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Hi aec11 - welcome to ThePOGG.com!

Please copy and paste the full response that you received about this matter here.

Thanks,

ThePOGG

dreamvegas
Complaints Team (Dream VEGAS)
Jun 30, 2023, 5:09 PM UTC

Track ResourceDear [EDIT] 
 
We reference your recent dispute and have undertaken a review of your account.
 
We note that you deposited using a payment method which does not belong to yourself, we draw your attention to clause 7.2 of our terms and conditions  which provides "You may only use payment methods registered in your own name to make deposits.".
 
We further reference the warranties you agreed to when creating this account, excerpts of which have been included below:
" 4.1 By opening an account with us and/or by using the Website you acknowledge, agree and warrant that you:
• have a valid bank account or debit card issued in your name or alternative payment method;
•  you are the legitimate owner of the money you deposit and any money that you deposit into your account is not tainted with any illegality and does not originate from any illegal activity or source;"
 
 

It does belong to mayself it’s my Apple Pay with my name on the card I’ve sent you all the evidence of it coming out my bank statement also screenshots of it coming out my Apple Pay wallet transactions history how can you possible say it’s not myself. How much more evidence can I provide. Do you want a letter from my bank saying that I am the rightful owner of this payent. The only deposits that have been used with my account is my NatWest debit card and that same card but using Apple Pay. I don’t think you realise what this situation is doing to me mentally. If I used someone else’s cards I’d hold my hands up and accept it as it would be fair getting my deposits back. But I haven’t I honestly can’t believe with the evidence I’ve shown that this is still a debate

Hi aec11,

There seems to be a substantial missing piece of information here. Can you provide insight into why the operator believe that you have used a payment method belonging to a third party?

Thanks,

ThePOGG

They haven’t given me any evidence to suggest I have used a 3rd party card (don’t you think that’s suspicious in itself) they have just locked my account and said I’m banned from all there platforms. They said they’d return my deposits on the 24th and  nearly 2 weeks later I’ve had nothing come in. I’ve shown they so much evidence to prove the payment method I used belongs to me with PDF bank statement showing the transaction history clearly showing the deposit to there site. That had my full name and home adress on there. I’ve send them screen shots of my Apple Pay wallet transactions. I’ve just them my Apple Pay details showing my card with my name and adress. I’ve shown them a picture of my holding my driving license so they can see I’m the rightful owner then also a picture of me holding the card I used to make the deposit with proof that the same card was used is mine and belongs to me. But the only reply’s I’m getting it’s that there not believing me. They have even said the funds have been returned but they haven’t.

Hi aec11,

Please forward all communication you have had with the operator about this matter to <a href="mailto:complaints@thepogg.com">complaints@thepogg.com</a>.

Thanks,

ThePOGG

I’ve just done that I’ve also attached in the email all my evidence of the deposit leaving my account not a 3rd party plus attached all my details showing who I am and that I’m the person who’s account the deposit came from. I’ve also attached the proof of the withdrawal requests coming to £1200 (£8000 + £1000+£1000+£2000. 
This is so much money to me and I’ll admit when I withdrew it and I was accepting it to be accepted because I haven’t breached any of there terms and conditions I deposits a lot more in than I could afford. They don’t realise how much affect this is doing to me. I really hope you can see how genuine and honest I’m being with the evidence I’ve sent and you can help me receive my fair amount I’m owed. Thankyou

An update today they have said they have sent me £5350 (this was the deposit) but I must ask if I used someone else’s card why have they withdraw  bakc into my bank which was the one the deposits came out but they’re saying I deposited on a 3rd party card

Hi aec11,

We'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

My last email to dream Vegas 
I have they haven’t responded. How can they say I used a 3rd party card when they paid the £5360 I deposited. And I’ve sent them proof (bank statements with my name and adress on. Me holding the card which was used to deposited the money. A screen shot of all deposited used by the one and only card which is the card I’m holding. Screen shot of the Apple Pay out going’s saying “deposit by dream” and the money you send back from the deposits was all from the same card which is owned by me from the same bank account as the deposits where made. You stated that all the deposits will go back to where they came from. And you send the full Amount to my bank belonged but me where all the deposits where made. How can you say I used a 3rd party card for a deposit when all the deposits came from one card (either from putting the card details in then depositing or using Apple Pay which is linked to the same card. The bank statement I sent with all deposits which equaled £5360 (the amount you sent back and the amount my account deposited) which clearly shows that it belongs to me. There is no conspiracy the proof I’ve sent clearly shows I myself [EDIT] owns the card which the only deposits on you site used. You haven’t sent me any evidence I’ve used another card which hasn’t belonged to me. All you’ve done is said I’ve breach your terms and conditions by using a 3rd party card when I haven’t. I’m speaking to a legal advisor and they are taking the case on becuase they agree with me when I say I haven’t used a 3rd party card and they feel that I’m being robbed the money I fairly won.

They’re not doing anything about it I’m heartbroken £12000 gone when I’ve gave them so much proof all deposits where from  myself and in one card belonging to me. I really need your help

Date – 16/07/2023

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

ThePOGG

Does this mean they’ve realised they’ve made a mistake ?

Hi aec11,

Have you already submitted this matter to eCOGRA?

Thanks,

ThePOGG

Update. 
They said they’ll pay me now as they’ve made a mistake but this was in the 19th July 2023
They said the money will be in by 5 buisness days. 
It’s not been 7 buisness days nearly and it’s still not there. They’re saying it’s been processed but my bank doesn’t see any pending transactions. 
They’re also stalling asking to confirm my self asking for documentation I’ve already send over multiple times to prove I was the rightful owner of the card. Why would they be asking that if they’ve also processed the withdrawal. 
The customer service is shocking and are just not Replying to anything I’m saying

Hi aec11,

Thanks for letting us know - it is appreciated :)

ThePOGG

Both the submitting complainant and Dream Vegas Casino have informed us that this issue has been resolved and the player has received their funds.

I’ve been confiscated £12000 and my account locked for apparently breaching there terms and conditions using a 3rd party card when I haven’t I deposited all my money through my Apple Pay I have sent them all the screenshots of the proof of this with all my Credentials saying showing it’s my card the deposit came out from but after all this they’re still not budging and only offering to send my deposits back. They’re costing me £8000  

Dream Vegas - Accused of using a 3rd party card deposit 

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