Complaint #286 Dreams Casino

Blocks account after hitting the 59K Jackpot on Fortunate Budda

By dajung

3 years ago

Sorry, I'm adding this a second time, because I didn't get notification the first one went through.

On September 13, I logged into Dreams to play with my cashback from gaming on the site over the weekend. I played Fortunate Budda, I was just a couple rolls in, and I hit their big jackpot. $59,000 jackpot! I couldn't believe it. It even took a few to process. I thought my eyes were playing tricks on me. I reached out to their online support to verify was it real. I was told yes it is real.

I asked, can I even cash out a jackpot when I'm playing with cashback? He said yes, there is no max cashout when playing with your cashback. I was told congratulations, it was all mine and to expect delays due to the amount. I did take screenshots of the conversation.

After the conversation, I attempted to withdrawal. I was only able to request $2500 at a time. I put in over 20+ withdrawal requests. I logged in every day to see if any approved.

A few days later I couldn't log in. I tried to email, no response. I have tried to email 4x now to ask why am I locked out of my account. I have emailed every email listed (cashier, vip, and support).I have had no response from any of them.

I have tried to call, but it ask for your six digit support plus number, and I don't know what that is. I get no response. I guess this is how they handle not paying a large jackpot win.... just delete the account and act like it never happened.

Disputed Casino Dreams Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

3 years ago

Dear all,

Following a careful review of valid information and proof presented by Dreams Casino management, the AskGamblers Complaint Team has reasonable grounds to suspect that the player might have been involved in committing potential fraudulent activities.

The AskGamblers Complaint Team maintains zero tolerance towards players trying to abuse our complaint service and not using it in a good faith. Therefore, we made the decision to reject this complaint and to impose a permanent ban on the player to use our services from now on.

Dreams Casino

• Representative

3 years ago

Hi David--

I've gotten all of the answers and unfortunately, I don't have good news for you...

Our terms are quite clear regarding multiple accounts/multiple promotions in one household:

ADDITIONAL TERMS APPLICABLE TO ALL BONUSES

1. Only players who have registered a Real Money Account are eligible to receive Promotions. Only one Real Money Account per player is permitted. Multiple accounts will be closed. Players who register multiple accounts (including accounts with different personal details) will not be eligible to receive any bonuses or winnings, and all withdrawals will be cancelled.

2. Each promotional offer is available only once per person, family, household address, email address, credit card number, and environments where computers are shared (university, fraternity, school, public library, workplace, etc.)

--

Because of this, both accounts have been banned, permanently.

I've sent the necessary evidence to AskGamblers management as proof of the accuracy of my statements.

Tawni

Dreams Casino

• Representative

3 years ago

Hi David--

I've been reviewing your account and there's a bit here that I'll need further clarification on from our Payments Manager.

Please give me a day to look into this and I'll be back with information.

Tawni

AskGamblers

• Support Team

3 years ago

Dear Dreams Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dreams Casino Complaint Stats

Resolved 176 / 182

Avg. Amount $4,141

Avg. Complaint Duration 16 days

Avg. Response Time 3 days

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