LuckyDreams Casino - El jugador no puede retirarse.

Goodnight. I opened an account at luckydreams.com casino, near the beginning of the month of September, the account is verified.

I made some deposits and also a withdrawal at this casino, all by skrill.

For reasons I don't know, my skrill account blocked on my mobile phone, and sometimes I made one or another deposit by paysafecard.

On one of these deposits, I made 900 euros in winnings, on which I requested withdrawal, which was denied to me as the casino had no documents from my paysafecard account, and that the last deposit had been made by that method. I sent the documents, they were verified and approved, and I asked for a new withdrawal of 850 euros, by skrill, which was denied me again, and that would have to be done by bank transfer, as it had no cashout option.

I asked through livechat, because it couldn't be by skrill, as I had already made deposits and withdrawals through this method, and the agent said that the withdrawal would have to be done, respecting the method made in the last deposit, than the previous deposits by skrill they were irrelevant, the last one was that it would be valid, and since there was no cashout available through paysafecard, the only way I could withdraw the money would be by bank transfer, or not at all.

So, following this rule that I was completely unaware of and which does not exist in the terms and conditions of the casino, despite having 850 balance in the account, I made a deposit of 20 through the skrill account, placed bets worth around 200 euros, ending with balance of 800 euros, requesting again the withdrawal by skrill, as the last deposit was by skrill.

Rejected again, only by bank transfer are they allowed to withdraw the money, despite my deposits and withdrawals by skrill.

Boa noite. Abri conta no casino luckydreams.com, perto do inicio do mes de setembro, conta que esta verificada.

Fiz alguns depositos e também um levantamento neste casino, todos por skrill.

Por razões que desconheço, a minha conta skrill bloqueava no meu telemovel, e por vezes fazia um ou outro depósito por paysafecard.

Num desses depósitos, obtive ganhos de 900 euros, no qual requeri levantamento, que me foi negado visto que o casino não tinha documentos da minha conta paysafecard, e que o ultimo depósito tinha sido feito por esse método. Enviei os documentos, foram verificados e aprovados, e pedi um novo levantamento de 850 euros, por skrill, que me foi negado novamente, e que teria que ser feito por transferência bancaria, visto que o mesmo não tinha opção de cashout.

Perguntei através de livechat, porque não poderia ser por skrill, visto que ja tinha efetuado depósitos e levantamento através deste método, e o agente disse que o levantamento teria que ser feito, respeitando o método efetuado no último depósito, que os depósitos anteriores por skrill eram irrelevantes,o último é que seria válido, e visto que não havia cashout disponível através de paysafecard, a única maneira de poder levantar o dinheiro seria por transferência bancária, ou então não levantava.

Seguindo então essa regra que desconhecia por completo e que não existe nos termos e condições do casino, apesar de ter 850 de balanço na conta, fiz um depósito de 20 através da conta skrill, fiz apostas no valor de cerca de 200 euros, finalizando com saldo de 800 euros, pedindo novamente o levantamento por skrill, visto que o ultimo deposito fora por skrill.

Rejeitado novamente, so por transferência bancária é que me deixam levantar o dinheiro, apesar dos meus depósitos e levantamentos por skrill.

Hello Bufalo42,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with LuckyDreams Casino. Please allow me to ask you a few more question before we would make any further steps.

Can you please confirm that you did not use any deposit or no deposit bonus to accumulate your current balance? Could you please advise why is the bank transfer method not suitable for you and preferring Skrill?

Also please send through all your communication with the casino or any additional proof to nikolas.b@casino.guru.

Looking forward to your answer and I hope we will be able to help you resolve the issue.

Regards,

Nick

Casino.guru

Good afternoon. I would like to add that the casino does not respond to emails related to this situation.

Compliments

Victor O*******

Boa tarde. Gostaria de acrescentar que o casino não me responde aos emails relacionados com esta situação.

Cumprimentos

Vitor O*******

Dear Bufalo42,

Could you please advise why is it a problem for you to withdraw with the bank transfer? Do you have any specific reason for that?

Good Morning. By skrill as a rule the withdrawal is processed faster, on average in less than 24 hours I have the money. Having the money in the skrill account, I will be able to make withdrawals to different bank accounts in less than 24 hours.

Bom dia. Por skrill por norma o levantamento é processado mais rápido,na media em menos de 24 horas tenho o dinheiro. Tendo o dinheiro na conta skrill, poderei fazer levantamentos para diferentes contas bancarias, em menos de 24 horas.

good night.After 5 days, I received a reply from the casino support, apologizing, that after all I could withdraw by skrill, and that if I had deposited by bank card, I would have to make a withdrawal by transfer.

boa noite.Após 5 dias ,recebi uma resposta do suporte do casino ,pedindo desculpas, que afinal poderia levantar por skrill, e que se tivesse depositado através de cartão bancário, é que teria que fazer um levantamento por transferência.

Now, after a week of requesting a bank transfer transfer, I'm still waiting for it. That's why I make my withdrawals by digital wallet.

Agora, após uma semana de ter pedido uma transferência por transferência bancária, ainda aguardo pela mesma. É por esta razão que faço os meus levantamentos por carteira digital.

Dear Bufalo42,

Do I understand it correctly that you would be able to request the withdrawal by Skrill now? I think in case that the bank transfer is still not processed, you could still cancel the request and use Skrill.

As I made a request for withdrawal by transfer, of 700 euros, after 24 hours it was processed, which made it impossible to switch to skrill. I had 2 more withdrawal requests, by bank transfer, but as they were taking the processing time, I lost patience and opted to cancel them and played with the balance. To sum up and to end this situation, after processing my withdrawal at the casino, I waited 7 days to have the money in my account, and it was only after almost 2 weeks that they sent me the email, apologizing for what happened, which was right after all. , which could do the survey by skrill. If I hadn't had this problem, I probably wouldn't have canceled the pending withdrawals, which were 500 and 1000 euros. As a casino customer and after 2000 euros deposited in the space of a month, I feel that I was very disrespected by the casino, which was very unprofessional and honest.

Therefore, you can complete this claim as I currently have no account balance.

Thanks for your attention and have a nice weekend!

Compliments

Victor O******

Como fiz um pedido de levantamento por transferencia, de 700 euros, após 24 horas o mesmo encontrava se processado, o que inviabilizava a mudança para skrill. Tive mais 2 pefidos de levantamento, por transferência bancária, mas como estavam a demorar o processamento, perdi a paciência e optei por cancelar os mesmos e joguei com o saldo. Resumindo e para finalizar esta situação, após o processamento do meu levantamento no casino, esperei 7 dias para ter o dinheiro na minha conta, e só passado quase 2 semanas, é que me enviaram o email, pedindo desculpas pelo sucedido, que afinal tinha razão, que podia fazer o levantamento por skrill. Se não tivesse tido este problema, provavelmente não teria cancelado os levantamentos pendentes, que eram de 500 e 1000 euros. Como cliente do casino e após 2000 euros depositados no espaço de um mês, sinto que fui muito desrespeitado pelo casino, que foi muito pouco profissional e honesto.

Portanto, podem concluir esta reclamação, visto que de momento não tenho saldo na conta.

Obrigado pela atenção e bom fim de semana!

Cumprimentos

Vitor O******

Dear Bufalo42,

Thank you for letting us know that the current issue has been resolved, we gladly hear that. Please do not hesitate to contact us if you will come across any other trouble in the future, we will do our best to help you out.

The complaint will be now closed.

Best regards,

Nick

Casino.guru