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Dreams Casino - Delayed payments, quality of service is beyond a joke

RESOLVED
Complaint Info
Disputed casino Dreams Casino
Reason Delayed payment
Amount $ 13403
KLEAD78 Australia Message
Posted on December 26, 2017

I am waiting on a total of 12,300 USD from dreams casino originally won in sep/oct. it did take me a while to meet document requirements which were over the top, they "lost" my documents then was told netteller was my only withdrawal option since I'm playing from Australia. I did this and provided details then after months and over 20 live chats I was told netteller was no longer an option (no reason provided) and that now I must provide bank details for bank wire, I have now submitted this info twice, being giving a different email address to send it to each time I asked. I am still being told this has been escalated to the withdrawals team to process. And over 9 days ago 300 left my casino account but I am yet to see it and apparently they can't confirm where these funds are. This situation has now reached a point that it's causing huge anxiety and as I long time online player I have never experienced anything close to this level of dissatisfaction. Please help me.

Posted on December 30, 2017

Hi Chloe--

First, I'm so very sorry for the difficulties you've been experiencing with this. I'll be working hard to have this resolved for you as quickly as possible.

I do want to explain about the Neteller part of this: When you initially requested your withdrawals, we were still able to issue Neteller payments to Australian players. Recently, Neteller has changed their policies, due to Australia's stance against online gambling.

I've reviewed your account and I do see that a payment was already issued: 12/25 Paid $287.5 + $12.50 for transaction #53379555. Due to the holidays, I'd expect you'll see this reflected in your account, early next week (if you've not received it already).

I've already issued a request for your next withdrawal to be paid and I expect this will be sent off to our processor, Tuesday or Wednesday of this coming week.

I'm going to be taking a brief holiday, beginning later today, but I'll be back to work, early Wednesday. Once I'm in, I'll check on your account and I'll be back to give you an update on your next payment.

In the meantime, I hope you have a very happy New Year. ;-)

All the best,

Tawni

KLEAD78 Australia Message
Posted on January 1, 2018

Thanks for the response, this is the first time I've felt like there is progress since September. I am yet to receive any funds from dreams casino but I hoping this may be due to Xmas and New Years public holidays. I spoke with a live chat rep sataurday and was told they had sent 287 to my bank account and that a 5000 withdrawal had been split into 2x 2,316.89 and 1 x 366.25, I was unable to get a valid reason for this but was advised 1 x 2,316.89 and 1 x 366.25 had also been processed yet the remaining2,316.89 had been returned to pending with a new withdrawal date of 12/29 this is again strange practice to me and the rep was unable to offer any reason for this I am at a loss as to how dreams casino can be happy with offering this poor level of customer service. The 287.50 on its way to me still leaves 12,000 owing to me and although I am over the moon that we finally have some movement I just can not see why this is being dragged out and being paid in parts here and there. reading some of the feedback from other players I am clearly not the only one to experience this exact situation and quite honestly I am disgusted at the obviously standard stalling tactics, used by Dreams casino. It's is fantastic to play and have a win but the frustration I have experienced really has taken the shine off. I appreciate any assistance you can provide Tawni, I have also seen the positive feedback left by players you have helped. Hope you enjoy your break and I look
Forward to hearing from you.

KLEAD78 Australia
Posted on January 1, 2018

I have now received 287.50 via bank wire. 12,000 to go.

Posted on January 5, 2018

Hi Chloe--

Your next payment is a bit better. ;-)

Earlier today, your next payment was sent off to our processor: 1/5 Paid $2317 for transaction #53799100. I would expect this to reach your account before the end of the coming week.

I'll be back in a few days with another update...

Have a great weekend!

Tawni

KLEAD78 Australia Message
Posted on January 7, 2018

Yep ok, have not received and still unsure as to why it hasn't all been paid ?

KLEAD78 Australia
Posted on January 10, 2018

Why is it taking so long for dreams casino to process my payouts ? Having you confirm each step is great and all but it has not made the process any more efficient. Let me be super clear, I find your withdrawal processes unacceptable. I should not waiting for over 3 mths for funds. Why did you split a 5000 withdrawal up, and why would I get one part weeks apart from the other ?
I am a reasonable business woman but at no point have I been provided with a reasonable reason for you seemingly dodgy practices. Please just process all outstanding withdrawal so I can be done with this very stressful and frustrating experience.

Posted on January 11, 2018

Hi Chloe--

I'm very sorry, but we make no secret that we can only issue up to $2500 each week. This is due to limitations by our processors and there is nothing I can do to change this for you or anyone.

https:­//w­ww.d­re­ams­cas­ino.co­m/b­anking/

"Except when stated otherwise, Dreams Casino Casino allows a maximum payout of $2,000 per week. If you're a VIP player, weekly payments can be even higher."

I am continuing to ensure your payments are now being sent off weekly. I've already put in the request for your next withdrawal to be sent off. Once I have confirmation this has been done, I will be back with another update.

Tawni

KLEAD78 Australia
Posted on January 11, 2018

Hi
I asked about your weekly max payout and was told it wouldn't be an issue as I had already waited so long.
I'd be very happy if I received my winnings as weekly payments of 2500 but that's not what's happening. I today received the first lot of 2317 which is great.
So i have multiple withdrawals of 1000 so will you process two at time then ? The ones from sep/oct I mean.

Posted on January 15, 2018

Hi Klead--

Another payment was sent off to you, late last week: 1/11 Paid $1646 transaction #53925104 ($823) & # 53925106 ($823). I would expect you to find this in your account towards the middle of this week.

As you can see, we bundled as many withdrawals as possible (we have to do this in chronological order) to pay you as much as possible towards that $2500 threshold. Your next withdrawal is in the amount of $1823, which would have pushed your last payment over that $2500 threshold. The $1823 will be approved today and sent off later today or tomorrow.

Once I have confirmation that the payment has been sent off to our processor, I'll be back with another update.

Tawni

KLEAD78 Australia Message
Posted on January 16, 2018

I now understand why you split and group withdrawals the way you do although this does make it very hard to keep track of what has been paid, Therefore I will keep this complaint open until the original total of 12,300 has been received but I do appreciate your continued attention to this and I will confirm as funds hit my bank account.

KLEAD78 Australia Message
Posted on January 18, 2018

Received. $1646 and $1823 today. Thanks.
I have now received a total of $6073.39. From a total of 12,300 - fees. Can you confirm how much I have left in withdrawals still to pay as I can no longer see all pending withdrawal on my casino account.
Thanks

AskGamblers
Posted on January 20, 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.

AskGamblers
Posted on January 24, 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 January 24, 2018

Hi Klead--

I'm so very sorry for not getting back to you sooner.

First, another wire was sent off a couple days ago: 1/22 Paid $925 for transaction #54299887. I would expect this will be reflected in your account before the end of this week.

Regarding further withdrawals, I'm seeing there is another $5316 due to you. Please let me know if this jives with your numbers. ;-)

I'll be back in a few days with another update,

Tawni

KLEAD78 Australia
Posted on January 24, 2018

Hi
Yes that seems about right. I will await the receipt of the $925 and confirm.
Thanks

KLEAD78 Australia
Posted on January 26, 2018

Hi
I have had a good look at what has been paid and I agree with the amount you say is left owing to me which was $5316 from original 12,300. I also have 2 recent withdrawals of 1000 on 1/8 and 1,500 on 1/25 I obviously understand these will take longer to be paid but just want to clarify these are not being included in your calculations of what's owing in relation to this complaint. The total I have in withdrawals at this time is $7816.00 with $5316 being part of the 12,300 specific to this complaint. Can you confirm. Thanks

AskGamblers
Posted on January 29, 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.

KLEAD78 Australia
Posted on February 2, 2018

$925 received. It's frustrating that it looks like you were going to let another response timeframe close.
Please respond to my previous enquiry and advise of next payment.
Thanks

Posted on February 4, 2018

Hi Klead--

I'm very sorry--it's unusual for me that I was unable to respond before your issue expired, however, I did have this re-opened for you as I want to make sure this is resolved. Because I'm up against the AskGamblers clock, I tend to respond to those issues with the least amount of time. Every time you respond, this re-sets the clock, which means I'll likely not get to your issue as quickly as you'd like.

