I am having trouble verifying my identity.

Does this casino only accept identification documents in Latin characters? I have contacted support but have not received a reply.

Dear taka0805,

Thank you very much for submitting this complaint. I'm really sorry to hear about your issue.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Please be aware that casinos often require translated documents, and this is not an uncommon practice. If you have been requested to submit an English version of your documents, kindly find an official translator to translate them for you and furnish them to the casino at your earliest convenience.

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

Best regards

Veronika

I contacted support via email regarding KYC, but I have not received a reply for 2 months. Is there no way to contact the casino?

Thank you very much, taka0805, for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you taka0805 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Dreams Casino for their help in resolving this complaint. We would like to ask for your help with this player's verification process.

Thank you!

Greetings all,

I have located the submitted documentation in our email system and forwarded them to the requisite department for review. We are definitely willing and capable of reviewing documents in every language we service within the casino and this should be no exception.

There should be a reply soon, I will keep everyone posted.

Best wishes,

Nick and Dreams

Hey all!

So I heard back from the documents department and they have requested a passport taka0805, if you could please submit that to the documents email address where you sent the other information then let me know here I'll do what I can to get it reviewed quickly.

Thanks so much!

Nick and Dreams

Dear Dreams,

I have sent an email to support with other documents attached. Please check it.

Greetings taka0805,

I had a look at the submitted documentation and it is a translation of the driver's license already provided. The issue is not in translation however, it is the passport document that has been requested for account validation. If you could please provide the requested document it would be much appreciated.

Thanks so much,

Nick and Dreams

Dreams,

Unfortunately I don't have a passport. Can't I use another document instead?

Greetings taka0805,

I have contacted the requisite department and we will see what can be done however without an internationally recognized document I'm not making any promises.

Best wishes,

Nick and Dreams

Good news all,

We now have your documents approved taka0805! Please request the withdrawal once again and hopefully we can move forward here.

Best wishes,

Nick and Dreams

Thank you for your efforts.

However, it seems that the website of Dreams Casino and its sister casinos will not be connected for a while. When will this issue be resolved?

Dear taka0805, we were in contact with the casino affiliate and were told that there was an ongoing issue over the weekend but everything should be back to normal now. Let us know if you're able to request the withdrawal once again.

Thank you in advance!

Hi Peter

The casino seems to have recovered, but Status:Checking does not finish on the withdrawal screen. This check process used to take a few seconds. There may still be a system failure.

Hey all,

Looking good, however it seems we need to re-confirm the Bitcoin address please. If you could post that here taka0805 Peter will be good enough to lock the comment to keep it from prying eyes.

Best wishes,

Nick and Dreams

Dear Dream casino

I submitted my withdrawal application today. Does this mean that the Bitcoin address I entered when applying was not correct?

Greetings taka0805,

I do not have access to the Bitcoin address within the withdrawal request and thus require you to manually confirm it for me in order to proceed. If you would kindly confirm the current Bitcoin address it would be much appreciated.

Thanks so much,

Nick and Dreams

I have re-registered my withdrawal request. The Bitcoin address is as shown in the image.

Greetings taka0805,

Unfortunately I need to be able to copy/paste the address into the required field and an image does not allow this. Please provide me with a text version.

Thanks so much,

Nick and Dreams

Greetings all,

Just confirming that the maximum withdrawable amount of $100 for the free chip in play at the time of the win plus the confirmation deposit of $19 ($119 total) has been paid in full and confirmed delivered in Blockchain Explorer.

Best wishes,

Nick and Dreams

Thank you very much for the update, Nick.

Dear taka0805, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Thank you, everyone.

I confirmed that the money arrived in my Bitcoin wallet.

Dear taka0805,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter