há um mês
I also spot a complaint in our Resolution Center, so if you want, you can share more details even here on the forum.
Hopefully, the issue will be resolved without complications.
ResponderCitar1
LuckyDreams Casino - discussão geral (página 7)
há um mês
O caso está encerrado! Eles finalmente pagaram o valor ontem!
Traduzido automaticamente:
ResponderCitar1
há um mês
For how long did you wait for your withdrawal?
Also, please let us know where you have this information about the casino being closed.
há um mês
LuckyDreams (Just Entertainment B.V., Curaçao license OGL/2024/164/0246) confiscated my winnings (~€21,000) citing the €5 max-bet rule during bonus wagering. I do not dispute that such a rule exists in general. The dispute is that the casino’s application is not verifiable due to conflicting evidence and missing logs.
Key points (UTC):
Casino email stated the last bet "during an active bonus" was 2026-01-05 22:31:22.
The casino’s own bet-history export shows a key transaction after that: 2026-01-05 22:38:43 (Bet €400 / Win €7,136.60 / balance peak €22,719.67).
Live support chat stated they "cannot see any activity with this bonus at 22:38:43."
To resolve this, I requested proof-critical data (wallet type cash vs bonus, bonus-active/wagering flag per bet, round/session IDs, and ledger entries for 22:25–22:50 UTC). To date, the casino has not provided any of the documents/logs specifically required to answer the key question (bonus status and wallet funding at 22:38:43 UTC).
I invite LuckyDreams to submit a proper evidence-based response here:
Bonus status at 22:38:43 (YES/NO) + per-bet bonus flags
Wallet type for that bet (cash vs bonus)
Round/Session ID / Provider reference
Ledger entries (22:25–22:50 UTC)
Without these logs, the confiscation remains unverified.
há um mês
Thank you for the update. I understand that the max-bet rule is common and that breaches can lead to forfeiture.
However, my complaint is not about the existence of the rule—it’s about whether it was correctly and verifiably applied in this specific case. The key issue remains unresolved: the casino has not provided the proof-critical logs needed to confirm the bonus/wagering status and funding source for the disputed timestamp (2026-01-05 22:38:43 UTC), despite repeated requests.
I’m happy to cooperate fully. Once LuckyDreams provides the verifiable per-bet data (wallet type, bonus active/wagering flags, round/session IDs, and ledger entries for 22:25–22:50 UTC), the case can be assessed fairly and conclusively.
há um mês
Do you mean that you did not overbet? Do I understand that right?
há um mês
Yes — I did place bets above €5 while the bonus was active. My point is different: the casino’s own timeline and support statements conflict about whether the bonus/wagering status was still active for the key bet at 2026-01-05 22:38:43 UTC, and they haven’t provided the per-bet logs (wallet type/bonus flags/round IDs/ledger) to verify it.
há um mês
Romi, unfortunately the 7-day deadline stated in the complaint has already expired, and the assigned case handler (Stefan) still hasn’t provided any feedback — my email remained unanswered. Could you please escalate internally and ask when I can expect a response?
Thank you for your efforts.
há um mês
Yes — I did place bets above €5 while the bonus was active. My point is different: the casino’s own timeline and support statements conflict about whether the bonus/wagering status was still active for the key bet at 2026-01-05 22:38:43 UTC, and they haven’t provided the per-bet logs (wallet type/bonus flags/round IDs/ledger) to verify it.
há um mês
I understand.
há um mês
Romi, unfortunately the 7-day deadline stated in the complaint has already expired, and the assigned case handler (Stefan) still hasn’t provided any feedback — my email remained unanswered. Could you please escalate internally and ask when I can expect a response?
Thank you for your efforts.
há um mês
I see, you're right.
Let me find out from Stefan what is going on, please.
há 4 semanas
Dear Stefan, and Team Casino Guru
Thank you for your review and for the final decision.
For my records, could you please clarify what exact data points were reviewed from the casino’s "internal records" and bet history?
Did you review a per-bet bonus active/wagering flag (not only a general bonus timeline)?
Did you review the wallet type per bet (cash/real wallet vs bonus wallet), specifically for 2026-01-05 22:38:43 UTC and the surrounding window 22:25–22:50 UTC?
Were round/session IDs (provider references) provided and reviewed for the bet at 22:38:43 UTC?
According to the records you reviewed, was the bonus wagering status active at 2026-01-05 22:38:43 UTC(YES/NO)?
Additionally, I request—if possible—a redacted excerpt/screenshot of the relevant part of the internal record showing the above fields for the disputed timestamp. This request is limited to data that relates to my gameplay and account activity and is therefore personal data (or derived from personal data). Under applicable data access principles (including GDPR-style access to personal data), I am seeking only what is necessary to independently verify the basis of the conclusion. I am not requesting any trade secrets or unrelated internal notes—please mask any sensitive information.
