LuckyDreams Casino - Player’s account has been closed without resolution.

Ive withdrawn from Luckydreams before and haven’t had issues but this time is different. I submitted my withdrawals and was waiting. Then I wake up in the morning my password had been changed. Note there was no password change request I just got an email that my password had been changed. Following that email. My winnings which I had told could be processed at a maximum of $12,000 a week were all processed in one minute and I received none of the money. I try to access my account it says that it’s been disabled. I contacted them and they said they’re doing a security review but have since stopped answering my emails. I used no bonuses and only have one account on their website. The communication stopping from them is what’s caused me to think I need to escalate this further. Just answer my emails.

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

• Could you please clarify what exactly happened to your winnings? Were the funds confiscated by the casino, or does your transaction history show that they were processed as withdrawals but you never received them?
• Additionally, do you know whether the casino itself disabled your account, or do you suspect that someone else gained access to your account and changed the password?

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

Thank you very much in advance for your reply.

Best regards,

Attila

My account was disabled. Upon gaining access and logging back in I saw that my withdrawal which was scheduled via Interac had been changed and processed via crypto. They had told me they would withdraw max $6k a day and somehow they processed all of it in one day and not where I had requested the withdrawal too. This isn’t my crypto wallet so the money has not been sent to me

Hello,

Thank you for the clarification.

Regrettably, we do not handle matters related to suspected cybercrime or unauthorized access to players' accounts. As you are stating that someone gained access to your account, changed your password, and withdrew your funds to a cryptocurrency wallet that does not belong to you, this matter would need to be investigated by the relevant authorities.

Please understand that we lack the legal authority and resources necessary to investigate who accessed your account or initiated the disputed transactions. Such matters fall under the jurisdiction of the police and, where applicable, your bank or payment provider.

For these reasons, we are unfortunately unable to proceed with your complaint and it will be rejected.

Thank you for your understanding.