Complaint #64 Dreams Casino

Withdrawal difficulties

By Cheryl P.

9 years ago

I am attempting to withdraw $650 from Dreams Casino. I have sent verifications multiple times via email; no one has notified me that they need anything else; they just deny, deny, deny. Their fax number on the verification form is not in service. I have called customer services many, many times over many days at different times of the day; have left five messages with no response. EVERY time I call, no one is available; you have to leave a message. I have had lengthy chats with Live Chat twice, and have followed every request they gave me. I don't expect money overnight, however I DO expect that if they need something else, or if there is a problem, that they will communicate that with me. I expect to be able to speak to someone at SOME point if I am continually calling customer service. Maybe I'm just an idiot, but they are quick enough about taking my money and don't have problems with that. However at this point I am starting to wonder if they are nothing but scam.

Disputed Casino Dreams Casino

Reason Delayed payment

Amount $650

Discussion

AskGamblers

• Support Team

9 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.

ladyphoe

• Ohio

9 years ago

Tawni,
Well, i feel like a jackass. Please forgive my ignorance; I don't know why I completely forgot about that! (maybe because I don't usually win at the casino, so I don't withdrawal very often). So, so sorry!! On the positive side, now that I have figured this process out, hopefully my next withdrawal (which has already been made---I WON a bunch yesterday!!) will go more smoothly, and I won't be so irritating. You guys rock.

Cheryl

Dreams Casino

• Representative

9 years ago

Hi Cheryl--

Your withdrawal did not 'cost' you anything from our end--we did not charge you any fees, whatsoever.

You made a withdrawal in the amount of $600, however you used a coupon. All of our bonuses are non-withdrawable and the bonus amount was removed from your withdrawals:

6/23/2017 3:07:56 AM 48781509 Wire Transfer Withdrawal - Transaction approved
($400.00)
6/23/2017 3:08:06 AM 48781515 Manager Withdrawal - Transaction approved Remove bonus BIG200X (41 of 999) $250.00 YS.
($250.00)

A 'Manager Withdrawal' is the removal of bonus funds. You can see these terms here: https://www.dreamscasino.com/rules/

As to the missing $44, this would be due to bank fees, which we have nothing to do with.

I hope this clears things up.

Tawni

ladyphoe

• Ohio

9 years ago

Thank you both for your assistance. I received a wire transfer today of 356.86, which means that it cost me 293.14 to withdrawal. Nowhere in any of the emails is there any information about cost and while the website makes mention that different methods have different costs, when I contacted Live Chat today, they told me that they don't know what those costs are, that I would be contacted by email AFTER the fact what I would be charged. Listen, maybe I'm naive, but yesterday I actually managed to win again at the casino--not a huge amount (600.00) but I'm thinking to myself......why can't someone tell me what each option costs, so I can make an informed decision about the best way to get something back, without paying the casino another several hundred bucks?

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!

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