Complaint #15 Dream Vegas Casino

Cancelling my withdrawals for incorrect reason

By Kamila V.

7 years ago

Message on forum

Hello, my name is Kamila < personal information removed >. I need advise from Gambling Commission regarding my issue with Dream Vegas Casino. I created an account in Dream Vegas, then I made my first deposit and I take my welcome bonus (200% first deposit bonus). I am playing in casinos for few years and I am perfectly aware about all terms and conditions as I have an accounts in the most popular world casinos. There was never any problems with funds withdrawal - but not with Dream Vegas casino. After I read all terms and conditions I start play with my bonus funds. I was perfectly aware that one bet can not be bigger than 5GBP. With bonus funds I was playing about 30h, several times I was contacting live chat just to be sure that everything is ok, and to double check how much wagering left. When bonus funds wagering was completed (29.09.2018) bonus funds was transferred to my „real” cash balance. The full balance of real cash was 2000GBP. For 1500 gbp I put withdrawal request. With rest of the funds I was keep going play. I win more and I put a withdrawal request for additional 500 GBP and 600GBP. I contact live chat with the question how long withdrawals would take. I get an information that withdrawal request will be approved in 48h. I decide to put time out on my account. Funds was in pending status. Yesterday (30.09.2018) I again contact live support regarding my winning. I get response that funds withdrawal was approved and ready to go to my visa card. Today I get an email from Dream vegas casino that my winning was cancelled (please find the attachment). I was more that shocked, as I was perfectly aware about all rules how to play with bonus funds. Also there was no proof on anything just notice that my winnings was cancelled. I emailed them directly - but havent got any response. I contact live support again, and what I heard there was more than ridiculous! Please find the attachment where support is saying that my winning was cancelled because 1 of my spin bets was 100 GBP. In all 30h gambling my bet was never bigger than 2 GBP. As I was perfectly aware about all bonus wagering terms and conditions. I was sure that it is incorrect information and casino is lying to me. I remember when I was playing that slot as it gives for me a bonus, but my bet was all the time 1GBP. Today after chat with support I go to that slot to check what was the maximum bet on that slot, and the maximum bet was 10 gbp! So the casino was saying that they cancelling my winning because my bet was 100 GBP on slot where maximum bet is 10 gbp (please find the attachment). How casino can be so irresponsible. Please also find my details in dream vegas casino: < personal information removed >. Please advise how I can get my winning? I think that they dont want to pay my money back, as when they let me know that it will take 48h to confirm withdrawal I say that I will dont made any other deposit to this casino. Also I am not trust this casino as I more that sure that information that my bet was more than 5 GBP is not correct! I even have an idea that they are able change account history until I decide to put time out on my account. And the worst part was about false information regarding 100gbp bet... kind regards, hope to get advise from you ...

Disputed Casino Dream Vegas Casino

Reason Bonus terms violation

Discussion

AskGamblers

• Support Team

7 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.

Dream Vegas Casino

• Representative

7 years ago

Hi KAMILAMILALA,
Good afternoon.

Our in house team has reviewed your account and we can confirm that you bought 10 features ranging between £60 and £100 each, while the welcome bonus was in play; thus breaching Clause 13 of the Significant Terms https://www.dreamvegas.com/#promoterms: The maximum bet for any of your bonus funds is limited to £5. Should you bet higher than this using your bonus funds, you revoke such bonus funds and they shall be removed from your account.

9 features were bought on Spinal Tap, on which you purchased VIP passes and the game rules confirm the following in relation to this feature: https://whitehatrgs.blueprintgaming.com/Desktop/BP_SpinalTap/help/helppage-standard-en.html?language=en&gameEngineID=spinaltap&clientFolder=BP_SpinalTap&profile=standard&rtp-base=NaN&fileType=help

VIP Guest Pass
• The optional VIP Guest Pass can be activated at any time before a spin.
• By pressing accept you agree to wager the value displayed (which is equivalent to 50x your current bet).
• Once accepted ROCK MODE will start immediately.

You also bought a £100 feature on Genie Jackpots https://whitehatrgs.blueprintgaming.com/Desktop/BP_GenieJackpotsMegaways/help/helppage-standard-en.html?language=en&gameEngineID=geniejackpotsmegaways&clientFolder=BP_GenieJackpotsMegaways&profile=standard&rtp-base=NaN&fileType=help :

Genie Bonus Wish Bet (depending on Operator configuration)
• Play the Genie Bonus Wish Bet to automatically trigger 3 or more Bonus (scatter) symbols for direct access into The Cave of Wonders.
• Pick 1 of 4 Lamps to reveal your Free Spins round.
• The Genie Bet will cost 100x the players stake.

@askgamblers we will send you the players full game-play, as well as an index of the breaches which occurred on tab 2.

Regards,
Dream Vegas Casino

Kamilamilala

• United Kingdom

7 years ago

Hello, 2 day ago I get an email from „relevant department” which Dream Vegas say to contact - „Thank you for contacting the casino.

We have to advise you that the decision is final and will not be overturned.” - So can I ask please why you are saying that you are investigating my case if you are replying with the same phrase that final decision already taken and you dont care about my complain? And that you are just taking your decision and even dont feeling responsibility to provide proof behalf on what your „final decision” was taken? :)

Dream Vegas Casino

• Representative

7 years ago

Hi KAMILAMILALA,
Thanks for sending us your comments.

Rest assured that we will get back to you with the relevant information on your case. We always work hard to give our players the best attention.

But unfortunately, we do not held the information of our players here with us.

If you want to get in touch with us directly, we highly recommend you to go online and chat with our 24/7 chat team.

We are talking to the team that is dealing with your case and they are still doing investigations.

We will came back to you as soon as we have news.

Regards,
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