I submitted a request for withdrawal on July 1, 2021 which has yet to be approved or paid. I complied with submitting all of their required documents, which they have acknowledged receipt. They have escalated multiple times, they have submitted requests for follow up multiple times and each person I have spoke with tells me to wait 24 to 48 hours and they should have a response, no response has ever been received.
June < last name removed >
Customer Support Specialist
Checking status of withdrawal
Welcome to Live Support. While we find the best agent to assist you, please help us expedite your request by giving us a couple of pieces of your account information. Please type your username carefully here first:
Thank you for entering your username.
One of our representatives will be with you shortly.
< email removed >
Thanks for contacting Dreams Casino. I will do my best to help you today.
Michael how’s your day going? I hope you're doing well.
Thank you for verifying your account information.
Not a problem. I’d be happy to help you with your inquiry about that.
We apologize for the delay on the follow up of your withdrawal request. I will personally send your case to the finance department through our manager. To be able to do so, we kindly request you to verify the following payout details for us:
- Bank Name:
- Bank Address:
- Bank account holder name (Exact name on the Bank account):
- Address of player (Street, City/ Area, District /State, Postal code, Country):
- Acct Number or IBAN number:
- Swift code:
- Branch Code: (6 Digit number)
- Checking Account or Savings Account.
- Type/Name of Banking Account:
- Date account was opened (month/year):
- City and country of birth:
Allow me a moment while I check your account. Thank you for your patience!
It was Bitcoin
Michael I am back. After through checking, I do see here that you have pending withdrawal requested on 1st of July for $2500.
I will do all my best to get this approve, though just to set your expectation it will still be subject to approval by our finance team.
*Due to the high volume of withdrawal request we receive, there has been a delay on the approval of request. Rest assured, I will make a follow up right now so that your request will be prioritized.
Michael don't mid that. Just a wrong information. Your verified payout details is via bitcoin.
Approvals are delayed 2 months
when most casinos it is 2 to 3 business days or less
Michael I do understand your frustration on this and I will also feel the same way if I where on your shoes, nothing to worry, this has been escalated already rest assured that this will be prioritized and move forward. I am really sorry for the delay of your withdrawal and thank you for understanding.
I don’t believe I have any understanding
Michael I know how important it is to withdraw your winnings, so no worries I will work this out for you.
That is what you said last time, some 2 weeks ago now
We do our best to improve our withdrawal process, We apologize for the inconvenience.
We should be getting an update or feedback on this within 24-48 hours.
Like that isn’t the first time I’ve heard that one
That is the same thing I have heard from everyone there for the past 2 months
I understand your frustration Michael, I will be frustrated my self if I am in your shoe. Though as mentioned above I have escalated and even expedited it to our team for you to receive your withdrawal the soonest possible.
Yes but when nothing happens and I wait yet another 24 to 48 hours and nothing then what wait another 24 to 48 hours for nothing to happen
It’s been escalated…. Nothing…. Follow up has been sent…. Nothing…. Rescalated….. Nothing… see the pattern there, no matter what you all try…… Nothing
Day in and day out for 2 whole months now.
We don't have the authority to provide specific date when it is approve. As we do have a specific department for it. What I can do is escalate this one so that it will move forward.
Been there, tried that….. Nothing…..
does this specific department only work one day a year and that is when you all process all of the withdrawals that have piled up?
Because for this to have been escalated this many times and had follow ups sent with no response…. Quite odd
Michael I understand your frustration. Believe me. We wanted for you to receive the pay out as much as you do. I will make it a priority to have this withdrawal moving for you.
Either the specific department got covid and all died or they only work one day a year
Had I requested the withdrawal June 30 I would have received it weeks or months ago but I missed it by one day and so now I have to wait an entire year for that department to come to work again… sucks for me
Michael I do understand you. We do apologize for the delay.
i wonder how many return customers you actually have with payouts delayed this long….
Michael I already forwarded this to the relevant team. What I can do is to escalate this request to speed up the process for you.
Escalate, forward, no response, repeat, escalate, forward, no response, repeat,
That must be the steps written in your handbook
Michael what I can suggest is to follow up tomorrow for the status of your withdrawal.
Okay so that way I can get a different person to tell me the exact same thing and get them to escalate, follow up, no response, repeat….. okay
If I were in your position, I think I would feel just as you do.
We want to get to the bottom of this just as much as you do. We should be getting an update or feedback on this within 24-48 hours.
Yes heard that I can’t even count how many times before….
But I will put little to no faith in what you have said and contact a different person tomorrow for an update…
Michael just trust us. You will get your winnings soonest.
Sometime next year is what I should be hoping for I suppose
Michael we do apologize for the inconvenience.
Inconvenience, you have no idea
Just give me a ballpark, 2 months 3 months 5 months a year?
That way I can hold off on wasting your time and mine for at a few weeks months or years….
Michael I am sorry for any confusion and inconvenience the long wait may have caused. I will monitoring this for you. We should be getting an update or feedback on this within 24-48 hours.
Do you have any other requests for me at this moment?