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Dream Jackpot Casino - Blocked my account, delayed my withdrawal and won't provide any support

REJECTED
morio2 Eritrea
posted on August 10, 2017.

Hello,

Beginning of the month I have saw this casino listed in here as a new casino, so I have signed up and make many deposited total of 2,000 Euro, and I haven't accepted any deposit bonus, and after playing I have make withdrawal of 2,500 Euro and other withdrawal of 2,00 Euro.
The i got an automatic email to send them my documents, and they said that withdrawal will takes 2 days, then I sent all documents and I email them that please process this as fast as possible, and I noticed them that I'm not planning to cancel my withdrawal, so please proceed faster, but I haven't got answer.
I try to talk to them through chat because they offer 24H service, but them chat always gives error notice (Connection lost. Please check your Internet connection and try again) I try 2 days but not working, I try to sent another emails but no answer at all.
So I have decided to stop playing until they answering me, and now I try to login to my account but I got another error (Your account is currently on a time out, please contact support if you require further assistance)
So I really don't know what to do! Some months ago it's happened exactly same situation and they not resolve the issue and they got bad rating here but what I got? I lost my money!
There is many new casinos open everyday, but I only trust what is listed on this site as a new casino and I like to try my luck on new casino, but I don't want to lose my money every time trying new casino!
Please look at the screen shoots what I talked.
Thank you

posted on August 11, 2017.

Dear Ramy M

You emailed us to request the withdrawals and you sent the documents we require on 03-08-2017. We did not receive any other emails from you. It can take up to 48 hours on first withdrawal to review documents and game play. i.e. there is a 48 hour pending period for all withdrawals. Within this time period you reversed your withdrawal requests and played with the released funds until your balance was back to zero. You then self-imposed the time out on 04-08-2017 04:09:22.

I trust this clarifies actual the sequence of events and helps ease your grievance with us.

Best regards

Dream Jackpot

morio2 Eritrea
posted on August 11, 2017.

What do you really say?? I have reserved my withdrawal? I really can't believe!
In my first withdrawal I have emailed you and I said myself that please process the withdrawal as soon as possible because I'm not planning to cancel my withdrawal, you not got that email also?
And what do you mean that I have self imposed? I don't even know what is mean!
And you said that I have make withdrawal and sent documents on 03/08 and today is 12/08, WHY YOU NOT SEND ME EVEN ONE EMAIL TO ANSWER MY EMAILS OR TO SAID WHAT HAPPENS ON MY WITHDRAWAL AND DOCUMENTS???
Please help my Askgamblers, because I don't want they take my money!

posted on August 14, 2017.

Dear Ramy M

Your “complaint” has been escalated to the anti-fraud team within our casino and we are hereby responding.

We have irrefutable and audit-able data from our back office which covers the entire period.

You sent a withdrawal request at 02:01:57 on 3rd August - and forwarded the required documents to us. We replied to you at 02:29:48 on 3rd August, confirming receipt of the documents and advising you that the withdrawal was being processed and would take 2 business days to be approved.

Whilst the withdrawal was still pending, YOU reversed the withdrawal transaction at 00:44:05 on the 4th of August - and YOU then played the entire amount over the course of the next 3 hours - ending with a zero balance at 04:06:59. There were over 2500 wagers in this period.

At this point you selected a self-imposed time-out/exclusion.

We cannot understand therefore your claims. You played the entire sum through the account and we have all the evidence to support this. Your claim is therefore spurious and fraudulent and we take exception to the inference that we have been anything other than fully supportive. We would firmly suggest that you remove this post.

Regards

Dream Jackpot

AskGamblers
posted on August 14, 2017.

AskGamblers Complaints Team has been provided with evidence on behalf management of Dream Jackpot Casino and we can confirm that player reversed his withdrawal and played them off. While we could understand player's frustration and disappointment of being left to wait for hours or days from the aforementioned casino brand to verify his account and process his winnings, it is up to the player to refrain from reversing their winnings. 

Once you played and lost your money it means that there isn’t a valid subject to claim for and therefore this complaint is being rejected.

In a case of a disagreement with our decision, we encourage the player to seek further assistance from the relevant licensing authority directly. 

The case is now officially closed.

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