The player from Germany deposited 50 Euros and won 4,500 Euros but requested a pause on her account. Despite verifying her account and having two withdrawals queued, her account was suddenly closed. After she submitted her bank details, she received only her original deposit back and no response regarding the remaining winnings. The issue remained unresolved as the player did not respond to the Complaints Team's requests for further information, leading to the rejection of the complaint.
LuckyDreams Casino - Player's account has been closed, winnings confiscated.
Closed
Our verdict
Player stopped responding
Amount: €4,500
LuckyDreams Casino
Safety Index 6.6 Above averageCase summary
Discussion
Public
Public
1 year ago
Translation
Hello,
I registered at Luckydreams on Friday, deposited 50 Euros, and received an additional 100 Euro bonus. I wasn't expecting much, but I managed to reach up to 4,500 Euros. Since I wanted to take a break, otherwise, I would have thought about playing all night, I asked in the chat for my account to be paused. After some back-and-forth, they granted my request. They also informed me that my verification was complete and my withdrawals (1,500 and 3,000 Euros) were now in the queue, and that the payout could take up to 48 hours. I was really impressed with the customer service up to that point.
Then on Monday, I received a message saying that my account was closed. Immediately afterward, there was an email saying they would like to pay the amount to my account and needed my bank details for this. I provided them and asked to be notified once the amount was paid out. Today, I received that notification. I then checked my bank account and found only a ridiculous payout of 50 Euros - my deposited amount.
I fulfilled all the bonus conditions, my account is verified, and I did not request my account to be closed, only paused to cool off. I am baffled as to how such a decision could be made. I played a regular slot game - there is no question of fraud. I'm asking for help as I am now not getting any response from the casino. Previously, I read mostly good reviews and am now simply more than disappointed with this non-transparent process.
Automatic translation:
Public
Public
1 year ago
Dear lanabensiek,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Could you please forward me the screenshots or transcript of your conversation with customer support, when you requested your account to be paused? My email address is veronika.f@casino.guru. Alternatively, you may post the screenshots here.
Also, kindly forward me the email you received from the casino with the information about the closure of your account.
Could you kindly specify which bonus you activated and played with?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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.
