LuckyDreams Casino - Player believes that their withdrawal has been delayed.

I am submitting a formal complaint against LuckyDreams regarding my winnings and a delayed withdrawal.

I deposited $3,000 into my LuckyDreams account without receiving or using any bonus. I played normally, and my balance/winnings reached $72,725. LuckyDreams congratulated me on the win.

I then attempted to withdraw my winnings. LuckyDreams delayed the withdrawals for approximately four days. They subsequently rejected/cancelled my cryptocurrency withdrawal attempts and instructed me to use a bank transfer, referring to payment/AML requirements.

I complied with their instructions and provided a suitable banking method that could receive external transfers. I then submitted the requested bank withdrawal.

I waited approximately another three days. After this delay, LuckyDreams cancelled the withdrawal transactions and deducted $22,725 from my winnings, leaving $50,000 in my account.

I then attempted to withdraw the remaining $50,000. This withdrawal is still pending, and LuckyDreams continues to delay payment, stating that my withdrawal is under review and that security/verification checks must be completed.

I have repeatedly contacted support. The representative named John has repeatedly provided essentially the same generic response, stating that the relevant department is reviewing the withdrawal and that there is no exact timeframe. I have not received a clear explanation of what is being reviewed, whether any additional documents are required, or when the review will be completed.

I am fully willing to cooperate with any legitimate KYC, AML, security, or Big Win verification procedure and provide any reasonable documents required.

However, I dispute the unexplained deduction of $22,725 and the continued delay of my remaining $50,000.

I respectfully ask Casino Guru to investigate:

The exact contractual/Terms & Conditions basis for deducting $22,725.

Whether LuckyDreams considers $50,000 to be a maximum winnings limit or merely a withdrawal limit.

Why my winnings were initially allowed to reach $72,725 and why LuckyDreams congratulated me on the win before later deducting $22,725.

Why my withdrawals were delayed, cancelled, and redirected from cryptocurrency to bank transfer.

The reason and status of the current $50,000 withdrawal review.

Whether the delay and deduction are consistent with LuckyDreams’ published Terms and Conditions.

My requested resolution is for LuckyDreams to provide a clear contractual explanation for the $22,725 deduction and, if the deduction was not validly supported by their Terms and Conditions, restore the deducted amount. I also request that the remaining $50,000 withdrawal be processed without further unnecessary delay once any legitimate verification requirements have been completed.

I can provide screenshots, withdrawal records, account history, deposit evidence, correspondence with LuckyDreams, and evidence of the $22,725 deduction upon request

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Dear Falah,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

‏Subject: Clarification on Account Location

‏> Dear Support Team,

‏> Please note that I am residing in Kuwait, not Germany. Germany appeared only because I was using a VPN.

‏> All my verified KYC documents and bank account details reflect my residence in Kuwait. Please update my case details accordingly.

‏> Best regards,

‏> Falah

Dear Falah,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

"Thank you for reaching out. I have not received the funds yet, and there have been no new developments or updates regarding my withdrawal

I am submitting this complaint regarding LuckyDreams and the handling of my winnings.

I originally won a total of $72,725. However, LuckyDreams informed me that they would only process and pay $50,000, meaning that $22,725 was deducted from my winnings.

I am requesting a formal investigation into the reason and contractual basis for this deduction. I want LuckyDreams to clearly explain why $22,725 was removed from my winnings, including the exact Terms and Conditions or policy that they relied upon to make this deduction.

Furthermore, LuckyDreams confirmed that they would process the payment of the remaining $50,000, but despite my compliance with their withdrawal requirements, the funds have still not been transferred to me.

The withdrawal/payment has remained pending, and I have repeatedly contacted their support team requesting a clear explanation and an update. Instead of providing a specific resolution or payment date, I have received repeated generic responses stating that my withdrawal is under review.

Therefore, I respectfully request that this complaint investigate both issues:

The deduction of $22,725 from my winnings and whether LuckyDreams had a valid contractual basis for doing so.

The continued delay in paying the remaining $50,000, despite LuckyDreams confirming that this amount would be processed.

I request that LuckyDreams provide a clear, documented explanation for the deduction, the current status of the $50,000 payment, the reason for the delay, and a definite resolution.

I have retained the relevant correspondence, withdrawal information, account records, and messages from LuckyDreams and can provide them as evidence

Thank you for the update. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can understand the situation.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC (Know Your Customer) verification?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Please share a screenshot of all relevant communication regarding the confiscation of $22,725.

Thank you very much in advance for your reply.

Yes, I have successfully made withdrawals before.

Currently, I have a total withdrawal of $50,000 scheduled to be paid in weekly installments of $8,000 per week. One $4,000 payment has already been accepted, while the remaining withdrawals are still pending according to the payment schedule provided by the casino.

I played casino games to accumulate my current balance. I will attach screenshots showing the games I played, as well as screenshots of the relevant emails and communications regarding the $22,725 deduction from my winnings.

I would like to emphasize that I am specifically requesting an investigation into the reason and justification for deducting the $22,725 from my winnings, as I have not received a clear explanation or sufficient justification for this deduction.

I will provide all the requested screenshots and supporting evidence for your review

Thank you for providing the additional information and supporting evidence.

Regarding the deduction of $22,725, here's what I found on the casino's Terms and Conditions page.

9.8 Users are subject to a maximum cumulative daily profit limit in any daily period (00:00-23:59 UTC) of USD 50,000 (or local currency / cryptocurrency equivalent).

If the $72,725 was accumulated as profit within the same daily period, this rule may explain why the casino limited the payable winnings to $50,000.

Could you please clarify whether you made the $72,725 winnings on the same day? If they weren't, please share a screenshot of the relevant betting history.

Also, please provide a screenshot of your withdrawal history showing the withdrawal amounts, dates, and current statuses. This will help us understand how quickly the casino is currently processing your payments.

Thank you for your cooperation. I look forward to your reply.