Casino of Dreams - blocked my account and seem to be taking a lifetime to process my withdrawal

Hi crawley92 - welcome to ThePOGG.com!

Firstly, we do not approve posts by 3rd parties on complaints. This only confuses the report on the complaint issue.

Unfortunately you've chosen to play with a group that are routinely non-responsive to complaints submitted to this service. I'll make efforts to contact the operator for you, but what we will be told is to direct you to the operator's ADR eCOGRA, so you may want to save yourself some time and contact them now.

Thanks,

ThePOGG

I have an update they have decided to confiscate my winnings I have decided to start a small courts claim against them if you still wish to pursue this for me I can give details, cheers

Well Pogg, where I stand at the minute, I have been awaiting reply for over a week about my withdrawal, yesterday I received and email basically saying I breached terms and conditions whilst reaching my wagering requirement so all winning where confiscated and as a good will gesture my deposit refunded, however I have various screenshots of my chat with them via live chat and I asked when I reached the wagering requirement was the funds now available for me to withdraw she stated yes, the terms they said I had breached where that I bet more than the maximum allowed of 6.25chips to reach my requirement therefore my winnings where taken, why do they not have some sort of procedure in place that does not let you bet more than 6.25 chips if a bonus is active to meet the requirement? I can tell you why, so when people go to withdraw they close there account and go through it with a fine comb trying to find any floor or excuse with there terms and cons to not make a payout, it’s ridiculous they take the money no problem, I mean I knew straight away when it was taking so long to get a response about my withdrawal something was going on, and when my account was randomly closed with no email to why I gathered they where searching for some sort of excuse not to pay me, all casinos have a duty of care towards there customers am I right? Any advice would be great,. I am going to take this to small claims court immediately and see what a judge has to say, I find it very unfair and dishonest if I lost a load of money and complained about it I would receive nothing if you know what I mean, I did give notice of 30 days to them via email that if we could not negotiate my winnings to be paid I will start court hearing, they dug there feet in and stated I broke the rules, so I asked again can you confirm there will be no negotiation they stated the same again, so I withdrew my 30day notice and said I will proceed immediately as you are staying with you don’t owe my winnings because I breached terms apparently, I have not had a response as of yet, Any advice or help will be greatly appreciated [EDIT]

Hi crawley92,

Unfortunately if you've breached the maximum allowed bet rule while completing the wagering requirement for a bonus you accepted you don't have a case here.

Where you accept a bonus you are agreeing to abide by certain rules. Where you then breach those rules you void the contract and the operator are within their rights to reset both parties to pre-contract conditions.

There are currently no license requirements stipulating that operators must enforce these types of rules via automated system and as the vast majority of operators in today's market are running games from multiple software providers developing interfaces with each different platform is very challenging.

The only counter to this would be if the rule was not clearly advertised and having checked the Casino of Dreams website this is not the case:

I'm sorry to say this but if you've bet more than 6.25 on a single round of play there's nothing we could do to help you.

ThePOGG

I was constantly asking live chat about the requirements though, I had 1800 left to wager and I asked if I bet £100 a spin on slots will I meet the requirement and they told me I was correct, the staff don’t even know there own terms, she should of stated that I could not exceed a max bet of 6.25 why do they let you bet more? Surely that’s duty of care to tell me? They let me bet higher so they could catch me out on it am I wrong? If you have a bonus surely they should only let you bet a max of 6.25

Hi crawley92,

If you hadn't yet broken the maximum bet rule there would be no reason for a Live Chat agent to raise the issue preemptively. If you had already broken the maximum bet rule unfortunately it was already too late, the contract had been breached.

Live Chat agents do not habitually review play for terms compliance. That happens be the security team at point of withdrawal.

I'm sorry you're frustrated but there is nothing we can do to help you with this issue. All I can suggest is that you ensure you familiarise yourself with the terms and conditions associated with any bonus before you play in future.

Sorry,

ThePOGG

I understand, so you say it would be pointless taking them to small claims? I have read that judges penalise casinos especially online because there terms are miss leading and pretty unfair, is it a waste of my time and money to even attempt a court hearing?

Thank you for the advice pogg it’s helped alot

Hi crawley92,

In my opinion it's highly unlikely that you'd receive the verdict you want. However I'm not a lawyer.

I specifically reviewed the operator's advertisement to see if they were compliant with our understanding of the current Advertising Standards Agency (ASA) requirements. Again, in my opinion, they are.

If you want to test that however, I would suggest you contact the ASA first as they're the body responsible for regulation of advertising within the UK.

Thanks,

ThePOGG

Ok, thank you pogg, I will take your advice as you are a trustworthy service and do a great job, I will post reviews around online about my trouble I have had to warn players not to be so easily dragged in by these bonuses, I think I will sign up to a casino that you recommend, again thank you and I will not be taking action no longer from the advice I have received many thank dude

Hi crawley92,

We certainly appreciate the kind words. Before signing up to anyone though check the terms! Almost all operators carry this type of maximum bet term these days. Where they don't they'll almost certainly carry a maximum win term (which is worse imo). If you're not sure let us know and one of the team will look at the terms for you.

Thanks again,

ThePOGG