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

Dear Petra,

Thank you for taking my case. Here are the answers to your questions:

1. Can you log in to your account now?

Yes. After my recent escalation and after I informed them about this complaint, the casino blocked me of deposit in account . I can log in.

2. Do you have records of your initial request to close your account?

Yes, I have full records of all communications. I have saved screenshots of my emails and my chat interactions where I requested closure.

3. What specific dates did you make all your requests for account closure?

• February 26, 2026: The casino proactively reached out to reopen my account. I explicitly replied in writing: "No need to open the account again". They ignored this and opened it anyway.

• Early March 2026: I made several verbal and written requests to close the account as I was struggling.

• March 24, 2026: I sent a definitive email declaring a gambling addiction and stating that I have an "unhealthy relationship" with the platform, begging for immediate closure.

• The casino ignored these pleas for 18 days while continuing to accept my deposits.

4. Have you received any formal responses from the casino regarding your refund request?

The only formal response I received was a generic email from the "VIP Team" (John) stating that the matter has been "escalated to the relevant department for review." They have not provided a final decision or a refund yet.

I have attached all the relevant evidence and email threads to this reply for your review.

Best regards,

Abdullah

Dear Petra,

I would like to provide an urgent update on my case. The casino (VIP Team) has just sent me an email officially admitting that they failed to process my addiction declaration and closure request from March 24, 2026. They described it as an "oversight."

Their Position: They acknowledged the error but refused the refund, claiming that my withdrawals during that specific period (March 24 onwards) exceeded my deposits.

My Response to them:

1. Scope of Breach: I informed them that their calculation is misleading. The breach of "Responsible Gambling" actually started on February 26, when they illegally reopened my self-excluded account despite my written refusal.

2. Net Loss: If the audit starts from the actual date of the breach (Feb 26), my total deposits (including an additional around 3000$) far exceed the withdrawals.

3. Historical Profit: I reminded them that I have been a highly profitable customer for them, and their failure to act caused me a total financial and mental relapse.

I have attached a screenshot of the casino's admission for your records. I request that you investigate the entire period starting from the illegal account reopening on February 26.

Since the illegal reopening of my account on February 26, my total deposits are around $8,000 I don’t know exactly because they banned me to enter the account and total withdrawals are $7,000. The casino is misleading me by only calculating from March 24. I am in a net loss position of $1,000 directly caused by their failure to respect my self-exclusion."

Best regards,

Abdullah

Dear Abdullah829

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear Abdullah829,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the LuckyDreams Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a LuckyDreams Casino representative to join this conversation and participate in resolving this complaint.

Dear LuckyDreams Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear Igor,

Thank you for the opportunity to respond to this complaint.

Following a comprehensive review of the player’s account, transaction history, and communications, we would like to outline the relevant facts.

The player requested account closure on 24/03/2026. While there was a delay in processing this request, this was acknowledged directly with the player and an apology was issued. The account has since been fully closed.

Regarding the player’s claim that they were encouraged to keep the account open, we would like to clarify that the communications were of a commercial nature and did not prevent or override the closure request.

Prior to reopening the account on 28/02/2026, the player had previously requested closure (account closed on 04/08/2025), citing dissatisfaction with the level of bonuses and feeling insufficiently rewarded for their level of play. This indicates that the interaction was commercially motivated.

Following the closure request on 24/03/2026, gameplay activity continued until 11/04/2026.

With regard to the relevant period (from 24/03/2026 onwards), we would like to clarify the financial position based on verified transaction records:

Total deposits: USD 4,954

Total withdrawals: USD 7,050.77

Based on these figures, the player’s account reflects a net positive balance during the period in question.

We understand that this situation may have been frustrating for the player, and we sincerely apologise for the delay in processing the account closure request.

At the same time, we note that all winnings generated during this period were fully honoured, and no funds were removed or restricted. When assessing the account activity specifically from the date of the closure request, the player’s position reflects a clear net positive outcome.

We hope the above provides sufficient clarity on this matter, and we remain available for any further questions or details if needed.

