I deposited about € 800 at Dreamz on May 29th and made a profit in the middle four-digit range. On May 29th at 11:00 am I uploaded the documents for verification, but unfortunately I haven't been verified yet. The support email said that it could take a maximum of 72 hours. But these have now been exceeded significantly and I don't know anything from any other casino. I am only put off by the support and I think that I will stop there so that I can lose everything again.

ich habe am 29.05 etwa 800€ bei Dreamz eingezahlt und einen Gewinn im mittleren vierstelligen Bereich erzielt. Am 29.05 Um 11 Uhr habe ich dann die Dokumente zur Verifizierung hochgeladen, leider wurde ich aber bis heute nicht verifiziert. In der Email vom Support stand, dass es maximal 72 Stunden dauern kann. Diese wurden jetzt aber deutlich überschritten und ich kenne sowas auch von keinem anderen Casino. Vom Support werde ich auch nur vertr?stet und ich denke, dass ich da hingehalten werde, damit ich alles wieder verspiele.

Dear Lolo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC account verification is a very important and essential process, during which casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Afterwards, it’s quite usual for a withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account.

Please let us know if this information was helpful. Looking forward to hearing from you.

Best regards,

Petronela

Dear Petronela,

Thank you for your helpful answer. My data in the player account and on my ID card etc. are 100% correct and identical to each other. I will now wait a few more days and then contact you again.

Thank you and best regards,

Lolo777

Liebe Petronela,

vielen Dank für Ihre hilfreiche Antwort. Meine Daten im Spielerkonto sowie auf meinem Ausweis etc. sind zu 100% Korrekt und miteinander identisch. Ich werde jetzt aber noch ein paar Tage abwarten und mich dann nochmal melden.

Vielen Dank und viele Grü?e,

Lolo777

Let’s stay positive and wait for good news. I will set the timer for 7 days and expect your update in the following days.  Thank you very much.

Thank you very much Lolo for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.

I truly believe it’s only a matter of time before your account verification will be complete and you’ll receive your delayed withdrawal. 

Hello Petronela, thank you for your answer and forwarding my problem to your colleague. I'm curious if something will happen soon.

Hallo Petronela, vielen Dank für Ihre Antwort und die Weiterleitung meines Problems an Ihren Kollegen. Ich bin gespannt, ob sich jetzt bald etwas tut.

Today i got an update and i think it's a good sign.

"Hi Lorenzo,

The past couple of days we have had a technical issue related to the verification of documents, which continuously is slowing down said verification process. We are truly sorry that this have effected your experience with us and we thank you for your patience and understanding, while we continue to strive towards being a leader in this space.

Although we can't give you a promise today, when exactly your documents will be processed. Rest assure we're doing our utmost to resolve the technical issue and have your documents processed as soon as possible.

Wish you a great day!

Kind regards / Med v?nliga h?lsningar / Vennlig hilsen / Yst?v?llisin terveisin / Mit freundlichen Grü?en,

Pihla

Hey Dreamz"

Hi,

I just received a friendly message from the support manager apologizing. I was also told that I had to upload the documents again and then it should work. There was also compensation for me, which I find very commendable! I will contact you again when I am verified. But now I think nothing should go wrong :)

Hallo,

ich habe eben eine freundliche Nachricht von der Managerin des Supports erhalten in der Sie sich h?fflich entschuldigt hat. Mir wurde au?erdem mitgeteilt, dass ich nochmal die Dokumente hochladen müsse und dann sollte es klappen. Es gab zudem eine Entsch?digung für mich, das finde ich sehr Lobenswert! Ich melde mich nochmal, wenn ich verifiziert bin. Jetzt sollte aber denke ich nichts mehr schiefgehen :)

Hi Lorenzo,

I'm taking over your complaint. Thank you for the update, it's good news. Let me know if the verification was successful.

The casino transferred my winnings very quickly! The support also gave me professional help and I can only recommend this casino! There was just a glitch in the verification process and every user was affected. Thanks also to Casino Guru for the great support! The case can be hereby closed ??

Das Casino hat mir meinen Gewinn sehr schnell überweisen! Der Support hat mir auch professionelle Hilfe geboten und ich kann dieses Casino nur empfehlen! Es gab einfach eine Panne bei den Verifizierungen und jeder User ist betroffen gewesen. Danke auch an Casino Guru für die super Unterstützung! Der Fall kann hiermit geschlossen werden ??

Hi Lorenzo,

I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. 

Best regards,

Peter