Refuse to close my account due to me telling them I have a gambling problem

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:

<email address removed>

Thank you for your support.

Sincerely,

Abdullah

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.

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>

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.

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.

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.

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.

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.