Delayed my payout of 6426 EUR

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.

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.

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,

<full name removed>

Account number <removed>

DREAM VEGAS CASINO

<full address removed>

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!

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.

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.

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