Slots dreamer Casino - Player is experiencing difficulties with her withdrawal.

I currently have requested a withdrawal, I emailed when not received and was told it can take 3 business days to be processed.

i have since amassed another £500

to withdraw and have not received first payment and cannot make any further withdrawal.

All verification and documents are up to date.

i have had no response to my recent communications.

I emailed yesterday but no response as yet and I have some further screenshots I can upload if required.

Today is the 10th business day the amount remains unpaid.

thank you

Dear Alinic42,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. 

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. 

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Hi, I made the withdrawal on the 3rd and today is the 17th with nothing received. Today is the 14th day hence my reason for trying to get some help.

I can send you a screenshot of when I requested the withdrawal if required.

Please note that when I have requested a withdrawal before i had the money in 7 days, I am fully verified.

Do I understand correctly that you already made a successful withdrawal from this casino before?

Have you accumulated your winnings with or without an active bonus? 

I have yes, on more than one occasion. I have added some further proof of this as you can see.

Also I received a further email - but as advised in a previous email I received, it sad it processing is 3-5 business days for process. I also have another balance I cannot withdraw until they process the outstanding.

I bet directly, and if they ever offer cashback bonus I also bet in accordance with rules. I have asked if there are any issues or if anything is required from me but they keep responding and saying they are reviewing?

Regards

Alison

Thank you very much, Alinic42, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Alinic42,

I've reviewed your case and am sorry that you came across such a problem with the withdrawal of your funds. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear Slots dreamer Casino, I'd like to ask you to join this conversation and share more information regarding the case. Can you please specify what is the current status of the player's withdrawal request? When can she expect it to be processed from your side?

I hope that you can assist in this matter. If you have any supporting evidence, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

This is last nights response

We would like to ask the 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’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia

Good morning,

The funds have just been received in the last hour.

I shall no longer use the casino as advised.

Thank you for your help.

Regards

Alison

Dear Alinic42,

Thank you very much for the updates! I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

Casino.Guru