LuckyDreams Casino - Player’s account has been improperly managed.

for multiple gross violations of responsible gambling standards and their own licensing terms (License OGL/2024/164/0246).

1. Illegal Reopening of Self-Excluded Account:

My account was previously closed. On February 26, 2026, the casino proactively contacted me to reopen it. I explicitly replied in writing: "No need to open the account again". Despite my clear refusal, they ignored my choice and reopened the account anyway, which is a direct breach of self-exclusion protocols.

2. Failure to Act on Addiction Declaration:

Throughout March 2026, I repeatedly requested to close my account. On March 24, 2026, I reached out to their support, explicitly declaring that I am a gambling addict and that I have an unhealthy relationship with gambling. I was in a vulnerable state and literally begging for help.

3. Financial Exploitation & Negligence:

Despite my desperate pleas and my addiction declaration, the casino kept my account open for 18 days while I was asking for closure. During this period of negligence, they allowed me to deposit an additional $5,000, even though I had already closed my accounts at over 10 other casinos to manage my recovery.

4. Personal Impact:

Because of their refusal to protect me, I suffered a severe relapse which forced me to take out a bank loan to fund the deposits they were illegally accepting.

My Goal:

I am seeking a full refund of the $5,000 deposited after I requested account closure and declared my addiction. The casino has acknowledged my recent emails by blocking my deposit function but still refuses to communicate regarding the refund or their failure to follow regulatory laws.

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Dear Abdullah829,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the casino regarding serious concerns related to responsible gambling standards and your personal situation.

To better understand your case and assist you further, could you please clarify the following:

• Can you log in to your account now?
• Do you have records of your initial request to close your account?
• What specific dates did you make all your requests for account closure?
• Have you received any formal responses from the casino regarding your refund request? If so, could you please share those details?

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,

Petra