Complaint #3 Dream Vegas Casino

Unfairly confiscated winnings of 12,200 SEK

By sandeep p.

7 years ago

Message on forum

Hello Askgamblers . I placed a withdrawel on Dreamvegas after winning 12200sek and completing the required wagering requirements. I waited 48 hours for the withdrawel to be accepted and during the time sent them my documents for KYC. After the waiting time of 48 hours was over i contacted them only to see that i had 600 sek in my account and the withdrawel being rejected. The reason for the same was i placed 2 bets of 100 sek and 99 sek on the game Extra Chilli on the 19th june at 1411 and 1417 Cet.The bonus terms are i should not place bets more than 50 sek. Iwill also attach the chat transcript and the transaction history as proof . When i went through my transactions on the specified timings by the chat personal , i could not find any such bets as i was extra careful not to place big bets . Please go through the details i attach with and help me get my winnings. THANKYOU in advance.

Chat transcript
Jimmy Sat, 06/23/18 03:48:12 pm Europe/Stockholm
Hello jazzysan. How are you today? I'm here to assist you.
jazzysan 03:48:20 pm
Hi
Jimmy 03:48:37 pm
Hejsan, tack för att du kontaktat oss
jazzysan 03:48:53 pm
Why is the 600 sek cash balance in my acvount and what happened to my withdrawel
Jimmy 03:48:59 pm
För att jag ska kunna hjälpa dig, kan du vänligen bekräfta ditt fullständiga namn, födelsedatum och adress? Så ska jag undersöka det tack
jazzysan 03:49:20 pm
< personal information removed >
Jimmy 03:50:07 pm
Tack Sandeep, jag ser att vår konto avdelning har mailat dig om detta igår, det kan ha hamnat i skräpkorgen eller liknande, jag klistar in mailet till dig nedan här:
jazzysan 03:50:28 pm
Jag fick onget email
Jimmy 03:50:37 pm
Dear Sandeep < personal information removed >,

Your account has been found to be in breach of clause 7 (vi) of our Promotional Terms and Conditions: 7 (vi) The maximum bet allowed while the Welcome Bonus is in play is SEK 50.

Should You bet higher than this while the Welcome bonus is in play, the Casino reserves the right to confiscate all winnings.

Therefore, your withdrawal has been cancelled, your winnings have been confiscated and your deposit of SEK 600 has been returned to your gaming account.

Regards
Accounts Team dreamvegas
jazzysan 03:51:03 pm
I have never placed a bet over 50 sek
Max placed was 40 sek
Jimmy 03:52:00 pm
You may see this bet in your game history in the My Account page, the breach was made at 19-06-2018 14:11:56
jazzysan 03:52:12 pm
And i am 100 percent sure aboit it
Hold on a sec
Jimmy 03:52:43 pm
Of course, I will stay with you Sandeep
It was a bet of 100 kr in Extra Chilli 03:55:24 pm
and then another in Extra Chilli for 99kr at 19-06-2018 14:17:44
jazzysan 03:55:50 pm
Nop
I cant find it in the history 03:56:07 pm
There are no bets placed at the tine u wrote me
Time
Do u alwaus do it when someone wins big ?
Jimmy 03:57:57 pm
Our accounts team who is looking at the game play found the breach and emailed you about it, do you want to dispute the decision made about this?
jazzysan 03:58:19 pm
Yes i do want to dispute it
Jimmy 03:58:41 pm
I will do that on your behalf and put this matter forward to our complaints department.
jazzysan 03:58:55 pm
Its wrong the first toming u gave me is not even existing in the history
Jimmy 03:59:01 pm
I understand
jazzysan 03:59:05 pm
Timing
Jimmy 03:59:26 pm

