Subject: Formal Complaint Against Dreams Casino: Approximately $60,000 in Outstanding Withdrawals, Repeated Payment Delays, and Lack of Financial Transparency
Dear AskGamblers Complaints Team,
I am submitting a formal complaint against Dreams Casino regarding approximately $60,000 in potentially outstanding Bitcoin withdrawals, repeated payment delays, unsuccessful escalations, contradictory information from customer support, and the inability to obtain a complete and accurate accounting of my winnings.
I have made numerous attempts to resolve these issues directly with Dreams Casino. Unfortunately, despite spending hours communicating with customer support, I continue to receive the same responses without meaningful progress toward payment.
My most recent conversation with Dreams Casino on November 2, 2026, lasted 2 hours and 24 minutes and raised additional concerns regarding the number of outstanding withdrawals associated with my account.
1. Approximately $60,000 in Reported Outstanding Withdrawals
As of November 2, 2026, my Dreams Casino account displays 16 pending Bitcoin withdrawal requests.
Based on my account screenshots, these withdrawals total:
Withdrawal Details Amount
13 withdrawals of $2,500 $32,500
3 withdrawals of $1,250 $3,750
Total visible pending withdrawals $36,250
During my November 2 conversation, customer support representative < full name removed > provided an additional list of outstanding transactions.
His list included:
Transaction Date Amount
August 28, 2026 $2,500
September 9, 2026 $2,500
September 9, 2026 $2,500
September 10, 2026 $2,500
September 10, 2026 $2,500
September 10, 2026 $2,500
September 10, 2026 $2,500
September 10, 2026 $2,500
September 25, 2026 $1,250
October 14, 2026 $1,250
Total awaiting approval $22,500
< first name removed > also identified an October 28, 2026, withdrawal of $1,250 that had been approved but was awaiting payment.
This brought the additional outstanding amount he identified to $23,750.
I specifically asked < first name removed > whether these transactions were additional to the 16 pending withdrawals visible in my account.
My question was:
“So your telling me these are all on the side I can’t see? So I should expect all of these plus the 16 I see?”
< first name removed > answered: “Yes.”
This exchange is documented in the chat transcript.
Based on his confirmation, the reported outstanding amounts are:
* $36,250 in withdrawals visible in my account.
* $22,500 in additional withdrawals awaiting approval.
* $1,250 in an additional approved withdrawal awaiting payment.
Total potentially outstanding withdrawals: $60,000.
I recognize that this amount requires verification against the casino’s internal transaction records. However, this figure is based on my account screenshots and the information provided directly by Dreams Casino’s representative.
I am requesting a complete transaction-by-transaction reconciliation to establish the exact amount owed and eliminate any possibility of duplicate entries.
2. August 28 Withdrawal Remains Unresolved
One of my primary concerns is a $2,500 withdrawal dated August 28, 2026, at 8:04:24 PM.
As of November 2, approximately 46 weekdays have passed since this transaction was requested.
I previously understood that this withdrawal had been approved.
However, during my November 2 conversation, < first name removed > described its status as:
“Escalated to be approved.”
This raised additional concerns because I had repeatedly contacted customer support believing the withdrawal was already approved and awaiting payment.
The transaction has been escalated numerous times.
Each time, I have been instructed to wait another 48–72 hours for the Finance Department to respond.
I have repeatedly followed those instructions, yet the withdrawal remains unpaid.
I specifically requested the results of previous escalations, including whether Finance had responded and why the transaction remained unresolved.
< first name removed > was unable to provide a substantive explanation.
At one point, he stated that a previous escalation had not been accepted because another escalation was already active.
I was never given a clear explanation of what action Finance had taken or what was preventing payment.
I believe this prolonged delay requires an explanation beyond repeated requests for additional patience.
3. More Than Two Hours Spent With Customer Support
On November 2, 2026, I contacted Dreams Casino’s live support department.
