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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.

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.

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

Hello Attila,

Thank you for your response.

I fully understand and respect the importance of KYC procedures. My issue is not with being verified, but with the inconsistent handling of my verification after my withdrawal request.

From the beginning, I informed the casino that I do not currently possess standard government-issued photo ID and was advised that alternative verification methods could be accepted. Based on this, I submitted the requested supporting documents and fully cooperated with the process.

To further demonstrate my cooperation and identity, I even attended a police station today and obtained a statutory declaration to support my verification and confirm my identity details.

Despite this, my withdrawal continues to be delayed and the requirements appear to be changing after the winnings became payable.

At this point, verification of ID appears to be the only remaining issue preventing the withdrawal. However, the casino has not clearly explained why the alternative verification process previously discussed is no longer being considered despite the additional documentation now provided.

I remain willing to cooperate and provide any further reasonable documentation necessary to confirm ownership of the account and payment method

Thank you again for your assistance.

Best regards, [Redacted]

Thank you for your reply. Could you please forward all documents you provided to the casino for verification, including the declaration from the police department?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Dear Gabos187,

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.

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,
Attila
Casino.Guru