Is there anything else you want me to include in your complaint about this?
jazzysan 04:00:01 pm
No i am going through the history and checking again and taking screenshots
Jimmy 04:00:05 pm
Okay
jazzysan 04:00:08 pm
So that you know
Jimmy 04:00:17 pm
I understand
jazzysan 04:00:30 pm
Its unfair buddy
Just unfair
I was very careful not to place brts higher than 50 sek
Jimmy 04:01:03 pm
I will hand this over to the relevant department to be investigated thoroughly
jazzysan 04:01:12 pm
Ok thanks
Jimmy 04:01:43 pm
Most welcome
jazzysan 04:01:48 pm
I hope u do the right thing and payout my winnings as i never placed higher bets jimmy
Thanks again
Jimmy 04:02:28 pm
Very welcome Sir, I wish you a nice weekend
jazzysan 04:05:27 pm
Here is the screenshot
Jimmy 04:05:33 pm
Thanks
jazzysan 04:05:50 pm
Screenshot_20180623-160458_Chrome.jpg
There are no bets placed at the timing u mentioned 04:06:10 pm
Jimmy 04:06:59 pm
I see, thanks a lot
jazzysan 04:07:26 pm
U are welcome please send the same to your accounts dept
I hope they correct their mistake
Jimmy 04:07:49 pm
Will include it as well for them
jazzysan 04:08:12 pm
Also do me a favour and aend me a copy of this confirmation
Conversation
Jimmy 04:08:42 pm
You may send this chat to yourself by clicking on the envelope by this chat
jazzysan 04:08:56 pm
I did it thanks
Vi hörs 04:09:13 pm
Jimmy 04:09:21 pm
Great :)
Duration: 21m 19s
Chat started on: https://www.dreamvegas.com/en/contact/

E-mail from LiveChat

Disputed Casino Dream Vegas Casino

Reason Bonus terms violation

Discussion

AskGamblers

• Support Team

6 years ago

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Dream Vegas Casino management in regards of this complaint to confirm and justify the casino actions.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

AskGamblers

• Support Team

7 years ago

Unfortunately, Dream Vegas Casino didn't provide the necessary information to AskGamblers Complaints Team so that the complaint could be adequately reviewed and decided. Obviously, we have no other option but to close the complaint as Unresolved and recommend a player to forward their issue directly in front of the relevant regulatory body. As soon as AskGamblers Complaints Team is being notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly.

Jazzysan

• Sweden • 2 reviews

7 years ago

@Askgamblers
I am sorry to say but what are you doing with this case? arent you supposed to mediate and ask the casino to provide proof of breach and check if it did happen? i have mentioned all the questions i have to the casino , of which none have been answered . i even posted a screenshot of the missing bets the casino claims with timings in the chat. None of what they claim is true and their only answer is that yes the beach happened. . Comon help me get them answer my questions . 1 why did they lie about the timings of the breach as no bet was placed durig those timings mentioned. 2 , why give back 600 sek when only 350 were deposited?, 3 why there are no mentions of buying bonuses in Big time Gaming games in the terms and conditions ? as to which the casino has no answers.

Dream Vegas Casino

• Representative

7 years ago

Hi JAZZYSAN

As you know, we have sent you the review of your case where we have found that you were indeed in breach of Clause 7(vi) of the Promotional Terms.

As a result of the breaches that occurred, the withdrawal was cancelled, winnings confiscated and the deposit of 600 SEK returned to your Dream Vegas casino account.

We can confirmed you that our decision will not be overturned, this is why we mention that if you wanted to take further actions, you could contact the Malta Gaming Authorithy (MGA), where our licence is held.

To do so, you can either email them at support.mga@mga.org.mt or [email protected].

You can also fill in the below form, which is the formal channel enabled to players who want to lodge a complaint against MGA-licensed Online Casinos.

We hope this information can help you.

Thanks
Dream Vegas Casino

Dream Vegas Casino Complaint Stats

Resolved 21 / 29

Avg. Amount $5,319

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

Dream Vegas Casino Complaints

See all complaints for this casino

Withdrawal unsuccessful many times

I am a fully verified player with this casino and won €1000 and proceeded to withdraw.

I first used the method used to deposit which was accepted and e e-mail followed confirming the same. It was pending for 48 hrs and a further 24 hours later no sign of the withdrawal when checked on site it was back in my player funds.

I contacted the site via chat and was advised to remove that method and try a different card which I did same waiting time and same result. Again contacted the site via e-mail but no response so used the chat was advised to try bank transfer but the card method was the only method available and no option to use bank transfer.

Contacted chat waited 24 hours when the option to use bank transfer was then available. Used bank details for the transfer and waited 48 hours plus days to appear in the bank no funds were in the bank checked my player account and the funds were back in the player's account.

Contacted chat as e-mail not replying advised to use all the unsuccessful methods already tried again. This has been ongoing since 9/3/24.

Also, chat keeps referring me to check my e-mail of which there is none sent to me. I have e-mailed several times with no reply and when funds are returned to my player account I am not notified also no reason for the unsuccessful withdrawal to cards or bank transfer.

All methods used - cards and bank are verified and legitimate with no issues on their part.

Resolved

€1,000

Always saying they will re process my withdrawal

On 21st I requested a win of £2500 then they cancelled my withdrawal. After that I send them message and received a email from them telling me that your withdrawal has been failed by your bank.

I checked with my bank there was no issue then they told me to send bank details to receive my withdrawals. I send all evidence and went to chat to ask what’s going on always saying they will re process your withdrawal but we don't have a time frame.

Always making a excuses.

I want my £2500 stop making excuses to peoples winnings.

Unresolved

£2,500

Delayed my payout of 6426 EUR

Hello,

I made an accout on DreamVegas Casino and won a total of 6426 euro.

I verified my accout on 21.05.2023 and made my frist withdrawal. Tried with ezeewallet, they said they couldnt give me my money that way ( I dont understand why since I made my payement with ezeewallet ) and after tried with bank transfer few times but it got canceled everytime I tried. Everytime they say " It was a problem " and keep delaying my payouts. One time they said it got accepted and after few days I saw that it was canceled.

I don't know what to do to get my money out of the casino...

Unresolved

€6,426

Over 3 weeks and still not received my withdrawal

The issue that I have experienced was: At Dream Vegas Casino one of White Hat Gamings On the 12/05/2022 at 19:08:55 I withdrew £2800 on the 13/05/2022 at 21:22 My withdrawal was accepted and processed. However, this is where it goes very very wrong. I had two PayPal emails on my account one as <email address removed> and the other as <email address removed> which is now my PayPal email as I recently changed it from <removed>.

For some strange reason, the casino took it upon itself to send it to <email address removed> an email address I have NEVER EVER used for PayPal and certainly have NEVER EVER deposited from at the casino. I have always thought that UKGC anti-laundering rules mean your withdrawals should be sent back to the payment method you deposited from. I have been in touch with Dream Vegas many many times over the past 22 days via live chat and multiple emails and their customer service is shocking, to say the least, staff have very little knowledge and are very abrupt and rude. This is an error that Dream Vegas has made yet I'm being treated like it's my fault. I would like something done about this matter URGENTLY

It occurred on: 2022-05-13

This meant that I feel belittled and frustrated

I want my withdrawal sent to my correct PayPal email.

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this email address.

Yours faithfully,

Account number <removed>

DREAM VEGAS CASINO

Unresolved

£2,800

Have ignored me after the proof of payment they gave me

27/04/22 I withdrew £500.
29/04/22 I raised a complaint and was told to wait 10 working days.
-I was given a code and told to contact my bank who has no idea what DV we’re talking about
- next DV sent me “evidence” the transfer was paid in July 2022 ???
-next I was provided a proof of payment with the wrong bank details which I challenged.
-on 12/05/22 I was told their accounts department would contact me in 24 hours which didn’t happen…

Any query or request for an update I have made has since been ignored.

The fact that On 3 occasions they’ve either given me false or incorrect information and been very dismissive throughly the ordeal has completely destroyed my trust in them and I’m very concerned I will never get my money back.

