The player from Germany has accumulated substantial winnings. Unfortunately, due to a technical glitch, it wasn’t honored. Subsequently, the player’s account was blocked. The regulator eventually decided in favor of the casino and we rejected the complaint.
Dreamz Casino - Player’s account has been locked after accumulating substantial winnings.
Amount: €331,000
Dreamz Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Regulator: Casino was right
REJECTED
Case summary
3 years ago
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4 years ago
Translation
Payout 331,000 € Casino locked my account now told was a bug in the alleged account money away sorry Summary 🙂
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4 years ago
Dear Dennis,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please could you forward me any supporting evidence? We really want to help you to resolve this unpleasant situation, but we will need either your game history or screenshots showing the win. My email address is petronela.k@casino.guru. Additionally, please could you specify if the winnings have been accumulated from a regular play or from a jackpot win? Thank you very much in advance for your reply.
Best regards,
Petronela
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4 years ago
Translation
Have sent all the necessary screenshots 🙂
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3 years ago
Thank you very much Dennis for providing all the necessary information via email. I will now transfer your complaint to my colleague Peter 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.
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3 years ago
Hi Dennis,
I looked at your case and the screenshots you sent. If I understand correctly, you won €138180 and €231025 by playing two different games without a bonus. Your account is now blocked and there is an investigation going on. Is that correct? Have you received any email from the casino stating why your account is being investigated?
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3 years ago
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Hello, as already mentioned, the casino has finished the investigation! It was closed due to money laundering then the casino said it was a bug a bug in the casino that I had intentionally exploited because withdrawals that I canceled were doubled so you stopped and deleted all my withdrawals
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3 years ago
Hi there,
I can assure you that this case has been handled by the relevant departments on our end.There are certain things that can not be discussed in a public forum in order to remain the privacy for all parties. Thank you for your understanding.
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3 years ago
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Yes of course what Dreamz.com is saying is nonsense!
I can tell it! I deposited / won / lost / won almost € 300 in one day
then 300 € clicked on withdraw then lost and wanted to play with the 300 € again. Then I played for € 2 and also had free spins etc. which I did not know that Dreamz.de had a BUG in their SYSTEM (which was only communicated to me after the account was closed) that my payouts that I canceled to continue playing always doubled had!!!
This was never apparent to me at any time since I asked the customer service and they said everything was ok (screenshot)
then I redirected all payments by credit card to bank transfer so I had to cancel so there was a total of € 331,000 that was ready for payment! Dreamz.de paid me almost € 12,000 into my bank account so I thought it was all ok! But it wasn't !!
dreamz.com accuses me of doing this on purpose and now wants € 19,000 from me for what? Because I played with money that wasn't mine! That's not true! I didn't do anything on purpose I'm not a hacker !!
I was with my lawyer who advised me to find a peaceful solution. I wrote dreamz.com that we can agree on € 200,000. They stayed stubborn and said it was my fault!
So in short about Dreamz.com is not trustworthy if such a "bug" actually exists why only with me?
Why was this bug there? Why did you close my account without informing me beforehand? Why didn't you tell me all of this beforehand?
I want my money! Otherwise this page must be closed to protect other players! That's how they make money
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3 years ago
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And that's the pure truth! I do not understand how such a BUG can arise in a casino! There is something wrong with it right? Then claiming the player intentionally did this was totally absurd! Every player knows it you keep playing and then cancel the payouts that are stored in the account to continue playing!
Who says there is such a BUG? Are all high "profits" pushed onto this BUG by securing the terms and conditions so that there is no need to pay out?
Then you should have informed the player and not just blocked the account for 10 days! Absolutely bad behavior! And why then does the casino transfer € 12,000 to me? So I’m calm, right?
impudence!
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3 years ago
Hello,
I would like to ask the Dreamz Casino to send me a private email (peter.m@casino.guru) with an explanation and evidence if you don't want to discuss the issue publicly. I can even ask the player to sign a power of attorney and provide this to you if necessary.
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3 years ago
Hi Dennis, no, there was no response yet. 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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3 years ago
Translation
Why do they get another 7 days? That is a cheek! It's clear what Dreamz.com is doing here! The answers don't have any explanation pushing the whole win onto a BUG! I want my money!
Dreamz.com now had over 10 days to comment and everything that happened here "They get another 7 days" otherwise a bad rating?!?!
I immediately sent all the evidence to you to protect customers and players! This can not be true?!
This is a lot of money! They definitely need over 10 days to invent another lie!
how do i get my money
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3 years ago
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This page must be blacklisted immediately! Really
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3 years ago
Hi Dennis,
I will try to discuss the issue with the casino in a private chat. I will get back to you ASAP.
