LuckyDreams Casino - Delayed withdrawal due to repeated document requests.

Hello Casino Guru,

I am registered with this Casino about 3 months and made many deposits...and finally the last deposit I won 2800 Cad, I have sent all documents and my account was approved so I requested withdrawal and they have canceled asking for deposit that i have made 3 months ago, so I did that as well I sent proof of two deposit made that day they have approved, I requested again withdrawal and it has been canceled again asking for same document that I already sent even that one of the agent told me that I am fully verified.

please Casino Guru if you can help me with this issue

Thank you in advance!

Dear Boss78,

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 take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise how many days ago you requested a withdrawal and started the account verification? 

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,

Petronela

Dear Petronela,

Thank you for quick replay!

I started account verification on October 12 and my account was verified same day...so than i requested withdrawal which was rejected next day, they are asking for very first deposit I made to the Casino for August 10,

so I did sent them also proof of payment for August 10, also that document is approved...so I contacted support which one of their agent told me that I am verified and there should be no problems than I requested withdrawal again which was rejected again next day.

Identity -approved

Address-approved

Payment-first and last approved

I really do not know why are they doing this, I thought they are good Casino after I read good reviews here at Casino Guru.

If you need any kind of proof I can sent it to you, for some reason I tried to upload files here but it does not work. Thank you!

Hello Casino Guru,

After a week of waiting finally the Casino have verified my account

and also I have received my money, I am just wondering how come all sudden

the documents are fine? ever since I filed complain.

You can close this case as resolved.

Thank you so much Casino Guru for your help!

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Boss78, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru