LuckyDreams Casino - Player’s withdrawal has been delayed.

I make account on this casino and I played. I put in 12000NOK ( 2000NOK plus 3000NOK plus 7000NOK) and I won 85160NOK. I verified my account succesfully. I didn't played with any bonus. I Just played with my real clear money and I won. I make 3 withdraws 40000NOK, 30000NOK and 15160NOK to my bank account ( the same bank from witch I put my money in the casino). They cancelled all of my withdrawals and they told to me that I need to make withdraw to another bank account or on crypto wallet, becouse they can not pay money to me on me becouse of my bank privaty politi. I do that becouse I have crypto wallet and second bank account. I make withdraws again and they cancelled again my withdraw and now they don' answer on my messages. They leve one withdraw on pending and they told to me that they sent money to me but it is still pending becouse on my bank. What to do ? This is Just not ok. I have pictures as a proff. I won clearly the money and now I can not pay put my win. This is case for the police, I am realy angry. Can you help to me to rečenice my money ? Thank you.

Dear Steko90,

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 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 by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thank you. I Just want to receive my money becouse I played clear, and I won money clear without any bonus, here is the proff that I didn't take any bonus. This is embarasing for me and I am very angry. I Just want my money.

And they sent to me that my account is verified succesfully, now they Just don't want to pay my money to me. Help me with this.

Email from casino that my account is verified. They just cancel any withdraw of me and bank money to casino account and always find same stupid reason. So please, help me with this. Thank you.

And customer service just stop to answer on my questions.

Thank you for your reply, Steko90. Do I understand correctly that this was your first withdrawal attempt? Do you currently have any pending withdrawals? If possible, please post here a screenshot of your withdrawal history.

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear Steko90,

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.

Hi, yes this was first withdrawal on this casino. My account is verified succesfuly. My 2 withdrawals are from 07.11.2022. One is 40 000NOK and second one is 30 000NOK. I won the money almost one month ago, and then I wait almost 10 days until I saw that my withdrawals are accepted on 07.11.2022. So, my withdrawals are accepted almost 25 days ago, bit until today, I didn't received any money on my account. I sent to you email with statement and proof.

Thank you very much Steko90 for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello, Steko90,

I am sorry to hear that your withdrawals have been delayed. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite LuckyDreams Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear LuckyDreams Casino Team,

Could you please state the reason why the player's withdrawals have not been completely processed yet, and what is the estimated time frame for processing the payments? What should the player do to successfully withdraw his winnings?

Thank you in advance for providing the information.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Steko90,

I tried to contact the casino repeatedly but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao), and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait a long time for an answer.

In case of any questions, feel free to contact me at branislav.b@casino.guru.

I wish I could be of more help.

Best regards,

Branislav, Casino.Guru

Greetings all,

Based on the update received from the casino representative, the complaint was reopened.

We were provided with the following information:

• The player had issues with withdrawal due to the internal policy of his bank - it would not allow payments from the casino
• Later, the player managed to request a withdrawal via another bank account, and the cashouts were processed successfully on the casino's side
• The player claimed that the winnings were not credited, so the casino started the investigation and provided him with payment confirmation documents that he should have shown to his bank to track the transactions
• After that, the communication from the player's side stopped, so the casino assumed that he received his funds after all

Dear Steko90,

Can you please provide us with an update on your issue? Has your problem been solved?

Looking forward to hearing from you.

I didn't sold problem. I didn't received this money yet.

Alright, Steko90, thank you for the update.

Can you please confirm you received the payment confirmations with the details from the casino and that you discussed it with your payment method provider? If yes, what were the results of its investigation?

Could you provide me with complete communication between you and your bank regarding these payments?

Feel free to use my email (branislav.b@casino.guru).

I write to casino. I sent to them my bank statement. I write to my bank too. I have all transactions in my bank statement and I didn't received the money. They could saw on my statement that I didn't received that money. So, I am tired anymore of this writing and explanations, 100 times the same. Thanks.

Dear Steko90,

Could you please contact your bank and provide it with all the data and details you received from the casino (payment confirmation documents), and share with me the results of its investigation?

Did the casino write you back after providing it with the mentioned bank statement? If yes, what information did you receive from the casino?

I contacted my bank and I told you, I didn't received nothing from casino, I didn't received money ! I write the same every time. I don't know what I can ro or say anymore. In my bank statement everything is visible and clear: "I DIDN'T RECEIVED MONEY!"! On this way we can write 10 years!

Dear Steko90,

Yes, it will take much longer if you fail to cooperate and provide me with the required details and information. It is very nice that you contacted your bank, but until now, we have been provided with only a bank statement from November 2022, which is irrelevant due to the update received from the casino - there was allegedly a new withdrawal issued to another payment method, for which we still do not have any further details. In addition, the provided statement from November 2022 looks a bit suspicious, where the main signs of official documents are missing completely. So, for now, we are talking about only your claims against the casino's claims, without any supporting evidence.

We try to help players in resolving their issues, but we also require cooperation and data/documents from them if it is needed to review cases sufficiently on our side. I have asked you several times for details and data, and you have not sent me anything.

So, again, to further proceed with your issue, and for the last time - "could you please contact your bank and provide it with all the data and details you received from the casino (payment confirmation documents), and share with me the results of the investigation?"

I mean all the communication between you and your bank/payment method provider, as well as their confirmation of the received or unsuccessful payment(s). There should have been a new withdrawal made to another payment method, and therefore, we need to see all the details and evidence.

Please note if you are not able and willing to cooperate in resolving your issue and provide me with the necessary details, I am afraid we will be forced to think about complaint rejection.

Thank you for understanding. Looking forward to hearing from you.

Dear Steko90,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, consideration of the request will depend on the provided data and details.

Best regards,

Branislav, Casino.Guru