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Casino claims my winnings were voided due to 'overlapping bonuses.' However, as shown in my attached screenshot of the 'account activity' page, the Dreams Casino system actively prevents the redemption of a new coupon if one is already in use.

Since the system successfully allowed the redemption of the WEEKLYCB coupon on May 3, it is technical proof that no other bonus was active at that time. The 'Manager Withdrawal' of $150.12 is therefore a manual removal of legitimate winnings based on an impossible scenario.

As seen in my attachments, the coupons are denied if actively in another coupon by the system.

A manager manually went in and removed my money immediately when it was rejected . 8:32 am Then put 30 dollars into my account as a promo when actually a refund would have been a positive balance, I believe. All of this was done without notifying me. It was not until I contacted support through chat ( time is shown in attachment ) almost 12 hours later that I was told that my winnings were gone ( I am assuming it is 8pm because if not then how could they tell me it had been rejected at 8am but it shows not rejected until manager did it at 8:32) and the 30 dollars in my account was a refund. When it shows it was a promo of 30.00 I mistook it for money I had left in to play with after requesting the refund, since I had no notification that they had taken it. I would not have played the 30 dollars had they notified me . I would have tried withdrawing right away .

I am requesting this be resolved by giving the winnings back to me since their own system has a automatic response to " overlapping coupons" It denies it . Therefore I am entitled to my winnings.

thank you for your time

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Dreams Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand correctly that you attempted to redeem bonuses while you had an active balance between April 29th and May 3rd?
• Which particular bonus was active on your account at the time you activated another one, to your knowledge?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello thank you for me responding. To answer your question, I played several coupons within a few days. Each time I played down until I was notified my balance was too low and offered by the popup screen to deposit. I hit the red x denying the offer. That was the Coyote Dreams coupon. about 7-10 min I'm after I used another coupon because the last had cancelled because I lost all the money. I deposited 30. on the 350+no rules bonus. I played ,I won.

I understand it would be impossible to prove that I followed the rules with my word against the casinos however, lucky for me, their own system disproves their story. It will block any try to redeem a coupon if there is still one active. I would be impossible for that to happen .

Therefore to answer your second question, there was no ACTIVE COUPON when I used the 350+no bonus, their system , prevents it.

I'm hoping I was able to communicate that effectively . THANK YOU SO MUCH FOR HEARING ME OUT.

VITA

Thanks for your reply.

Could you please explain what the nature of these funds is, from your point of view, taking place shortly before your deposit? Looking forward to your reply.

hello, I believe that was 10 free spins that I won nothing but a few cents on. I then redeemed the no rules bonus right after. If I had still been on that 10 spin bonus their system would not allow me to claim another. If you like I can maybe find the email that gave me the 10 free spins .

Dear Vitamae70,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Vitamae70,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Dreams Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Which funds do you believe have been mixed? To simplify the resolution process, would you be able to provide us with the player's game and bet history? If so, please send it to martin.l@casino.guru. The document will be kept confidential.

Thank you in advance for providing us with your view of the issue.

Thank you

Greetings all,

I had a chance to review the case and it appears the requested withdrawal was denied for what is called "mixing funds." This is a situation where you have more than one type of playable cash in the system with different sets of rules.

There was a cash deposit of $30 using a deposit coupon which provided an additional $105 to play with... This balance of $135 was then played down to around $10 and a free chip was deposited on top of it, the win stems from that "mixed" balance. Had it been approved for withdrawal the $105 deposit bonus would have needed to be removed on approval, making the approved withdrawal only $45, well below the minimum withdrawal amount for wire transfer (on a credit card deposit crypto withdrawal is not available and the wire transfer minimum is $100).

The requested withdrawal was denied based on this, and as a courtesy to the player the initial cash deposit amount of $30 was re-deposited to the player account as real cash with no rules. Those funds were then played to $0.

Hopefully this sheds more light on what has happened here.

Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Dreams

Dear Dreams Casino representative,

thank you for your clarification. Before we make our final conclusion, could you please clarify what the maximum cashout of the no deposit coupon/free chip was?

Dear Vitamae70,

After reviewing the casino’s explanation and the supporting evidence, it appears that the free coupon was redeemed while there was still a remaining balance of around 10 USD from previous bonus play (350% "No rules" coupon) on the account. However, this 350% coupon was actually non-cashable (sticky), which means that the entire bonus amount you have received (105 USD) was only supposed to be used during wagering and was going to be deducted after its completion anyway.

As for the second coupon, according to my understanding, you actually had a sort of an improved version of the bonus, as instead of 30 USD, you had 40 USD of balance to play - 10 additional USD came from the initial incomplete bonus.

Therefore, the winnings were generated from additional, mixed funds balance, and I am currently unsure as to which extent they can be considered for withdrawal - I would like to discuss this internally, as the situation is somewhat unusual.

Nevertheless, since the previous $105 bonus was sticky and the free chip bonus was "improved" due to a technical issue, it is hard for us to argue for a reinstatement of your previous winnings in full.

I think I understand however I am still confused as to why their system allowed me to use another bonus if I was still " playing on one" the system , from my experience prevents that type of thing . Am I wrong about this ?

Greetings Vitamae70,

To answer your question, the deposit coupon you had redeemed (and were playing with) had "no playthrough and no max cashout", this means that there is a 1x playthrough which is the minimum to prevent money laundering. Once this 1x playthrough is achieved the system converts the funds into "cash" in the eyes of the system which "unlocks" the funds in order to facilitate withdrawal.

The important lesson here is it is imperative that you play your account down to as close to $0.00 as possible before depositing anything (bonus, cash, what have you). Before you can redeem a coupon there is a pop-up which provides the basic bonus information, in this case the information regarding the non-withdrawable nature of the deposit bonus funds.

Any time you are playing anything other than real cash (which carries no rules whatsoever, aside from the mandatory 1x playthrough to prevent money laundering) it would be prudent to familiarize yourself with the rules of that bonus, or at minimum the general terms and conditions surrounding the bonus types as listed in the terms and conditions of the casino.

The majority of the rules regarding all coupons (aside from the value, game, or other promotional specifics) are standard and listed in the general terms.

Best wishes,

Nick and Dreams

Dear casino representative,

thank you for further clarifications. Would it be possible get access to the player's full game and bet log?

Dear Vitamae70,

Thank you for your patience while we reviewed the additional information and the game history provided by the casino.

After checking the available evidence, we have come to the conclusion that the disputed winnings cannot be considered valid for withdrawal.

As we have established, the no-deposit coupon was redeemed while there was still a remaining balance of around $10 from the previous 350% "No Rules" bonus play. This created a mixed balance situation, as the new coupon was not played from a clean zero balance.

We fully acknowledge your point that the casino system allowed the coupon to be redeemed, and we agree that ideally, such situations should be prevented automatically. However, after reviewing the bet history, it appears that this mixed balance had a direct impact on the result. If only the intended $30 coupon balance had been available, the balance would have dropped to zero before the later win was generated. At one point, the additional remaining balance from the previous bonus play made it possible for the session to continue and eventually reach the disputed withdrawal amount.

We also need to take into account that the previous $105 bonus was non-cashable/sticky, meaning it would have been deducted from any approved withdrawal in any case. Considering this, and the fact that the casino returned your original $30 deposit as real cash with no restrictions, we believe the casino’s solution was correct in this case, though the whole situation should have ideally been prevented by technical measures.

For these reasons, we are unable to ask the casino to reinstate the disputed $150 winnings, and this complaint will now sadly need to be rejected. I understand this is not the outcome you were hoping for, but based on the evidence we received, we cannot consider the winnings valid.

Kind regards,

Martin