The player from Australia has had an account at LuckyDreams Casino for about 10 months and has made several deposits but has not made withdrawals until recently. He verified his Australian passport but has not uploaded additional required documents, and now he faces communication issues with support, having sent multiple emails that bounce back. He has two withdrawal attempts pending, one for over 24 hours.
LuckyDreams Casino - Player's withdrawals are delayed.
Opened
Current status
Waiting for Casino Guru to reply
1d 17h 1m 3s
LuckyDreams Casino
Safety Index 6.6 Above averageCase summary
Discussion
Public
Public
1 week ago
Hi 🙂 I have had an account at LuckyDreams Casino for about 10 months now and have made many many deposits without any attempted withdrawals.
My Australian passport was verified about 6 months ago but I didn't get around to uploading two other documents such as utility bill or bank statement along with screenshot of deposits made.
Up until about 2 months ago I was able to contact support via their chat link. Now I only ever get a warning that all operators are busy and to send emails. I have sent multiple emails and all seem to have been bounced back. I have attempted many uploads of various documents with no correspondence back
I have 2 withdrawal attempts that are still on pending and 1 of them has been over 24 hours
Public
Public
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.
Public
Public
5 days ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please clarify why you were unable to upload your utility bills, bank statements, or proofs of deposit when you first verified your account six months ago? Did the casino not request these documents, or were they rejected if you provided them?
- When was the last time you submitted any personal documents to this casino for the verification of your account? Which documents did you submit, and were any of them reviewed and approved by the relevant department?
- When was the last time you successfully withdrew funds from your casino account?
- Could you please send me a screenshot showing the pending withdrawal requests that are currently visible in your account?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
