The player from Germany is experiencing difficulties withdrawing his winnings due to ongoing deposit method verification. Unfortunately, the player lost his winnings before we could help, therefore, we were forced to reject this complaint.
LuckyDreams Casino - Player’s struggling to withdraw his winnings.
Amount: €1,000
LuckyDreams Casino
Safety Index:Above averageSafety Index
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6.6
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Case closed
Our verdict
Other
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Hi
I can't withdraw my winnings!
They want me to have the receipt of the deposit
-Name dealer
-Date
-Amount
-Name account holder
-Purpose of use
Unfortunately, my name is not on the receipt for the payment, only my IBAN
I always get the following as an answer
Kontoauszug.jpg not approved for the following reason: Please, upload a detailed screenshot/PDF statement of your deposit made on October 12, 2022 01:36:38 per UTC Your name, IBAN, the date, the amount of your deposit, the transaction data and merchant's name should be visible on one screenshot/document.
My name is not on any of my payment receipts that I can access online !!
Attached is a picture of the payment receipt
That's all I have as proof of payment
Hope you can help me ,
Kind regards
Thorsten
Automatic translation:
Public
Public
2 years ago
Dear ikono,
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, the casino is just trying to verify that the deposit method belongs to you and you didn't deposit with someone else's payment method.
Have you tried to explain the situation to the casino? Have you provided any other documents to verify your identity?
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,
Kristina
Public
Public
2 years ago
Translation
Hi
it's done, I gambled away the money....
KYC is also OK and important......
However, KYC only becomes an important and essential process when it comes to payments
depositing 100 times from one account is the most normal thing in the world as long as the deposit is gambled away! If a payment is to be made to the same account, then security is a top priority! Something could be wrong.....well, it doesn't matter
I have tried to explain this several times
that my name is not on my receipts/account statements
it was always the same answer
Kontoauszug.jpg not approved for the following reason: Please, upload a detailed screenshot/PDF statement of your deposit made on October 12, 2022 01:36:38 per UTC Your name, IBAN, the date, the amount of your deposit, the transaction data and merchant's name should be visible on one screenshot/document.
I didn't make any deposit at the specified time, but that probably has something to do with the time difference (time in Germany was 03:36:38). Hopefully they know that too!!
I told them they should have my information
account owner
IBAN
name of the bank
I made for the payout compare with the receipt/account statement of my deposit !! Then you can see that it is the same account because of the IBAN
Answer was always the same
Best regards Thorsten
Automatic translation:
Public
Public
2 years ago
Thank you for your reply, ikono. Sadly, since you have played/lost your winnings, I’m afraid, there is not much we can do for you. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings. We would really like to help, but it is impossible this time.
Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
