Dreamz Casino - Hráč má potíže s ověřením svého účtu.

I registered on Dreamz Casino and proceeded to deposit $100 CAD through instadebit, which is my main method of withdrawal/deposit so I've used it many times before with no issue. As soon as the deposit went through and I received my email receipt, I was account blocked afterwards. I proceeded to contact support only to be told that I need to verify my account. Okay fair enough, so I wait and wait and wait for the email just for it never to come. I then fall asleep and wake up the next morning, still with no email to verify or anything sent on Dreamz end even after over 12 hours has passed.

This morning I contact support again just to be given the same response with no help whatsoever. Still no verification email or anything on their end, yet my money is taken out of my account. How can an online casino take your money, ban you as soon as payment is approved, and then never send you any form of verification to rectify this?

Dear Jamie,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Do I understand correctly, that you haven’t provided any documents yet?

Have you tried to get in touch with the casino via their live chat? I tested it, the agent was kind and replied quickly, and they are available 24/7. I was informed, that documents can be sent to hey@dreamz.com, and standardly required documents are:

Proof of identity – A valid photo identification document such as a passport, driver licence or identity card. Please also submit the back of the document if the issue date and/or expiry date is printed there.

Proof of address – A physical document or the original PDF file for an electronic document such as a utility bill, phone bill or other official document issued and sent to you. The document must show your name, your address and the issue date. The document cannot be older than 3 months.

Please let us know if this advice was helpful. If not, we will intervene. Looking forward to hearing from you.

Best regards,

Kristina

Dear Jamie,

Has there been any news? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.