Dreams Casino - Le vincite del giocatore derivanti da un bonus non possono essere ritirate.

I received this bonus 

I met the requirements and won 50$ 

Then, with these 50$, I won 2000$

Now they are making excuses to avoid payment, stating that this is not valid in Italy .and that any bonus played before making the first deposit is considered a welcome bonus and therefore not withdrawable ( but where does it say this? And why did they have me deposit the required money to withdraw in the first place? )

At the beginning, the chat operator told me I could withdraw in crypto, so what would these 2000 I won be used for?? Worthless money on a worthless casino?? I deposited 12$ in litecoin and they also disappeared

All of this seems unreal to me

Additionally, I would like to know what all these strange movements from my account by certain managers are

Ho avuto questo bonus 

Ho soddisfatto i requisiti e ho vinto i 50$ 

Dopodiché con questi 50$ ho vinto 2000$

Adesso inventano scuse per non pagare dicendo che in Italia questo non è valido .e che ogni bonus giocato prima di effettuare il primo deposito è considerato un welcome bonus e quindi non prelevabile ( e tutto questo invece dove lo dice ? E perché prima mi hanno fatto caricare i soldi richiesti per prelevare ? )

All inizio in chat L operatore mi diceva che potevo prelevare in crypto,e quindi questi 2000 vinti a cosa servirebbero?? Soldi nulli su un casinò nullo ?? ho depositato 12$ in litecoin e sono anche essi spariti

A me tutto questo sembra irreale

inoltre vorrei sapere cosa sono tutti questi strani movimento dal mio account da parte di dei certi ménager

Dear francescofonz,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Dreams Casino. Please allow me to ask you a few questions to make sure I understand the situation completely.

I have checked the Terms and Conditions, and this is what I found:

COUNTRY BASED RESTRICTIONS

Please follow this link here to ensure your eligibility based on your country of residence and learn about potential restrictions. Your location can impact your access, bonus usage, free chip redemption, and deposit methods. Please review the details carefully and contact us directly if you need to check your account status.

There is also the following rule:

7. Players from certain countries may not cash out from free chip offers if they have not previously deposited. These players may partake of said free chips for amusement purposes only. Please contact a customer support representative before using any free chip offer to understand your eligibility for withdrawals.

Could you please advise what type of bonus you activated? Was it a free, no-deposit bonus?

Have you made any successful deposits in this casino before you took this bonus?

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

They were free spins without a deposit, not a welcome bonus as specified by the restrictions in my country.

I met the requirements and won 50 euros, after which with that 50 euros not withdrawn I reached 2000 euros I started the withdrawal and they told me that to withdraw I would have to make a minimum deposit of 10.

now after strange movements on my account both the 2000 and the 10 deposited to verify the withdrawal have disappeared

Erano dei free speen senza deposito non un welcome bonus come specificano le restrizioni sul mio paese .

ho soddisfati i requisiti e vinton50 euro , dopodiché con quella 50 euro non prelevata sono arrivato a 2000 euro ho avviato il prelievo e mi dicevano che per prelevare avrei dovuto effettuare un deposito minimo di 10 .

ora dopo strani movimenti sul mio conto sono spariti sia i 2000 e sia i 10 depositati per verificare il prelievo

Bonus Terms: WUZETIAN30 Free Spins are valid for the specified game only, come with a $50 maximum cashout, and can be redeemed one (1) time per player. You must play all of the Spins before moving on to another game. Spins come with a 15x wagering requirement. No multiple accounts or chip redemptions in a row. Unless specifically stated otherwise, standard terms apply.

You are receiving this email because you signed up for the Dreams newsletter when you joined us. Not interested? You can unsubscribe at any time

questi sono free speen quindi ne un welcome bonus ne delle free cheep , di free speen non viene parlato

Sorry for the insistence, but are you checking?? Or did I lose my 2000 🙁??

if we need photos of the strange movements made by the managers on my account let me know and I will forward it to you

Scusate L insistenza , ma state verificando ?? Oppure ho perso i miei 2000 🙁 ??

se ci servono le foto degli strani movimenti fatti da parte dei manager sul mio conto fatemelo sapere che ve la inoltro

Could you please advise how much exactly did you win from no-deposit free spins?

Also, kindly forward any relevant communication between you and customer support regarding your problem, as well as the transaction history from your account to veronika.l@casino.guru. Thank you.

