DreamWins Casino - Вилучення гравця відкладено.

I have a withdrawal made 7 days ago. I have got information it was supposed to take up to 48 hours to process. I have tried to reach live support but there is never any agents available. I have sent in several tickets and e-mails but have’nt got any response. I am having a bad feeling towards this. I am fully verified and have made two succesful withdrawals before 3 months ago. Since I can’t get in touch with the casino, I hope I can get help from you, and it doesn’t work I hope this help others to not choose a casino where you don’t get paid out nor get any support or communication.

Dear Drexsi,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

But in this case they told me it would take up to 48 hours. I am already fully verified so the KYC is completed. I have also not received any communication what so ever regarding the withdrawal from the casino and I can’t seem to reach their support in any way since I do not get any answers at all.

Thank you for your reply, Drexsi. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

Hi,

this is still unresolved by the casino. I have not received the money and still can’t get hold of the casino support. Have sent e-mails and made tickets but no answers. Also the live chat is never available.

Thank you for your reply, Drexsi. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Which payment method to withdraw your winnings have you opted for? Was it the same one you used before?
• Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread. 
• Did you accumulate your winnings with or without an active bonus?

Thank you.

Dear Drexsi,

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.