Complaint #9 Dreams Casino

The true meaning of 'giving someone the runaround'!

By buffy415

10 years ago

I requested the following payouts; $572 on 3/14, $532 on 3/15 and $2297.00 on 3/22, all using the no rules bonus. The first two SMALL payouts were approved on 3/31 and 4/20 respectively. Although they were requested a day apart, it took 20 EXTRA days to approve the second one. The third and largest payout still had not approved.

On 4/6, I received an email from my 'VIP Manager' saying that there is a new FASTER way to get payouts and the processing time is only 4-7 banking days. I sent my card info on 4/14 and said apply it to all my pending payouts.

After multiple email exchanges, I got extremely frustrated as the VIP Managers repeatedly gave me incomplete, vague, and inconsistent information; usually about only one payout despite requesting status on all 3 since they were requested in a 1 week time span. Finally, on 5/4, i broke everything down using an Excel table, spelling everything out to eliminate all of the apparent confusion. In response, the VIP Managers AND the live agent gave me a lecture about being patient, that there were delays, etc. At NO time did I ever say I wanted the money faster, I simply wanted RELIABLE, ACCURATE, and CONSISTENT information. I was , of course, reassurred that the money was on its way.

I received the first two payments (together), who knows why they were combined...on 5/14. The last payout still had not been sent to the processor. Finally, I get an email this weekend saying that there is a problem with the debit card processor and that the casino wants my wire transfer information (which they have on file BTW).

Please help i am really at my wits end. I have PDF's of the conversations, which i cannot attach.

Disputed Casino Dreams Casino

Reason Delayed payment

Amount $2297

Discussion

AskGamblers

• Support Team

10 years ago

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.

buffy415

• 1 reviews

10 years ago

I was contacted 4 days ago by the processing center after reaching out to them directly. The money was sent via FedEx overnight and was delivered today. Fast, simple, no drama. The fact that the money was overnighted tells me that the 2 months it takes to get the money is mostly BS. The VIP Managers still have not contacted me or followed up. Their premier service is a complete joke.

Dreams Casino

• Representative

10 years ago

Hi buffy415--

I'm sorry for the delays and frustrations with this, as well as for my slow reply.

I'll be looking into this, first thing in the morning--now that I'm involved, I'm certain this will be resolved quickly.

I'll be back with an update, later in the day.

All the best,

Tawni

AskGamblers

• Support Team

10 years ago

Dear @buffy415,

Please let us know if there's some update on your issue.

Dreams Casino Complaint Stats

Resolved 176 / 182

Avg. Amount $4,141

Avg. Complaint Duration 16 days

Avg. Response Time 3 days

Dreams Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 173 out of 178 complaints in this category have been resolved.

This operator's average complaint duration is 16 days, while the average duration across all operators is 8 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!

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Rejected

Payment Delay 2500 USD

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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.

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Withdrawal amount

2033

Resolved

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