Dream Vegas Casino - La cuenta del jugador ha sido cerrada después de una victoria significativa.

i joined dreamvegas casino and had a massive win but they closed my account after and removed my funds for a reason i think is extremely unfair.

When i originally signed up i had an issue on the registration page, for dob they asked for day - month but i entered month - day, both options are number formats. If they had month option in letters i would have avoided this mistake. I noticed this mistake on my account straight away before i even deposited any money, i reached out to the casino on live chat and email and asked them to correct my dob, they acknowledged what happened and gave me the go ahead to make my first deposit. They also sent me a nice email after showing promotions i can claim if my make my first deposit.

So i deposited and started playing and had a huge win on slots, i played for about 4 hours and stopped with a balance of 4500euros.

when i withdrew they asked for my ID documents and i sent my passport and poa but it seemed to fail the automatic verification process (this goes back to the issue on sign up page i had with dob) so it went to manual verification.

I get an email the next day saying my account is closed and winning balance removed for 'bad faith'. Wow.

They seem to think the dob issue was on purpose or something but why would i contact them straight away to correct this and why would they give me the go ahead to make a deposit? seems very unfair and dishonest. It makes no sense. Its not bad faith and i can literally send them any ID docs they need to prove this.

I have told them this directly in my email response but sadly they have stopped replying.

I really hope we can discuss this here in open forum and solve this.

Dear anthony3g,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Dream Vegas Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Do I understand correctly that the only reason your account was closed was due to the wrong date of birth?
• Could you please forward all communications you have had with this casino regarding your date of birth to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

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,

Katarina

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

hi katarina, i emailed you. thanks

Hello anthony3g,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much, anthony3g, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.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!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Dream Vegas Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.

Dear anthony3g,

I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Pavel