Dream Vegas Casino Complaints

Withdrawal unsuccessful many times

I am a fully verified player with this casino and won €1000 and proceeded to withdraw.

I first used the method used to deposit which was accepted and e e-mail followed confirming the same. It was pending for 48 hrs and a further 24 hours later no sign of the withdrawal when checked on site it was back in my player funds.

I contacted the site via chat and was advised to remove that method and try a different card which I did same waiting time and same result. Again contacted the site via e-mail but no response so used the chat was advised to try bank transfer but the card method was the only method available and no option to use bank transfer.

Contacted chat waited 24 hours when the option to use bank transfer was then available. Used bank details for the transfer and waited 48 hours plus days to appear in the bank no funds were in the bank checked my player account and the funds were back in the player's account.

Contacted chat as e-mail not replying advised to use all the unsuccessful methods already tried again. This has been ongoing since 9/3/24.

Also, chat keeps referring me to check my e-mail of which there is none sent to me. I have e-mailed several times with no reply and when funds are returned to my player account I am not notified also no reason for the unsuccessful withdrawal to cards or bank transfer.

All methods used - cards and bank are verified and legitimate with no issues on their part.

Resolved

€1,000

Always saying they will re process my withdrawal

On 21st I requested a win of £2500 then they cancelled my withdrawal. After that I send them message and received a email from them telling me that your withdrawal has been failed by your bank.

I checked with my bank there was no issue then they told me to send bank details to receive my withdrawals. I send all evidence and went to chat to ask what’s going on always saying they will re process your withdrawal but we don't have a time frame.

Always making a excuses.

I want my £2500 stop making excuses to peoples winnings.

Unresolved

£2,500

Delayed my payout of 6426 EUR

Hello,

I made an accout on DreamVegas Casino and won a total of 6426 euro.

I verified my accout on 21.05.2023 and made my frist withdrawal. Tried with ezeewallet, they said they couldnt give me my money that way ( I dont understand why since I made my payement with ezeewallet ) and after tried with bank transfer few times but it got canceled everytime I tried. Everytime they say " It was a problem " and keep delaying my payouts. One time they said it got accepted and after few days I saw that it was canceled.

I don't know what to do to get my money out of the casino...

Unresolved

€6,426

Over 3 weeks and still not received my withdrawal

The issue that I have experienced was: At Dream Vegas Casino one of White Hat Gamings On the 12/05/2022 at 19:08:55 I withdrew £2800 on the 13/05/2022 at 21:22 My withdrawal was accepted and processed. However, this is where it goes very very wrong. I had two PayPal emails on my account one as <email address removed> and the other as <email address removed> which is now my PayPal email as I recently changed it from <removed>.

For some strange reason, the casino took it upon itself to send it to <email address removed> an email address I have NEVER EVER used for PayPal and certainly have NEVER EVER deposited from at the casino. I have always thought that UKGC anti-laundering rules mean your withdrawals should be sent back to the payment method you deposited from. I have been in touch with Dream Vegas many many times over the past 22 days via live chat and multiple emails and their customer service is shocking, to say the least, staff have very little knowledge and are very abrupt and rude. This is an error that Dream Vegas has made yet I'm being treated like it's my fault. I would like something done about this matter URGENTLY

It occurred on: 2022-05-13

This meant that I feel belittled and frustrated

I want my withdrawal sent to my correct PayPal email.

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this email address.

Yours faithfully,

Account number <removed>

DREAM VEGAS CASINO

Unresolved

£2,800

Have ignored me after the proof of payment they gave me

27/04/22 I withdrew £500.
29/04/22 I raised a complaint and was told to wait 10 working days.
-I was given a code and told to contact my bank who has no idea what DV we’re talking about
- next DV sent me “evidence” the transfer was paid in July 2022 ???
-next I was provided a proof of payment with the wrong bank details which I challenged.
-on 12/05/22 I was told their accounts department would contact me in 24 hours which didn’t happen…

Any query or request for an update I have made has since been ignored.

The fact that On 3 occasions they’ve either given me false or incorrect information and been very dismissive throughly the ordeal has completely destroyed my trust in them and I’m very concerned I will never get my money back.

