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Dear Janka94,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem regarding the withdrawal of your winnings from the casino.

To help us better understand your situation and to assist you effectively, could you please provide us with the following details:

• Have you received any further communication from the casino since your account closure?
• Did you make any withdrawals prior to your account being closed? If so, what were those amounts?
• Can you provide details about any specific gameplay or promotions you participated in around the time your account was closed?
• Could you please send us the aforementioned evidence regarding the issue?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petra

Dear Petra,

Thank you for your message. Please find my answers below.

1. Have you received any further communication from the casino since your account closure?

Yes. I received an email from the casino informing me that my account was permanently closed. They stated that they believe I used the casino in bad faith, but they did not provide any clear explanation or evidence to support this claim.

2. Did you make any withdrawals prior to your account being closed? If so, what were those amounts?

Yes. I deposited 1,700 and later won a total of 4,900. After requesting a withdrawal, the casino only paid me 1,700 (the amount of my deposit). The remaining winnings were not paid and were confiscated when my account was closed.

3. Can you provide details about any specific gameplay or promotions you participated in around the time your account was closed?

I played normally using my own funds and followed the casino’s terms and conditions. I did not abuse any bonuses, promotions, or game mechanics.

Before the withdrawal, I contacted live chat to ask how long the withdrawal would take, and I was informed that everything was fine and that there were no issues with my account. I have screenshots of these live chat conversations.

4. Could you please send us the aforementioned evidence regarding the issue?

Yes. I am attaching the following evidence:

proof of my deposit (1,700),

proo

proof of the partial payout (1,700),

the email confirming account closure,

live chat messages confirming there were no issues,

confirmation that I submitted all requested documents, including my ID and bank statement.

I fully cooperated with the casino and provided all requested documents. Only after I won the money did the casino accuse me of bad faith and close my account.

Thank you for your assistance. I appreciate your help in resolving this matter.

Kind regards,

Janka94

Dear Janka94,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Peter (peter.c@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Petra

Hello there,

Thank you Janka94 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Dream Vegas Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

Great , they allowed me to deposit , i was on live chat with them , i sedned all the information they asked me bank statements, id , and etc they had no problem but when I won the money they closed my account saying i used the casino in bad faith , they paid me out 1700 this is the money i deposited and all together i won 490o on blackjack and roulette and they did not pay me out .

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the eCOGRA – an alternative dispute resolution service (https://ecogra.org/alternative-dispute-resolution/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter