LuckyDreams Casino - Pelaajan kotiutuspyyntö on viivästynyt.

This casino is not paying me without explaining why.

I registered with them, topped up my account, and placed a few sports bets (on popular tournaments at market odds). Afterwards, I verified my account and submitted my withdrawal request. Their website clearly states that withdrawals can take up to 2 days, but it's been almost a week already, and my withdrawal request is still being processed.

The support team on the website doesn't give me any reasons for this or any timeframe for when I'll finally receive my money. They simply respond with a pre-written message along the lines of "wait, we are checking" and that's it (although there is almost nothing to check there).

The funniest thing is that I deposited $104, and now my balance is $142. So, I only won $38 from them, and they're causing this rave over some small matter.

At this point, I'm completely unsure whether I'll ever see my money again, or whether this fake "examination" will continue forever. I repeat, they are not giving me any explanation at all about the situation and the possible timeframe for receiving my money, this is madness.

I sincerely ask you for assistance in withdrawing funds. I don't see the point in writing to the site's support team anymore, because all I'm getting is their prepared response: "We're checking, wait, there's no deadline".

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Hello,

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 the 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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Tomorrow marks the start of the second week (seven days have passed), and my withdrawal request is still being processed. I still don't understand the reason for this, only the same message in chat with no timeframe for a resolution: "Our security team is checking everything, wait".

I asked them to explain what was going on and perhaps I could help them by clarifying the details they wanted to know, but I didn't receive any response. There is no deadline for completing this "check", it could go on indefinitely. I can wait until the your two-week deadline has passed, but in reality it doesn't make much sense, because there's simply nothing to to check for that long.

Thanks for your reply.

If the issue persists, please share our communication with the casino regarding the issue. Make sure to include the casino's responses as well as yours to my email at tomas@casino.guru

Thanks in advance for your cooperation.

Dear Kirillxxx,

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,
Tomas
Casino.Guru