Unresolved

£500

Delayed withdrawal

On the 16th of september, I made my withdrawal. Still today 3 dec, I still haven't received my withdrawal. I have sent loads of emails, and bank papers. From my side everything is ok, I've made successful withdrawals before on this casino. They say the same thing everytime i contact them that they are having issues, but no timeframe when this will be fixed.

Please help!

Resolved

kr6,000

Over 1 month without receiving withdrawals

Since the 24th of September I've made a total of 4 accepted withdrawals, none of which have been received as of yet. I've contacted Dream Vegas about this on multiple occasions, and they have told me "it has been resolved, wait a few days/a weeks" on multiple occasions.

This is getting quite ridiculous as I have to keep contacting them only to be fed wrongful information, so I thought I'd submit a complaint here since it seems I've hit a brick wall talking to Dream Vegas support.

Resolved

kr20,964

Dream Vegas Withdraw Issues

Hi there, on the 23rd October, my withdraw of $3,350 NZD got accepted on Dream Vegas's end. It is now the 28th October and it still has not made it into my account.

My account is fully verified. They are telling me to contact my bank - but I know this won't be the issue, as I have had other withdraws from other online casinos come into my account.

Am wondering how I go about resolving this, I just want my funds in my account.

Resolved

$3,350

$15,000 not paid out and account closed

I attempted to withdraw $3000CAD via e-transfer on September 27th and everything seemed fine. It showed in my casino account it was processed and I even received my gigadebt withdraw email. So I assumed I'd have the money relatively soon.

October 1st I spoke with TJ in chat who first told me it was paid out and I'd recieve it soon, then upon further investigation he mentioned it was a issue with interac. I told him it was a lil stressful not getting it yet because I wanted to use my winnings to help my father with the mortgage (not pay my own bills but as a gift to help him) chat TJ did mention I shouldn't use the money for bills witch I completely understand, I simply mentioned I'd never had a e transfer withdraw issue before so I counted on the money I was gifting my dad and felt stressed I didn't have it to help him yet.

The next Chat I spoke to was Jacob on October 2nd. I told him the same thing being the honest person I am and said that reason I was so persistent is that I was wanting to give my dad money to help with his mortgage. I even told him how much when he asked. He then told me he was closing my account and I had breached the terms for problem gambling and sent me some links for help. I was thinking huh?? I don't have a problem, I just figured if I mentioned my good intentions to gift most of it they might be more understanding/quicker.

At this time I also had an almost $12,000 cash balance and about 250,000 loyalty points. I believe this was an attempt to (for a lack of better words) "get rid of me" because I had so much more to cash out. It is now October 12th and I have yet to see a penny. I've played tag with accounting & chat off and on but I have been told multiple times it's being escalated to deal with my original $3000 and the almost $12,000 balance in my account.
This isn't me trying to trash Dream Vegas, I think they are a great casino. I don't think it's fair that they closed my account due to me wanting to help my father, as well why does one chat block me and the other not? I told them both what I was using it for...

I hope Askgamblers can help mediate this issue because I'm worried that on my own I will just be blown off again and again or eventually Ignored...

Unresolved

$15,000

Delayed withdrawal

A withdrawal request for $1000.00 was made and accepted on July 18/2021. Funds have still not been received.

Multiple emails and chats with casino have not rectified the issue.

I have played at this casino for years with no previous issues with my withdrawal deposit to my bank account.

My bank account has not changed.

After waiting the required 10 business days, I contacted them again.

They stated my transaction had failed and I needed to send in my bank info again.

I provided all my banking information to the casino to confirm as requested on Aug 06/2021

They responded with thank you for your email we will get back to you.

I have all emails and chat conversations with them to date.

All I get from them now is:

"Dear < first name removed >,

Username: < username removed >

We are still awaiting feedback regarding your withdrawal.

As soon as we receive feedback, we will inform you.

Kind regards,

Accounts Team"

This is not acceptable and I can't get a straight answer as to why my withdrawal has not been deposited

Resolved

$1,000

Verification Issues and withdrawal problem

On may 23, 2020, I came to learn from dream vegas customer support that the utility bill I sent for verification was declined. Immediately, i sent. A whole copy of my credit card statement containing my proof of address. This was acknowledged the next day May 24 by dream vegas in an email. Meanwhile on May 26, 2020 my account was locked.
Numerous times i have been in contact with dream vegas live chat but all they say is my account is under review. I even received an email from them after submitting my resent document on 23rd of May that it will be acted upon in 48 hours.
On may 29, 2020 they now change the timeframe to 10 days. This is really oppressive as they are holding my money back and unilaterally changing their time frame without giving any further reason. In fact they are saying that the correct timeframe is 10 days but this is not stated in their website that verfication procedures take upto 10 days. Besides, even prior to may 23 (i just couldnt remember when i first initiated a withdrawal) they never informed me of the status of my withdrawal verfication not until i inquired with their live chat

Please help as it appears that the delay was intentional.

Fernando

Unresolved

Withdrawal not paid, account closed without any reason

Opened an account with Dream Vegas around the 11-12th, Made 3 deps in total and had ending balance of 900 which i tried to withdraw, was asked to submit KYC docs which immediately did and was told 48hours, after which i had no response and contacted support. Was told documents where denied but not given a reason even thought account said review still pending. I attempted to again submit documents but account had been locked without reason, I have emailed all docs for the second time and still not given reason why account closed or withdrawal not yet accepted.

Unresolved

€900

Payment not received since 25. April

Hi I've been a dreams vegas menber for a long time but this time is the first time I'm having issues like this.
I withdrawal £3000 on 25/04/20 till now I have not received any money I did have chat with my bank I been told no one has been trying to pay any money on your account.
I contact dream vegas live chat support I been told they are having issues with payment provider etc but no one has been give any information when I will get my money.

Resolved

£3,000

5 days later still no money

My withdrawal of £140 was accepted on the 21st April, today is the 26th and it is still not in my bank account. I have never known a casino to take this long to credit money to a bank account before. My last withdrawal took only 24hours. They just give me a generic response and tell me to contact my bank if it’s not there but this is nothing to do with the bank. I am fully verified and don’t understand why this is taking so long.

Unresolved

£140

Lost withdrawal

It’s been well over a month since I requested a withdrawal for $450. It has yet to make it into my acct. I’ve sent Dream Vegas all bank statements & correspondence from my bank which verifies that it has not been transferred into my acct. Dream Vegas just keeps sending me their transaction # and saying to check with my bank...I have it’s not there. Bank keeps telling me that the casino needs to figure out where the $ has gone/ or cancel the transfer and re-issue the transfer. Dream Vegas refuses to take responsibility and doesn’t seem concerned as to where that(my money)has gone.

Resolved

$450

Withdrawal 1 to 2 days apparently

Hi made a withdrawal of £80000 with dream Vegas 6 days ago now and am still waiting for it to be reviewed. I have spoke to many people on the live chat all of tell me different things in terms of how long it will take. But 6 days is not right. I’ve been with many casinos and none of what I have had to wait this long for. It all seems a little off to me. I have attached a photo of the withdrawal for proof. ( I was £99,050 but since cancelled the £19,050 so it now stands at £80000)

Resolved

£80,000

A month and a half delayed payment

I started playing on dream vegas in May and quickly won $300. I attempted to withdraw the $300 and submitted the appropriate paper work (see attached). This whole process began taking too long and I cancelled my withdraw in order to continue playing. Despite my cancelled withdrawl my paperwork and banking info was approved (see attached). After loosing thousands of dollars I final won again. I decided it was time to withdraw my winnings. My withdrawl was approved and they told me I would receive my money within 7-10 business days. After the ten business days I still had not received the money. On live chat I was told my money was processed on their end and I should have received the money. They then requested a bank statement for the following month to prove I never got the money. After sending this statement I was informed they do not deal with credit unions therefore the money was never sent. (remember my banking info was approved months ago) Additionally, in their terms and conditions it states the withdrawl must go to the account the deposit was made from. I have only ever made deposits from the credit union. Now I am left in limbo. I have no other bank accounts nor have I used any other account for a deposit. I deal with many other online casinos and my credit union account has never been an issue. If Dream Vegas told me back in May they could not deal with credit unions I would have never spent the $4000. Overall, I feel completely cheated. It feels as though the casino willingly took my money knowing they would never be able to pay me back.

