LuckyDreams Casino - Player’s winnings are confiscated.

I am submitting this complaint against Lucky Dreams Casino regarding the unfair confiscation of my winnings and account restrictions.

For more than three months, my bonuses and rewards have been disabled without proper justification. The casino informed me that my rewards were stopped because I was "winning more than losing," which is unreasonable and unfair. A player should not be penalized for winning.

Furthermore, my account was temporarily restricted. I was only allowed to withdraw $5,000, while the remaining balance was confiscated under the excuse of a "bonus issue." All my withdrawal requests were rejected, and the casino kept the remaining funds, again blaming the bonus.

I would like to clarify that the bonus mentioned was related to my own loyalty points. I was never clearly informed since I joined the casino in 2021 that such restrictions could apply in this way. This sudden action is unacceptable and violates fair gaming principles.

I have communicated with customer support calmly and respectfully, but no proper explanation or fair resolution was provided.

I am requesting a full review of my case and the payment of the remaining balance, as these are legitimate winnings and my rightful funds.

Thank you for your assistance.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. First, I would like to emphasize that each casino has a different bonus policy and reward system, and they are allowed to decide who is eligible to participate in it and who is not. I apologize, but we cannot penalize the casino for excluding you from their bonus program, nor are we in a position to force the casino to grant you bonuses.

Therefore, I would like to focus on the issue with your winnings. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• How much money do you currently have in your casino account, and how much did the casino confiscate?
• Were these winnings accumulated with or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hello Kristina,

Thank you for your reply.

I was playing slots only.

The winnings were generated from loyalty points that I exchanged for a bonus. I completed the full wagering requirements (40x), and the bonus was fully released. After completing the wagering, the balance became real money.

The total balance in my account was $59,484, and the casino confiscated almost the entire amount, leaving only $5.

I did not violate any terms and conditions. Since the wagering was fully completed and the bonus converted into real funds, I kindly request the full return of my legitimate winnings.

Please let me know if you need any further clarification.

I would like to inform you that while my complaint is still unresolved, the casino has started sending me promotional bonus offers. I have not accepted any bonus and I want to make it clear that my priority is resolving my balance confiscation issue.

I would like to clarify an important point regarding my complaint.

Before submitting my complaint, my account was restricted from receiving promotional offers. I was not receiving any bonus emails or marketing messages.

However, after filing the complaint, I suddenly started receiving promotional bonus offers from the casino (such as the recent "Lucky Score & Spin" email).

This raises concerns, as my account was previously excluded from promotions, and now I am receiving marketing offers while my complaint remains unresolved.

I have not accepted any bonus and my only intention is to resolve my balance confiscation issue fairly.

Please take this into consideration.

Thank you.

Thank you very much for your reply, meshal98. Have you received any clear explanation from the casino regarding the confiscated amount? 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 Kristina,

Thank you for your follow-up.

I would also like to clarify an important point regarding the bonuses. My bonus privileges have been disabled for more than three months, and I have not been able to use any promotions or bonus offers during this period.

When I contacted the casino about this, they justified the confiscation by referring to a "maximum bonus limit." However, this explanation does not seem reasonable, especially since my bonus access had already been restricted for months. Therefore, I do not understand how a maximum bonus limit could apply in this situation.

Despite my repeated attempts to obtain a clear and detailed explanation, the casino has not provided transparent evidence or a proper justification for confiscating my balance.

I have attached all relevant correspondence and screenshots for your review.

Please let me know if you need any additional information.

Sincerely,

Meshal

Hello meshal98,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear meshal98,

I apologize for the late reply. Could you please post a screenshot of your bonus history here in this thread?

Dear Kristina,

Thank you for your reply.

Please find the attached screenshot from my account. As shown clearly, my account is not eligible for any promotional offers or loyalty rewards.

This restriction has been active for more than three months, which means I could not access or use any bonuses. Despite this, my balance was confiscated due to a bonus-related issue.

I believe this action is unfair because I was not able to use any bonuses in the first place.

I kindly ask you to review this matter carefully.

Kind regards,

Dear meshal98,

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, Michal (michal.k@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 meshal98,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

I would like to invite LuckyDreams Casino to join the conversation.

Dear LuckyDreams Casino,

As per the player's explanation, the winnings were apparently generated from loyalty points that they exchanged for a bonus. The cap on their winnings doesn't seem to be fully justified in this instance.

Can you please clearly outline the course of events, which rules have been applied in this situation, and explain why they were applied?