Kind Regards,

The Lucky Dreams Casino Team

Dear Igor,

Thank you for the casino’s response. However, their statement is misleading and overlooks critical regulatory breaches:

1. The "Commercial Motivation" Fallacy:

The casino mentions my closure in 2025 was regarding bonuses. This is irrelevant. On March 24, 2026, I explicitly declared a gambling addiction. Under Responsible Gambling regulations, once "addiction" is mentioned, the account must be closed immediately. An 18-day delay is not an "oversight"; it is a systemic failure that allowed further deposits.

2. The Reopening Breach (Feb 26):

The casino claims I reopened the account on Feb 28. In reality, they proactively contacted me on Feb 26. I responded in writing: "No need to open the account again". They ignored my refusal and reopened it anyway. This was the first and most critical breach of my self-exclusion.

3. Correct Financial Audit (Since the initial breach on Feb 26):

The casino selectively audited the period from March 24th to show a "net positive." However, the audit must start from the date of the illegal reopening on February 26:

• Deposits (Feb 26 - March 11): around 3000

• Deposits (March 24 onwards): $4,954 (Admitted by casino).

• Total Deposits: $8,104 around this number

• Total Withdrawals: $7,050.77

As proven, I am in a net loss position since the moment they illegally bypassed my refusal to reopen the account.

4. Continued Gameplay:

The casino claims I continued playing until April 11. This is the nature of addiction—which I had already declared. The responsibility lies with the operator to prevent access once addiction is disclosed.

I request that Igor considers the entire period since the illegal reopening on Feb 26, as the casino’s negligence started there, not on March 24.

Dear Abdullah829,

Is it correct that before the reopening on February 28, you requested your account to be closed in August 2025?

If yes, could you please forward me the conversation that led to your initial account closure?

For further review, it is important to establish a clear timeline.

Thank you in advance for your cooperation.

Dear Igor,

I would like to add a critical detail regarding the account closure:

1. Closure via Live Chat:

My request for self-exclusion in August 2025 was made through Live Chat, not email. I spent a long time explaining my situation to the support agents. This casino makes it nearly impossible to close an account due to losses; they ignore you for months unless you threaten them with a formal complaint.

2. Missing Transcripts:

I do not have screenshots of those specific chats from 2025 as I didn't expect to need them, but the casino must have these logs in their system. I challenge them to provide the full chat history from August 2025, which will clearly show my request for exclusion.

3. Intentional Negligence (The 18-Day Delay):

They didn't "miss" my email on March 24th. They deliberately ignored it and only acted to block my account once they realized I had actually escalated the matter here.

4. The February 26th Breach:

As mentioned before, the VIP agent sent an email with safety questions (financial stability, control, etc.) on Feb 26, but opened the account without waiting for my response and despite my explicit written refusal: "No need to open the account again".

They systematically bypassed every safety protocol to ensure I kept gambling. I request that you demand the 2025 chat logs and audit the period starting from the illegal reopening on Feb 26.

I would like to provide additional context regarding my situation during the period in question, which further proves the casino's failure in their "Duty of Care":

1. Active Self-Exclusion Across Multiple Platforms:

In late 2025 and early 2026, I was in a recovery phase and had Self-Excluded from numerous major operators due to my gambling problem. These include:

• Stake

• Gamdom

• Winz

• Teras

• 888 Casino

• Betfinal

• Bitstarz

2. Evidence of Exclusion:

While I do not have email confirmations for all of them—as many were processed directly through internal site settings or Live Chat—this demonstrates that I was a vulnerable player actively seeking to stop gambling across the industry.

3. The Lucky Dreams Breach:

While I was successfully staying away from other platforms, Lucky Dreams did the exact opposite. On February 26, they proactively reached out to pull me back in. They ignored my written refusal ("No need to open the account again") and bypassed their own safety questions without waiting for my answers.

4. Conclusion:

Their actions weren't just an "oversight"; they actively undermined my recovery efforts by ignoring a direct refusal to reopen an account that was previously closed for exclusion. This is a severe breach of Responsible Gambling standards.

Is it logical or normal that I would close all my other accounts (Stake, 888, Winz, etc.) for 'Self-Exclusion,' yet choose to close my Lucky Dreams account only because of 'losses'? The reality is that all my closure requests, including the one with Lucky Dreams, were driven by my gambling problem and the need for recovery.

Dear LuckyDreams Casino,

Could you please share with me the original conversation from August 2025 in which the player requested the initial closure of their account?