Regarding your last payment, for your records, I want to give you the transaction information: 1/28 Paid $825 for transaction #54600847.

I've just checked your account and I do see your next withdrawal was sent off to our processor, yesterday: 02/03 Paid $825 for transaction #54697232. I would expect you'll find the funds in your account toward the end of this week.

I'll be back in a few days with another update,

Tawni

KLEAD78 Australia
Posted on February 5, 2018

Hi
Thanks for update. At today's date I have received a total of $8661
I am expecting another $3639. Plus $2500 on top of the original 12,300 Can you please confirm.
KLEAD78

Posted on February 8, 2018

Hi Klead--

I'm sorry--I'm travelling for work this week, which means I only have very limited access to accounts.

What I can tell you is that another payment was sent off, yesterday: 2/6 Paid $2317 for transaction # 54697257. I would expect you'll find the funds reflected in your account, early next week.

First chance I'm able to look further into your account, I'll be sure to confirm the amounts you've mentioned.

Tawni

KLEAD78 Australia
Posted on February 8, 2018

I am so confused. Very messy process. I actually feel for you that this is job. Nightmare. Your confirmation and a list of all payouts and dates would help me no end.
Thanks Tawni

AskGamblers
Posted on February 10, 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 February 13, 2018

Hi Klead--

Here is the current list of payments I have for you:

2/13 Paid $925 for transaction #549573182
2/6 Paid $2317 for transaction # 54697257
2/3 Paid $825 for transaction #54697232
1/28 Paid $825 for transaction #54600847
1/22 Paid $925 for transaction #54299887
1/15 Paid $1823 for transaction #54299869
1/11 Paid $1646 for transactions #53925104 ($823) & # 53925106 ($823)
1/5 Paid $2317 for transaction #53799100
12/25 Paid $287.5 + $12.50 Service Fee for transaction #53379555

Because I'm still travelling, I only have limited information to give to you (I have only very limited access to your account). I'll be back home, Thursday, at which point, I'll be able to tell you what is still due to be paid and also what bonuses have been removed. I believe you'll find things are in pretty good shape.

All the best,

Tawni

KLEAD78 Australia Message
Posted on February 15, 2018

Much appreciated Tawni. I'll wait to hear from you when you return.

AskGamblers
Posted on February 17, 2018

Dear Dreams Casino,

Please let us know if there's some update regarding this case.

Posted on February 19, 2018

Hi Klead--

I've just checked on your account and there was only one payment left for you, and this was sent off to our processor, earlier today: 02/18 Paid $1500 for transaction #55153786. I would expect you'll see this in your account towards the end of this week. ;-)

At this point, there are no further withdrawals pending either approval or payment.

I wish you all the very best,

Tawni

KLEAD78 Australia Message
Posted on February 19, 2018

Ok I get that clarity and communication are not strong points but please explain to me where the rest of my winnings has gone ?
I had a total of $14,800
including the 1500 you say is on its way you have paid me a total of $13,403 so please clarify why I have not been paid $14,800 ?

Posted on February 20, 2018

Hi Klead--

I've just sent you an email containing a complete reconciliation of your account. I believe that once you've gone through this, you'll find all the answers you're looking for.

All the best,

Tawni

KLEAD78 Australia
Posted on February 22, 2018

Hi
Yes I got the email, this info means nothing, you take bonuses off ? Regardless of the bonus amounts, once players meet the required play through they should get their winnings surely. As these winnings are from sep 2017 and you split and paid winnings in different amounts to how I withdrew it, I have no way to reconcile against my records. I have lost $1400 in bonuses from my calculations ????
Yet another questionable practice by dreams casino.
I have found this to be a shocking experience and very stressful, this is maybe the 8th casino I have withdrawn winnings from and never have I come across these "rules".
I believe I'd still be waiting if I had not lodged a complaint with askgamblers. I like a lot of other players am so keen for this to be over, I give up and accept that you deceive and scam players and simply never gamble with your casino again.
Thank god this nightmare is over !

AskGamblers
Posted on February 22, 2018

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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