Dreams Casino - プレイヤーが賞金を受け取れずにいます。

I just signed up at Dreams Casino and took advantage of the welcome bonus. I've ventured everything. I'm verified and made a verification payment of around $12 in bitcoin and now have €108.10 in bitcoin in the payout. Nothing has happened since then. Of course, a bank withdrawal can take longer, but we are talking about cryptos that are there in minutes. I'm starting to worry that I won't get my money

Ich habe mich im Dreams Casino neu angemeldet und den Willkommensbonus genutzt. Ich habe alles fertig gewagert. Ich bin verifiziert und habe eine Verifizierungszahlung von ca. 12 $ in Bitcoin gemacht und habe nun 108.10€ in Bitcoin in der Auszahlung. Seitdem passiert nichts mehr. Klar das eine Bankauszahlung mal längern dauern kann aber wir reden hier von Cryptos die in Minuten da sind. Ich habe langsam Angst mein Geld nicht zu erhalten

Dear Funkdoc,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Funkdoc,

Have you received your withdrawal from the casino yet?

No, did not receive a payout. Nothing has changed

Nein, keine Auszahlung erhalten. Es hat sich nichts geändert

Thank you for your reply, Funkdoc. Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

Have you tried contacting the casino regarding the delayed withdrawal? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Still the Same no money arrived. The Status is updatet but there is no Money in my Wallet. Maybe the Casino can send you an Blockchain link to this Transaction

Thank you very much, Funkdoc, 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, Funkdoc!

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.

Thank you!

Greetings all,

I have reviewed the situation and reached out to Pavel personally to work through the issue with him. Please be patient and we will be back with you soon.

Best wishes,

Nick and Dreams Casino