Dream Vegas - Impossible to withdraw

Hi kayos11 - welcome to ThePOGG.com!

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

Thanks,

ThePOGG

Thank you so much I have all back and forth emails if needed.

I appreciate this thank you

I have supplied a letter showing my original card is not valid and they still making it impossible to withdraw, they say my bank will not accept transfers from casinos yet showed statements with 1000s been sent from various casinos and my account is closed right after winning with no explanation given apart from to protect the safety of my account.

They keep sending the same email even after sending what they ask they keep sending the same reply asking for account number sort code iban etc when when I send that to them, they send the same email asking for it again in order to process my withdrawal

Hi kayos11,

You account will have been closed as you are now saying that you do not have access to the payment method that was used to fund the account. This raises concerns that someone may have gained access to this account without permission. Until such time as the account is verified the operator will keep the account locked to ensure that the funds are not accessed or played down by an unauthorised party.

Not every operator will be able to process transactions to all payment institutions. CashPlus is not a mainstream banking service that all operators will be able to facilitate.

My understanding is that the operator has asked for a statement from the previous card - regardless of whether or not the card has subsequently been closed you should be able to access this by contacting the card provider - and banking information for a different account. Can you please provide this information and let us know when you have and I'll follow-up with the operator for you.

Thanks,

ThePOGG

Hi Pogg they are no longer replying to me I do not have access to the card which was in the account, I have the card and sent pictures of the front and back and also I have a letter from that bank stating the account is closed.

They asked me to deposit to withdraw funds which i stated I did not have funds at the time to make a deposit to withdraw my funds I simply did not have any money in my bank which they have claimed raised concerns because I could not deposit.

All other casinos deposit to my cash plus no problems and I simply want to add my card.

The complaints at dream vegas has said I can withdraw via PayPal if I sent proof of ownsweship of the card which they claim they dont receive when I sent I have all proofs of emails and pictures attached.

My only bank is cash plus so I would need to withdraw via PayPal which they said I can if I provide said proof which I have and I'm getting no reply can I please send you this to pass on to your contact there

Furthermore I did not deposit from the closed account that deposit was months before I got 5 free spins via text and managed to build it up I have all proofs and sent these in

I've emailed you proof which I have sent in numerous times which the claim they do not get

Hi kayos11,

You need to contact the old card provider and ask them to issue a statement for the month prior to the closing of the account. This type of information is not discarded by financial institutions and is available to all customers on request.

Thanks,

ThePOGG

Hi Pogg thanks for getting back to me, I have spoken to them and a paper statement though the post is been issued it could take up to 10 days to come.

I feel every time the ask me for something ie pic of the card, letter stating my accounts closed all I have provided they come up with something else

Hi kayos11,

Thanks for that. Could you let us know when you've submitted this document and I'll follow-up with the operator for you?

Thanks,

ThePOGG

Hi I've emailed this to you this is the last statement sent before my account closed down I have provided everything now

Hi kayos11,

Have you sent this to the operator?

Thanks,

ThePOGG

Yes but they just reply the same thing its the same message copy and lasted 7 times which I will copy below they know I have no other bank I have PayPal if they unlock my account I can add my card. They accept PayPal as a method of payment. When I've been on live chat they have asked me to send in proof my account was shut down and they will then unlock my account so I can withdraw my self or to PayPal and I always get the below message it's as if there a robot. Its very frustrating can you speak to your operator. Dear [EDIT], thank you for your email. Please be advised that in order to follow up on your withdrawal query, we will require an official bank statement as well as the following information : - Account Name - Account Number - IBAN - SWIFT Code - Bank Name - Bank Address *Please note that we are unable to process payments to the likes of Cash Plus, Revolut, Credit Union and other mobile banks. When submitting the documents, ensure that they are on official company headed paper, that all four corners of the document are reflected and that the information thereon is clear and legible. Once We receive this, we will be able to complete your withdrawal wuery. Regards Accounts Team

Hi kayos11,

Dream Vegas inform us that your payment has been processed. We would appreciate it if you could let us know when you receive your funds.

Thanks,

ThePOGG

Hi kayos11,

Have you received your funds?

Thanks,

ThePOGG

Hi kayos11,

If we haven't heard from you by Friday the 17th of January I'll assume you've received your funds and close this complaint.

Thanks,

ThePOGG