From the offer I won $50 withdrawable, the sum was withdrawable

With this money in a following session I won 2000 euros

Why was the sum withdrawable? Because before telling me that I couldn't withdraw, they made me connect my crypto wallet (charging me $10), then they asked me for all the bank details they stored, and only after three chats did they remember to tell me that I couldn't withdraw

I have proof of what I say

Can customers be treated like this? Is it normal that he had the entire withdrawal procedure done to deceive me? Why did the operator tell me I could withdraw?

Never seen such approximation in an online casino, it is not normal for them to have a license

Dall offerta ho vinto 50$ prelevabili, la somma era withdrawable 

Io con questi soldi in una seguente sessione ho vinto 2000 euro

Perché la somma era withdrawable? Perché prima di dirmi che non potevo prelevare mi hanno fatto collegare il mio Wallet crypto (facendomi pagare 10$), poi mi hanno chiesto tutti i dati bancari che hanno archiviato, e solo dopo tre chat si sono ricordati di dirmi che non potevo prelevare

Ho le prove di quello che dico

Si possono trattare così i clienti ? É normale che faceva fare tutta la procedura di prelievo per illudermi? Perché L operatore mi diceva che potevo prelevare?

Mai vista tanta approssimazione in un casino online non è normale che abbiano la licenza

I also sent a copy of the previous message to the email provided by you in the previous message and attached in the photos of the strange movements made on my account by the casino

I await your reply thanks 🙂

Ho anche inviato alla mail fornita da voi nel messaggio precedente copia del precedente messaggio e in allegato nelle foto degli strani movimenti effettuati sul mio conto da parte del casinò

attendo risposta grazie 🙂

Thank you for the email. However, the screenshots from your account were sent with too low resolution, so we are unable to read them. Please send me the screenshots again in higher resolution, and please send me any other relevant communication between you and customer support regarding the issue with your withdrawal.

I forwarded everything again

ho inoltrato tutto nuovamente

I am sorry but I have not received any other email from you yet. Could you please check if you wrote the correct address? My email address is veronika.l@casino.guru.

I am preparing an email to you with a file containing the photos of the conversations between me and Assistance, which will be forwarded shortly

Le ho sto preparando una mail con un file contente le foto delle conversazioni tra me e L assistenza a breve inoltro

Hi, I'm waiting, I want to know if the money wasn't withdrawable because they told me before that it was withdrawable to connect my Litecoin Wallet by depositing, after doing so it didn't work and all the bank details were taken. Only later did the fourth operator remember to tell me that the funds were not withdrawable.

I want to understand why they didn't say this immediately before making me deposit litecoin, add all the bank details and complete the kyc by uploading my documents?

Do you understand that they collect data illegally and that those with a casino license cannot mind their own business? Is this normal for you at casinoguru?

I loaded the chats where they tell me connect the Wallet by depositing the withdrawal it will work

Where they told me that by completing kyc I would have access to money that the site marked as "withdrawable amount".

Why was the sum withdrawable?

Let me understand if this improvisation and requesting a lot of data and deposits is normal and then being told you can't withdraw anymore

I ALSO SENT ALL THE REQUESTED PHOTOS VIA EMAIL

Salve io resto in attesa, voglio sapere se i soldi non erano prelevabili perché mi hanno detto prima che erano prelevabili di collegare il mio Wallet litecoin depositando, dopo averlo fatto non ha funzionato e si sono presi tutti i dati bancari. Solo dopo il quarto operatore si è ricordato di dirmi che i fondi non erano prelevabili. 

Io voglio capire perché non lo hanno detto subito prima di farmi depositare litecoin, aggiungere tutti i dati bancari e completare la kyc caricando i miei documenti? 

Capite che collezionano dati illegalmente e che chi ha una licenza da casino non può fare i fatti propri? Per voi di casinoguru questo è normale?

Ho caricato le chat dove mi dicono collega il Wallet depositando il prelievo funzionerà 

Dove mi dicono che completando kyc avrei avuto accesso a soldi che il sito segnava come "withdrawable amount".

Perché la somma era prelevabile?

Fatemi capire se e ‘ normale questa improvvisazione e richiedere una marea di dati e depositi per poi sentirmi dire non puoi più prelevare

INOLTRE TRAMITE MAIL HO INOLTRATO TUTTE LE FOTO RICHIESTE

Please send me the documents as JPG or PNG photographs or direct PDF or DOC files. Due to security reasons, please avoid sending them as a hyperlink.

I had mentioned earlier that the bonus terms state that the no-deposit winnings are not withdrawable for players from your country.

KYC is a standard procedure required by majority of the online gambling establishments, except for anonymous casinos. Has the casino asked you to undergo KYC? Have you sent any of your identity documents to the casino yet? If yes, kindly specify which ones and when was the last document sent.

Dear francescofonz,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.