LuckyDreams Casino - プレーヤーがアカウントの確認を完了するのに苦労しています。

The casino requires a deposit slip dated 10/23/22 for verification

I have already informed them that the account has been closed since 10/04/22 due to relocation. I have already sent you the conclusion. I have made 7deposits of over €100 since November 2022. I can't get an explanation why it has to be an account to issue from a closed account even though multiple deposits have been made from the new one

Das Casino verlangt zur Verfiezierung einen Einzahlungsbeleg vom 23.10.22

Ich habe sie bereits informiert, dass das Konto seit 04.10.22 wegen Umzug geschlossen wurde. Der Abschluss habe ich Ihnen bereits zukommen lassen. Ich habe seit November 2022 7Einzahlungen über mehrere 100 € getätigt. Ich bekomme keine Erklärung warum es ein Konto auszugeben von einem geschlossen Konto sein muss obwohl mehrfach von demneuwn eingezahlt wurde

Dear Artep55,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I submitted all documents

Ich habe alle Dokumente eingereicht

Thank you very much, Artep55, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello Artep55,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite LuckyDreams Casino to join the conversation.

Dear LuckyDreams Casino,

Can you please provide more information on why are you asking the player to verify an account that is already closed a long time ago and about which you have been informed that is closed?

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.

If you close the case as unsolved, can they keep my winnings?

Because the 750 € are not ready to play

Wenn due den Fall als ungelöst schließen, dürfen die meinen Gewinn dann behalten?

Denn die 750 € stehen ja auch nicht um abspielen bereit

Dear Artep55,

I understand your frustration. Unfortunately, we can't force the casino to cooperate. This is solely up to the casino if they are willing to help their customers. I have contacted all the contacts we have for LuckyDreams Casino, so I hope they will respond to me soon.

Dear Artep55,

I managed to get in touch with LuckyDreams Casino representative and I have asked them to look into your case and provide more information to clarify the situation. 

They should respond to me soon and probably will send an email to you as well.

Thank you 👍

Dankeschön 👍

Hello Petra,

Thanks for taking the time to review our casino.

We are sorry to hear you’re not happy about our verification process.

Whilst we can appreciate that the verification process might be perceived as a hassle,

this is in place to protect both our customers and ourselves.

We're proud of the security procedures we have in place as they guarantee a risk-free environment.

We have to verify all the payment methods used to fund the casino accounts.

We fully understand the overall situation, however in order to verify your casino account we still need proof of the ownership of the bank account you deposited from.

You can easily get that, by requesting it from your old bank. As soon as it's provided, we'll be glad to release your withdrawal.

We apologize for any inconvenience that this process might have caused you, and we wish to thank you for your cooperation in advance.

Should you have any questions or doubts, please do not hesitate to contact us via email support@luckydreams.com or via live-chat.

Best regards,

LuckyDreams Team

Dear Artep55,

Are you able to provide the requested document or were you able to get in touch with the casino's support directly as suggested by the casino representative to arrange potential other options?

I sent the account statement to the support right at the beginning of the process and informed them that I no longer have an account statement. The bank statement shows that it was my account and that it was closed. I see it as harassment that this is not recognised. How can I send you the bank statement?

Ich habe dem Support bereits gleich zu Anfanhden Abschluss Kontoauszug zugeschickt und Ihnen mitgeteilt, dass ich keinen Kontoauszug mehr besitze. Auf dem Kontoauszug ist es ersichtlich, das es mein Konto war und das es geschlossen wurde. Ich empfinde es als Schickane, dass das nicht anerkannt wird. Wie ksnn ich Ihnen den Kontoauszug zukommen lassen?

Dear Petra,

We would like to extend our previous answer and hope that it will satisfy both sides.

As we mentioned, we have to verify every payment method used prior to a withdrawal due to security reasons.

We fully understand that it may be seen as an extra-strict requirement in your exact situation. 

We're eager to positively resolve your request and therefore, also taking into account the time passed since your deposits were made, we can waive the bank statement required for your old bank account as a one-off goodwill gesture.

Nevertheless, we want to make sure that you are fully aware of our verification requirements and will provide additional KYC documents we might need to request in the future.

Thank you in advance for your cooperation.

Should you have any questions or doubts, please do not hesitate to contact us via email support@luckydreams.com or via live-chat.

Best regards,

LuckyDreams Team

Thank you for the response, LuckyDreams Team. I'm glad we can skip this rather unnecessary hurdle.

Dear Artep55,

It appears that your verification can be finished successfully now, as long as all other documents required by the casino have been provided by you. Once the verification finishes, your withdrawal should be processed smoothly. Please let me know once that is done or if you require any further assistance.

How may I understand that? Are you now ready to pay out the €750 from Kolanz?

Wie darf ich das verstehen? Sind sie jetzt bereit die 750 € auszuzahlen aus Kolanz?

Dear Artep55,

Usually, the casino sends an email notification when the verification process is finished successfully. Did you receive any? Once the verification finishes, your withdrawal should be processed smoothly, but I would wait for a reply from the casino to confirm this.

As far as I know, the verification was complete. It was only about this Nachwries about 09/23/22. And then came the answer that they accommodatingly acknowledge it

Soweit ich weiß war fie Verfiezierung abgeschlossen. Es ging ja nur um diesen Nachwries um den 23.09.22. Und da kam ja die Antwort, dass sie es kulanter Weise anerkennen

Dear Petra,

Your account is fully verified at this stage. You should also receive a direct email from our Casino confirming this.

Although we won't be able to process your previously requested withdrawal, as you've already played your funds, we'll be more than glad to consider your next withdrawal order in case of new winnings.

We hope for your understanding and wish you the best of luck.

Should you have any questions or doubts, please do not hesitate to contact us via email support@luckydreams.com or via live-chat.

Best regards,

LuckyDreams Team

I didn't get the money. They refused the payment. This can also be seen below in the transactions

Ich habe das Geld nicht bekommen. Die haben die Auszahlung abgelehnt . Das ist auch unten drn Transaktionen ersichtlich

Thank you for the response, LuckyDreams Team.

Dear Artep55,

The withdrawal/payment was first "put on hold" until the verification process finishes, this is a standard procedure. The players usually have 2 options in this case. The first option is to just wait until the process finishes and then submit a withdrawal request (don't use the money for playing). The second option is to continue playing and maybe be lucky and win even more. As LuckyDreams Team wrote you played over the money so you most likely opted for the second option and continued playing with the money and unfortunately fairly lost them. Once the funds are lost then obviously there is no balance that can be paid out. Can you please clarify what money should be paid to you when you have fairly lost them?

As far as I can remember my win was €1000 and I played down to €750. And the payout was declined. I'm not senile but arguing about the money and played it down

But should they be blessed. I will definitely not play there again. Thank you for your efforts

Laut meiner Erinnerung war mein Gewinn bei 1000 € und ich habe bis 750 € runtergespielt. Und die Auszahlung wurde abgelehnt .Ich bin doch nicht senil streite mich wegen dem Geld und habe es runter gespielt

Aber sollen sie seelig werden. Ich werde definitiv nicht wieder dort spielen. Vielen Dank für Ihre Bemühungen

Dear Artep55,

I understand your frustration and understand that this whole situation has cost you time and nerves, but when you decided to play over your money and fairly lost it there is nothing that can be done anymore. The casino has done nothing wrong here. Yes, there was not really a valid reason to ask you to verify your old payment method, but we came to an agreement with the casino that this will be skipped so that the standard verification procedure can be finished and this was done successfully. 

If you don't feel you want to play in this casino anymore this is of course solely up to you. There are plenty of other options, but please bear in mind that the verification process is a standard procedure in almost every casino and it always takes a bit of time.

I am sorry we could not be of more help on this occasion. Anyway, It appears that the verification issue has been resolved, so no further investigation is needed in this case.

Can I consider your initial issue to be resolved?

Yes, they can close the case. Thank you for your support

Ja, sie können den Fall schließen. Danke für ihre Unterstützung

Dear Artep55,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

I would like to thank both parties for their 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,

Michal

Casino.Guru