The timeline was as follows:
Event Time
Entered live support 1:47 PM
< full name removed > joined 2:35 PM
Conversation ended 4:11 PM
Waiting for an agent 48 minutes
Communicating with support 1 hour, 36 minutes
Total time 2 hours, 24 minutes
Throughout this conversation, I repeatedly requested clarification regarding my outstanding withdrawals.
Instead of receiving direct answers, I was repeatedly told that Finance processes one transaction at a time and that another escalation had been submitted.
I was also repeatedly asked whether I needed assistance with anything else, even though my questions remained unanswered.
I explained several times that I was not requesting another escalation.
I was requesting the results of the previous escalations and an accurate accounting of the money owed to me.
Despite spending more than two hours seeking assistance, I ended the conversation without a payment resolution or a verified total outstanding balance.
4. Newer Withdrawals Are Being Processed While Older Requests Remain Unresolved
During the November 2 conversation, < first name removed > confirmed that several newer withdrawals had been paid.
These included transactions dated:
* September 2, 2026
* September 9, 2026
* September 25, 2026
* October 14, 2026
He also confirmed that an October 28 withdrawal had been approved and was awaiting payment.
Meanwhile, my August 28 withdrawal remained pending.
When I questioned why newer withdrawals were being approved and paid while older transactions remained unresolved, < first name removed > repeatedly stated that the Finance Department processes one transaction at a time.
However, this explanation does not clarify why transactions submitted after August 28 have advanced through the payment process while the August transaction remains unresolved.
I am requesting a clear explanation of the casino’s processing order and the specific reason my oldest outstanding withdrawal has not been completed.
5. Inconsistent Withdrawal Information and Lack of Transparency
Another significant concern is the difficulty obtaining accurate information about my withdrawals.
My account displays pending withdrawals using a progress indicator with the following stages:
Requested → Approved → Processing → Paid
However, the information available to me does not clearly identify the expected approval dates or provide a complete accounting of transactions that have moved beyond the pending stage.
< first name removed > explained that once a withdrawal is approved, it may disappear from the pending withdrawal section.
This makes it difficult for me to determine which transactions are awaiting approval, which have already been approved, and which are awaiting payment.
I repeatedly requested a list containing only approved but unpaid transactions.
Instead, < first name removed > provided lists containing pending withdrawals, approved withdrawals, and previously completed payments.
Even after explaining exactly what information I needed, I was unable to obtain a clear reconciliation.
His eventual confirmation that the transactions he listed were additional to my 16 visible withdrawals raised further concerns regarding the accuracy and transparency of my account records.
Customers should be able to determine how much money they have requested, how much has been approved, how much has been paid, and how much remains outstanding.
I have been unable to obtain that information despite repeated requests.
6. Withdrawal Amounts Have Been Reduced and Payments Divided
I have also experienced changes in the way Dreams Casino processes my withdrawals.
Previously, while participating in the casino’s VIP program, I received payments more consistently.
After I was no longer part of the VIP program, withdrawal delays became increasingly frequent.
I also began experiencing withdrawals being divided into smaller $1,250 installments.
I specifically use Bitcoin as my withdrawal method and have repeatedly requested clarification regarding these payment divisions.
I understand that casinos may have processing limits or payment procedures.
However, I have not received a satisfactory explanation for why the payment amounts changed or why the processing delays have become so extensive.
I am not claiming that my removal from VIP status caused these delays. I am reporting the change in my experience and requesting an explanation of the applicable withdrawal policies.
7. Repeated Escalations Without Meaningful Responses
I have contacted Dreams Casino numerous times regarding these issues.
I have also submitted concerns by email.
During my November 2 conversation, < first name removed > acknowledged that previous requests had been escalated.
However, his explanations did not adequately address the concerns I had originally raised.
I repeatedly asked whether Finance had responded to the previous escalations regarding my August 28 withdrawal.
I also asked why repeated escalations had failed to produce a resolution.
I was not provided with the specific responses from Finance.
Instead, I was instructed to wait another 72 hours.
This has become a recurring pattern.
