Dreams Casino - Verification & Payment Delays

RESOLVED
LeylaFashion United States
posted on March 13, 2016.

I joined Dreams Casino in February and subsequently won and have two withdrawals , one for $2,368 (from 2/21) and one for $1,150 (from 2/23). I had to go thru a security check over the phone as well as have my documents approved, all of which was finally completed on Feb 19. I received a confirmation from Angie (who must work for the main company) that everything was good to go. On 03/02, my withdrawal for $2,368 was declined because my documents were not on file. However, security assured me by email they were on file on Feb 19. It took several additional communications including emails to finally get my documents approved. As of 3/13, 23 days later, none of my withdrawals are approved.

To have it take this long to go thru the verification process multiple times after receiving confirmation on Feb 19 and have my winnings sit in pending status is really a disappointment.

If it says it take 10 to 15 days to approve once documents are verified, and it has taken me that long just to have my documents verified over and over again despite confirmation. I would like to get paid in a reasonable time frame without these unnecessary delays.

They don't seem like a bad company and I'm familiar with their other brands having played in the past, but this lack of organization from their internal departments is seriously delaying my payout. I don't think the consumer's needs should be delayed people are not properly communicating with one another.

As for resolution, I'm not asking to be paid my winnings this week, but I am asking for reasonable communication and to have an idea how much longer this process will take. I don't think it's unreasonable to ask that I receive my winnings within the next two to three weeks. Based on how things have gone so far, that seems highly unlikely.

I want to thank Ask Gamblers for creating this forum and hope that this situation with verification and payment delays can be solved in a reasonable manner.

Thank you,
LD

AskGamblers
posted on March 18, 2016.

Dear @LeylaFashion,

Any update regarding your complaint? Thank you.

posted on March 21, 2016.

Hi LeylaFashion,

I'm so sorry about what you've experienced and I have to say, you're likely one of the most patient and reasonable players I've encountered--thank you for this. ;-)

I'm not certain why your documents were not reviewed (I'm looking into this), however following your posting here, your docs have been found and reviewed.

I will check on the docs first thing in the morning and if everything is in order, I will arrange that your payment be made immediately.

I wish you all the best,

Tawni

posted on March 22, 2016.

Hi LeylaFashion,

I hate coming back empty handed, particularly when you've been so kind about everything.

I went to check on this earlier today and the person who was handling your docs was not available. I've left a message and would expect to hear back in the morning. Of course, the moment I have answers, I'll be back to report.

Take care,

Tawni

posted on March 25, 2016.

Hi LeylaFashion,

I've seen the tracking and from what I can tell, delivery was attempted today, but apparently no one was available for receipt.

I've sent you an email to follow-up on this.

All the best,

Tawni

posted on March 29, 2016.

Hi LeylaFashion,

I checked on the tracking to follow up and I can see that your payment was indeed received, earlier today. ;-)

I'm very happy this has all been sorted out for you.

All the best,

Tawni

AskGamblers
posted on March 31, 2016.

Dear @LeylaFashion,

Can you please confirm that you received the payment so we could close the case? Please be informed that in case you fail to respond within the given time frame we will consider this complaint as resolved and officially closed. Thank you.