Dream Vegas Casino - プレイヤーのアカウントはブロックされました。

Hello,

I won 6426 euro at this casino 3 months ago. They delayed my withdrawal for weeks straight and after that they closed my account without explanation. They say that they gave me the money but they didnt.

Thank you!

Dear isakhusk262,

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. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Hello again,

I made a deposit and activate a welcome bonus and won while playing with the bonus. I played my money at slots. Im pretty sure I played just one slot.

I made my account on 10 May 2023, on 21 May they succesfully verified my account.

Is there any relevant communication that you could forward to me before we will contact the casino directly? Thank you.

No, thats it, I dont know what more details I can give. I can answer questions if you have.

Thanks!

Thank you very much, isakhusk262, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi isakhusk262,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Dream Vegas Casino to join this conversation and share more information regarding the case.

Could you kindly explain the reason for blocking the player's account and withholding their winnings?

Thank you.

Best regards,

Tomas

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.

Dear isakhusk262,

I'm trying to get in touch with the casino's representatives internally, so I will now extend the timer by another 7 days to see if I can make any progress.

Thank you for your patience.

Kind regards,

Tomas

Dear isakhusk262,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the eCOGRA – an alternative dispute resolution service (https://ecogra.org/forms/adr-dispute-step-1) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/).

Please let me know if you need help with filling out the form or how the ADR responded if you can do this on your own (tomas.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Tomas