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Casino of Dreams - Account locked for more than 45 days

Ruling

Resolved - Dreams Casino were responsive and quick to resolve this issue when it was brought to their attention. Player has been paid in full.

Player's Complaint

Hi Team, I have been doing research online to whom I can complain and found your website as reliable one so I thought I would give it a go. Here is my issue: I opened my Casino of Dreams account around 2nd of December 2016. I played slots games on the day I opened my account. One day later I tried to log into my account again but there was an error message. I contacted support(the casino only offers web chat or email support) and they advised to send a copy of my id and proof of address. My account still remains closed. Initially they sent me the below email and said they escalated it with the finance team and would take around 24 hours to resolve, which never happened.

Hi [EDIT],

As you may have noticed, we have experienced a technical issue in relation to the deduction of the value of certain bets placed from your balance.

In accordance in our Terms & Conditions section 13.12, we have locked your account pending an investigation.

We will revert with an update as soon as possible.

Kind Regards,

Casino Of Dreams Support

I contacted the casino tens of times since then. They told me I had to talk to [EDIT] (one of the managers) to unlock my account. I reached [EDIT] through an email but then he started saying that the senior management had to have a look in order to unlock my account. My issue is still outstanding more than 1.5 months later. I will really appreciate if you assist me with that. My account is currently locked with nearly 3000 GBP, which I can't use.

Would you please help me. I will happy to assist with anything I can.

Thanks

Read the casino review

6 Responses

User icon
ThePOGG
January 20, 2017

Hi Doganah5 - welcome to ThePOGG.com!

Before going further I would make you aware that the group that owns Casino of Dreams are routinely non-responsive to complaints posted at this site. As such it's unlikely we'll be able to do anything to help you. We will still make efforts to contact the operator, I simply want you to have reasonable expectations from the beginning of this process.

Also as a UK citizen you should only play with operators that hold a UKGC license. Any operator, like Casino of Dreams, that accepts UK players without a license is in breach of UK law.

I'll contact the operator and let you know what we find out.

Thanks,

ThePOGG

User icon
ThePOGG
February 24, 2017

Hi Doganah5,

I have to offer my apologies - I confused Casino of Dreams with Dreams Casino. The operator I commented on above and that we've been trying to reach is the wrong operator.

If you could confirm whether this is still an issue I'll restart the process?

Thanks,

ThePOGG

User icon
Doganah5
February 24, 2017

Hi The Pogg team, I still haven't received a response from casino of dreams. I keep on chasing them but they don't seem to respond at all. I will appreciate if you could restart the process and get in touch with the Casino of Dreams casino.

Thank you very much!

User icon
ThePOGG
March 1, 2017

Hi Doganah5,

I've spoken to Casino of Dreams and they've indicated to me that the issue has been resolved with you. Can you confirm this?

Thanks,

ThePOGG

User icon
Doganah5
March 1, 2017

Hello The Pogg Team, Thank you so much for your cooperation and help. I received email from Casino of Dreams 2 hours ago confirming that they have 'fixed' the technical issue. I really really appreciate your help as I know you are the reason for their response. I have been waiting for nearly 3 months and the issue was fixed after you contacted them. Big thanks to you and your team. I can confirm that my initial balance of 3000 was adjusted to 2605 after the technical issue was fixed. Thanks again for everything! you are a savior! Regards, [EDIT]

User icon
ThePOGG
March 8, 2017

Hi Doganah5,

Not a problem at all - I'm really glad to hear that this issue has been resolved and would apologise again for the mix up at the start of this complaint!

All the best,

ThePOGG

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Doganah5 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

January 20, 2017

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