Unresolved

£500

Delayed withdrawal

On the 16th of september, I made my withdrawal. Still today 3 dec, I still haven't received my withdrawal. I have sent loads of emails, and bank papers. From my side everything is ok, I've made successful withdrawals before on this casino. They say the same thing everytime i contact them that they are having issues, but no timeframe when this will be fixed.

Please help!

Resolved

kr6,000

Over 1 month without receiving withdrawals

Since the 24th of September I've made a total of 4 accepted withdrawals, none of which have been received as of yet. I've contacted Dream Vegas about this on multiple occasions, and they have told me "it has been resolved, wait a few days/a weeks" on multiple occasions.

This is getting quite ridiculous as I have to keep contacting them only to be fed wrongful information, so I thought I'd submit a complaint here since it seems I've hit a brick wall talking to Dream Vegas support.

Resolved

kr20,964

Dream Vegas Withdraw Issues

Hi there, on the 23rd October, my withdraw of $3,350 NZD got accepted on Dream Vegas's end. It is now the 28th October and it still has not made it into my account.

My account is fully verified. They are telling me to contact my bank - but I know this won't be the issue, as I have had other withdraws from other online casinos come into my account.

Am wondering how I go about resolving this, I just want my funds in my account.

Resolved

$3,350

$15,000 not paid out and account closed

I attempted to withdraw $3000CAD via e-transfer on September 27th and everything seemed fine. It showed in my casino account it was processed and I even received my gigadebt withdraw email. So I assumed I'd have the money relatively soon.

October 1st I spoke with TJ in chat who first told me it was paid out and I'd recieve it soon, then upon further investigation he mentioned it was a issue with interac. I told him it was a lil stressful not getting it yet because I wanted to use my winnings to help my father with the mortgage (not pay my own bills but as a gift to help him) chat TJ did mention I shouldn't use the money for bills witch I completely understand, I simply mentioned I'd never had a e transfer withdraw issue before so I counted on the money I was gifting my dad and felt stressed I didn't have it to help him yet.

The next Chat I spoke to was Jacob on October 2nd. I told him the same thing being the honest person I am and said that reason I was so persistent is that I was wanting to give my dad money to help with his mortgage. I even told him how much when he asked. He then told me he was closing my account and I had breached the terms for problem gambling and sent me some links for help. I was thinking huh?? I don't have a problem, I just figured if I mentioned my good intentions to gift most of it they might be more understanding/quicker.

At this time I also had an almost $12,000 cash balance and about 250,000 loyalty points. I believe this was an attempt to (for a lack of better words) "get rid of me" because I had so much more to cash out. It is now October 12th and I have yet to see a penny. I've played tag with accounting & chat off and on but I have been told multiple times it's being escalated to deal with my original $3000 and the almost $12,000 balance in my account.
This isn't me trying to trash Dream Vegas, I think they are a great casino. I don't think it's fair that they closed my account due to me wanting to help my father, as well why does one chat block me and the other not? I told them both what I was using it for...

I hope Askgamblers can help mediate this issue because I'm worried that on my own I will just be blown off again and again or eventually Ignored...

Unresolved

$15,000

Dream Vegas Casino - Delayed withdrawal

A withdrawal request for $1000.00 was made and accepted on July 18/2021. Funds have still not been received.

Multiple emails and chats with casino have not rectified the issue.

I have played at this casino for years with no previous issues with my withdrawal deposit to my bank account.

My bank account has not changed.

After waiting the required 10 business days, I contacted them again.

They stated my transaction had failed and I needed to send in my bank info again.

I provided all my banking information to the casino to confirm as requested on Aug 06/2021

They responded with thank you for your email we will get back to you.

I have all emails and chat conversations with them to date.

All I get from them now is:

"Dear < first name removed >,

Username: < username removed >

We are still awaiting feedback regarding your withdrawal.

As soon as we receive feedback, we will inform you.

Kind regards,

Accounts Team"

This is not acceptable and I can't get a straight answer as to why my withdrawal has not been deposited

Resolved

$1,000