The player from Switzerland had requested to block his account multiple times due to repeated manipulation, but the casino had not complied, resulting in a loss of CHF 3,000. He inquired about his entitlement to a refund. The Complaints Team noted that the player had not responded to requests for additional information regarding his winnings of CHF 4,329 that had not been paid out. As a result, the complaint was unable to be investigated further and was rejected.
LuckyDreams Casino - Player’s request to block account has been ignored.
Closed
Our verdict
Player stopped responding
Amount: 7,000 CHF
LuckyDreams Casino
Safety Index:Above averageCase summary
Discussion
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3 months ago
Translation
Even after four requests to block my account due to repeated manipulation, the casino did not comply with my request. As a result, another CHF 3,000 was lost. Am I entitled to a refund? In the screenshot, you can see the rejection of my request for a block:
Automatic translation:
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3 months ago
Dear thomasbeschwerde,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
First, I’d like to clarify the difference between account closure and self-exclusion:
- Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
- Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).
Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at [email protected].
Thank you in advance for your cooperation.
Best regards,
Veronika
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3 months ago
Translation
I've requested multiple times that my account be blocked! Here's just one example: Even after repeated requests, my account wasn't blocked. I cited the fact that their service is illegal in Switzerland as the reason.
After multiple "technical errors" while playing Immersive Roulette, my winnings totaling CHF 4,329 were not paid out. After complaining, I was told the case was under investigation. Despite daily follow-up, I still haven't received any results of the investigation eight days later (see second screenshot). Therefore, I wanted to ask if you could put some pressure on the casino, as I now believe the case is not being investigated at all. Since September 3, 2025, I have asked about 50 times whether there is any news.
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2 months ago
Update:
It has been 10 days now that I have been waiting for a result of their "investigation". The casino still owes me 4329 CHF of winnings, that have never been paid out.
Please stay away from this website. Their standard AI answer is:
I have video proof that 4329 CHF have not been paid out. Please donate your money to charity instead of playing at this casino. Once deposited you will 100% never see your money again.
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2 months ago
Thank you for your responses. Unfortunately, we at Casino Guru don’t deal with complaints related to licensing regulations and policies. We are an independent online casino database that acts as a mediator in resolving players’ disputes. We have no authority to enforce the legality of the rules. I can only recommend that you do better research next time and play only in the casinos licensed in Switzerland.
Regarding your winnings from Roulette that have not been credited to you, could you please provide me with more information? Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the technical errors, along with any relevant communication to [email protected]? Have you stopped playing right after you found out about the game glitches?
