Dreamz Casino - Player has been blocked from Live chat. We closed the complaint as ‘unresolved’ because the casino failed to reply.

Dear Tasha,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you completed KYC account verification successfully in the past? Which payment method you have opted for to withdraw your winnings? Were your access to a Live chat revoked only, or your account has been blocked too? If there’s any relevant communication, please forward it to petronela.k@casino.guru. I understand that it might seem like a lot of questions, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Additional comments from the player:

"Hi this is Tasha . Yes I did the complete verification process and I still have all the emails from dreamz casino to prove it. I sent my I'd both sides then my bank info etc . Then i requested a withdraw they told me 2-5 days then when i never recieved it i requested a investigation so i sent pdf statements to prove i recieved nothing then they said the withdraw was approved again and i will recieve it in 2-5 days then 2 more weeks go by and nothing so I contact them asking about my withdraw . They said send statements to prove I havent recieved it so I did now I log in and click live chat and it says . Sorry please leave a message and someone will get back to me . I left 2 messages and nothing . From my friends account live chat is available . So just mine is blocked. Please I really dont know what to do."

Thank you very much Tasha for providing all the necessary information. I will now transfer your complaint to my colleague Zuzana who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Tasha,

I am very sorry to hear about your problem.

I would like to invite Dreamz Casino to join this conversation and give us an explanation of why Tasha's withdrawal has been delayed.

We would like to ask the Dreamz Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.