The player from Australia had won over 48,000 AUD on the platform but faced issues with account locking and pending withdrawals. The casino claimed he had multiple accounts, which he disputed, asserting he had only one account per platform. He suspected the casino was trying to avoid paying his winnings following his significant win. The complaint was closed due to the player’s lack of response to further inquiries and requests for documentation, which prevented the resolution process from continuing. Upon reopening, the casino clarified the account had been closed due to responsible gambling concerns after the player made concerning comments, and that no winnings had been withheld as the player had reversed withdrawal requests which were lost through gameplay. The complaint was ultimately closed at the player’s explicit request after he declined further cooperation.
LuckyDreams Casino - Player's account is closed after a big win.
Other
Amount: A$48,000
LuckyDreams Casino
Safety Index 6.7 Above averageCase summary
Hey I won over 48000 dollars AUD on this platform on slots they didnt pay me for it at all I done 7 transactions for 6000 AUD to withdraw it out cause of there limits thid morning I try to log on and they have lock my account for no reason I ask on there live chat ehy my account with the withdrawal is lock/block they told me because of multiple accounts on there platform i dont have multiple accounts on there ill try to explain to them I have 1 account on your platform at the same time I told them yes I have the same account on 4 of your partnering platform that im allow to have its not duplicate account or multiple accounts its all 1 email address i use on all of your platform but I dont have multiple accounts on the same platform its 1 sccount for each platform they told me I not receiving the funds because of that the funds is in the account with pending transactions they wouldnt let me get out I dont understand why they would do this its 1 account across all your platforms i check all accounts on its on letslucky,luckyones and Vegasnow i have been lock and block from all its platforms they have done this straight after my biggest win. Only think I can say is they dont want to pay big wins out so they made up excuses for it.
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Hello,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?
- Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
- Had you completed verification before you lost access to the account?
- Were your winnings accumulated while a bonus was active, or without an active bonus?
I hope we can help resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
No I live with only my mums she bearly know a word of english.
All those account share the same email address across all its platforms im 100% sure im allow to do that even though all platforms are linked with one another Im sure I can use the same email address.
Yes all the platform i use with them my account are fully verified im alaway make sure on anyone online site my accounts are completed and full verification is all done on them before even deopsit
Nope the winning was done with just cash deopsit no bonuses were used and I had 7 withdrawal pending waiting to be cleared before my accounts were all block.
Oh and sorry I want to lets you know this has been on going for months now my bad about the miss understand. I use Google to type for me this case has been on going to months now I has got my law to see if they could do snything she told me about guru thank you so much kirstina
I cant log on to to sny of there platform too I think they block me from all of them I had 7 pending transactions be withdrawn when they block me on all if I can recover my photo on google I got video they sent me of there management on my account and I told them how can you get on my account you and cancel my transaction Im not smart but I done some research higher management can do what they like honestly. Let's me see if I can find them video. Thank you so much kirstina
Thank you very much for your reply, AloneInAus. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.
Dear AloneInAus,
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.
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Kristina
Casino.Guru
We’ve reopened this complaint at the request of AloneInAus. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Have there been any updates since your last message, please?
No updates just nothing i csnt even talk to them they dont want to sent me my money last time thry told me nothing
When was the last time you contacted the casino regarding this issue? Please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.
A few months now they dont let me contact them im lock out of my account. Because of this
Dear AloneInAus,
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, Peter (peter.c@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,
Kristina
Hello there,
Thank you AloneInAus 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 know why the player's account was blocked and what we can do to help resolve this issue.
Thank you!
Okay thank you please do so Peter thank you so mucn if you nred anything let me know
Dear Peter,
After a full review of the player’s account and interaction history, we would like to clarify the following:
The account closure was not related to duplicate accounts, fraud, or confiscation of winnings.
Following a conversation between the player and our Customer Support team, the player made comments that raised responsible gambling concerns. In line with our Responsible Gambling policy and duty of care obligations, a decision was made to permanently close the account as a protective measure.
We would also like to confirm that:
- No winnings were confiscated or withheld by the casino.
- The amounts referenced by the player relate to withdrawal requests that were voluntarily reversed by the player back into the gaming balance and subsequently lost through gameplay.
At the time of closure, there were therefore no pending legitimate winnings or balances due to the player.
The action taken was purely based on responsible gambling considerations and in accordance with our regulatory obligations and internal player protection procedures.
Kind regards,
LuckyDreams Casino Team
Thank you for the update LuckyDreams Casino representative. Would it be possible to provide me with evidence of the player making comments that raised responsible gambling concerns and their gaming history to support the claim that the player lost the reversed withdrawal through gameplay? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!
LOL funny ypu can say what ever you want mate keep the funds its a joke I got video my friend I screen recorded everything I do when I play online good luck mate trying to get away with it. Peter if you dont want to sort this out with them its okay ill will just located them snd do it my way you csn close the case csuse your not getting it bsck I knoe already close thr case I find thrm.
Good bye
We’ve closed this complaint in accordance with the player’s explicit request. While we are sorry that we could not offer more assistance in this particular case, we fully respect the player’s decision.
Please remember that you are always welcome to reach out to us again in the future. If you encounter any issues with this or any other casino, whether related to withdrawals, verification, account access or anything else, our team is ready to assist.
If you change your mind or feel you need our support, we will be here to help.
