Complaint #46 Dream Vegas Casino

Winnings confiscated due to unclear bonus terms

By Dreaho

6 years ago

Message on forum

Hi there,
I was hoping you guys could help me with my issue. I deposited $150 and received a $60 bonus at Dream Vegas. While playing through my wagering requirements I bought a bonus feature for $80. This feature was for the game Legacy of Ra. My bet was for $0.80 and the bonus feature can be bought for 100x the bet, allowing you to be guaranteed the bonus feature. I have always been very careful not to bet anywhere near the maximum amount which is $5 and did not in any way think that buying a bonus feature was a bet since my bet was still only $0.80. The casino ended up confiscating $4550 in winnings because I have breached their terms. Nowhere in their terms do I see that this is not allowed. They even list games that contribute 0% towards wagering requirements which are restricted. When you enter these games your bonus funds do not show up. No where in this list does the bonus feature show up as being restricted. As an average player I feel that this situation needs to be clearly defined in their terms. I noticed a similar situation that was resolved through you guys. https://www.askgamblers.com/casino-complaints/dream-vegas-casino-winnings-confiscated-due-to-mysterious-bet-in-violation-of-bonus-terms
Please help.

Disputed Casino Dream Vegas Casino

Reason Bonus terms violation

Amount $250

Discussion

AskGamblers

• Support Team

6 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.

Dreaho

6 years ago

I found the following information online from the Code of Commercial Communications Consultation Document-FINAL. It states the following:
Part VI – Misleading and Unfair Promotional Mechanisms
14. Promotional schemes operated by authorised persons shall be subject to Parts V – VIII
of the Consumer Affairs Act (Cap. 378 of the Laws of Malta).
15. (a) ii.A scheme cannot omit or hide material information, or present it in a manner which is
unclear, unintelligible or ambiguous;
iii.A scheme must delineate all material information, including wagering and deposit
requirements which must be fulfilled by a player in order to become entitled thereto,
as well as all or any applicable restrictions or other conditions in a clear and
unambiguous manner:
Provided that any ambiguity shall be interpreted in a way that is least prejudicial to
the player;

I believe it is therefore the law to be specific in regards to the bonus and wagering terms outlining "any applicable restrictions or other conditions". The ambiguity in this case is certainly not in my favor.

Dreaho

6 years ago

Askgamblers or Dream Vegas, would I be able to get a copy of the game-play please? I find it rather suspicious that I am no longer able to look at my history of gameplay on the Dream Vegas site.

Dream Vegas Casino

• Representative

6 years ago

@AskGamblers we have sent you DREAHO game-play , as well as an index of the breaches on tab 2

DREAHO, your latest information has been sent to the relevant department.

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