Complaint #19 Lucky Dreams Casino

Declines withdrawal and wipes my balance

By Igor B.

2 years ago

Message on forum

So on the 7th of September I made a deposit at LuckyDreams to use a bonus and managed to wager it and wanted to withdraw 230€. Since the withdrawal has not arrived by yesterday, I had a weird feeling so I checked my transaction history and saw that the withdrawal has been cancelled, without be getting any notification about it. No reason at all whatsoever.

I already am fully verified, my payment method is verified and I didn't break any ToCs while wagering the bonus. So where did my balance go I asked myself, if a withdrawal is cancelled it is normally added back to your balance.

Now here comes something that dissappoints me from the bottom of my heart. After talking to Live Chat, they told me that my withdrawal has been cancelled on 8th of September, without any reasoning. Now comes the part that makes me really angry and which is not customer friendly. They cancelled the withdrawal, while I was playing with a new deposit bonus I've made on the 8th of September. So according to Live Chat the cancelled withdrawal went into my bonus money, making me basically whipe the balance, because I could not wager the bonus. But I did not receive any information, that this has been done in first place, as already stated no notification has been given why and when the withdrawal was cancelled.

I have the feeling that this has been done on purpose and I find this extremely customer unfriendly, because LuckyDreams is now acting as if I'm the one who's fault. But I am not. I have been robbed 230€ and I wouldn't have made a deposit on the 8th of September, if I would've known, that LuckyDreams would pull off this.

As you did not notify me about the withdrawal being cancelled and simply added it to my bonus balance, while I was actively playing and wagering, you either should pay out my winnings, as I'm fully verified and have made a successfull withdrawal before, or refund me my deposits of 7th & 8th September, because my money was basically stolen, on purpose or not.

I provided screenshots, that I've made a successful withdrawal before and that I've been playing on bonus on the 8th of September. Again, withdrawal was cancelled without an email notification or anything else. I really was looking forward to receive my winnings and you basically made me whipe them, by handling the way you did. If this does not get resolved properly I'm not planning on continuing to play on LuckyDreams or any other sister casinos, because that's not the way I expected you to act out on me.

Disputed Casino Lucky Dreams Casino

Reason Refund declined

Amount €230

Discussion

AskGamblers

• Support Team

2 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

iBashkin

• Niedersachsen • 9 reviews

2 years ago

I have to say hats off to you LuckyDreams Support, I'm glad that you have found a solution in favor of your customer and will surely continue being a member of your Casino in the future.

Errors can happen and I'm glad that you didn't ignore my request but did the best in order to satisfy your customer, that's how I expect a good casino to work.

Complaint has been resolved and can be closed.

Lucky Dreams Casino

• Representative

2 years ago

Dear IBASHKIN,

We hope this message finds you well. We would like to address the concerns you raised regarding your recent withdrawal request and the subsequent cancellation. We apologize for any inconvenience caused and appreciate your patience while we investigated this matter.

Upon reviewing your account, we found that you requested a withdrawal of 230.54 EUR on 2023-09-07 at 17:26:50 (UTC). However, the withdrawal was subsequently canceled on 2023-09-08 at 18:24:43 (UTC) due to a verification document not being provided. Furthermore, we understand that you did not receive an automated email explaining the cancellation reason, as the email that was meant to be sent to you was not sent correctly and therefore didn't reach you at all. As a result, the communication regarding the cancellation was not sent as intended. We deeply regret this oversight on our part, and we take full responsibility for the inconvenience caused.

Regarding your concern about the funds being returned to your balance without notification, we understand the confusion this may have caused. We acknowledge that the returned funds were not clearly identified as your previous winnings, leading you to believe they could have been an additional bonus. We sincerely apologize for any misunderstanding and the subsequent loss or use of those funds.
In light of these circumstances, we are committed to resolving this issue to your satisfaction. As a gesture of goodwill, we will return the amount of 230.54 EUR to your balance. This will ensure that you receive the funds you rightfully won and intended to withdraw.

Please be assured that we take your feedback seriously and have taken the necessary steps to prevent similar issues from occurring in the future. We appreciate your understanding and cooperation during this process.
If you have any further questions or require any additional assistance, please do not hesitate to reach out to our customer support team. We are here to help and ensure your experience with our casino is positive and enjoyable.
Thank you for bringing this matter to our attention. We value your continued support as a player at our casino.

