The player from Germany requests assistance for a significant withdrawal issue with LuckyDreams, having only received €48,000 of the €134,000 requested two weeks ago. There is a discrepancy of €86,000 still missing, and he faces poor communication and unclear status updates regarding his withdrawals. He seeks a clear explanation for the missing funds and asserts that the ongoing process appears to be a delaying tactic.
LuckyDreams Casino - Player’s withdrawal is significantly delayed.
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LuckyDreams Casino
Safety Index 6.6 Above averageCase summary
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1 week ago
Translation
I urgently request assistance from Casino Guru regarding a significant payout problem with LuckyDreams.
I originally requested a payout of €134,000. This sum consisted of 33 payouts of €4,000 each and one payout of €2,000. I have documented all original payout requests with screenshots.
To date, I have only actually received €48,000 of that. Therefore, €86,000 is still missing.
The subsequent process is incomprehensible to me. During processing, the withdrawals received various statuses such as "Pending," "Recalled," "Rejected," and "Accepted." In some cases, withdrawals had to be resubmitted or made using different payment methods.
After reviewing the secured transaction history, a total of €106,000 was displayed as "Accepted." However, only €48,000 was actually received. This means there is a difference of €58,000 between the payouts shown as "Accepted" and the funds actually received.
A further €28,000 of the originally requested €134,000 is not listed as "Accepted" in my documentation. Together, these amounts exactly match the remaining €86,000.
Communication with LuckyDreams is particularly problematic. I repeatedly inquired about the specific status of my withdrawals, and especially the whereabouts of the missing funds, via support chats, email, and VIP support. Instead of a transparent breakdown, I repeatedly received general statements about processing times, internal reviews, or the responsible departments. Specific questions regarding the whereabouts of the funds and the actual withdrawal date sometimes went unanswered.
Communication with my VIP account manager is also secure. He informed me in writing, among other things, that "unfortunately, it always takes a little longer with larger sums," that he was already in contact with the relevant department, and that he would speak to his superiors regarding further payments.
Despite numerous inquiries, chats and emails, I have still not received a complete statement showing where the missing €86,000 is and when it will be paid out.
I have documented the entire relevant process in a way that provides legally admissible evidence. This includes, in particular:
– Screenshots of all original withdrawal requests totaling €134,000
– subsequent status changes and transaction history
– Support chats and email communication
– Communication with VIP management
– Proof of payments actually received
Since the complete documentation is very extensive, I am initially providing a summarized PDF of the evidence. All original screenshots and further correspondence can be provided at any time.
I urge Casino Guru to confront LuckyDreams with the following questions in particular:
Why have only €48,000 of the original €134,000 actually been paid out so far?
Why is €106,000 shown as "Accepted" when only €48,000 has actually been received?
Where are the remaining €86,000 and when will they be paid out?
Based on the events so far, I consider the repeated generic responses and changing status updates to be a significant delaying tactic. Therefore, I request the support of Casino Guru to finally obtain a concrete, comprehensible statement from LuckyDreams and the payment of the outstanding €86,000.
Best regards
Gerrit ***
Edited by a Casino Guru admin
Automatic translation:
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5 days 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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5 days ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LuckyDreams Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Could you please clarify when the responses you submitted were exchanged between you and support?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