I contact support, explain the outstanding withdrawals, receive confirmation that the issue has been escalated, wait the requested period, and then receive the same response when I follow up.
I am requesting documentation of what actually occurred during these escalations, not another promise that the issue will be reviewed.
8. Licensing and Compliance Information
During the November 2 conversation, I requested the following information:
* Dreams Casino’s registered operating company.
* Its gambling licensing authority.
* Its current gambling license number.
* Contact information for its Compliance Department.
* The procedure for submitting a formal regulatory complaint.
< first name removed >did not provide these details directly.
After repeated requests, he directed me to the casino’s Terms and Conditions page.
I would appreciate assistance in identifying the appropriate licensing authority and determining the proper procedure for submitting a formal complaint regarding unpaid withdrawals.
9. Previous Positive Experience and Loss of Confidence
I want to emphasize that I initially had a positive experience with Dreams Casino.
Earlier withdrawals were processed more consistently, and I felt comfortable continuing to use the platform.
That experience contributed to my decision to continue playing.
Unfortunately, my recent experience has been significantly different.
I now spend substantial amounts of time contacting customer support, attempting to obtain information about withdrawals that remain unresolved.
The repeated delays, inconsistent explanations, and lack of access to clear transaction records have substantially reduced my confidence in the casino’s withdrawal process.
I have also experienced withdrawal difficulties with other casinos, but this complaint specifically concerns Dreams Casino and the transactions documented above.
10. Requested Resolution
I respectfully request AskGamblers’ assistance in obtaining the following:
1. A complete reconciliation of my outstanding withdrawals, including the 16 transactions visible in my account and the additional transactions identified by < full name removed >.
2. Verification of the reported $60,000 outstanding balance, including confirmation of whether any transactions have been duplicated or incorrectly categorized.
3. Immediate review of my August 28, 2026, $2,500 withdrawal, including clarification of whether it was previously approved and why it remains unresolved.
4. A written explanation of the casino’s withdrawal processing order, particularly why newer transactions have been approved or paid while older requests remain pending.
5. Documentation of previous escalations, including their dates, responses from Finance, and reasons they did not result in payment.
6. Clarification of the casino’s withdrawal limits and installment procedures, including the changes I have experienced in payment amounts.
7. Confirmation of the casino’s current licensing and compliance information.
8. A reasonable, documented payment schedule for all legitimate outstanding winnings.
9. A clear method of obtaining accurate withdrawal information without requiring repeated lengthy conversations with customer support.
11. Supporting Evidence
I can provide the following documentation:
* Screenshots dated November 2, 2026, showing 16 pending Bitcoin withdrawals.
* Screenshots showing individual withdrawal amounts and transaction identification numbers.
* The November 2 live support conversation with < full name removed >.
* < first name removed >'s written confirmation that the additional transactions he listed were separate from the 16 withdrawals visible in my account.
* Records of previously completed withdrawals.
* Transaction hashes supplied by Dreams Casino.
* Previous email correspondence and documentation of escalation attempts.
* Documentation of the August 28 withdrawal and subsequent follow-up attempts.
I am prepared to provide any additional documentation necessary to verify my complaint.
Conclusion
I have made repeated good-faith attempts to resolve these issues directly with Dreams Casino.
I understand that withdrawals may require review and that processing times can vary.
However, the prolonged delays, repeated unsuccessful escalations, inconsistent explanations, and difficulty obtaining an accurate accounting of my winnings have become unacceptable.
As of November 2, 2026, the information provided by Dreams Casino’s representative indicates a potentially outstanding balance of $60,000.
I am requesting independent assistance in verifying this amount and obtaining payment of all legitimate outstanding winnings.
I am not requesting special treatment.
I am requesting accurate financial records, transparent communication, and payment of the money legitimately owed to me.
Thank you for your time and consideration. I would greatly appreciate your assistance in resolving this matter.
Sincerely,
< full name removed >
Dreams Casino Username: < username removed >
I also have the same problems with raging bull and prism which is also with this same company
