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Dream Vegas - 900 Withdrawal not Paid out and account closed

Ruling

Resolved - Both the submitting complainant and Dream Vegas Casino have informed us that this issue has been resolved and the player has received their funds.

Read our Dream Vegas Casino Review.

Player's Complaint

Made an account on the 12th May and made 3 deps of 200, ending balance was 900 and i requested withdrawal, was told to send KYC docs and wait 48hours, after which i contacted support and was told my docs where denied without reason and my account had been locked, i resubmitted my docs through support and was told wait 72 hours, its now been over 2 weeks, have contacted them 5-6 times and each time told i would receive an email on the day but never did and my withdrawal has not been processed. [EDIT] Contacted MGA and was told to contact the POGG. Thanks

Read the casino review

8 Responses

ThePOGG
May 28, 2020

Hi dododuk - welcome to ThePOGG.com! As we are the ADR for the White Hat Gaming license under the Malta Gaming Authority license there is certain information we have to provide you now. You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/ To summarise. – Use of this service does not preclude your seeking redress through court proceedings . – This service is free to use for both the complainant and operator. – At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions). https://thepogg.com/terms-of-use-for-dispute-resolution-service/ – You are not obliged to obtain independent or legal advice or representation, though you may choose to do so. If you have any questions about the above, let me know. [EDIT] Thanks, ThePOGG

dododuk
May 28, 2020

Good evening, thank you for the prompt response. [EDIT] Do let me know whether creates some level of conflict of interest.

ThePOGG
May 29, 2020

Hi dododuk, Thank you for clarifying that. It doesn't create a conflict of interests as such, in that we have no problem reviewing the issue for you. [EDIT] I'll contact the operator and see what we can find out for you. Thanks, ThePOGG

dododuk
May 29, 2020

[EDIT] I appreciate the assistance and very much respect the service and level of professionalism shown. [EDIT]

dododuk
June 1, 2020

Hi, did you by any chance receive a response from DV on the matter, i got what looks like an automated email again asking me for KYC docs and requesting another 72 hours to respond, this seems very odd as there is no feedback on the prior documents and this will be the 3rd or 4th time i am sending them, i have now sent two bank statements and a city car tax letter as proof of residence yet they continue to ignore these.

ThePOGG
June 9, 2020

Hi dododuk,

Dream Vegas inform us that this issue has been resolved and that you have been paid. Can you confirm receipt of your funds?

Thanks,

ThePOGG

dododuk
June 9, 2020

Confirmed this have been paid out

ThePOGG
June 11, 2020

Hi dododuk,

Thanks for letting us know - it is appreciated!

ThePOGG

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Agreement

dododuk 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:

  • Dream Vegas
  • Malta Gaming Authority
  • Curacao eGaming
  • United Kingdom Gambling Commission
  • Imperium Network Solutions Limited

May 28, 2020

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.