Complaint #5
Dreams Casino
Verification & Payment Delays
10 years ago
I joined Dreams Casino in February and subsequently won and have two withdrawals , one for $2,368 (from 2/21) and one for $1,150 (from 2/23). I had to go thru a security check over the phone as well as have my documents approved, all of which was finally completed on Feb 19. I received a confirmation from Angie (who must work for the main company) that everything was good to go. On 03/02, my withdrawal for $2,368 was declined because my documents were not on file. However, security assured me by email they were on file on Feb 19. It took several additional communications including emails to finally get my documents approved. As of 3/13, 23 days later, none of my withdrawals are approved.
To have it take this long to go thru the verification process multiple times after receiving confirmation on Feb 19 and have my winnings sit in pending status is really a disappointment.
If it says it take 10 to 15 days to approve once documents are verified, and it has taken me that long just to have my documents verified over and over again despite confirmation. I would like to get paid in a reasonable time frame without these unnecessary delays.
They don't seem like a bad company and I'm familiar with their other brands having played in the past, but this lack of organization from their internal departments is seriously delaying my payout. I don't think the consumer's needs should be delayed people are not properly communicating with one another.
As for resolution, I'm not asking to be paid my winnings this week, but I am asking for reasonable communication and to have an idea how much longer this process will take. I don't think it's unreasonable to ask that I receive my winnings within the next two to three weeks. Based on how things have gone so far, that seems highly unlikely.
I want to thank Ask Gamblers for creating this forum and hope that this situation with verification and payment delays can be solved in a reasonable manner.
Thank you,
LD
To have it take this long to go thru the verification process multiple times after receiving confirmation on Feb 19 and have my winnings sit in pending status is really a disappointment.
If it says it take 10 to 15 days to approve once documents are verified, and it has taken me that long just to have my documents verified over and over again despite confirmation. I would like to get paid in a reasonable time frame without these unnecessary delays.
They don't seem like a bad company and I'm familiar with their other brands having played in the past, but this lack of organization from their internal departments is seriously delaying my payout. I don't think the consumer's needs should be delayed people are not properly communicating with one another.
As for resolution, I'm not asking to be paid my winnings this week, but I am asking for reasonable communication and to have an idea how much longer this process will take. I don't think it's unreasonable to ask that I receive my winnings within the next two to three weeks. Based on how things have gone so far, that seems highly unlikely.
I want to thank Ask Gamblers for creating this forum and hope that this situation with verification and payment delays can be solved in a reasonable manner.
Thank you,
LD
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