The player from Germany, despite having had a verified account, experienced delayed withdrawals totaling €4,800 from LuckyDreams Casino. The casino cited technical errors and bank problems, and despite daily contact with customer support, the issue remained unresolved. After the player's complaint was transferred to a member of our team, we invited a representative from LuckyDreams Casino to join the conversation. The player reported that her withdrawals were initially cancelled, but after re-uploading necessary documents and making another withdrawal request, she received her funds. We had marked the complaint as 'resolved' in our system.
LuckyDreams Casino - Player's withdrawals delayed at LuckyDreams Casino.
Amount: €4,800
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
7 months ago
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7 months ago
Translation
I've been playing at LuckyDreams Casino for several months now
my account is verified
my last withdrawal arrived on April 10th without any complications.
then, I made a withdrawal of €1000 on April 17th, 2024
followed by another withdrawal of €3000 on April 22nd, 2024
and yet another one of €800 on April 27th
I've been contacting the Support daily and they keep telling me different things
technical errors, problems with the bank
or thate the money has been sent out but my bank is withholding it
all 3 withdrawals are still "in progress"
I was ignored all day yesterday
I was in Support for 6 hours, then finally someone told me I need to be patient
please help me
Automatic translation:
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7 months ago
Dear Sternchen-123,
Thank you for submitting your complaint. I'm sorry to hear about the issue you're facing.
To better assist you, could you please provide the following information:
- Was your account successfully verified already?
- Was this your first withdrawal attempt at this casino?
- Did you accumulate your winnings with or without an active bonus?
- Which payment method did you choose to withdraw your winnings?
- If there's any relevant communication, please forward it to petronela.k@casino.guru.
It's common for withdrawals to take some time to process, often ranging from a few days to a couple of weeks. Therefore, we recommend waiting at least 14 days after requesting a withdrawal before submitting a complaint. Assuming you've successfully completed the KYC verification and had your withdrawal approved, it's likely just a matter of time before you receive your funds.
We appreciate your cooperation and look forward to resolving this issue for you. Thank you in advance for your reply.
Best regards,
Petronela
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7 months ago
Translation
Hello
my account is already verified
I pay by bank transfer
and that was without bonus
I also had a payout on 10.04, which worked without any problems
My money was there in 2-3 days
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7 months ago
Hallo
gestern hab ich antworten auf mein email bekommen:
"
Thank you for contacting us in regards to your cashouts!
As we have checked, your cashouts are still pending on the payment provider's side. We are very sorry for the delay, you will for sure receive your funds soon. Our team is dedicatedly working on resolving this situation.
Sorry for not providing any exact time frames, but we garantee that it won't be long and we also garantee that you will receive your funds.
Should you have any questions or doubts, please do not hesitate to contact us via email support@luckydreams.com or via chat."
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7 months ago
Thank you very much, Sternchen-123, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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 in the near future.
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7 months ago
Dear Sternchen-123,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite LuckyDreams Casino representative to join this conversation.
Dear LuckyDreams Casino,
Could you please provide clarification regarding this case?
Thank you in advance,
Mirka
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7 months ago
Translation
Hello
today all my withdrawals would be cancelled
I asked why
this is what I got from answers:
this is the same account that I paid out a month ago
Nevertheless, I uploaded everything again
after that I paid out again
Let's see how long it takes
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7 months ago
Translation
Hello
I just wanted to say that everything went well and I got my money today
thank you very much ☺️
Automatic translation:
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7 months ago
Dear Sternchen-123,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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,
Mirka
Casino.Guru