Best regards,
LuckyDreams Team

iBashkin

• Niedersachsen • 9 reviews

2 years ago

I've received a reply from the support via. Mail, stating that I was required to verify my deposit made on the 1st of September 2023. I see no relevance, as my withdrawal method was the same I already used successfully before, shown in the screenshots and the winnings came from my deposit on the 7th of September, where the deposit was made by Giropay clearly.

Apart from that, there still was no feedback from LuckyDreams Side as to why the withdrawal was cancelled in first place. I only received the feedback after asking two days ago. Very weird, as normally I never had any negative experience with N1 Group.

Lucky Dreams Casino Complaint Stats

Resolved 13 / 15

Avg. Amount $7,313

Avg. Complaint Duration 4 days

Avg. Response Time 2 days

Lucky Dreams Casino Complaints

See all complaints for this casino

Unnecessary delays

I’ve had my account for about 3 years. Fully verified. I’ve Only ever used one card and bank account for deposits and withdrawals.

I’ve made maybe 2 or 3 withdrawals over the years and they’ve always cleared into my account within 3 days.

I withdrew R1000 on 4 June. It was in a pending state for a few hours then my account showed the withdrawal was approved. Chat agents confirmed it was processed and paid to my bank and I should allow 1-6 days business for it to clear.

It’s has now been two weeks and my withdrawal has disappeared without a trace

LD chat support is incredibly disappointing. On average you will wait 3 to 5 hrs for a response. I have checked in every day this week. Quite possibly the most painful online casino chat support I’ve encountered. I NEVER get to interact live with the agents. I give up after hours and usually just pick up a message left for me. No email assistance.

The chat agents insist it was paid -but won’t provide me with proof.
They requested a bank statement and I obliged immediately and sent through the proof from my account indicating NO FUNDS WERE RECEIVED.
MY ticket number for the case is Ticket ID: 1238460

I’m tired of wasting countless hours trying to get some suitable assistance from the casino chat support. I would like my winnings please.
It’s 2026, bank to bank transfers DO NOT take three weeks.

54h left

R1,000

I have Withheld Winnings

Dear AskGamblers Team,

I am submitting a complaint regarding my experience with Lucky Dream.

I initially joined using a 50% bonus code and lost the full deposit along with the bonus. I then used a 100% bonus code and again lost the entire amount. Finally, I used a 200% bonus code — and this is where the issue began.

I managed to win a total of $20,000. After a waiting period of 3 weeks, the platform processed partial payments as follows: $4,000 in the first week, $4,000 in the second week, and $2,000 in the third week. This totals $10,000, meaning that the remaining $10,000 has been withheld.

The platform claims that I violated their terms. However:

- If I violated rules, why was I allowed to continue playing?

- Why was there a wagering requirement of x40 with a strict max bet of $5?

- Why was part of my winnings approved and paid, but not the rest?

This inconsistency clearly indicates an issue in how my case was handled.

I relied on receiving the full amount and was planning to use it to settle financial obligations, including personal debt. Withholding half the winnings after partial payment is unfair and has caused me serious financial stress.

I respectfully request your assistance in recovering my remaining $10,000. I trust your platform as one of the strongest and most effective in protecting players’ rights and resolving disputes fairly.

I have attached all supporting evidence, including transaction history and communication.

Please contact me at:

Thank you for your support.

Sincerely,

Abdullah

Unresolved

$10,000

Worst online casino experience

I made 5 deposits at this casino and had a small win (approximately $420) on the fifth deposit. When attempting to cashout those winnings everything changed. Reps on chat gave generic feedback and would leave the chat before resolving the issue. I then received the following via email:

“Dear < name removed >,

Your account has been closed and we will refund your deposit amount. But in order to do so, we would like to ask you to provide us the crypto wallet address and specify the currency of it.

Should you have any questions or doubts, please do not hesitate to contact us via email [email protected] or via chat.

Best regards,

LuckyDreams Team”

That email came 9 days ago and I have responded 8 times with the requested information without a single response. All I am seeking is for them to make good on the promise they laid out in the email and we can part ways permanently once I receive the proper refund.

Resolved

$375

Missing fund 60 EUR

Please I deposited 60e on Lucky Dream Casino is more than 3 weeks I never received my funds.

