LuckyDreams Casino - Povlačenje igrača je odloženo.

Good day.

I'm new to Lucky Dreams Casino and have been attempting to withdraw my winnings since August 19th of this year. My withdrawal requests were initially denied due to the fact that my profile was unverified. This was cleared up quickly after I was made aware of it, and all of my information was approved.

However, almost every day since my account was verified, I've had to keep requesting withdrawals and having each request rejected without any explanation as to why or what that problem is. This has been going on for two weeks and every day, I spoke with different support agents who assured me that all was under control and made me repeat the same steps with each withdrawal.

When I realized this was some kind of sterling, I asked for my withdrawal requests to be escalated, but to no avail. I even tried to request proof that payments were indeed processed as the agents claimed, but they refused to provide evidence. I've made over a dozen withdrawal requests and am beginning to suspect that I'm being taken advantage of and that Lucky Dreams Casino is not serious about paying me out.

Could you please assist me in resolving this matter? I was truly mistreated, and Lucky Dreams Casino does not care about their customers. This tarnishes the image of online gambling platforms, and your assistance in this regard will aid in restoring the broken trust.

I've included screenshots of my withdrawal attempts for your perusal.

Kind regards,

Mbuso

Hello biyelamt2,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with LuckyDreams Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

 Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Hi Nick

Thank you for responding so promptly. I really hope you will be able help me.

ACCOUNT VERIFICATION

My account was fully verified on August 20th. Verification was confirmed by an agent who was assisting with the process and checking my documentation, and the verification status on my profile was updated to reflect this.

HOW I ACCUMULATED THE WINNINGS?

First, on August 19, I deposited R300 and lost it all. On the same day, I spoke with an agent to find out why I hadn't received a bonus. He stated that the R400 minimum deposit amount was required to qualify for a bonus and that I had missed my bonus for my first deposit and could only be issued a bonus on my second, third, and fourth deposits as a result.

I then made my second deposit of R400 shortly after my conversation with the agent and received a bonus of 100% of the deposit amount, on top of which I won. As a result, all of my winnings were the result of a combination of my money and their bonus.

THE LAST TIME OF CONTACT

I just spoke with an agent via live chat a few hours ago. I contacted them four times yesterday alone. The reason for this was to try to contact different agents to see if I would receive the same feedback, and as expected, the feedback and reasons for my withdrawals being rejected were different. Some claimed that the payment had already been processed on their end and that finance was waiting for my bank to accept the payment, while others claimed that my information was incorrect. These were the same reasons I have been getting all along.

When I asked for proof that payment had been approved on their end, they said they couldn't provide it and couldn't explain why. With every request or query I've filed, they've asked for my banking information and a statement, which I provided a couple of times at first before realizing I was being played. I did this over 12 times almost every day with different agents for two full weeks, until I was either ignored or told to wait for the Casino Manager, who would contact me via email.

I understand you advise that I should wait at least 14 days for verification or withdrawal to be processed. However, with all due respect, I must disagree that your recommendation is appropriate for my context, given my recent experience with the Casino. If waiting that long was what I needed to do, I believe reasonable efforts would have been made to communicate that clearly to me. Instead, we just kept going around in circles.

I hope I've given you enough information to work with and that you'll be able to help me get my money back.

Your assistance is greatly appreciated.

Kind regards,

Mbuso

Hello biyelamt2,

I can understand that 14 days might seem a long time for a withdrawal but it is just a recommended period. The payout may arrive much faster, but also if it takes more than 14 days for some slower casinos, we usually intervene. Can you please advise if the withdrawal is still pending or if it's status changed?

Hello, Nick.

Since I responded to you, the withdrawal has been rejected more than ten times. I even tried different banking details but got the same result and the same excuses.

I hope you understand that my efforts are futile and hope that you're not expecting a different outcome from them alone.

Have you made contact them?

Hello biyelamt2,

As we have been waiting for the time frame to run out, we did not contact the casino yet. I will forward your complaint now to my colleague Natalia who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi biyelamt2,

I've just reviewed your case and fully understand your concerns. I'll try my best to help you by contacting the casino.

Dear LuckyDreams Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Can you please share more information regarding the player's issue? Can you please explain to us why the player's withdrawal requests were rejected?

I'm looking forward to a reply from you!

Kind regards,

Natalia

Dear Natalie

Thank you for your reply.

LuckyDream Casino eventually paid me. The first payment was approved on September 16th, and the last one was approved today.

They changed their method from bank transfer to crypto.

Despite the fact that I received all of my winnings, I would like to encourage them to do better the next time and provide a more efficient service. Waiting more than a month to receive my winnings was a terrifying experience, and they left me with the impression that they don't care about their customers. This shouldn't have taken so long.

Kind regards,

Mbuso

Dear biyelamt2,

thank you very much for providing this information! I'm glad that your issue got resolved, but I hope that LuckyDreams Casino will pay attention to what you pointed out in your message and will make their services better for their users.

I will now close your complaint as resolved in our system. Thank you for using our complaints resolution center. I hope you won't run into any such issues again, but please always feel free to contact us in case of any troubles with online casinos - we are here to help you!

Kind regards,

Natalia