The player from Australia is facing issues withdrawing $420 from Lucky Dreams Casino due to identity verification requirements, as his primary ID was stolen recently. He has provided alternative documents and is willing to complete further verification steps, but the casino only offers automated responses, hindering access to his winnings.
LuckyDreams Casino - Player's withdrawal is delayed due to verification issues.
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Waiting for Casino Guru to reply
6d 23h 8m 44s
LuckyDreams Casino
Safety Index:Above averageCase summary
Discussion
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Public
16 hours ago
I am submitting a complaint against Lucky Dreams Casino for withholding my $420 withdrawal due to identity verification requirements.
I cannot currently provide my primary ID as my wallet was stolen last week, and I have informed the casino.
I have submitted alternative documents, including deposit proof and my bank statement, confirming ownership of the account.
I am willing to complete any reasonable alternative verification (selfie, banking checks, or other compliance steps).
The casino has only provided automated responses and no clear path to resolve the issue.
This is preventing me from accessing my legitimate winnings despite full cooperation.
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1 hour ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 hour ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Is the verification of your ID the last step in the KYC process? Additionally, could you please provide an estimated timeframe for when you anticipate receiving your new ID?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Attila
