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Dreams Casino - Need help to resolve payment issues

39 hours left for tupelo99 to respond.
Posted on July 3, 2019

Dear Ask Gamblers

Please help. Dreams casino owes me approximately for well over one year now. I have the following withdrawal requests. Some have been approved but none have been received. Please help me collect from Dreams and figure out what exactly is going on with my cashouts. I don't believe that I have received any of these. The withdrawals are (amount and date):

2/26/17: $1800

8/26/17: $2500

8/26/17: $2500

11/15/17: $2000

9/14/18: $1250

11/9/18: $2500

12/17/18: $2500

12/26/18: $2500

12/26/18: $2500

1/4/19: $2500

$3750 left in balance

Thank you for any assistance you can provide.

AskGamblers
Posted on July 16, 2019

This complaint has been reopened as per Dreams Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Posted on July 16, 2019

Hi Susana--

My sincerest apologies for not responding sooner--I was away part of last week and I'm just getting caught up.

I've reviewed your account and I see we're missing your wire details. I've just sent you an email regarding this and as soon as I receive your information, I'll be able to have your withdrawals sorted.

Much appreciated,

Tawni

AskGamblers
Posted on July 20, 2019

Dear Dreams Casino,

Please let us know if there's some update regarding this case.

Posted on July 24, 2019

Hi Susana--

I've not yet received a reply to the email I sent you, last week. I've re-sent the email--please reply with the necessary information as soon as possible.

Much appreciated,

Tawni

AskGamblers
Posted on July 24, 2019

Dear @tupelo99,

Please let us know if you have cooperated the casino and sent the required paperwork. Please be in aware in case you fail to respond within the given time AskGamblers Complaints Team will have no other option but to reject this complaint upon submitter's unwillingness to cooperate.

Posted on July 24, 2019

Dear Tawni,
I have sent my bank and wire information to Dreams. Please let me know if there is anything else I need to do.
Thank you so much for all of your help with this issue. It is greatly appreciated.

Thanks again,
Susana

Posted on July 28, 2019

Hi Susana--

I do see we've received your wire details, however, there's a note on your account regarding your bank. I need to speak with our Payments Manager about this when she gets in, tomorrow. As soon as I have answers, I'll be back to fill you in.

Tawni

Posted on July 30, 2019

Tawni,

Thank you for checking on the wire details. Please let me know if there is anything I need to do on my end.

Thanks again,
Susana

AskGamblers
Posted on August 2, 2019

AskGamblers Complaints Team has just extended the response time frame with another 96 hours hoping that Dreams Casino management will soon jump in with an update on this complaint.

Posted on August 2, 2019

Ask Gamblers,

I want to thank you for the extension. You have been so diligent in trying help resolve the issue with Dreams Casino.

Thanks again,
Susana Alejandro

AskGamblers
Posted on August 6, 2019

AskGamblers Complaints Team has been informed that Dreams Casino representative might not be able to respond to ongoing complaints until Wednesday, 7th of August, therefore the time frame is being extended with another 96 hours.

Posted on August 10, 2019

Tawni,

I still have not heard from Dreams. I appreciate your help and hope this can be resolved soon.

Thank you so much,
Susana

Posted on August 14, 2019

Hi Susana--

I'm just getting into the office and I don't want your issue to expire. Please give me just a few minutes and I'll check on your account and come back to you.

Tawni

Posted on August 14, 2019

Hi Susana--

My sincerest apologies for not getting back to you sooner.

Unfortunately, we can no longer issue payments to Chase and I'll need to receive wire details for another bank. If you need to open a new account elsewhere, I highly recommend Citi or BofA. Once you have alternate wire details available, please send this over to me directly.

Much appreciated,

Tawni

AskGamblers
Posted on August 17, 2019

Dear @tupelo99,

Please keep in mind that your lat post has been removed due to the fact it was containing sensitive personal information. Make sure to read carefully and comply with all Complaints Guidelines from now on - https:­//w­ww.a­sk­gam­ble­rs.c­om­/co­mpl­ain­t-g­uid­elines

We would like to inform you that your banking info have been forwarded to the casino representative via private message.

Thank you for your cooperation.

AskGamblers
Posted on August 21, 2019

Dear @tupelo99,

Please let us know if there's an update regarding your ongoing complaint. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

Posted on August 21, 2019

Dear AskGamblers,

I have sent my new information from Bank of America to Dreams and received an email stating that they had received it. I also sent you the same information. Is there anything else I need to do?

Thank you for your help.
Susana

AskGamblers
Posted on August 25, 2019

Dear Dreams Casino,

Please let us know if there's some update regarding this case.

Posted on August 27, 2019

Dear AskGamblers,

I have not heard from Dreams. Thank you for continuing to help.

Susana Alejandro

AskGamblers
Posted on September 5, 2019

This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Posted on September 9, 2019

Hi Susana--

It's moments like this that I dread more than anything...

The very day I received your wire details, I received notice that we could no longer issue payments to B of A. To say the least, it's been a bit nightmarish for our casinos, processors and most of all, our players and I can only apologize for the added difficulties this is causing.

I'm sorry to say the only way forward is with another bank account. Please let me know as soon as you have something else secured or if you have any questions.

Tawni

Posted on September 12, 2019

Tawni,

Thank you for replying to my request. I opened a BoA, I also have a Wells Fargo account and a Chase account. Will you take either of these accounts? Or which bank do you recommend?

Thank you for your help.
Susana

Posted on September 12, 2019

Hi Susana--

Unfortunately, we can't issue payment to any of those three. Citi is definitely best. Alternatively, I can have your withdrawals paid in Bitcoin if this would work for you?

Please let me know...

Tawni

AskGamblers
Posted on September 15, 2019

Dear @tupelo99,

Please let us know if there's an update regarding your ongoing complaint. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

Posted on September 15, 2019

Tawin,
Bitcoin would be great. I have just sent the address to Dreams. Let me know if you need me to sent it to you at this site too.

Thank you so much for your help.
Susana

Posted on September 19, 2019

Hi Susana--

I'm SO happy you were able to go with Bitcoin. ;-)

I'm not sure if you've noticed but your first withdrawal has already been issued to your wallet: 9/16 Paid $2500 (0.242) + no Service Fee BTC for transaction # 72594285.

I'll be back in a few days with news on your next withdrawal.

Tawni

Posted on September 22, 2019

Tawni,
Thank you so much for your help. I saw the deposit in Bitcoin.

You are awesome!

Thanks again,
Susana

Posted on September 25, 2019

Tawai,
I received $2219 today! Thank you for all of your help.

You are a wonderful mediator.

Thanks again,
Susana

Posted on September 29, 2019

Hi Susan--

I'm just so happy things are moving along now--I genuinely felt terrible with how things were stalling for you.

I've checked on your account and I see your next payment is scheduled to be issued, Thursday. As soon as I have transaction details, I'll be back with another update.

Enjoy the rest of your weekend,

Tawni

Posted on October 2, 2019

Good Evening Tawni,

I appreciate your help with getting Dreams to start settling their account with me. Have a wonderful week.

Susana

AskGamblers
Posted on October 5, 2019

Dear Dreams Casino,

Please let us know if there's some update regarding this case.

Posted on October 7, 2019

Tawni,

I have having issues with Bitcoin, may I send Dreams another Address?

thank you,
Susana

Posted on October 8, 2019

Good Afternoon Tawni,

I resolved by issue with Bitcoin. Therefore, Dreams can keep sending the winnings.

Thank you so much for you help.
Susana

AskGamblers
Posted on October 9, 2019

Dear Dreams Casino,

Please let us know if there's some update regarding this case.

Posted on October 12, 2019

Hi Susana--

You likely already are aware, however, two more payments have been issued to your wallet:

10/10 Paid $2500 (0.29181617) + no Service Fee BTC transaction #75610403 ($1250), #75610402 ($1250)

10/3 Paid $2500 (0.30175282) + no Service Fee BTC transaction #75490715

I've put in the request for your next withdrawal to be sorted this coming week. I'll be out of the office until the end of the week, but I'll be sure to give you another update as soon as I return.

Have a great weekend,

Tawni

Posted on October 15, 2019

Hello Tawni,

Yes, I have received the payments. Thank you so much for the updates.

Susana

Posted on October 19, 2019

Hi Susana--

I've been looking over the current notes on your account and I'm a bit confused with what I'm reading. I'll need to speak with our Payments Manager later today to get a better understanding of what's up with things.

I'll be sure to come back to you later today/tomorrow. ';-)

Tawni

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