Complaint #14 Lucky Dreams Casino

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

By Luke T.

4 years ago

I have spoken with support numerous times and asked for my account to be closed due to my having a gambling problem. I was told they couldn’t do that and that their manager would contact me to close my account. This is at least 3-4 months ago I asked. I have asked at least 3-4 times and gotten the same answer. I contacted them again today to close my account again and was told I must email them to have it closed. In the previous times, I was never told this. I’ve never had this issue with any other casino and as soon as I’ve asked for my account to be closed because I have a gambling problem they have instantly. I have screenshots of the last time I asked for my account to be deleted.

Disputed Casino Lucky Dreams Casino

Reason Other

Amount $3250

Discussion

louieluke

• Victoria

4 years ago

I don’t understand how it’s unjustified as it clearly states that they weren’t able to close my account when I told them I had a problem.

louieluke

• Victoria

4 years ago

They were the only screen shots that I had taken regarding this issue.

Lucky Dreams Casino Complaint Stats

Resolved 14 / 19

Avg. Amount $6,458

Avg. Complaint Duration 4 days

Avg. Response Time 2 days

Lucky Dreams Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 9 out of 12 complaints in this category have been resolved.

This operator's average complaint duration is 4 days, while the average duration across all operators is 8 days.

Lucky Dreams Casino Complaints

See all complaints for this casino

Withdrawal still pending after 3 days

I requested three separate withdrawals (since the maximum is $6000 per day).

After 3 days, it is still sitting in pending, and I've had no communication from the support team.

Today, support told me that it's still going through necessary security checks before they will release the funds. No other explanation.

Feels like the casino is stalling.

Very frustrating.

Unresolved

$5,000

Lucky Dreams Delayed Withdrawal After Successful Account Verification

I am submitting this complaint regarding an unresolved withdrawal delay with Lucky Dreams.

On 24/07/2026, I requested a withdrawal from my Lucky Dreams account. My account verification process was completed successfully on 25/07/2026, and all required procedures from my side have been fulfilled.

Despite this, my withdrawal request remains pending with no clear explanation or specific timeline for completion.

I have contacted Lucky Dreams customer support multiple times regarding this matter. However, I continue to receive the same general response that my withdrawal is still under review, without any additional details, reason for the delay, or estimated processing time.

The situation has now exceeded what would be considered a reasonable processing period, especially considering that:

* My account has already been verified.
* No additional documents or actions have been requested from my side.
* The withdrawal status remains unchanged.
* Customer support has not provided a clear resolution or timeframe.

I believe customers should receive transparent communication and timely processing of legitimate withdrawals. The repeated delays and lack of a clear explanation have caused unnecessary concern and frustration.

I kindly request assistance in reviewing this case and contacting Lucky Dreams to provide a clear explanation for the delay and ensure that my withdrawal is processed without further unnecessary waiting.

Attached evidence:

* Screenshot showing the withdrawal status as pending.
* Verification confirmation/proof.
* Screenshots of my communication with customer support showing repeated responses without a clear resolution.

I appreciate your assistance in resolving this matter and look forward to a fair and prompt outcome.

Unresolved

$3,943

Fully verified withdrawal delayed 7 days

Hi , I am fully verified, withdrawal stuck 7 days, no live chat support.

I’ve been fully verified with all documents approved. I requested a withdrawal 7 days ago and it’s still showing as “pending”.

I’ve tried using live chat multiple times to ask what’s going on — I’ve waited 18 hours on hold twice, and still haven’t managed to actually speak to anyone who can help or give me a reason for the delay.

This lack of communication and slow processing is really disappointing. Players deserve to know what’s happening with their funds.

Unresolved

$4,000

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.

Resolved

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