Hello, I am from Mexico and I registered at dreams casino in December 2020 and used a no deposit bonus, I managed to complete the wagering requirements and tried to make a withdrawal but in the withdrawal option only this appears

I have tried to contact customer support but I have not received any response so far, I have even sent my documents to verify my account but I did not have a response either.

I want to know if I have to make a deposit to withdraw my earnings or what is the reason why that legend appears when I try to withdraw

Hola soy de México y me registre en dreams casino en diciembre del 2020 y utilice un bono sin depósito, logré completar los requisitos de apuesta y trate de hacer un retiro pero en la opción de retirar solo aparece ésto

He intentado contactar con customer support pero no he recibido ninguna respuesta hasta ahora, incluso ya envíe mis documentos para verificar mi cuenta pero tampoco tuve respuesta .

Quiero saber si tengo que realizar un depósito para retirar mis ganancias o cuál es la razón por la que me aparece esa leyenda al tratar de retirar

Dear zak521521,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. I have checked the general bonus terms and conditions, and this is what I found https://www.dreamscasino.com/terms-conditions/:

"Players from certain countries may not cash out from free chip offers if they have not previously deposited. These players may par-take of said free chips for amusement purposes only. You may view all country restrictions in this PDF document or you can download it in MS Word format to check your status."

Could you please advise if your account has been fully verified already? Have you redeemed any Free Bonuses in the past?

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I have only used that bonus and it was immediately after registering with the casino.

And I have sent my documents since last December, but I am not sure if my account is already verified because I have not had a response from the casino.

Solamente he utilizado ese bono y fue inmediatamente luego de registrarme en el casino.

Y envíe mis documentos desde el diciembre pasado, pero no estoy seguro si mi cuenta ya está verificada debido a que no me he tenido una respuesta por parte del casino.

Thank you very much, zak521521, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you

Muchas gracias

Hello zak521521.

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case.

Please explain to us what happened and why zak521521 can't withdraw his winnings.

Greetings all,

Mexico is allowed free welcome bonuses so this isn't the issue at hand here. What I see Zak521521 is that the withdrawal was requested by you on December 8th then cancelled on December 13th and played below the minimum withdrawal amount of $100.

I'm not seeing any attempted documents submission in our records but primarily and firstly there isn't currently a withdrawal request nor a balance amount eligible for withdrawal.

My advice would be to play that balance until it is over $100 then request a withdrawal. Let me know when you have a valid withdrawal request and I will have one of my team reach out to you and assist you through the documentation process and get you set up with a valid method of payout.

Best wishes,

Nick and Dreams

You could also make a deposit and make a withdrawal of $ 100 and continue playing with the rest?

También podría hacer un depósito y hacer un retiro de $100 y continuar jugando con el resto?

I would strongly recommend you make a withdrawal first. Also, please note that when you play with a bonus and want to make a withdrawal, you must wait until the withdrawal is processed before you claim another bonus.

Zak521521, did you make the withdrawal?

Can we close the complaint?

Zak521521 hasn’t responded to our messages. We assume that he was able to make a withdrawal.

The player can reopen this complaint anytime.