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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