Complaint #20
Lucky Dreams Casino
Lucky Dreams Casino - Payment not received 13 business days
2 years ago
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.
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.
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