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Dreams Casino - 3 weeks still trying to verify my account

UNRESOLVED
posted on February 6, 2018.

I keep getting the runaround and they keep saying every doc I send in is blurry. My withdrawal amount is 340.00. They keep putting it back in my account and are now asking for a marriage certificate and a note to prove why my last name changed. I sent in my old drivers license as well as my new one. It's been 3 weeks now trying to verify my account! Please help!

AskGamblers
posted on February 10, 2018.

This complaint has been reopened as per Dreams Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

posted on February 10, 2018.

I found out this morning that they have to a utility bill. My name isn't on any of my household bills because husband pays the. I sent in a bank statement that was mailed to me with my name, address and date. Every casino has accepted that as a address verification except Dreams Casino. I believe they are looking for reasons not to pay me.

posted on February 13, 2018.

Osman
I am sorry to inform you that your casino access has been revoked. The decision is, unfortunately, non-reversible. Any casino account can be closed based solely on our discretion as part of our policies to ensure game fairness, the safekeeping of company assets, and our third-party processors. Your understanding is appreciated.
Melinda
Are you kidding me?


Osman
It shows here your deposit will be refunded in the next few days.

Glad to assist you. Good luck.Thank you for visiting Dreams Casino. Feel free to contact us at any time for further assistance!
Melinda
It's more then 1 deposit sir. It's hundreds


Osman
Please send an email to refund­@ca­sin­osu­ppo­rtc­ent­er.com
to make further complaints

We cannot assist you further on live chat.

Your understanding and patience with us is greatly appreciated.

AskGamblers
posted on February 13, 2018.

Dear @min75,

Please keep in mind that AskGamblers Complaints Team maintains zero tolerance towards verbal aggression or any other kind of behavior which could be considered as offensive. Please refrain from using abusive epithets from now on, otherwise it may result in your current complaint being rejected.

Thank you for your cooperation.

posted on February 17, 2018.

Hi Min--

I've reviewed your account and it is accurate your account has been closed. The reason for this is you've threatened to do chargebacks on your deposits--this is something we take quite seriously.

As a result, we have issued refunds for all of your deposits ($808 in total) and no withdrawal will be approved or paid.

Tawni

AskGamblers
posted on February 20, 2018.

AskGamblers Complaints Team is awaiting Dreams Casino team to provide the required information.

posted on February 24, 2018.

Hi AskGamblers--

I'll be sending over the requested information for you, Monday (I currently don't have access to this, during the weekend).

Thanks,

Tawni

posted on February 26, 2018.

Still waiting

AskGamblers
posted on March 2, 2018.

AskGamblers Complaints Team have just extended the response time frame with another 96 hours hoping that Dreams Casino management will soon jump in with an update on this complaint.

posted on March 6, 2018.

They are supposed to be issuing a refund but, I get this when I ask chat. Jo FernadesThanks for contacting Dreams Casino today. My name is Jo Fernandes. How may I assist you?
MelindaCan you please check on my refund


Jo Fernadessure

what is the amount please?
MelindaTy!

808.00


Jo FernadesI am sorry to inform you that your casino access has been revoked. The decision is, unfortunately, non-reversible. Any casino account can be closed based solely on our discretion as part of our policies to ensure game fairness, the safekeeping of company assets, and our third-party processors. Your understanding is appreciated.
MelindaYes I know that. I'm just checking on my refund please


Jo FernadesThanks for contacting Dreams Casino. We wish you the best of luck! Come back anytime. We are here for you 24/7.
MelindaJo?

Jo Fernades left the chat

AskGamblers
posted on March 11, 2018.

This complaint has been reopened as per Dreams Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

posted on March 12, 2018.

Hi Min--

I'm very sorry for the delay coming back to you. I've already sent AskGamblers the proof regarding the necessity to issue refunds.

Regarding the refunds, unfortunately, this can be a very lengthy process, due to the fact that these go through third-party processors. I'm very sorry to tell you that refunds can take as little as a month or as much as six months, but there is nothing the casino can do to make this happen quicker--this is entirely in the hands of the processors involved.

I wish I had better news for you, but sincerely there is nothing I can help with at this point.

Tawni

AskGamblers
posted on March 16, 2018.

Upon casino statement refund can take up to six months even longer, AskGamblers consider this complaint Unresolved until we receive confirmation from the casino or the player that finds has been returned to the player's account. 

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