Dream Vegas Casino - Os ganhos do jogador são confiscados e a conta é encerrada.

Hello,

I am writing this complaint because Dream Vegas Casino confiscated my winnings and closed my account after multiple successful withdrawals.

Most recently, I accepted a bonus at the casino and played some slots where I won €20,089.27. I had no problems verifying my account and was able to withdraw funds several times over. Following one of the withdrawals, my account was closed and the funds were taken from my account.

The reason provided was a violation of Clause 4 (Eligibility) in their Promotional Terms and Conditions, which restricts offers to one per person, household, IP address, email, etc. However, I completely deny breaching this rule, my previous withdrawals speak for themselves. My previous successful withdrawals prove that my account had passed verification and was in compliance with their policies. It is highly questionable that this alleged breach was only discovered after I won a significant amount and attempted to withdraw it. Why were my winnings confiscated despite prior successful withdrawals? I am attaching their email and a proof I had successful withdrawals just days ago. 

I would appreciate a thorough examination to be done in this situation.

Thank you 

Dear wiize554,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

1. Could you specify which bonus you activated and played with? Was it a free bonus or a deposit bonus? If possible, please send me the exact link to the bonus or a screenshot of the bonus so we can verify the details.
2. Are you registered with any sister brands of Dream Vegas Casino? You can check the list of sister casinos here or here.
3. Is it possible that someone from your household, or anyone using the same IP address, might have also created an account at this casino?

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

Best regards

Veronika

Hello,

Thank you for your response. 

I played with Welcome casino Bonus 200% up to 2500EUR, and will attach a screenshot. I am not registered with any sister brands of Dream Vegas casino.

There is also no possibility that any from my household or anyone sharing the same IP address has an account with the casino. I do not see this being a possibility in my household. 

If there is anything more that you require, please feel free to ask. 

Best regards, 

Ivan

Have you used any VPN or IP-masking software to alter your true location while accessing the casino website?

Have you only played with the 1st deposit bonus and no other bonuses?

Dear wiize554,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello, I did not use any VPN or IP-masking software. I played 1st bonus and no other bonuses. Thank you

Thank you very much, wiize554, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.

Hello wiize554,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Dream Vegas Casino representative to join this conversation and participate in resolving this complaint.

Dear Dream Vegas Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Hello, the issue has been resolved. Thank you for your help! It was a mistake, and the casino has confirmed they will pay my winnings.

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.

Hello wiize554,

Have you received the funds from the casino? Can we close the complaint as resolved?

I'll be awaiting your reply.

Hello, I got 4000 EUR for now, I will be updating you when it gets paid in full or if any issues come up. Thank you so much for reaching out to help.

Hello, they started to decline my withdrawals and ask for a change of withdrawal method. Even though I made a deposit and had successful withdrawals to this payment method. Could casino explain why would they want me to do that? Thank you in advance

Dear Dream Vegas Casino,

Could you explain why you require a different payment method from the player? Is there any reason why you are not processing the player's withdrawals?

I'll be awaiting your reply.

Hello wiize554,

It appears that the casino does not intend to communicate with us at all.

Do you have any news regarding the withdrawal? Did you manage change the payment method? If not, what is the remaining balance in your casino account?

I'll be awaiting your reply.

Dear wiize554,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Stefan
Casino.Guru