Dreams Casino - Ověření hráče je zpožděno.

On November 7 and November 26, 2022 I submitted my information for account verification to withdraw $100 I wagered and won on a welcome bonus. I have yet to hear back from Dreams Casino. Casino states 72 hour turnaround on verification process.

Hello kenraysanders0625,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Dreams Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

November 7, 2022 is when I submitted my documents for verification. No documents have been verified. I have emailed the casino twice and I have not received any response.

Can you please advise if you forwarded the documents to casino e-mail support or uploaded them directly in your casino account?

I sent the documents to where it told me to..... documents@dreamscasino.com

.

Thank you kenraysanders0625 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello kenraysanders0625,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Dreams Casino to join the conversation.

Dear Dreams Casino,

Can you please provide more information regarding the player's verification delay?

Greetings all,

I have reviewed the situation and the player login provided does not exist. The email address provided is attached to an empty account which has received no play. I did manage to locate two other accounts for the same player however, both of which had redeemed free chips and one of which is presumably the account in question as it has a win still in the account.

According to the terms and conditions of the casino only one account per player/household is allowed and only one free chip is allowed between cash deposits. Based on multiple accounts and multiple free chips with no cash deposits the casino has opted to zero all balances and will in all likelihood close all related casino accounts.

Supporting evidence has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Dreams Casino

I only have one account through Inclave. The email address on there is kenraysanders420@gmail.com. I do not have another account in my name. I have claim one free bonus only. I didn't even know who Dreams Casino was until that very day. I would love to see the proof of all accounts in my name and not just word of mouth. I am sending attachments showing an open account. Kind of weird my account is still open and no funds were taken. Sounds fishy to me.

Dear kenraysanders0625,

We have received sufficient evidence from Dreams Casino of breaching the casino rules, so sadly we have to agree with the casino's decision of banning your account. Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry, we were not able to help you with this one, but please do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Best regards,

Michal