Complaint #45
Dream Vegas Casino
Cancelled withdrawal for no reason
6 years ago
I’m resubmitting this complaint as my last one was rejected for not enough information.
On the 11th June 2019 I signed up to dream Vegas with an initial cash deposit of £130 and I took a bonus of 200% which gave me a total of £390 to play with. (£130 cash £260 bonus.
After only playing for around an hour or so I had used my cash balance (£130) and gone into using the bonus funds which I knew would require wagering at 35X. I played for well over 7 hours on that same day 11th June 2019 and kept winning small amounts but nothing overly big. I never once bet over the agreed £5 max bet bonus limit. And I never bought any bonuses either. This I can prove if necessary by taking the information from my online account play history.
When I woke up on Wednesday the 12th of June 2019 I started playing again. I had a bonus balance of around £400 still from the day before 11th June 2019. I started playing a game called King Kong cash on £4 a spin and at 08.08am on the 12th June I hit a big win totalling £1120. Which boosted my bonus cash balance up to £1452.56.
I then went to work and later on that day 12th June 2019 in my lunch break I started playing again the last game that I played was called magic fruits deluxe this was at 13:09pm 12th June 2019. After exiting that game at the above time I realised that my bonus cash balance had moved over into my casino cash balance. I clicked onto my account and navigated to the withdrawal section where it stated i had completely the wagering and I could withdraw £1426.66 which I did. After waiting almost 48 hours with the above amount pending I received an email on the 14th June 2019 at 12:10pm (which I have a copy of if needed) stating that the casino would no longer be offering me anymore bonuses on there site or any of there other sister sites and that my withdrawal had been rejected and they had giving me back my initial deposit of £130. They never gave any reason at all in the email as to why they had decided to do this. Within 3 or 4 hours of receiving the above email they had already started sending me bonus offer emails to which they had stating they were no longer going to offer me in the previous email. The email also stated that I could continue to play at there site with no problems. Clearly if I had committed some kind of offence or broke some kind of rules bad enough for them to cancel my withdrawal without a reasonable explanation they would have closed my account and not aloud me to play at there casino anymore at all. It clearly seems to me that they just didn’t want to pay out this amount which is very unfair and extremely bad practice. After looking around on google it didn’t take me very long to realise that I’m not the first person to have this issue at this casino. I hope that the above is enough information to process the complaint and I have more if it’s needed.
On the 11th June 2019 I signed up to dream Vegas with an initial cash deposit of £130 and I took a bonus of 200% which gave me a total of £390 to play with. (£130 cash £260 bonus.
After only playing for around an hour or so I had used my cash balance (£130) and gone into using the bonus funds which I knew would require wagering at 35X. I played for well over 7 hours on that same day 11th June 2019 and kept winning small amounts but nothing overly big. I never once bet over the agreed £5 max bet bonus limit. And I never bought any bonuses either. This I can prove if necessary by taking the information from my online account play history.
When I woke up on Wednesday the 12th of June 2019 I started playing again. I had a bonus balance of around £400 still from the day before 11th June 2019. I started playing a game called King Kong cash on £4 a spin and at 08.08am on the 12th June I hit a big win totalling £1120. Which boosted my bonus cash balance up to £1452.56.
I then went to work and later on that day 12th June 2019 in my lunch break I started playing again the last game that I played was called magic fruits deluxe this was at 13:09pm 12th June 2019. After exiting that game at the above time I realised that my bonus cash balance had moved over into my casino cash balance. I clicked onto my account and navigated to the withdrawal section where it stated i had completely the wagering and I could withdraw £1426.66 which I did. After waiting almost 48 hours with the above amount pending I received an email on the 14th June 2019 at 12:10pm (which I have a copy of if needed) stating that the casino would no longer be offering me anymore bonuses on there site or any of there other sister sites and that my withdrawal had been rejected and they had giving me back my initial deposit of £130. They never gave any reason at all in the email as to why they had decided to do this. Within 3 or 4 hours of receiving the above email they had already started sending me bonus offer emails to which they had stating they were no longer going to offer me in the previous email. The email also stated that I could continue to play at there site with no problems. Clearly if I had committed some kind of offence or broke some kind of rules bad enough for them to cancel my withdrawal without a reasonable explanation they would have closed my account and not aloud me to play at there casino anymore at all. It clearly seems to me that they just didn’t want to pay out this amount which is very unfair and extremely bad practice. After looking around on google it didn’t take me very long to realise that I’m not the first person to have this issue at this casino. I hope that the above is enough information to process the complaint and I have more if it’s needed.
I’d also like to point out that if Dream Vegas are referring to the bet amounts made on real king mega as shown below in the screen shot they were gambles using the gambling feature and not an actual £8 spin.
Your own terms state max bet of £5, A bet is a spin not a gamble on a win. Screen shot included.
If this is what dream Vegas are referring to as betting over the stated £5 max bet then that’s extremely sneaky and very unclear bonus terms.
Your own terms state max bet of £5, A bet is a spin not a gamble on a win. Screen shot included.
If this is what dream Vegas are referring to as betting over the stated £5 max bet then that’s extremely sneaky and very unclear bonus terms.
Dream Vegas Casino Complaint Stats
Resolved
21 / 29
Avg. Amount
$5,319
Avg. Complaint Duration
6 days
Avg. Response Time
2 days
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