DreamWins Casino - A conta do jogador foi encerrada sem justificativa.

Dreamwins closed my account and sent a huge email stating I had breached multiple terms.

No evidence has been provided and I believe this is a huge mistake. I did not use bonus and the money was all cash play. I was referred to their site by my friend who had had an account with them for 6 months. Her account was also closed. We did not log on from the same internet or use the same device and did not do the same bets. We did both play at the same time on our accounts once but again, not bonus and nothing was done that was suspect.

Dreamwins have just not engaged with me and ignored my attempts to resolve amicably.

I have added their last response to this email.

It would be really helpful if you could help mediate for me. I would actually like to keep playing at the casino as I was fully verified and am happy to provide more KYC if needed.

Thank you

Dear kellymagill,

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. 

Please specify which terms you breached according to the casino and the game(s) you both played simultaneously.

Could you please share your communication with the casino regarding the closed account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Hello,

I have no idea? The casino has ignored me and will not respond to ANY of my emails. They just sent the huge long email I attached.

Attached is the email I sent a bunch of times, which they ignored.

Dear kellymagill, please specify the game(s) you both played simultaneously.

Could you please forward full communication with the casino regarding the closed account? Send emails or chat transcripts to my email at dominika.l@casino.guru.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Did you use a VPN?

Hello,

I think I uploaded them above, but have just forwarded you all emails too.

I live alone.

I don't have a VPN subscription.

I can't remember what I played now as it was quite a while ago. She played megaways games I think.

Thank you very much, kellymagill, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.

Dear kellymagill,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite DreamWins Casino representative to join this conversation.

Dear DreamWins Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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.

They are obviously not going to reply.

Dear kellymagill,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved.

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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Curaçao Gaming Control Board Licensing Authority and submitting a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please ensure you include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at miroslava.d@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Mirka