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Dreamz - Verificstion
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.
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Player's Complaint
Hi. As a non-register casino Dreamz uses bank verification for players. I have deposited and withdrawn tens of times. Now they decided to investigate my incomes. As this is a non-standard procedure for this type of casino, I wondered what was going on. They wanted proof of origins of my money, which i found odd. After a dispute, i sent them my latest paycheck. I hesitated, but sent it anyway. Then the problems started; they demand a 30 day bank statement to view my income and costs. I declined to send this information after discussing with my lawyer since none of the laws here in Finland nor in EU obligate me to send information about my private incomes and monthly costs. Now they are purposely delaying any conversation i have with them. I have kindly asked for their legal team to contact my lawyer for a dialog about this but no answer. As i personally dont have enough knowledge about my rights and oblications,i had to ask my lawyer. After going through documents, the demand regarding my monthly activities is absurd. Also, i have suggested them to pay me my money and close my account but i have had no answer. This is outrageous, if they are not happy with the proven fact that i am more than capable to use their site, they should pay my money and terminate my account. As stated by my lawyer, i have an obligation to prove the ORIGINS of my money, but not in any way obligated to inform a 30 day period of my financial life. Please help me with this issue, thank you!
4 Responses
Hi kmies,
Have you provided the requested documentation?
Thanks,
ThePOGG
Hi kmies,
I'm following-up on the above?
Thanks,
ThePOGG
Hi kmies,
If we haven't heard from you by Friday the 14th of May I'll assume you no longer need our assistance and close this complaint.
Thanks,
ThePOGG
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Agreement
kmies 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
March 18, 2021
Hi kmies - 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.
What you describe is neither illegal nor exceptional. This is a legitimate anti-fraud check that operators are required to perform where there are concerns that the person named on the account may not be the one operating it, or may not be the legitimate owner of the funds being put into play. You will need to complete the Source of Wealth check before we can do anything to help you.
Thanks,
ThePOGG