Dreams Casino - La cuenta del jugador fue bloqueada.

Hello! On May 22, I won back the no deposit bonus that I introduced immediately after registration. After wagering the bonus, my amount decreased to $100. I managed to get verified. I wanted to make a deposit to withdraw all my funds, but my account was blocked for no reason. I carefully studied the rules of the casino and did not find my country in the list of prohibited ones. Live chat is not working. No one answers email

Dear syyplay,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue with Dreams Casino. Please allow me to ask you a few questions before we would move forward. Do I understand correctly that your account is fully verified? When was the last time you spoke to the casino and what was it about? Please forward any relevant communication between you and the casino to veronika.l@casino.guru. Alternatively, you may post it here.

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

Sent all info via email

Thank you for your email. Please send me any relevant responses from the casino's customer support regarding your verification and account blocking. Alternatively, you may post the screenshots here.

Thank you for providing all the necessary information. I'd like to invite a representative of Dreams Casino to join the conversation and participate in the investigation of the case. Could you please explain why syyplay's account was blocked?

Greetings all,

I reviewed the situation and unfortunately there isn't anything that can be done to assist in this case. The terms and conditions of the casino state that only one account is allowed per player/household and only one free chip is allowed between cash deposits. In this case we have 3 separate accounts for the same player and free chips cashed in all of them with no history of cash deposit in any account. The funds are regretfully not eligible for withdrawal.

We reserve the right to deactivate a player's account at any time, our security team has chosen to block the player and since there was no financial obligation to complete the accounts were closed.

Supporting documentation has been submitted to the casino.guru team for review.

Best wishes,

Nick and Dreams Casino

I only have one account at this casino. Only one code has been entered.

В данном казино у меня только один аккаунт. Был введён только один код.

I registered and entered the code that was sent to the mail. The only code

Я зарегистрировался и ввёл код, который поступил на почту. Единственный код

The casino provided us with sufficient evidence that the player had multiple accounts. Since this is strictly against the Terms and Conditions, and the player used only free chips with no deposits of his own, this complaint will now be rejected.

Dear syyplay, thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with any other casino in the future.

Best regards,

Veronika