If you cannot share excerpts, please at least confirm which exact fields/columns were present in the evidence you reviewed (e.g., wallet type, bonus-active flag, wagering status, round/session IDs, ledger entries).
Thank you in advance.
há 4 semanas
Hello there.
You need to contact your complaint resolver regarding this, actually.
há 3 semanas
For clarity (to avoid misunderstandings): as an EU user, my request is based on EU data protection law, in particular the GDPR (Regulation (EU) 2016/679), especially Article 15 (Right of access) (and related transparency obligations under Articles 12–14). The casino and/or Casino.Guru refer to internal records and bet-history data related to my gameplay. I therefore request access to the personal data that relates to my account activity (e.g., bet history, bonus/wagering status flags, wallet type per bet, round/session IDs, and ledger entries). If these documents were reviewed in this case, I respectfully ask for a redacted excerpt or at least confirmation of the exact data fields/columns reviewed, so I can independently verify the basis of the conclusion.
há 3 semanas
Stefan, I’d like to ask you to reconsider the way the case was concluded.
It’s difficult for me to accept a conclusion that the confiscation was "rightfully settled based on the documents reviewed" while those documents (or the relevant extracts) cannot be shown to me. If the decision relies on bet-history data and internal records related to my account activity, this is information derived from my personal data. As an EU user, I have the right of access under the GDPR (Regulation (EU) 2016/679), especially Article 15 (and related transparency duties under Articles 12–14).
I’m not asking for trade secrets or sensitive third-party information. I’m asking for a redacted excerpt (or at minimum confirmation of the exact fields/columns reviewed—e.g., wallet type per bet, bonus active/wagering flags, round/session IDs, ledger entries) so I can independently verify the basis of the conclusion and close the case with peace of mind.
Could you please advise how this can be provided, or confirm what exactly prevents sharing a redacted excerpt?
há 3 semanas
Infelizmente, Stefan ainda não entrou em contato comigo, então está difícil para mim concluir este assunto. Você pode me ajudar, Romi? Não consigo pensar em nenhuma outra alternativa, já que minhas tentativas de comunicação com Stefan foram infrutíferas até agora.
Agradeço antecipadamente.
Traduzido automaticamente:
há 3 semanas
Hello,
Stefan, as a member of the Complaint Team, is not available on the forum, I'm afraid. If there is something to add to this situation, I'm sure he will respond.
I'm not familiar with the situation, and your posts are quite complex; therefore, I think it would be best not to make any assumptions here.
há 2 semanas
Gostaria de resumir brevemente o estado atual deste caso.
Entrei em contato com Stefan, um funcionário do Casino Guru, por e-mail no dia 22 de fevereiro. Nessa mensagem, solicitei explicitamente esclarecimentos e também mencionei meus direitos de acordo com o Regulamento Geral de Proteção de Dados (RGPD), em particular no que diz respeito ao acesso aos documentos e dados nos quais a decisão neste caso se baseou.
Até o momento, não recebi nenhuma resposta.
Por esse motivo, sinto-me na obrigação de perguntar novamente aqui no fórum se alguém da equipe do Casino Guru poderia entrar em contato com Stefan ou verificar o status atual.
Meu objetivo neste momento é simplesmente alcançar a transparência e possibilitar um esclarecimento final do caso, para que eu possa entender a questão por mim mesmo e, em última instância, resolvê-la de vez.
Agradeço antecipadamente o seu apoio.
Traduzido automaticamente:
há 2 semanas
I would like to briefly summarize the current status of this case.
On February 22, I sent an email requesting clarification and explicitly referred to my rights under the General Data Protection Regulation (GDPR), particularly my right to access the data and documents on which the decision in this case was based.
In addition, I requested a reopening of the complaint. However, the current status still shows "reopening under review", and I have not received any further response so far.
At the same time, the casino repeatedly asks why I need the data that I am requesting. However, this is precisely the point: if these data exist, it should be straightforward to provide them.
Since no clear response has been provided to date, I am beginning to question whether these data actually exist and whether the decision in this case was made on a transparent and verifiable basis.
My intention is simply to understand the situation transparently so that I can properly conclude this case.
há 2 semanas
Hello, now I understand you use the forum more as a way to get attention to your complaint.
That makes sense and what I can comment on is that at this moment you have to wait for the complaint handler to respond to your reopen request. Since I'm not involved in this process, there is not much else to add from my side.
When it comes to complaints, mediators communicate with the players because they're the only ones fully aware of the case complexity, which includes anything you mentioned, to be honest.
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