Ag Awards

Dreams Casino - Getting the runaround about payment

Complaint Info
Disputed casino Dreams Casino
Reason Delayed payment
Amount $ 2500
Posted on March 26, 2016

I won $2500 doing slots and requested a payout. I sent in all my documentation and called to make sure the were received and was told they were. I waited the 10 days and was told it was denied because they didn't have the documents. This happened all over again, and was then told to email the manager my documents. So I did that and waited 10 days and was denied again. They told me it was denied incorrectly because they did have my documents but I would have to wait another 10 days. It was finally approved march 4; and was told to wait 10 more days for it to be sent to the processor. I waited 10 days and called to see if it had been sent. They said it had not, but would be by the next week. I called the next week and it still wasnt sent. They said it would be sent to the escalation department and they would get ahold of me within 48 hours, they never did. When I called this week they told me Tara is in charge of my account now, but I can never get ahold of her and I never get any emails back. Yesterday I called and spoke to a manager who told me it would be another 10-15 days. I would really just like to get my money and would like a straight answer about what the problem is. Everyone there tells me something completely different.

Posted on March 30, 2016

Hi fb_101­537­417­311­52795,

I'm sorry for the delays with this and I'm also sorry for the erroneous information you received, last week.

Your payment has been sent off and we're just waiting on the tracking, now. I would expect to receive the tracking in the next few days--generally by the time we have tracking, the payment is already delivered.

Hang in's on its way. ;-)

I'll get back to you as soon as tracking comes through.

All the best,


Posted on April 1, 2016

Hi fb_101­537­417­311­52795,

Good news! I'm happy to tell you that I've received the tracking and I can see it's set for delivery tomorrow morning (Friday). :-)

Again, I sincerely apologize for all of your frustration and delays with this.

I wish you all the best,


Posted on April 1, 2016

Based on player's last comment, we consider this case as resolved and it is now officially closed.

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