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Dream Vegas – Did not give my winnings and they confiscate it.

Ruling

Found for the Casino - This player has exceeded the maximum allowed wager with a bonus. As such there is nothing that we can do to help them.

Read our Dream Vegas Casino Review.

Player's Complaint

They get some documents to me for my widrawal process and after i pass to them all the requirements they told me that i cant wdraw my winnings because of betting higer. But before i bet higher amount i already win. And then they confiscate all my money and winnings in my account.

Read the casino review

6 Responses

ThePOGG
Mar 16, 2019

Hi duco12 - 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.

Before we go any further - your complaint submission is a little light on details. It seems likely that the issue relates to you claiming a bonus and betting more than $5 NZD on a single spin before you had completed the wagering requirements. Is that correct?

Thanks,

ThePOGG

ThePOGG
Mar 25, 2019

Hi duco12,

I'm following-up on the above?

Thanks,

ThePOGG

duco12
Mar 25, 2019

Im already win for almost 12,000 NZD but when im trying to widraw my winning they required me to sumbit some personal documents of mine.. When i. already sumbit, their next email is that i cannot widraw my money of. higher bet. But before i bet higher i already won. And then they confiscate all my money in my account.. After all the papers i passed they going told me that? Is that a kind of scam??

ThePOGG
Mar 25, 2019

Hi duco12,

Various checks will be carried out by different departments and checking your game play to ensure that you have complied with the terms of the bonus you accepted would normally be one of the last checks done before processing your withdrawal.

I need you to answer the question - did you bet more than $5 NZD on a single spin?

Thanks,

ThePOGG

duco12
Mar 25, 2019

Yes. Because they told me that i need to rollover my wager amount which is 30 x 35 that time. I can attach a screenshot of they chat support message that time

ThePOGG
Mar 29, 2019

Hi duco12,

Yes, the wagering requirements that you are required to complete before you can place a withdrawal would be 35x(deposit+bonus). But that does not change the fact that bonus terms clearly prohibit you from placing bets larger than $5NZD on a single round of play. If you have exceeded this bet size I'm sorry to say there's nothing we can do to help you.

ThePOGG

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Agreement

duco12 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

March 16, 2019