Resolved

$4,785

Winnings confiscated due to unclear bonus terms

Hi there,
I was hoping you guys could help me with my issue. I deposited $150 and received a $60 bonus at Dream Vegas. While playing through my wagering requirements I bought a bonus feature for $80. This feature was for the game Legacy of Ra. My bet was for $0.80 and the bonus feature can be bought for 100x the bet, allowing you to be guaranteed the bonus feature. I have always been very careful not to bet anywhere near the maximum amount which is $5 and did not in any way think that buying a bonus feature was a bet since my bet was still only $0.80. The casino ended up confiscating $4550 in winnings because I have breached their terms. Nowhere in their terms do I see that this is not allowed. They even list games that contribute 0% towards wagering requirements which are restricted. When you enter these games your bonus funds do not show up. No where in this list does the bonus feature show up as being restricted. As an average player I feel that this situation needs to be clearly defined in their terms. I noticed a similar situation that was resolved through you guys. https://www.askgamblers.com/casino-complaints/dream-vegas-casino-winnings-confiscated-due-to-mysterious-bet-in-violation-of-bonus-terms
Please help.

Resolved

$250

Cancelled withdrawal for no reason

I’m resubmitting this complaint as my last one was rejected for not enough information.

On the 11th June 2019 I signed up to dream Vegas with an initial cash deposit of £130 and I took a bonus of 200% which gave me a total of £390 to play with. (£130 cash £260 bonus.
After only playing for around an hour or so I had used my cash balance (£130) and gone into using the bonus funds which I knew would require wagering at 35X. I played for well over 7 hours on that same day 11th June 2019 and kept winning small amounts but nothing overly big. I never once bet over the agreed £5 max bet bonus limit. And I never bought any bonuses either. This I can prove if necessary by taking the information from my online account play history.
When I woke up on Wednesday the 12th of June 2019 I started playing again. I had a bonus balance of around £400 still from the day before 11th June 2019. I started playing a game called King Kong cash on £4 a spin and at 08.08am on the 12th June I hit a big win totalling £1120. Which boosted my bonus cash balance up to £1452.56.
I then went to work and later on that day 12th June 2019 in my lunch break I started playing again the last game that I played was called magic fruits deluxe this was at 13:09pm 12th June 2019. After exiting that game at the above time I realised that my bonus cash balance had moved over into my casino cash balance. I clicked onto my account and navigated to the withdrawal section where it stated i had completely the wagering and I could withdraw £1426.66 which I did. After waiting almost 48 hours with the above amount pending I received an email on the 14th June 2019 at 12:10pm (which I have a copy of if needed) stating that the casino would no longer be offering me anymore bonuses on there site or any of there other sister sites and that my withdrawal had been rejected and they had giving me back my initial deposit of £130. They never gave any reason at all in the email as to why they had decided to do this. Within 3 or 4 hours of receiving the above email they had already started sending me bonus offer emails to which they had stating they were no longer going to offer me in the previous email. The email also stated that I could continue to play at there site with no problems. Clearly if I had committed some kind of offence or broke some kind of rules bad enough for them to cancel my withdrawal without a reasonable explanation they would have closed my account and not aloud me to play at there casino anymore at all. It clearly seems to me that they just didn’t want to pay out this amount which is very unfair and extremely bad practice. After looking around on google it didn’t take me very long to realise that I’m not the first person to have this issue at this casino. I hope that the above is enough information to process the complaint and I have more if it’s needed.

Resolved

£530

Over one month waiting on refund

I played in March 17- and still waiting. They said my winnings of 500 was sent on March 17, then said it came back to them. I asked not sure why that is when I have received winning several times into my acct no problem. They continue to ask for more banking information including a void cheque, over and over asking for more banking and a statement to show I did not receive anything.
Told them they have more info then needed and I’m still waiting.

