Dreamz Casino - プレイヤーのアカウントがブロックされました。

i uploaded all requested docs, they then blocked my account after i submitted withdraw request. via email, i have sent them everything they've asked for including selfies, yet my account is still blocked and they refuse to pay out. STAY AWAY. STAY FAR AWAY. there are too many great sites to be scammed by this one.

Dear Debra,

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 deposited funds in to your account or your winnings were accumulated from a No Deposit bonus? Could you please advise if to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours? Have you redeemed any promotional offers in the past?

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

Have you deposited funds in to your account or your winnings were accumulated from a No Deposit bonus? I deposited multiple times but this was my first payout request

Could you please advise if to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours? not at all, i live alone

Have you redeemed any promotional offers in the past? many from multiple casinos - usually welcome bonuses and then their weekly promos. i have never had a problem like this with any other casino, and i play on many.

Dear Debra,

Thank you very much for your reply. Just one more thing please, have you redeemed any promotional offer in this casino in the past?

sure, the welcome bonus and likely their weekly promotions. the amount being withdrawn is valid according to their t&c - the issue is that my bank does not HAVE what they are asking for. Every other casino I play on has accepted what i've sent, and i have sent dreamz much more. here's their most recent email to me (please note i'm still blocked) -

Dear Debra,

It appears that the quality of the following required documents were not up to standard:

Proof of deposit with card **1676

Picture from the bank statement showing the deposit with the card details. For security reasons, please cover the other card numbers, except the first 6 and last 4 digits. Kindly make sure that your full name, bank account number and bank's logo is visible from the document, as well as the deposit details. Please make sure that you include the URL in case you are submitting a screenshot of online banking.

We kindly ask you to go the 'Account' and 'Verification' section and upload a new copy. Please contact us directly through our Live Chat in case you need assistance. 

**My bank does not provide this all on one screen which is why i sent multiple screenshots PLUS screenshots of my online bank profile. Apparently it's still not good enough.

a screenshot of the deposit will not show the card details, it will show my bank account number. it was a debit card i used. they don't seem to understand that.

i cannot provide what they are asking for because it does not exist, aside from the pics i've already sent them.

this is a ploy to get out of paying me.

Thank you very much Debra for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Debra,

Did you try to contact your bank to ask them for a statement which the casino requires? Banks can sometimes provide you with this kind of document. Please let us know if there will be any update in your case. If there will be no other way we will contact the casino to help us resolve this problem as fast as possible.

I would like to ask Dreamz Casino to join this case and give us explanation of the player's account status.

I have finally been approved, thank you!! Now, they payout wait time begins..... I'll keep you posted 🙂

My account is still blocked so I can't even log in to see progress.

Dear Debra,

Thank you for letting us know that your case is moving forward. Please keep us updated.

seems we're stalled again..... my account is still locked so i cannot request a withdrawal, and now apparently there's another step (one i've never experienced before at any other casino) see their response to me below

haha a "random" security check.....

Your documents seem to be in order although your account is going through a random security check and the relevant department will send you a confirmation via email as fast as it is settled.

Hi there!

The main reason for this process is that the players provided us with the incorrect bank account details. Rest assured everything will be taken care, but we must follow certain standards according to our players safety.

hi,

i have repeatedly provided MY correct account details, which were approved (finally). Now i'm told i've been "randomly" chosen for an additional security check. please note that i have also provided several photos of me holding my gov issued id.

Dear Debra,

Please note that the casino has the right to ask for more proofs during verification if there is anything suspicious. All I can advice for now is to follow the casino's verification process. Please keep us updated.

will do, thank you for your help! i'm now trying to withdraw.....stay tuned.

We also want to validate that we never blocked the customer during this process.

THANK YOU Casino Guru! After all of the BS, and the lies, I can confirm that I have received the funds in full at this time.

Dear Debra,

Thank you for letting us know that your problem was solved. Please do not hesitate to contact us in the future if you come across any troubles, we will gladly help.

Best regards,

Nick

Casino.Guru