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Dreamz Casino - no response

Ruling

Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.

Read our Dreamz Casino Review.

Player's Complaint

I made a deposit of 250 euro on the 16th of april. The deposit cleared from my bankaccount but was never added to my dreamz-account. I reached out through the chat and was told i had to be patient as it could take some days. After severall weeks i contacted again through the chat and asked what to do.

The casino asked for a complete transactionhistory form my bankaccount starting on april 16th. Yhe next day i send this. There was no reply.....

After a month i asked again why there was no reply and surprise: there was no reply.

The casino simply refuses to answer......

I hope you can help

Read the casino review

8 Responses

User icon
thepogg
June 5, 2022

Hi jantjebeton - welcome to ThePOGG.com!

Please ensure you have read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.

As we are the ADR for the MT Secure Trade 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).

– 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.

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

User icon
thepogg
June 12, 2022

Hi jantjebeton,

Our understanding is that the missing deposit has been credited to your balance. Could you please check and confirm?

Thanks,

ThePOGG

User icon
thepogg
June 18, 2022

Hi jantjebenton,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
thepogg
June 25, 2022

Hi jantjebenton,

If we haven't heard from you by Friday the 8th of July I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

User icon
jantjebeton
July 4, 2022

Hi ThePOGG,

I'm afraid the issue is still not resolved. I do not have any faith in the casino after what happened so i requested a pay-out (26 june). But again there is no response from the casino. Today (july 5th) i saw the pay-out request was cancelled without any reason why. I have received no information (no email, no sms, no phonecall) about the reason why and have no idea what to do. I feel it is like a game for them....

Kind regards,

Mischa

User icon
thepogg
July 5, 2022

Hi jantebeton,

Have you contacted the operator's Live Chat service to enquire as to why the withdrawal was cancelled?

Thanks,

ThePOGG

User icon
thepogg
July 16, 2022

Hi jantebeton,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
thepogg
July 22, 2022

Hi jantebeton,

If we haven't heard from you by Friday the 29th of July I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

jantjebeton 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:

  • Dreamz
  • Malta Gaming Authority
  • MT SecureTrade Limited

June 5, 2022

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