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Dreams Casino - Excessively Delayed Payment

RESOLVED
codyp United States
Posted on April 21, 2017.

January 2017: Request Cashout $100
January 15/2017: send documents for verification.
February 22/2017 send bitcoin address for cashout because Dreams Rep tells me it will be much faster than mailing a check. Docs Verified.
February 25/2017: Nik from finance says that Dreams has updated my crypto information. Payment will be processed soon
March 24/2017: Speaks to representative Hana who says she is escalating my claim.
Please wait for a Dreams Casino agent to respond.
Thank you for contacting Dreams Casino. My name is 'Hana'. For your security, please verify the Email address, Username, and phone number on your account so that I can assist you further.
Hana: Welcome to Dreams Casino, my name is Hana! What can I do for you?
coxxxxxxxxx: Hi Hana, I have a bitcoin withdrawal that was approved on the 27th of February, and they told me to check back in in about a month to check on the status
coxxxxxxxxx: was just wondering how much longer it will take. It's been about 3 months since I initially requested a cashout
coxxxxxxxxx: email address is [email protected], username xxxxxxxxxxx, phone number is xxxxxxxxx. Thanks!
Hana: I'm very sorry to hear that you've had to wait so long to receive your withdrawal. I can certainly understand your frustration. Please allow me a moment to check your account, and we'll try to get this resolved for you as soon as possible.
coxxxxxxxxx: Thank you Hana!
coxxxxxxxxx: I know it must be tough to run an online casino and manage payout times... I don't mind waiting, it's just been a long time and there's no end date in site
coxxxxxxxxx: sight*
Hana: Ok I escalated your request to processors..
Hana: It normally takes us 3-5 business days to send it, however due to a high volume of requests it can take up to 10 business days.
Hana: Your patience is appreciated.
Hana: Is there anything else I can help you with?
coxxxxxxxxx: No, thank you hana! I'll check back in about 10 days if hasn't gone through yet. I appreciate your help.

April 12/2017 Speak to representative named Shawn:
Please wait for a Dreams Casino agent to respond.
Thank you for contacting Dreams Casino. My name is 'Shawn'. For your security, please verify the Email address, Username, and phone number on your account so that I can assist you further.
coxxxxxxxxx: coxxxx­xxx­[email protected]­gma­il.com, coxxxxxxxxx, xxxxxxxxxxxxxx
coxxxxxxxxx: Hi Shawn, I'm just contacting you regarding a bitcoin deposit that was supposed to be sent within 3-5 business days when I last contacted you guys on March 24th. I've been trying to cash out $100 since January, and they said that expediting would finally send the money to my bitcoin account.
coxxxxxxxxx: Thank you for contacting Dreams Casino. My name is 'Hana'. For your security, please verify the Email address, Username, and phone number on your account so that I can assist you further. Hana: Welcome to Dreams Casino, my name is Hana! What can I do for you? coxxxxxxxxx: Hi Hana, I have a bitcoin withdrawal that was approved on the 27th of February, and they told me to check back in in about a month to check on the status coxxxxxxxxx: was just wondering how much longer it will take. It's been about 3 months since I initially requested a cashout coxxxxxxxxx: email address is coxxxx­xxx­[email protected]­gma­il.com, username coxxxxxxxxx, phone number is xxxxxxxxxx. Thanks! Hana: I'm very sorry to hear that you've had to wait so long to receive your withdrawal. I can certainly understand your frustration. Please allow me a moment to check your account, and we'll try to get this resolved for you as soon as possible. coxxxxxxxxx: Thank you Hana! coxxxxxxxxx: I know it must be tough to run an online casino and manage payout times... I don't mind waiting, it's just been a long time and there's no end date in site coxxxxxxxxx: sight* Hana: Ok I escalated your request to processors.. Hana: It normally takes us 3-5 business days to send it, however due to a high volume of requests it can take up to 10 business days. Hana: Your patience is appreciated. Hana: Is there anything else I can help you with? coxxxxxxxxx: No, thank you hana! I'll check back in about 10 days if hasn't gone through yet. I appreciate your help.
coxxxxxxxxx: That's my conversation with Hana last time
coxxxxxxxxx: I haven't received a bitcoin deposit in the account that I requested, but I don't see my withdrawal anymore either
coxxxxxxxxx: Please let me know when you get this Shawn
coxxxxxxxxx: thanks
Shawn: Thank you very much for that information! Allow me one moment please.
Shawn: I am sorry you have had to wait for your payment. There has been no recent payments sent since your payment was escalated but there will be payments going out the this week so please check back on Friday of this week to see if your payment was sent out.
coxxxxxxxxx: Do you still see that the payment exists though? I just want to make sure it didn't get lost or deleted. Thank you!
Shawn: Thank you for visiting Dreams Casino. Feel free to contact us at any time for further assistance!
Shawn: I so yes. It was escalated and waiting to be sent
coxxxxxxxxx: Okay, thank you.
coxxxxxxxxx: I'll check back on Friday
coxxxxxxxxx: have a good one

April 20/2017: Get in touch with customer service representative Ari Gold who is hostile and unhelpful. He left me hanging for an hour before I finally decided to file a complaint.
Please wait for a Dreams Casino agent to respond.
Thank you for contacting Dreams Casino. My name is 'Ari Gold'. For your security, please verify the Email address, Username, and phone number on your account so that I can assist you further.
Ari Gold: For verification purposes can you please confirm your username?
coxxxxxxxxx: coxxxx­xxx­[email protected]­gma­il.com, coxxxxxxxxx, xxxxxxxxxxx
Ari Gold: Hello! Welcome to our casino. My name is Ari Gold, how may I help you?
coxxxxxxxxx: Hi Ari, I'm just checking back because my $100 bitcoin withdraw was escalated about a month ago, but still hasn't been deposited into my bitcoin wallet. They told me to check back if it wasn't in my account last Friday.
coxxxxxxxxx: Just wondering what the status is?
coxxxxxxxxx: Thank you
Ari Gold: Let me check pleease
coxxxxxxxxx: ok
Ari Gold: Hold on please
coxxxxxxxxx: for sure
Ari Gold: I see you didn't mention your bitcoin address
Ari Gold: Could you please be so kind to provide me your bitcoin address
coxxxxxxxxx: Sure, this is the one I sent you by e-mail.
coxxxxxxxxx: 1KK9D9­WNd­rQN­P45­i4V­te4­Bzp­hr8­YxgPVco
coxxxxxxxxx: Hello Cody, Thank you for your email. We have updated your profile with the crypto address information. Thank you. Kind regards, Nik – Finance
coxxxxxxxxx: that's my confirmation e-mail from Nik in finance saying that you guys got it
coxxxxxxxxx: Thanks for your help too. I appreciate it!
coxxxxxxxxx: You still there Ari?
coxxxxxxxxx: It's been 15 minutes so hoping you're still there!
coxxxxxxxxx: 40 minutes...
coxxxxxxxxx: 1 hour
coxxxxxxxxx: Not cool man

And that's where I'm at. Starting to think this payment is never coming... Thanks for your help ASKGAMBLERS

AskGamblers
Posted on April 24, 2017.

Dear Dreams Casino,

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

Posted on April 25, 2017.

Hi Cody--

Sheesh--I'm incredibly frustrated FOR you, after reading that. I can only apologize for the way this has been handled.

The good news is that I do see the payment has finally been made to your Bitcoin account. ;-)

Again, I'm genuinely sorry about all of this.

All the best,

Tawni

codyp United States
Posted on April 27, 2017.

Thanks for resolving the issue!

AskGamblers
Posted on April 28, 2017.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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