Complaint #298 Dreams Casino

Still awaiting pay since February

By Jpinlalaland

2 years ago

I won a jackpot under a bonus. I met the play-through and requested a cash-out. It said I could take away up to 10x my deposit of $75 so I requested $750 on 2.2.24.

They took out their amount leaving me with a falsely advertised $314. After saying I was not verified, even though my account showed verified, I found a way to upload my ID through the services they required. The withdrawal was approved 2.22.24 and then as I checked in I was told no later than 10 days. Upon checking in, I did make a request on 1.25.24 but canceled that request since their own staff could not inform me of the BTC address format they used.

So I canceled the request and initiated a brand new request using my BTC wallet with Coinbase. Now they are trying to use the old BTC address even though the new request did not even include that address. Now they’re saying another 10 days. Each time I fix something they say needs fixing they continue to delay the already diminished winnings.

I updated the BTC address on 5 separate occasions, 2 with the original request and 3 times with the new request. How many times must they escalate the address issue that should have never been an issue before they get it resolved? Also, upon requesting the withdrawal, I left a $500 balance in my account so that I could cash out the $750 and leave the $500 noncashable bonus like the regulations say.

So why couldn’t I have cashed out the $750 which is 10x my deposit like the regulations state?

I am doubtful I’ll ever get this payout but each person tells me something else. It seems like a big runaround! $300 is far less than my 10x deposit, 300$ x 10 does not equal 750! Please help as they continue to deceive and trim down the winnings every second they can.

Disputed Casino Dreams Casino

Reason Delayed payment

Discussion

AskGamblers

• Support Team

2 years ago

Dear all,

Following a careful review and consideration of all the information 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.

Dreams Casino

• Representative

2 years ago

Hi Joseph--

The issue here is that you requested only $750, so the bonus amount was removed from that. Had you requested $1116.25, the bonus would have been removed from that amount and you would have received the $750.

I'm very sorry, but there is nothing I can do to change this.

Tawni

Jpinlalaland

2 years ago

Since your mathematical example is and response is more or less a copy and paste job that AI most like did .. please check my math because I’m afraid I just am not as smart as AI or the copy and paste function! Nothing like insulting people with the same example not demonstrating that you care enough to even modify the amount. And repeat repeat.

I’ll expect a response of you holding firm to your decision after the claim is reopened for the 3rd time or in approximately 3 weeks! It’s so amazing to have a pen pal like when I was in grade school… so thrilling and tantalizing waiting for that snarky response you’ve got in the works …. Oh the suspense!!

Jpinlalaland

2 years ago

I do very much appreciate you reiterating what I had read prior to using bonus and then being sent a link to such information instead of representatives answering my inquiries and then providing me inaccurate and extremely slow service, I.e. waiting in excess of 30 -45 mins to chat with someone often times having my place in line actually increase. However, at the time of request I left bonus amount and extra funds (original request was actually $2500 until I remembered the guidelines). I canceled the request with your representative telling me to only request the $750 max and then the bonus amount would be subtracted from my balance. Then weeks (yes, to my shock the emails stating use crypto for quick payments was not at all the truth I’ve received), was told I had to include that amount in the cashout amount.

So even though I know sadly your casino was never honor the misinformation and conflicting info your people gave (nature of the business confuse and deflect responsibility but keep that money rolling in over customer satisfaction), your terms should clearly outline where those bonus funds shall be maintained so the customer could actually have a chance at redeeming (on their end) the true advertised 10x deposit that would be honestly a first of its kind.

Thanks for the staff that only knows how to send links to terms that are ambiguously conflicting and incomplete only so you (in this case) could pay out a mere 4.2x my deposit rather than the 10x max. (If I calculated correctly, that’s shy of even half of what is explicitly shown to be allowed, but your collections support executes that final blow with blatant links and a slight yet shattering blow of erroneous intel and voila, you recuperated a few hundred more. Multiply that by each person using a coupon and bam! Money money money).

I have the utmost confidence you’ll continue on doing the same and diminishing trust with the establishment person by person and this may or may not be a metric in which you or staff members receive bonuses or incentives. Thanks for at least the fun months of exacerbated and dismal celebration of a win in the casino environment. Lesson learned, trust and ethics have no place in this world.

Congrats on the win (casino gets the final say and holds all the cards in case you have not seen that in the terms aka you and your staff can be deceptively infallible!). Keep up the customer …. Keep it up!

Enjoy the rest of your day and best wishes and blessings in all you endeavor 😁

Dreams Casino Complaint Stats

Resolved 176 / 182

Avg. Amount $4,141

Avg. Complaint Duration 16 days

Avg. Response Time 3 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