Dreams Casino - La retirada del jugador se retrasa.

I deposited money at this casino won $450 after playthough and everything. Submitted my verification was approved and they said it would only take 7 to 10 business days and since I was using bitcoin I should get my withdrawal within 72 hours. Well it's been 25 days and I have received nothing but it should be to you in a few days. Well I have played with other casino's and they had no problem paying so I'm starting to think this casino is shit! I don't think they are going to pay so I hope you have better luck with them!

Dear mindykbarrett,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals from the casino in the past?

Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Tomas

No withdrawals and I made a deposit and used a bonus. I played all playthough and they've approved my withdrawal but haven't sent any money.

Thank you very much, mindykbarrett, for providing the necessary information. I will now transfer your complaint to my colleague Endri (endri.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, mindykbarrett, 

I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Dreams Casino's representative to join this conversation and participate in the resolution of this complaint. 

Dear Dreams Casino Team, 

Could you please state the reason why the player's withdrawal has not been completely processed yet, and what is the estimated time frame for processing the payment? It has been approximately a month since the player requested the withdrawal.

Thank you in advance for providing the information. 

Greetings all,

I have reviewed the situation and I can see that payment in full was issued via Bitcoin on the 21st of September, it was also withdrawn on the same day from the Bitcoin account. The total amount of approval after bonus removal was $315, with transaction fees deducted ($25) a total of $290 was disbursed.

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

Best wishes,

Nick and Dreams

Dear mindykbarrett,

Could you please confirm here that you have received your winnings and that the payment was successful?

We will keep this complaint open until your confirmation regarding a successful withdrawal or an update. 

We are looking forward to hearing your news. 

Dear mindykbarrett,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

However, the player can reopen this complaint at any time.