Dreams Casino - プレイヤーの撤退が遅れています。

I have had a pending bitcoin withdrawal since 4/10/2021. I am a verified and depositing player. I successfully withdrew from cool cat , which even with the verification process, I received my winnings quicker than at DREAM, with whom I was already verified. So I tried dreams and I withdrew $500 and it hasn't even made it to the approval process yet. I have been lied to and now support claims I made threats to them which all I said was they were getting a bad review for lying to me and for not returning any of the emails I have sent to the payout team in the last 3 weeks. Online chat had escalated and prioritized on a daily basis but still nothing has been done. I have even flat out asked if they had any intention of paying these winnings and I get the usual scripted responses....I am at the end of my rope. Last check on my account still shows the pending withdrawal again nothing done today about it either. It's like you don't exist to them and it's nothing but a hassle to do what they claim they will do. I have played many other casinos but this one takes the cake. I didn't want anyone to fall into this trap again... people need to know so they don't want their time or their money with this casino. They do NOT like to pay your winnings.

Dear Elizabeth,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you ever made a successful withdrawal before? Please, could you advise if you have accumulated your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino that wasn't included in the attachments, please, forward it to kristina.s@casino.guru (or alternatively post it here).

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

We received this email from Elizabeth:

"The winnings were not part of a bonus. I deposited $45 and won $500. They sent me a couple of emails at the beginning saying they would respond with in 3 business days .... Of course that never happened. Then from that point on all of my emails have gone unanswered .. this is the payout team that I have been emailing without contact. They claim I threatened them but all I did was explain that I was a member of numerous online gaming groups and I would be giving them a bad review due to the lies and the fact they are so busy they can't get a $500 withdrawal approved for a verified depositing player. They now claim that they are reviewing my account which this was told to me thru chat because they are the only source of info I have. I will get those emails to you asap.... Thank you for any and all help with this matter.

Sincerely

Elizabeth"

Thank you for your email, Elizabeth. We are aware of your problem with replying and we are trying to fix it. Until then we can continue resolving this complaint via email communication if it is okay for you.

Would you be so kind and advise whether this was your first attempt to withdraw? Also, I haven't received any communication between you and the casino. Would you be so kind and forward it to me, if possible?

Thank you very much, Elizabeth for your emails. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

If you still cannot reply to this thread, please contact Andrej. His email address is andrej.p@casino.guru.

Dear Elizabeth,

I’ll be taking care of your complaint from now on. I’ll contact the casino representative and see if I can help. Should you have any questions, feel free to contact me via e-mail (andrej.p@casino.guru).

I would like to ask Dreams Casino to participate in the resolution of this complaint.

Dear Dreams Casino representative,

Can you please explain why Elizabeth’s withdrawal request hasn’t yet been processed?

We received this e-mail from Elizabeth:

"I thought I should say hello. I think you should know I have been blocked from that casino. I can not access it from either of my phone's. When I use someone else's phone I get through to them. I will forward you my latest chat from today....

I appreciate your help with this matter....

Sincerely

Elizabeth ***"

Hey all,

I've reviewed the situation and hopefully we can get things moving for you Elizabeth, I have submitted the requested withdrawal for review and with any luck we'll have the approval taken care of shortly.

Once the approval is complete I'll see what can be done to get it out the door and into your pocket where it belongs. No promises but I'll do what I can. 🙂

Best,

Nick and Dreams

Thank you, Dreams Casino representative, for your reply. I’m setting the timer for 7 days. We’ll wait for further updates from you.

Hey all,

Approval was completed last week and by all accounts we should be seeing payment go out today via Bitcoin. Thanks so much for you patience Elizabeth.

Let us know when that comes in.

Best,

Nick and Dreams

Thank you, Dreams Casino representative, for the update, and to you, Elizabeth, for your e-mails.

Elizabeth, please let us know once you have received the payment. I’m setting the timer for 7 days.

We received this e-mail from Elizabeth:

"I took these screenshots. Doesn't this clearly state that my withdrawal was approved on 4/10 not 6/9..... Or am I reading this wrong??? If it is in fact the earliest date then I waited this long for something that was done the day I won... Please advise...

Sincerely"

Dear Elizabeth,

According to the provided screenshots, the first withdrawal of $371 was in fact approved on April 10, however, the $129 withdrawal was only approved on June 9. As the entire disputed amount has now been approved for payout, I’d like to kindly ask you to allow a few more days for the withdrawals to be fully processed and for the payments to reach your Bitcoin wallet.

As you might know, Dreams Casino belongs to a group of casinos known for long waiting payout times. In these casinos, it’s not unusual for withdrawal to take weeks, even months in extreme cases to be fully processed. We warn players about this fact in our review.

In addition, could you please advise if you have already received the first payment?

Dear Elizabeth,

Has there been any news regarding the issue? I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the given time frame, I will have to reject your complaint.

Hey all,

Just a confirmation that payment did indeed go out via Bitcoin on June 15th and should certainly have arrived by now.

Let us know you got the transfer Elizabeth.

Best wishes,

Nick and Dreams

Dear all,

Unfortunately, even though we assume that this issue has been resolved, without confirmation from the player, we are forced to reject this case.

The player can reopen this complaint anytime.

 

Thank you, Dreams Casino representative, for your cooperation.

We received this e-mail from Elizabeth:

"They have paid me finally ... They are very very slow.. but after you guys got involved, I was paid within the 7 days you gave them. They are super slow but they did after 2 months pay me. I appreciate your help with this matter.  You guys are great!

Sincerely

Elizabeth ***"

Thank you very much, Elizabeth, for confirming, for your kind words, and for using the Casino Guru complaint resolution center. I’m sorry that it took much longer than usual for your withdrawal to be processed but I’m glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru