LuckyDreams Casino - プレイヤーの撤退は遅れています。

I made 28K winnings, withdraw them, lucky dreams casino informed me it will be processed via bank transfer on 3 payments, first payment was on the 25th of Feb, second payment was on the 28th and last payment was processed on the March 1st.

I didn’t receive anything, first they told me it takes up to 5 working days for the money to reflect to my bank account, today is the 6th working day and no nothing was received, I contacted them again and now they say it can take up to 10 working days! My account manager also promised to share the payment confirmation and all necessary details if I didn’t receive the money by the 5th working day. Now I don’t get any feedback!

Dear Omar,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.

Best regards,

Kristina

Dear Cristina,

Lucky Dreams Casino processed my withdrawals on 25 Feb, nothing received by my bank and I am getting all sorts of excuses from the casino. I can share a screen shot of the casino page stating when the withdrawals were processed. Beside the 28K I have 99K winnings in the account waiting to be processed as well…

Thank you for your reply, Omar. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Additionally, please forward all the relevant communication between you and the casino together with any other supporting evidence to kristina.s@casino.guru, or alternatively, post it here.

Hi Kristina, my account is verified since the 24th of Feb. I will forward to your email my follow up emails and other evidence.

Appreciate your help.

Best regards

Omar

Thank you very much Omar for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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 Omar,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite LuckyDreams Casino to join the conversation and to aid in the resolution of this complaint.

LuckyDreams Casino, can provide some insight into the situation with the player's withdrawals?

Hello Omar,

The casino has made contact and stated that they have fixed the problem. Have you now received some payment?

Kind regards,

Adam

Hi Adam,

Yes, it’s all good now and I would like to thank you, my account manager Mark and the casino.

Mark was always on top of things, updating me and provided wonderful assisstance till I received the money.

Lucky Dreams Casino is definitely trustworthy and they have honored every promise. Not to mention the great collection of games and service they provide.

The VIP service in particular is top notch, I touched how seriously they take players’ issues and how they work relentlessly on solving them.

Lucky Dreams is the place to be.

Cheers

Hi Adam,

This issue now resolved.

Thanks

Omar

Hello Omar,

That's great news, I'm glad to hear that your issue has been resolved. I will now mark the complaint as 'resolved' in our system.

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Adam