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3 years ago
Translation
Yes, they should simply admit that it was their mistake and accept my offer from the € 331,000 and transfer me € 100,000 in compensation !!! Then we're done! But to say it is a bug that I obviously used is nonsense !!! The casino lies and cheats and I won't let that happen to me! It's not my fault! It was my money !! They can't just take it from me !!! This takes too long and you see no reaction! And all lies !!!
The casino must be deleted! Absolutely to protect other players!
But before that I want to see money, otherwise I turn on the police and lawyers!
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3 years ago
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I as a serious casino operator can not blame the customer and say your fault that you have so much money in the player account!
If an Iphone is offered in an online shop instead of 1000 € for 1 € I can also buy it !!!
The casino made a mistake, it is definitely their mistake that I was not aware of! According to the lawyer, the money is mine. The casino does not want a peaceful solution but blocks my account and does not even answer here!
I gave my evidence or not? Why does the casino get so much time? It is clearly fraud the only one who writes here is me! Since I have evidence
I would like the matter to be resolved in 24 hours or at least the € 100,000 I have offered is in my account
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3 years ago
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Can you see it? No feedback so sorry you can do that
Casino no more than 7 days only give the answers with lies! And you threaten a bad rating? I find it sad a casino with these sales per day! You have to do a lot more like withdrawing licenses, blocking for one year etc. sorry this is about 331,000 € that is not little money! No matter if it was a mistake by them! It was available to me for payment! It doesn't matter if it was a bug, no such thing happens in a reputable casino!
The Dreamz Casino just has to stand for that! I can't say if I lose money oh that was a BUG I lost 100 €! I would like an answer today, please
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3 years ago
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It is enough for me now! Nothing goes here no answer from either side! Here Dreamz.com is protected The main thing is that the casinos keep on cheating! I am sending a screenshot here so all players who are interested can see it! 
It is a cheek of the casino not to comment on blocking a player account! No reasons to mention and then to put everything on a BUG! The casino says (as mentioned above) because I canceled my withdrawals the money was always doubled, yes? My fault No! Did i know No! You can see the total happy and think jackpot cracked! Dreamz.com is so cowardly and locks the account deletes the transfers and says well in the Agbs it says!
my offers were not received, the entire credit was canceled, etc.
No player should play here because high winnings are not paid out!
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3 years ago
Hello Dennis,
As I mentioned before, I contacted the casino privately by Skype, but I was informed they will not discuss the issue further. It is kind of a protection mechanism so that nobody else tries to do the same in the future. I don't know how exactly this situation occurred, but the casino (as many others) has the following terms in the General T&Cs:
"11 COLLUSION, CHEATING, FRAUD AND CRIMINAL ACTIVITY
11.1 The following activities are not permitted and constitute a material breach of these Terms:
11.1.1 Colluding with third parties;
11.1.2 Using unfair advantage or influence (commonly known as cheating), including the exploitation of a fault, loophole or error in our software, the use of automated players (sometimes known as 'bots');
11.1.3 Undertaking fraudulent or illegal activities, including but not limited to the use of a stolen, cloned or otherwise unauthorised credit or debit card, as a source of funds;
11.1.4 Taking part in any criminal activities including, but not limited to, money laundering;
11.1.5 Transferring of funds from one player account to another; and/or
11.1.6 Conducting account fraud, use of Duplicate Accounts, manipulation of our software or Website, exploitation of loopholes or other technical forms of abuse or other behaviour which amounts to deliberate cheating.
11.2 We will take all reasonable steps to prevent such activities; detect them and ensure that the relevant players are dealt with appropriately. We may report knowledge or suspicion of an offence to the relevant authorities, we may terminate a game, suspend or close Your Player Account, confiscate your Winnings and any Bonus Funds (which shall be forfeited by you) and in certain cases, in fulfilment of our regulatory and legal obligations, block access to All Funds until we are directed on how to proceed by the authorities. We will not be liable for any loss or damage which you or any other player may incur as a result of any of the behaviour outlined in paragraph 11.1 above and any action we take in respect of the same will be at our sole discretion."
This is why I believe it will be difficult for you to win this argument. I was also informed you submitted a complaint with the MGA. Since the casino won't discuss this issue with us, we will have to wait for the regulator's decision. Please let me know about the result (peter.m@casino.guru). The complaint will remain unresolved until you do so. I wish you good luck and I'm looking forward to hearing from you soon.
Best regards,
Peter
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