LuckyDreams Casino - Player’s withdrawal has been suspended.

2 days ago I started to play in LuckyDreams.com and did two deposits. 1000 euro and 4200 euro.

I have won 7600 euro and now proceeder takes time and I got messages from support that my deposit was too big compare to my wages. (2000 euro month).

they are asking me to provide other income but I have no other income. I have my job and savings. Now they told me that they passed this case to the manager. Please help me. Unfortunatelly I read some review later that this casino is not really fair.

what they can do ? Close my account and refund me the money ?

thank you for the help

Dear Tomáš,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that the requested information is necessary for the casino to make sure that your funds have been obtained legally and you have enough funds to participate in the betting. AML (Anti-Money Laundering) Regulations for Gaming and Gambling Industry are usually set by the Licensing Authority and all the licensed casinos have to comply and follow these policies. It seems that the casino has a strict verification process, but it's not unusual.

That’s why we advise players to fully cooperate with casinos and provide all the required documents as soon as possible.

Please let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.

Best regards,

Petronela

At the moment Im dealing with them. I dont have any source of income, To be honest I had my mortage and 2 loans for building the house and was taking some money from there as well.

I would be happy if they refund my deposit because this is stressing me out.

Thank you very much, Tomáš, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Tomáš,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite LuckyDreams Casino to the conversation to participate in the resolution of this complaint.

Peter thanks for the activity, unfortunately I lost the money. I apologize for the complications I caused you!

But the casino is catastrophic, unresponsive, responds to emails after 3 days and nothing is of interest.

Dear Tomas, 

Thank you for contacting us in regard to your verification. 

Before processing any withdrawal, we need to make sure that our customers' accounts are fully verified.  

This process includes the verification of the deposit methods used to fund the accounts. 

As you may know, LuckyDreams casino operates under a Curaçao license, meaning we need to comply with a KYC verification of our players. 

This process, usually takes a few hours, however, due to workload and specific circumstances it can take longer. 

In regard to your case, an additional verification was requested due to the large amount deposited. 

We are very sorry that the verification time has been delayed, however, we assure you that we have done our best to complete the verification as soon as possible.

In regard to your refunds request, we regret to inform that it cannot be taken on board. The funds have been legitimately played, hence there is no room for any refunds.

Should you have any questions, please, do not hesitate to contact us. 

Best Regards, 

LuckyDreams Casino Team

Lucky Dreams, It was 3 days and you didnt verife anything.

what is weird on the fact when someone deposit 2x of their salary? I provide you with my last 3 month bank account where you could see my salary and everything.

im 34 years old and imagine people have also some savings in this age.

Then you kept me waiting and keep saying you have to double check and keep sending me emails "provide other proof of income" . Ive read many complains from other players they had the same issue with you…you just put them on hold and wait. Thats your way of threatment you give to customers. Unfortunatelly I read this too late.

Hi all,

Thank you for your replies.

Dear Tomáš,

Since you played your balance down, I'm afraid, there's nothing we could do now and we will have to reject your complaint. I completely understand your frustration, however, these proof of income checks aren't unusual and sometimes are a part of the KYC. Unfortunately, in some cases, they took longer than expected and cause unnecessary trouble. I wish I could be of more help.

Best regards,

Peter