Resolved

$500

Not processing my withdrawal

I won £1800 playing live roulette on 9.4.19, 10 days ago. I've not received a single email from them and every time I go on live chat they say they will update when they have spoken to accounts but still no correspondence and withdrawal not being processed.
My deposit was instant, why should it take so long to process a withdrawal?

Resolved

£1,800

Unfairlry removed 200,000 NOK of legitimate winnings

I will try to make this short, after our dialogue on e-mail and the clear evidences I have sent you:

A couple of weeks ago I opened an account at Dream Vegas. I did a deposit of 1500 NOK, and I got a bonus of 3000 NOK. Even before the bonus money was touched, I started winning big. After some days I did withdrawals of 50.000 NOK. At this point, I still had 50.000 NOK left on my balance.

As you have gotten evidence of, I took a screen shot at this point, clearly showing both 50.000 NOK out for withdrawal, and 50.000 NOK in my balance. In the same picture you can see "Bonus Balance: 0.00 NOK".

That means that all wagering demands already is met, completed and done.

The next 24 hours after this, I kept playing till my balance was at a total of 150.000 NOK. I also sent you the screen shot at this point, with all this money won OUTSIDE the wagering/bonus money, completely separated from the welcome bonus.

The next day I logged in to my account again, only to find out that Dream Vegas had swiped out 50.000 NOK pending for payout, along with 148.500 NOK from my balance! Over 20.000 euros. As you can imagine, I was shocked.

They said that I had broken the rule of welcome bonus because I had played for over 50 NOK per bet. Unfortunately for them, I have a lot of experience with casinos, and I know that it can be a problem to get your money if you win big.

Therefore, I took a total of over 20 screen shots, showing balances, winnings, withdrawals, dates, everything from day one.
As you can clearly see from my evidence, at least 150.000 NOK of this money is won fairly, outside ANY rules of wagering, bet limits, etc.

Hopefully, you can help me claim my rightfully earned winnings back, so I don't have to take this process through the legal system. Thank you.

Resolved

£1,200 withdrawal delayed and going around in circles

Hello. Opened an account with these some time before Christmas and had a good play. On 30/12/18 I put in a withdrawal for £1400. This timed out without any response or feedback from the casino. Around the 4th I spoke to chat who then requested documents for verification. Explaining to the chat rep I didn’t have a passport or drivers license I was told my birth certificate was fine.

So I sent in the documents and put the withdrawal through again. After 48hrs had passed and it was still pending I contacted chat once again who then informed me that they also required a government issued letter on top also.

Frustrated, I played some more and stopped at £1200 and then put the withdrawal through again. Whilst also sending in an HMRC letter and a doctors signed note. This brings us to 11/01/19 that I spoke to chat and they said the government issued letter required my D.O.B on it also, but couldn’t give an example of exactly what they were looking for.

On the 15th I spoke to chat again after realising my account was now locked pending KYC documents. Chantel I spoke to here who advised me to send it all in again and it would get resolved. I made it very clear to her then that if it wasn’t resolved I would be posting a complaint here and as I’ve still had no feedback or reply’s it’s far past due getting this fixed.

I’ve actually now had to pay for my provisional drivers license which I’m hoping to get within a week so that I have a document they can in no which way refuse ? But it leaves me wondering whether I’ll then find another hoop I then have to jump through in this process also.

Require some assistance please as I’m just not getting email responses and as the chat personal constantly changes I’m tired of going around in the same circles.

Resolved

£1,200

Winnings confiscated due to mysterious bet in violation of bonus terms

I deposited to this casino on the 10/01/2019 after watching a youtuber called stop and step play here, i deposited £40 and received £80 bonus funds, i was losing until i hit £1200 on an 80p stake on a game reactoonz. I then completed wagering and had £700 left which i withdrew. on the 14/01/2019 i receive an email stating i have breached certain terms stating that i have bet more than £5 on a game, after speaking with live chat they kept saying if i go to my account history i can see the transaction which happened on the 10/01/2019 at 22.26 pm but when i go to my account the transactions start at 23.59pm so there is no way of me checking this for myself even when i go threw the pages of transactions the bet has never went above £2. please help me with this because i cant find what it is the casino are talking about

Resolved

Dream Vegas Casino Complaint Stats