Dreamz Casino - Player’s account has been blocked.

Upon withdrawing the amount i had won, they blocked my account due to a declined deposit that i can recall was days before i attempted to withdraw. The decline deposit was caused by my girlfriends credit card (whom was the person to physically make the deposit for $20). Now ive been asked to verify my deposit by sending in the required documents (proof of payment, proof of identity, and bank statement including the transaction that was made). At first they denied the documents I had submitted because I had scanned my photo id, so i took a picture of my id (which is theyre preffered way aparently)and now I havent heard from them at all.

Dear Troy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Do I understand it correctly that your girlfriend has deposited funds into your casino account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Yes, my girlfriend tried to deposit $20 , from the card number ending in *6599 but her card declined for what ever reason. I told dreamz casino to contact her bank in order to verify it was indeed an authorized transaction (even though it did not successfully deposit).

regardless, that deposit attempt was 2 days before the with draw attempt.

In addition to that fact, they also allowed me to deposit from my vanilla prepaid visa card (which was a new card, as i had just bought a $25 one) and play up until i won.

also, they keep telling me to submit documents. Ive submitted more then enough information to them to verify my account. My girlfriend, charmaine, her credit card company (capital one) hasnt even bothered to contact her at all regarding this whole situation.

Dear Troy,

Thank you very much for your reply. I have checked terms and conditions, and this is what I found https://dreamz.com/en-eu/terms/:

"8.10 If you make deposits into Your Player Account using any payment method belonging to someone else (a third party), we retain the right to request further information and documentation from you and from the other person (the third party) to confirm that you are duly authorised to use that payment method. We will place a lock on Your Player Account so that no deposits or withdrawals may be made until we are satisfied that you are duly authorised to use the payment method in question. If you are unable to provide us with satisfactory proof of your authority to use the other person's (the third party's) payment method, then we reserve the right to close Your Player Account and any Winnings and Bonus Funds will be confiscated and forfeited by you, as will any funds committed by you to bets which at the relevant time are yet to be settled. We also reserve the right to delay or withhold the payment to you of any Deposit Funds on receipt of a withdrawal request from you in order to comply with our legal and regulatory requirements."

Could you please advise if your girlfriend has tried to deposit funds from her own account or from a joint account which belongs to you both? Thank you in advance.

okay so you mean both of us send verification documents? and to who? because the casino still hasnt responded to the ones i had sent

Could you please advise if your girlfriend has tried to deposit funds from her own account or from a joint account which belongs to you both? Thank you in advance.

No we do not have a joint bank account, the credit account is hers and she has me setup as an authorized user on it.

Thank you very much Troy for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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 Troy,

I looked at your complaint and will do my best to help you. I would like to invite Dreamz Casino into this conversation. Can you specify where is the problem with player’s verification process, please?

I am on holiday and back middle of August.

They've sent me an email saying that my account verification has been complete and that any payouts while be processed immediately and deposited. But they still haven't unblocked my account ?

No where in the policy or terms does it say I have to wait for them to be back from vacation in order to receive my pay!!!

Dear Troy,

As you can see we have nothing to do right now and I am forced to reject this complaint for now. Please, be patient and send reopen request in middle of the August. I hope we'll help you then.

Hello Dreamz Casino,

we are reopening this case per player's request, please can you specify where is the problem with player’s verification process, please?

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’.

Hi

I am not sure what the current issue is at this stage but would advise the player to speak with our customer service department.

Hello Troy,

please contact Casino support any try to solve it with them. I'll extend timer by 7 days, let me know the result of your communication.

Dear Viliam

I take my work time to respond to any relevant complainments, but in 100 % the complainments towards us on your site have not been legit. We are under a MGA-license and if we for some reason would not treat our customers as intended there is a real institution where they can complain. So once again, the matter will be solved in best fashion if the customer contacts our customer service.

Dear Troy,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.