Dear Igor,

I have now provided you with two critical chat transcripts (May 2025 and August 2025) that prove a long-term, systematic failure by the casino to protect me.

1. The May 2025 Evidence:

In the May transcript, I explicitly told the agent: "I’m gambler and want to stop.". Instead of closing the account, the agent ignored my "self-exclusion" request and repeatedly pushed bonuses—including a 150% reload offer up to $750—to keep me gambling.  

2. The August 2025 Evidence:

Again, in August, I requested "permanent account closure and self-exclusion". The agent (Miley) ignored this and tried to bribe me with $50 and $100 bonuses to "turn my luck around". They even claimed the closure would take "days" just to end the chat without acting.  

3. The 2026 Breach and Financial Reality:

The casino’s claim that I am in a "net positive" position is based on a narrow and misleading audit. They conveniently ignored my February 2026 deposits ($2,150) that occurred after they illegally reopened my account against my written refusal. Furthermore, they are ignoring the months of losses I incurred between May and August 2025, which only happened because they refused to honor my self-exclusion.

4. Request for a Fair Refund:

It is dishonest for the casino to claim my closure was about "losses" when I have documented proof of declaring "gambling addiction" multiple times. My total deposits exceed $30,000, and the $7,000 withdrawal they mentioned in March 2026 only barely covers my losses from that specific period.

Given that the casino has been aware of my addiction since May 2025 and chose to exploit it for over a year, I am requesting a fair refund of $5,000. This amount reflects a portion of the damages caused by their repeated refusal to close my account and their predatory tactics of pushing bonuses on a self-declared addict.

And this is my request in 5/2025

Dear Igor,

Please find attached the original communication from August 2025 in which the player requested the closure of their account.

As shown in the message, the player’s request was made in the context of dissatisfaction with bonus allocation and overall promotional handling. The player explicitly references frustration with perceived unfair bonuses and indicates that they had already been playing at other casinos due to a loss of trust in our offering.

While the player uses the term "self-exclusion," the surrounding context does not indicate responsible gambling concerns, loss of control, or gambling-related harm. Instead, the request is clearly linked to commercial dissatisfaction.

Based on this, the request was treated as a standard account closure rather than a responsible gambling self-exclusion.

While we acknowledge and have already apologised for the delay in processing the closure request, we do not find grounds to support the player’s claim for reimbursement.

At this stage, we consider the matter fully addressed from our side. As such, we will not be providing further comments on this case.

We remain available should you require any clarification on the information already provided.

Kind Regards,

The Lucky Dreams Casino Team

Dear Igor,

The casino’s defense is completely dismantled when you look at the full timeline and my actual behavior as a player:

1. The Irrefutable Proof from May 2025:

The casino claims they saw no "harm context" in August. This is a lie. In May 2025, I told them explicitly: "I’m gambler and want to stop". There is no clearer way to declare gambling harm. They chose to ignore this definitive warning for three months just to keep me depositing.

2. Actions Speak Louder Than Words:

If my motive in August was "commercial" or about "bonuses," I would have accepted the multiple offers they made ($50, $100, and 150% reload bonuses). As a player in a losing position, taking "free money" would be the logical choice for a bonus seeker. Instead, I rejected every single bonus offer and insisted on Permanent Self-Exclusion. My refusal of their money proves my only goal was to stop the addiction.

3. Systematic Failure:

My frustration in August was the direct result of the casino ignoring my plea in May. They had a legal obligation to flag my account in May. By waiting until August—and even then "apologizing for a delay"—they admitted they failed to protect a self-declared addict.

A casino cannot "rebrand" a self-exclusion request as a "commercial dispute" simply because they want to avoid a refund. I provided the context of my harm in May, I used the legal terminology in August, and I proved my intent by refusing their bonuses.

I trust Casino Guru will hold them accountable for this clear breach of responsible gambling protocols.

Thank you Igor

Dear Abdullah829,

After a thorough review of this case, I have reached the following conclusion.

In your messages from May and August 2025, you did not explicitly mention a gambling problem or gambling addiction as the reason for requesting account closure. It is important to use such phrases and clearly inform the casino about your situation.

During those communications, you only expressed dissatisfaction with the bonuses.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Igor