The player from Austria faced a payout issue with Lucky Dreams, as her withdrawal requested on May 27, 2025, remained in the 'pending' status without confirmation or a transaction number. Despite previous prompt payouts, she had experienced declined withdrawals and was concerned about a potential intentional delay by the casino. The Complaints Team informed her that due to a lack of response to inquiries, the investigation could not proceed, and the complaint was closed for the time being.
LuckyDreams Casino - Player’s payout is delayed and unprocessed.
Closed
Our verdict
Player stopped responding
Amount: €900
LuckyDreams Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
6 months ago
Translation
🎯 Subject: Payout at Lucky Dreams has been "in process" for days, no confirmation received
Description:
Dear Casino Guru Team,
I would like to file a complaint against the online casino Lucky Dreams because my withdrawal has been stuck in the "pending" status since May 27, 2025, and despite repeated requests, I have not received any written confirmation or transaction number.
The exact process:
I requested a payout via Inpay on May 27, 2025.
In the past, I have always received payouts within a few minutes.
This time my card withdrawal was declined twice, even though the card was working.
I then arranged for the payout via my bank account/Inpay.
Since then, the status has not changed ("in process"), and support refuses to give me written confirmation, a specific payout date, or a reference number.
They simply ask me to wait 1-6 business days without any proof that the transaction was actually completed.
I'm very concerned that the casino intentionally delayed or didn't process the withdrawal at all. I've saved screenshots of all relevant information (status, chat with support, etc.) and am happy to provide them upon request.
I therefore kindly request your support in clarifying this incident.
Best regards
Automatic translation:
Public
Public
6 months ago
Dear karmenenisz,
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,
Kristina
Public
Public
6 months ago
Dear karmenenisz,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Public
6 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Kristina
Casino.Guru
