Dreamz Casino— player complaints: 10 in English

The player from Germany had set a deposit limit of €100 per month at Dreamz but found that, due to a system update, her limit was not saved, which led her to gamble beyond her intended amount. She requested account deletion and a full refund of her excess deposits, expressing concern over not being informed of the change. The complaint was closed due to the player's lack of response to inquiries and reminders from the Complaints Team. The player retained the option to reopen the complaint in the future if she chose to resume communication.

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This complaint is submitted against Dreamz Casino, operated by N1 Interactive Limited, regarding the permanent closure of my account (email: ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇) and the full confiscation of my winnings in the amount of €41,000. The casino’s decision constitutes an extreme and disproportionate measure, taken without transparency and without giving me any real opportunity to access or present evidence relating to my winnings. The casino has blocked and closed my account, completely preventing me from accessing my betting, transaction, and winnings history. This situation is not the result of any lack of cooperation on my part, but a direct consequence of the operator’s decision to close my account and deny me access to my personal data. I have sent them emails for weeks, but it have not resolved the situation. I previously had an account with Dreamz, which I closed for forever, by applying a permanent self-exclusion as a responsible gaming measure. Couple weeks later I wanted to start gambling again. Naturally, I would have continued using my old account normally for play if that had been possible. However, the previous account became unusable and could no longer be accessed. For this reason—and only for this reason—I had to create a new account. The purpose of opening the new account was not to circumvent rules, gain unfair advantages, or engage in abuse, but was solely the result of the practical impossibility of playing on the old account. It is important to note that I have never had two active accounts at the same time. I have concrete evidence (screenshots) showing that my old account was closed on 22.11.2024, while the new account was opened on 13.12.2024. These dates clearly demonstrate that there was no overlap between accounts and that the allegation of a “duplicate account” in the sense of two simultaneously active accounts is factually incorrect. Despite this, the casino allowed the creation of the new account, accepted my deposits, permitted full gameplay activity, and completed the identity verification process (KYC). Only after I generated substantial winnings did the casino retroactively interpret the situation as a breach and confiscate all winnings. The rules were not enforced at the time of registration, during gameplay, or during verification, but only once the casino faced the obligation to pay significant winnings. In these circumstances, it is essential to underline that the burden of argument and proof lies with the casino, not with me as the player. It is the casino that took an extreme decision by confiscating my winnings and closing my account while keeping all relevant evidence under its control. To date, no real justification by the casino has been provided to me. On the contrary, the lack of transparency, the denial of access to data, and the selective application of rules create the impression of an unfair and abusive practice against the player. In these circumstances, I request that the ADR review this case and ask the casino to give me my payment of €41,000 in full. I have always played in accordance with the rules. If you need any other documents or proof from me, please let me know.

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Deposited 20€, and the money never showed up. It just threw me to the front page, never asked for information to create an account. I tried to log in with bank details, but no luck, throws me to front page, not logged in.Contacted customer service which basically told me to deposit an additional 20e