LuckyDreams Casino - O pedido de retirada do jogador foi atrasado e negado.

A total of 9k was not paid out; it was simply stated as declined.

The reason given was non-compliance with bonus conditions.

Supposedly, bets were only supposed to be up to 5 EUR according to the conditions. They have not yet provided me with the game history and it was playable without restriction. Now both my deposit and the 9k are completely gone.

At every other casino, there are software-based limits. Non-compliant bets in roulette are not accepted. There is no transparency here. I am certain that time is being played with, and my inquiries and contact with them have been progressing very poorly.

Furthermore, they only respond by email in English.

The casino did not honor my request to send the game history; they even claimed that the email address I used to write from was not the one registered there.

It is a Gmail, now googlemail address. My objections were not accepted.

I need impartial support to properly address this situation.

I want justice.

Insgesamt 9 k wurden nicht ausgezahlt, es hieß nur abgelehnt

Begründung war Nichteinhaltung der Bonusbedingungen.

Angeblich wären Einsätze nur bis 5 eur Bedingungen . Sie blieben mir bisher die Spielhistorie schuldig sowie war es ohne eine Einschränkung bespielbar. Nun ist mein eingezahltes sowie die 9k komplett weg.

Bei jedem anderem Casino gibt es softwareseitige Schranken. Bedingungswiedrige Einsätze beim Roulette werden nicht akzeptiert. Hier ist keine Transparenz. Denn ich bin mir gewiss dass hier auf Zeit gespielt wird und meine Anfragen und Kontakt zum Teil sehr schlecht vorwärts kommen.

Auch wird per Mail nur auf Englisch geantwortet.

Meiner Bitte zur Sendung des Spielverlaufs kam das Casino nicht nach, es wurde sogar behauptet, die e Mail Adresse von der ich geschrieben habe sei nicht die dort angegebene. 

Es handelt sich dabei um eine Gmail, jetzt googlemail Adresse. Meine Einwände wurden nicht akzeptiert.

Ich brauche eine unparteiische Unterstützung um fair dies zu beleuchten. 

Ich will Gerechtigkeit.

Dear Sabbi,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve experienced with LuckyDreams Casino and the declined payout of your winnings.

After reviewing the casino’s terms and conditions, it’s clear that during the active wagering requirement phase of a bonus, the maximum bet allowed is 5 EUR (or equivalent in other currencies). This rule applies to all bonuses, including deposit bonuses, free spins winnings, and loyalty scheme bonuses.

• Did you place any bets exceeding the 5 EUR limit while using the bonus? If so, could you provide details about those bets?
• Additionally, could you share any communication you’ve had with the casino, particularly regarding their refusal to send your game history or their claim that your email address did not match the one registered?
• If you have screenshots or emails, you can forward them to petronela.k@casino.guru for review.

Your cooperation is essential to move forward with this case. Without your input and supporting information, we won’t be able to effectively mediate the issue. Please note that clarifying whether any bets exceeded the limit is key to assessing the casino’s decision.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi Sabbi,

Thank you for providing the screenshots of your communication with LuckyDreams Casino. I understand your frustration regarding the declined payout, and I truly empathize with the situation you're in.

However, in order to move forward with the mediation process, I still need a bit more clarification from you. Specifically:

• Betting Limit: Could you confirm whether you placed any bets that exceeded the 5 EUR limit during the active bonus wagering period? This is important for us to assess the validity of the casino's decision.
• Game History: You mentioned that the casino refused to send your game history. Could you please elaborate on this issue, including any specific reasons the casino gave for not providing the information?

Your cooperation is crucial for us to proceed with addressing your complaint and seeking a fair resolution. We are here to assist you, but we will need the additional details to ensure we fully understand the situation and can act accordingly.

I look forward to your response.

Dear Sabbi,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello,

apparently the last answer did not arrive.

I can't say whether the betting limit was exceeded. In other casinos it is not possible to place bets over €5 during a bonus. Since I don't receive the history, I can't say anything about that.

The problem with the history is that I registered at the casino with my @gmail.com address.

However, this was changed by the email provider to @googlemail.com.

It is not possible to change the email provider. However, it is one and the same mailbox.

The casino's customer service cannot help, and they also cannot make a change to @googlemail.com. I was only offered the option of deleting the account and then creating a new one. But then all of my data would be lost.

The casino's customer service referred me to the casino's email address. They said I had to write to them using the Gmail address stored at the casino, otherwise they wouldn't be able to identify me and wouldn't send me anything.

But that is not possible

My explanation was not accepted

Hallo,

scheinbar kam die letzte Antwort nicht an.

Ich kann nicht sagen, ob das Wettlimit überschritten wurde. In anderen Casinos ist das während eines Bonuses gar nicht möglich Einsätze über 5€ zu tätigen. Da ich den Verlauf nicht erhalte, kann ich dazu nichts sagen.

Das Problem beim Verlauf ist, dass ich dir Anmeldung im Casino mit meiner @gmail.com Adresse gemacht habe.

Diese wurde aber seitens des E-Mail Anbieter in @googlemail.com geändert.

Eine Änderung beim E-Mail Anbieter ist nicht möglich. Es ist aber ein und dasselbe Postfach.

Der Kundendienst vom Casino kann nicht helfen, auch dort ist eine Änderung in @googlemail.com nicht möglich. Mir wurde lediglich die Löschung des Kontos angeboten um dann ein neues zu machen. Dann wären aber alle Daten verloren.

Der Kundendienst des Casinos verwies mich an die E-Mail Adresse des Casinos. Dort sagt man ich müsse Ihnen mit der im Casino hinterlegten Gmail Adresse schreiben, da man mich sonst nicht zuordnen kann und nichts zusenden.

Das ist aber nicht möglich

Meine Erklärung dazu wurde nicht akzeptiert

Hi Sabbi,

To clarify your situation further, could you please provide more details about the bonus you activated and played?

• Was it a free bonus or a deposit bonus?
• Additionally, regarding the change of your email address, could you please explain in more detail how the change occurred?
• Did you receive any confirmation email from the casino when you first registered with your original @gmail.com address?

Thank you in advance for your reply.

Dear Sabbi,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello, all emails from them (promotions, bonuses, etc.) end up in my inbox. Yes, there was also the confirmation email, which also ended up in my inbox because both email addresses are the Eiche mailbox.

As I recall, it was a deposit bonus.

It doesn't matter which email is used, yes the unsubscribe email arrived in my inbox. Sent to @gmail

Hallo, sämtliche E-Mails von denen (Aktionen,Boni usw.) landen in meinem Postfach. Ja es gab damals auch die Bestätigungsmail, die ebenfalls in meinem Postfach landete da beide E-Mail Adressen das Eiche Postfach sind.

Es war nach meiner Erinnerung ein Einzahlungsbonus.

Es ist egal welche EMail genutzt wird, ja die Abmeldemail kam in meinem Postfach an. Gesendet an @gmail

Thank you very much, Sabbi, for providing all the necessary information. I will now transfer your complaint to my colleague, Peter (peter.c@casino.guru) , who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello there,

Thank you Sabbi for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask LuckyDreams Casino for their help in resolving this complaint. We would like to request the player's betting history for review. You can forward any information to my email. (peter.c@casino.guru) 

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try anyway you can do so here: (https://www.gamingcontrolcuracao.org/contact) Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter