Complaint #101 Dreams Casino

Delayed payments, quality of service is beyond a joke

By Chloe E.

8 years ago

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.

Disputed Casino Dreams Casino

Reason Delayed payment

Amount $13403

Discussion

AskGamblers

• Support Team

8 years ago

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.

KLEAD78

• Australia

8 years ago

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I have found this to be a shocking experience and very stressful, this is maybe the 8th casino I have withdrawn winnings from and never have I come across these "rules".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 !

Dreams Casino

• Representative

8 years ago

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

8 years ago

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 ?

Dreams Casino Complaint Stats

Resolved 176 / 182

Avg. Amount $4,141

Avg. Complaint Duration 16 days

Avg. Response Time 3 days

Dreams Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 173 out of 178 complaints in this category have been resolved.

This operator's average complaint duration is 16 days, while the average duration across all operators is 8 days.

Dreams Casino Complaints

See all complaints for this casino

33 days and still waiting

Hello, I put in a $2,500 withdrawal request on February 15th, and it was finally approved on March 3rd. That equaled 12 business days.

I am still waiting for my withdrawal. It's been 13 business days since it was approved. Customer support told me that if I didn't receive it by March 17th, contact them and they will have it escalated.

I waited a couple of extra days and contacted them.

I got an email saying that escalations usually take 24-72 hours???

The only reason it's escalated in the first place is because of them. This is beyond frustrating!

Please help!

Thanks!

Resolved

$2,500

Need help with Verification for wallet and ID and Live chat dont work

I’m having an issue I sent $10 worth litecoin to my dreams casino wallet it went through on site end but it doesn’t verify the Wallet and it won’t also let me confirm my ID and I also having a problem with live chat when I click it it doesn’t pop up nothing, stuck verification page again I web had refreshed

Rejected

Delayed payment 1475 USD

My payment is overdue.

I have been through this before with the Inclave casinos, and you guys always get my payment to me proficiently.

I submitted my withdrawal on the 15th of Oct., and it was approved on the 20th of Oct. Today is the 28th.

They told me it should have been paid by now.

I have been through this dance before with them, and you were my lifeline. I was hoping you could do it for me again.

Thank you again for the service you provide for our small community.

Resolved

$1,475

Refusing to pay me my winnings 400$

The company is refusing to pay me. My winnings, I have room submitted over $400 worth of winning that are due to me and the company is doing everything they can do to not pay me the winnings. Stalling, giving me the runaround. Even after I deposited an $11 Fee to withdraw my mini. That's still I'm not allowing me to a job. The many or are we turning my deposit

Resolved

$400

My withdrawal was approved on the 19th of November 2024.

My withdrawal of 760.05 was approved on the 19th of November 2024. On the same day I got an email saying my payment was coming. Well, to no one’s surprise that never happened and I still didn’t get paid. Contacted the casino’s customer support and as usual they told me the complaint will be escalated however that never does a thing. I would appreciate some help with the issue!
Nikolett

Resolved

$760

Will not verify my ID

I have a winnings payout yet first they want to verify my documents. I have been sending them my documents for months and they have never verified. I can't speak to anyone that will help me. I just keep getting a run around from anyone I speak to on chat. My documents are valid. I have sent multiple emails.

Rejected

Payment Delay 2500 USD

I have been in contact with them about my withdrawal.

It stated it would take 5 days then they moved to further.

They have so-called escalated it twice and still nothing.

I'm VIP 4 and still have to wait so long.

My withdrawal is $2500. I dont understand why they say they will escalate it and that has a timeframe on it too.

Resolved

$2,500

No update on withdrawal request of 2033$

Hello!

I placed a withdrawal request on the 9th of April at dreams casino. On April 13th, I contacted support & was informed I didn't complete my playthrough and I must do so to receive my withdrawal. Before placing the withdrawal request on the 9th, it did show my playthrough was complete.

I completed the playthrough on the same day when I contacted support. It's past 5 days & I'm still waiting for an update on my withdrawal request.

Withdrawal amount

2033

Resolved

$2,033

Waiting on withdrawal of 2500

So I requested a withdrawal In March and it was approved April 2nd and I’m still waiting for payment. I have contacted the casino over and over and keep getting told different things. It’s Bitcoin so it should be instant when paying out this way, I contact the casino and get told to come back in a month and whatever else etc this has become so frustrating and honestly I don’t know how they even keep their business

Resolved

$2,500

Dreams casino - No response withdrawal approved not received

I made a deposit on March 9 2024 I played and requested a 1000.00 withdrawal. This was done via crypto. I was told it would be 72 hours then nothing. Then I spoke to someone and they said it was approved on the 19th of March and would be released to me within 72 hours I contacted them 4 days later and was told it's 7 to 10 days from the request which was on the 9th. I informed them of this and was told it was approved on the 19th of March and would be 72 hours I contacted them again after the 72 hours and was told 7 to 10 business days from approval on the 19th so here is it the 2nd of April it has been passed the 10 business days and now I can get no response to my chat requests or emails.

Resolved

$1,000