Complaint #273 Dreams Casino

Delaying payment since August

By Douglas P.

4 years ago

I requested a withdrawal in August for some 700$ and change, they did not pay me for a month while all of my proof of I'd shows as accepted. My withdrawal remained as pending. They said multiple times they would escalate my request, but another week would go by and nothing happens. So I got sick of it and decided I'd just play my account down to zero so I canceled that request. I happened to win more and am now sitting with a withdrawal request of 1761.02. which I requested 12 days ago. They keep claiming that they are backed up, but they still advertise a 7 business day withdrawal time frame. I'm still sitting as "pending" on my request.

Disputed Casino Dreams Casino

Reason Delayed payment

Amount $400

Discussion

AskGamblers

• Support Team

4 years ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Dreams Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Apeemlo

• New Hampshire

4 years ago

So it looks like the casino representative has misrepresented the information. Where they have "bonus balance converted" there was a code on my end that said "coupon reversal WITHDRAWAL approved -1006$" which happened at the end of wagering the bonus. - because I ended the wagering of the bonus ABOVE the max cashout of the coupon, the system generated this and then dropped me down to the max cashout of the coupon.

Now I suppose I could have immediately withdrawn the 400 dollars, and then redeposited the 400. But as you can see since the system generated this message indicating it had completed the requirements of the coupon. As if it's already REVERSED the coupon and WITHDRAWN the terms of it to a raw cash balance I chose to continue playing in good faith.

Of course needless to say apparently it would have taken months to withdraw my 400 and deposit it manually anyway.

If this isn't the way it's intended to work on the casinos end I see no reason to automatically reduce my balance to the max cash out upon completing the wagering requirement of the bonus.

Is this representative honestly saying to us all that they will punish a player for playing in good faith? And that the casino was ALLOWING me to play with those 400 dollars when I had NO chance to win and could ONLY lose? If so why would the casino not automatically prevent me from playing with that 400 at that point??? And WHAT on earth is the point of taking away that original 1006$????

Dreams Casino

• Representative

4 years ago

Hi AskGamblers--

I'm not certain what's happened with this, as I can see the attachment and it clearly shows the history.

I've gone ahead and forwarded the information directly to you.

Tawni

AskGamblers

• Support Team

4 years ago

Dear Dreams Casino,

Kindly notice that no transaction history relating to the withdrawal neither the terms of the coupon have been attached to your latest message. We are kindly asking you to attach the files as soon as possible, by posting the new message.

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.

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

Dreams Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 173 out of 178 complaints in this category have been resolved.

This operator's average complaint duration is 16 days, while the average duration across all operators is 8 days.

Dreams Casino Complaints

See all complaints for this casino

33 days and still waiting

Hello, I put in a $2,500 withdrawal request on February 15th, and it was finally approved on March 3rd. That equaled 12 business days.

I am still waiting for my withdrawal. It's been 13 business days since it was approved. Customer support told me that if I didn't receive it by March 17th, contact them and they will have it escalated.

I waited a couple of extra days and contacted them.

I got an email saying that escalations usually take 24-72 hours???

The only reason it's escalated in the first place is because of them. This is beyond frustrating!

Please help!

Thanks!

Resolved

$2,500

Need help with Verification for wallet and ID and Live chat dont work

I’m having an issue I sent $10 worth litecoin to my dreams casino wallet it went through on site end but it doesn’t verify the Wallet and it won’t also let me confirm my ID and I also having a problem with live chat when I click it it doesn’t pop up nothing, stuck verification page again I web had refreshed

Rejected

Delayed payment 1475 USD

My payment is overdue.

I have been through this before with the Inclave casinos, and you guys always get my payment to me proficiently.

I submitted my withdrawal on the 15th of Oct., and it was approved on the 20th of Oct. Today is the 28th.

They told me it should have been paid by now.

I have been through this dance before with them, and you were my lifeline. I was hoping you could do it for me again.

Thank you again for the service you provide for our small community.

Resolved

$1,475

Refusing to pay me my winnings 400$

The company is refusing to pay me. My winnings, I have room submitted over $400 worth of winning that are due to me and the company is doing everything they can do to not pay me the winnings. Stalling, giving me the runaround. Even after I deposited an $11 Fee to withdraw my mini. That's still I'm not allowing me to a job. The many or are we turning my deposit

Resolved

$400

My withdrawal was approved on the 19th of November 2024.

My withdrawal of 760.05 was approved on the 19th of November 2024. On the same day I got an email saying my payment was coming. Well, to no one’s surprise that never happened and I still didn’t get paid. Contacted the casino’s customer support and as usual they told me the complaint will be escalated however that never does a thing. I would appreciate some help with the issue!
Nikolett

Resolved

$760

Will not verify my ID

I have a winnings payout yet first they want to verify my documents. I have been sending them my documents for months and they have never verified. I can't speak to anyone that will help me. I just keep getting a run around from anyone I speak to on chat. My documents are valid. I have sent multiple emails.

Rejected

Payment Delay 2500 USD

I have been in contact with them about my withdrawal.

It stated it would take 5 days then they moved to further.

They have so-called escalated it twice and still nothing.

I'm VIP 4 and still have to wait so long.

My withdrawal is $2500. I dont understand why they say they will escalate it and that has a timeframe on it too.

Resolved

$2,500

No update on withdrawal request of 2033$

Hello!

I placed a withdrawal request on the 9th of April at dreams casino. On April 13th, I contacted support & was informed I didn't complete my playthrough and I must do so to receive my withdrawal. Before placing the withdrawal request on the 9th, it did show my playthrough was complete.

I completed the playthrough on the same day when I contacted support. It's past 5 days & I'm still waiting for an update on my withdrawal request.

Withdrawal amount

2033

Resolved

$2,033

Waiting on withdrawal of 2500

So I requested a withdrawal In March and it was approved April 2nd and I’m still waiting for payment. I have contacted the casino over and over and keep getting told different things. It’s Bitcoin so it should be instant when paying out this way, I contact the casino and get told to come back in a month and whatever else etc this has become so frustrating and honestly I don’t know how they even keep their business

Resolved

$2,500

Dreams casino - No response withdrawal approved not received

I made a deposit on March 9 2024 I played and requested a 1000.00 withdrawal. This was done via crypto. I was told it would be 72 hours then nothing. Then I spoke to someone and they said it was approved on the 19th of March and would be released to me within 72 hours I contacted them 4 days later and was told it's 7 to 10 days from the request which was on the 9th. I informed them of this and was told it was approved on the 19th of March and would be 72 hours I contacted them again after the 72 hours and was told 7 to 10 business days from approval on the 19th so here is it the 2nd of April it has been passed the 10 business days and now I can get no response to my chat requests or emails.

Resolved

$1,000