Ag Awards

Dreams Casino - 3 months and still no payment...

Complaint Info
Disputed casino Dreams Casino
Reason Delayed payment
Amount $ 100
Posted on July 31, 2016

Another deadbeat casino!! Its been almost 3 months since I requested a withdrawal from Dreams Casino. All of my documentation was received and the withdrawal was approved on May 16th. My emails have been ignored.
Do any of the online casinos pay within the timeframe they say they do?? It's been almost 3 months since my request and I still have not even received a tracking number!!

Posted on July 31, 2016

Dear @northwren,

Please make sure to update your complaint accordingly and clarify the amount of the disputed withdrawal request.

Thank you for your cooperation.

Posted on August 1, 2016

Thank you for assisting me with this matter. $300.00 is the amount of the withdrawal that I am waiting on...

Posted on August 4, 2016

Hi Mary--

I'm terribly sorry for the delays and frustrations you've experienced with this.

I've taken a look at your account and I see that your payment is already on its way to you. I'm hoping your tracking will come through later today or tomorrow--generally, players receive payment the day after the tracking comes in (sometimes the same day). As soon as I receive your tracking, I'll post an update here with that information.

Again, apologies for the delays.

All the best,


Posted on August 4, 2016

Thank you Tawni. I frequented your casino years ago when it was Cirrus Casino. When the casino I've been playing with took three months to pay, I was surprised to see Cirrus had become Dreams and I figured I would give you a try. I'm sad to say that I am disappointed so far. I expected a much faster payout.


Posted on August 5, 2016

Hi Mary--

I certainly understand your frustration and disappointment.

The good news is that your tracking just came through on my end--obviously it came through a bit late, as I see your payment arrived, earlier today. ;-)

Again, I apologize for the delays.

I wish you all the best,


Posted on August 6, 2016

So Tawni, perhaps you can explain why I did not receive the full amount of my requested withdr­awa­l...Ap­par­ently, a manager received $200.00 of my $300.00 withdrawal? (see attachment)

Posted on August 7, 2016

Hi Mary--

I'm not in the office on the weekends, so I'm unable to look into this until tomorrow.

I'm struggling to read the screenshot you've attached, but what I can tell you is that a 'Manager Withdrawal' always relates to bonus monies being removed. Please remember, bonuses are not withdrawable:


An approved "Manager Withdrawal" represents a portion of your balance that was removed because it was not eligible for withdrawal. This amount could be Bonus funds (which are non-cashable) or because you have exceeded the Maximum Withdrawal Amount on your last bonus, with excess funds removed.

At the time of cashing out, the bonus money will be removed from the total withdrawal amount (i.e. - should a Player redeem a $500 bonus and withdraw $1500, he/she will receive $1000.)

Unless otherwise specified by the Casino; all promotional bonuses are NON CASHABLE. Bonus money serves to enhance play and help to generate winnings but cannot be withdrawn as part of the winnings. The bonus will not be returned to the account but deducted from winnings by the Casino. At the point of cash out, all bonus money will be removed from the total amount of monies won.

I'll be back tomorrow with further information.


Posted on August 9, 2016

Hi Mary--

Just as I suspected, the Manager Withdrawal related to bonus funds. You made a $50 deposit using your Players Reward Card (PRC)--using the PRC is no different than using a free chip. The terms are quite clear: You may only withdraw up to two times the amount of the deposit. In this case, with the deposit being $50, the max withdrawal would be $100.

You can see the full terms and conditions for the PRC, here:

I hope this clears things up.

All the best,


Posted on August 12, 2016

So, had I requested a withdrawal in the amount of $100.00, the $200.00 would have remained in my account?
I suppose the lesson to be learned here is to never use a bonus of any sort if you expect to be paid?
What about cash deposits that are made while waiting approval on winnings where a bonus was used? Are they, and any winnings resulting from them, kept separete?
It seems to me that the "bonus's" that you offer are actually "bogus's" ...used to entice people into your casino with no risk of payout should they actually win something.
As for the "Players Rewards Card", I was considering using them instead of my credit card to make deposits, but I have definitely decided against it. They, as well as Dreams Casino, are guilty, in my book, of "scamming" people with large "bonus's" and smal print "restrictions" on those "bonus's"
Many thanks to ASKGAMBLERS for providing a much needed service for dealing with the deceptive practices of the online casino industry.
Thanks to Tawni for responding to my complaint. I am sure you have you hands full dealing with complaints, and I hope you are paid well for the job that you do. I can only assume that it is a stressful job, explaining the "rules" to disappointed gamers can't be an easy thing to do.
And finally, thanks to "Dreams Casino". Thanks for showing me that yours is not the casino that I will be frequenting at any time in the future. Slow payouts, deceptive bonus's, and really bad customer service (with the exception of Tawni), are my reasons for moving on...
Changing your name from "Cirrus Casino" to "Dreams Casino" did not change who you are or how you do business.
My advice to all who read this...STAY AWAY FROM "DREAMS CASINO" and stay away from bonus's of any kind!!!

Posted on August 12, 2016

Hi Mary--

I'm just curious--what should we have done with the $200 that you would not be able to withdraw? This is standard practice for any casino that has non-withdrawable bonuses.

I'm so very sorry you are not understanding this.


Posted on August 16, 2016

Dear @northwren,

Please makes sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you are satisfied with casino response and that you received your payment. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Thank you for your cooperation.

Posted on August 17, 2016

First of all, the amount I deposited with the player rewards card was $50. Then, Dreams casino sent me an email saying I had won that weeks lottery drawing and the prize had been deposited in my account...$200.00. While waiting for my withdrawal to be approved, made two more deposits. The withdrawal was denied saying I had not played through enough. So I played some more until I lost all but $300. My question is, how do you know what was won with what, and when I "won" the lottery drawing, did it also have contingencies?

Posted on August 24, 2016

The complaint has been reopened as per Dreams Casino request and AskGamblers Complaints Team would like to give this case one more try and help both parties involved to reach a satisfactory resolution.

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