The player from Germany is experiencing difficulties withdrawing her winnings due to ongoing additional verification. Player’s complaint has been resolved successfully.
LuckyDreams Casino - Player’s struggling to complete the account verification.
Amount: €300
LuckyDreams Casino
Safety Index:Below averageSafety Index
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5.7
LuckyDreams Casino has a Safety Index of 5.7, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello dear guru team,
I need your help again regarding the payout of my winnings of 300€ at lucky dreams.
I have always deposited at this casino without claiming a bonus. The support makes my verification more difficult and tries to delay the payment accordingly!
I have deposited with a total of 3 different credit cards since my registration and I am supposed to upload documents from all 3 credit cards for authentication, which I did! However, the documents are always rejected with a different reason! If I upload the documents from one credit card, it refers to the second and the documents from the first credit card are rejected, then I upload the other documents and they are then also rejected and it is referred to the credit card from the third!
The live chat says I should upload bank statements which should show all sorts of data such as the name of the card holder, credit card number, and a statement of the transactions, which should also list my name and credit card number! Since these are virtual credit cards, I can't take a screenshot of them, let alone a photo!
I hope I was able to describe my problem to you in a comprehensible manner and I am in good spirits that I will find the help I need from you.
I am looking forward to hearing from you
Kind regards
Daniel K***
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Dear Casinoditector,
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.
Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Dear Casinoditector,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.
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2 years ago
Translation
Dear Petronela,
Please excuse my late reply.
After I informed the support staff via live chat that I had lodged a complaint with Casino Guru, I was verified the same day and received my payout.
I just didn't want to close my complaint early until I got the money too!
Thank you very much for your commitment.
The complaint may be closed as "resolved".
With kind regards
Daniel K***
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Casinoditector, for your cooperation and 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