I have sent them the screenshot and they keep telling me to wait I have sent my bank details to them, but they still not responding

Please help me get my money back please my bank told me Lucky Dream Casino has my money.

Please help me. And their chat agent always tells me to wait.

Now is 3 weeks, please help me.

Thanks my pleasure <full name removed>

Resolved

€60

Deposit not arrived more than 15 days

Dear Askgambler Team,

I would like to highlight you the incident that occurred on luckydreams casino. I made a successful deposit of 2500 INR on 23/06/2024 using UPI payment type. My transaction is successful and same is confirmed by the bank as well. My transaction did not arrive in my casino account. After contacting support team, I was told by support team that transaction is failed and wait for a refund up to 7 working days. It's been more than 15 days neither still my deposit is still credited in my casino account nor I received refund. Support team is not responding to my emails. Live chat agent is always asking for a bank statement and ask to wait. Please help me to get my refund of successful deposit.

Resolved

₹2,500

Lucky Dreams stalling cash 3350 cash out

I requested a cashout of 3350€ 1.5.24 and it’s still pending. Whenever I ask for a update on live chat they just send me the same automated messages. I have verified my account and provided all documents they asked for. I've done the 3x rollover as well.

Today I waited for the same message for 30+ minutes.

Resolved

€3,350

I've been waiting more than 96h for my money

Hello,

I‘ve been waiting more than 96 hours for my payment, first one was without bonus and second one was with bonus (20€ -> 3285€)

Unfortunately, the CS always tells me the same thing (look at the screenshots).

In their terms & conditions and customer support it is stated that withdrawal requests will be processed within 24 hours. My 2 withdrawal requests are now taking 4x more than that.

Resolved

Payouts keep getting canceled

Hi,

I've done a deposit with a prepaid credit card, not a usual credit card from a bank. I won, but my withdrawal request about 1000€ keeps getting declined. They say I have to choose bank transfer, but it's not possible due to restrictions in my country. Additional I don't have an bank account at the moment. I've asked them to do the withdrawal with bitcoin like last time but the say that I have to contact them by mail, but I don't get an answer from them.

In addition, I have to comply with the legal regulations in Germany and any transactions relating to gambling with an bank account are prohibited here and getting canceled from the side of the bank. So I don't know how to solve the problem.

Resolved

€1,000

Not processing withdrawal within time frame

Again these people are past the time for processing withdrawls. Every time I ask them why is it not processed on time, it's the same copied answer from a bot "It takes time".

I am sure they will process it eventually as I have received withdrawls from this site, but is it ok that they process withdrawls much later than their rules state?

My first withdrawal (of 5) of $6000.00 was requested on December 23rd at 2:50 pm my time. It is now Dec. 25th at 7:10 my time and still nothing.

Is this ok they delay withdrawls like this all the time? It's not because it's Christmas, they do this every time.

Resolved

$30,000

Lucky Dreams Casino - Payment not received 13 business days

Payment of $8k not received even after 13 business days. Following steps taken
1) Informed the support and the vip handling staff.
2) The most unprofessional thing was, the first step lucky dreams took was to ask for my bank statement without checking internally at their processes to figure out what the issue was.
3) After one week Lucky dreams provided an internal transfer advise and asked me to check with my bank, upon checking with my bank, I was told lucky dreams just provided an internal transfer advise and my bank has asked for the SWIFT copies of the transactions to track and trace, through internal transfer advise international transfers cannot be tracked or traced.
4) Once I informed Lucky dreams and asked for SWIFT copies, the next thing I was told by Lucky dreams was to provide an email from my bank saying the deposits weren't credited. ( once again Lucky dreams transfer the accountability again on customer's shoulder's without checking their payment records with remitting bank.) I was also told without the email, my issue would not be escalated any further, mind you this after providing latest bank statements.
5) The moment I asked for SWIFT Copies I was pushed to support to ask for the SWIFT copies.
6) I also provided an email from my bank that clearly states my bank needs SWIFT copies to track and trace international transfers.

It has been 13 days this is still unresolved and 3 days, I am still waiting to hear back from support for the SWIFT copies. The entire customer support is very uncoordinated and it is as if I have prove I haven't received the money, instead of lucky dreams through their payment office, remitting bank check it themselves.

Resolved

$8,000