Dreams Casino - Игрок пытается вывести свой бонусный выигрыш.

I met the wagering requirements with the Freechips and requested a payment. My documents have already been verified after a long time. However, the payout is not carried out and the casino no longer responds to emails and live chat has been blocked for players without a deposit four days ago.

Ich habe mit den Freechips die Umsatzbedingungen erfüllt und eine Auszahlung beantragt. Meine Dokumente wurden nach längerer Zeit auch bereits verifiziert. Jedoch wird die Auszahlung nicht durchgeführt und das Casino reagiert jetzt auf keine Mails mehr, und der Livechat wurde für Spieler ohne Einzahlung vor vier Tagen gesperrt.

Dear Wolfgang,

Thank you very much submitting your complaint. I’m sorry to hear about your problem. I have checked general bonus terms and conditions, and this is what I found https://www.dreamscasino.com/terms-conditions/:

"Players from certain countries may not cash out from free chip offers if they have not previously deposited. These players may par-take of said free chips for amusement purposes only. You may view all country restrictions in this PDF document or you can download it in MS Word format to check your status."

Since there’s no country restriction imposed in your case, could you please advise if you have completed KYC account verification and how many days ago you have requested the withdrawal? 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

Thank you very much Wolfgang for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.

I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal. 

Hi Wolfgang,

I looked at your case and understand your situation. There is one thing that comes to mind, sometimes you have to make a first deposit before you can withdraw your winnings from a no deposit bonus. I found this term in the casino's T&Cs: "Players from certain countries may not cash out from free chip offers if they have not previously deposited." If this is the case, you should at least have been informed about it. I will contact the casino and see what can be done.

Greetings Wolfgang, Petronela, Peter,

Thanks for bringing this to our attention Wolfgang, in order to move forward with your withdrawal request we just need you to submit the details for payment.

I've gone ahead and sent you an email with all the necessaries.

Complete that and send it to me and we should be able to get things moving for you.

Best,

Nick and Dreams

Hi Wolfgang,

It certainly does look like a lot of information, but on the other hand, the casino has to make sure the money is sent to the right person. I recommend you to send all the required information to avoid any more delays. Please keep me updated.

I sent all information on 2.6.2020. No reaction so far. Let's see if something happens in the next few days.

Ich habe alle Informationen am 2.6.2020 gesendet. Bisher keine Reaktion. Mal sehen ob in den nächsten Tagen was passiert.

Hello Wolfgang,

Has there been any news?

Hey Peter, Wolfgang,

All info was received and updated and I managed to get payment out the door to our 3rd party yesterday. He should be seeing that in the not too distant future.

Thanks for your cooperation.

Best,

Nick and Dreams

Hi,

I haven't received anything yet.

Hallo,

bisher habe ich nichts erhalten.

I received the money in my bank account today. Many thanks for your help.

BR

wolfgang

Ich habe heute das Geld auf mein Bankkonto erhalten. Vielen Dank für eure Hilfe.

BR

Wolfgang

Dear Wolfgang,

I'm glad to hear that you received your winnings. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. 

Best regards,

Peter