Should there be any other factors influencing this matter that cannot be shared publicly, please shared the with me directly at michal.k@casino.guru

Thank you in advance.

Hello meshal98, Michal,

We would like to clarify a few important points regarding this case.

First, as outlined in our Terms and Conditions, any winnings derived from a no-deposit bonus (including free offers, goodwill gestures, or loyalty rewards) are subject to a maximum withdrawal cap of 5,000 USD (or equivalent in other currencies). This rule applies universally to all such bonuses, regardless of individual circumstances. In your case, the adjustment to the capped amount of 5,000 USD was applied correctly and strictly in accordance with these terms.

Regarding bonus eligibility, please note that the casino reserves the right to determine which players are eligible for promotions, bonuses, or loyalty rewards at any given time. While your account may have been excluded from standard promotional offers, this does not prevent the casino from issuing bonuses through other channels, such as direct email offers or goodwill gestures. In all cases, any bonus provided remains subject to the applicable Terms and Conditions.

We also understand your concern about not being aware of these limitations. However, ALL bonuses—regardless of how they are granted—are governed by the same promotional terms, which are available and applicable at all times.

Additionally, we would like to emphasize that the adjustment to your winnings was based solely on the applicable bonus Terms and Conditions.

No other factors—such as your account’s promotional eligibility status or any prior restrictions—were taken into consideration when applying the cap. The reduction was carried out exclusively in line with the predefined maximum withdrawal limit for no-deposit bonuses.

We assure you that no actions were taken arbitrarily, and your case was handled in full compliance with the established rules.

We hope this clarifies the matter.

The LuckyDreams Casino Team

Hello,

Thank you for your response.

However, I strongly disagree with your conclusion.

My account has been restricted from bonuses and loyalty rewards for more than 3 months. Therefore, I should not have been able to receive or use any bonus-related feature, including combo points.

The fact that I was able to use these points and play with them indicates a system error or inconsistency on your side.

If I am not eligible for bonuses, then these funds should not be treated as a no-deposit bonus with capped winnings.

This creates a contradiction:

Either I am eligible for bonuses → then restrictions should not apply.

Or I am not eligible → then the winnings should not be limited under bonus terms.

I kindly ask you to review this case fairly and reconsider the applied cap.

Best regards

Dear meshal98,

Can you please confirm what your account balance was prior to converting the loyalty points that you exchanged for a bonus? Did you have any real money funds in your casino account?

When was the last time you deposited real money, please, and when was the last time you successfully withdrew any winnings from the casino?

Reply:

Hello Michal,

Thank you for your message.

Before converting my loyalty points, I had real money activity on my account. I made deposits totaling 100 USD (two deposits of 50 USD each).

I also successfully withdrew 2,000 USD prior to this issue, which clearly confirms that my account was not operating on bonus-only funds.

After that, I requested withdrawals of 4,000 USD multiple times, but they were repeatedly rejected.

Hello Michal,

Thank you for your response.

I kindly request that my case be reviewed as a matter of urgency. This issue has been ongoing for a significant amount of time, and the delays are causing unnecessary inconvenience.

All the information and evidence have already been provided, and I believe there is sufficient proof to resolve this matter fairly and without further delay.

I would appreciate your prompt action in reviewing my case and providing a final resolution as soon as possible.

Thank you for your understanding.

Best regards,

Meshal

Dear meshal98,

Thank you for your response, but I feel you have not fully answered my questions as I have not asked about your activity.

Can you please confirm what your account balance was prior to converting the loyalty points that you exchanged for a bonus? Did you have any real money funds in your balance prior to utilization of the bonus?

Dear Michal,

Thank you for your response.

To clarify, I deposited 50 USD and placed bets on sports matches before activating the bonus. These bets were made prior to converting the loyalty points into a bonus.

I did not mix bonus funds with real money, as the bonus was only used after completing my betting activity.

Please let me know if you need any further clarification.

Best regards,

Meshal

Dear meshal98,

Thank you for your response. However, I still feel my question has not been clearly addressed, so I will rephrase it.

Am I correct in understanding that the disputed winnings were generated solely from a bonus you activated, or from a bonus obtained after converting loyalty points?

You did not have any other funds in your casino account balance other than the bonus funds at that time, correct?

Dear Michal,

Thank you for your clarification.

I would like to confirm that the winnings were generated from the bonus obtained through converting my loyalty/combo points. At that time, I did not have any other real money in my balance.

However, I would like to emphasize that these points are part of my account benefits, and they were converted into playable balance legitimately. I used them according to the platform rules, and the bets were placed normally.

Additionally, my account had been restricted from promotions and loyalty rewards for more than three months, and this bonus was one of the few available benefits I was able to use.

Therefore, I believe the winnings should be considered valid, as they were obtained through legitimate gameplay using the platform’s own reward system.

I appreciate your review and look forward to your response.

Dear meshal98,

Thank you for confirming the origin of the funds in question. Since you confirmed that the disputed winnings were generated solely from a bonus you activated through converting your loyalty/combo points, the casino's bonus rules naturally are fully applicable to you, just like for any other player.

You were able to withdraw $5,000, which is the maximum amount that can be withdrawn from this type of bonus play, just like for any other player.

On the contrary, given that you would not typically be eligible to benefit from casino bonuses, it could be argued that, from a strictly technical perspective, the casino may have had grounds to restrict withdrawals arising from such bonus play. While this interpretation may be viewed as stringent, it would nonetheless fall within a strict application of the relevant rules.

However, this approach was luckily not adopted in this instance. Instead, you were allowed to withdraw winnings in the amount that would ordinarily be available to any player in a comparable situation.

The adjustment of any winnings exceeding this threshold has been applied in accordance with the casino’s terms and conditions, which were accepted at the account registration and bonus activation.

Overall, the actions taken appear to be consistent with the applicable rules framework, and you have received the amount of winnings to which you were entitled under those terms.Taking all this into account, I have not identified anything that would not be in alignment with the casino rules.

Please let me know if you need assistance with anything else or of I can consider this matter clarified.

Dear Casino Guru Team,

Thank you for your detailed response.

However, I would like to clarify an important point. The bonus I used was not a typical promotional bonus, but rather was obtained through my own accumulated loyalty/combo points. These points were earned through my activity and should be considered as part of my player value, not a standard "no-deposit bonus".

Additionally, my account had been restricted from receiving promotions for over three months prior, which makes this situation even more unclear and inconsistent. If I was not eligible for bonuses, how was I able to activate and use this one?

I believe this creates a contradiction in how the rules are being applied.

For this reason, I kindly ask you to reconsider the case, taking into account:

The origin of the bonus (loyalty points earned by me)

The prior restriction on my account

The lack of clear warning about maximum withdrawal limits at the time of activation

I respectfully request a re-evaluation of the decision, as I believe the situation is not as straightforward as a standard bonus case.

Thank you for your continued support.

Dear meshal98,

Thank you for your response. I understand that you are trying to find any possible way to support your argument; however, I feel you have not paid your full attention to my previous response.

I understand your argument regarding the origin of the bonus, particularly that it was derived from loyalty/combo points earned through your own activity. That said, once these points are converted into bonus funds, they are still treated in line with standard no-deposit bonuses. You did not make a real money deposit, nor did you have any real money funds in your balance at that time, and you played solely with converted "no-deposit" funds. It is important to understand that no-deposit bonuses, whether they are promotional offers, goodwill gestures, loyalty bonuses, or similar, represent free funds provided by the casino to enhance gaming experience. As a standard practice in the industry, virtually all no-deposit bonuses come with a cap on winnings, unless the bonus is specifically labeled as a NO rules or NO limit bonus, which I believe we can agree was not the case in this situation.

As such, the applicable bonus terms—including any maximum withdrawal limits—apply in the same manner as they would in comparable situations to any other player. Please refer back to the rules screenshot above.

Regarding the prior restriction on your account, I appreciate that this may be a bit confusing. However, the option to convert loyalty points is very often a separate mechanism from general bonuses or promotional eligibility. While this distinction may not always be clearly communicated, it does not change the applicability of the bonus terms once the bonus has been activated and used. The rules are universal for the actual bonus in this instance, regardless of who has claimed/utilized it, and not just for you.

I also understand your concern about the visibility of the maximum withdrawal limit. Transparency is certainly important; however, it still remains the player’s responsibility to review and be familiar with the applicable terms and conditions when claiming and using any bonus. Ignoring or overlooking the bonus terms does not make them inapplicable.

After carefully reviewing all aspects of your case, we can confirm that the casino has followed its established rules correctly. These are the same rules that you agreed to upon claiming and utilizing the bonus. In light of this, and taking into account that your winnings were derived exclusively from no-deposit bonus funds, we must determine that the result aligns with those terms, and you have obtained the highest amount possible.

I trust this matter has been clarified now.

Please let me know if you need assistance with anything else.

I understand your position and that you are aware of the situation. I would like to clarify two points: I was playing using another account, which belongs to my friend. A deposit was made and a bonus was activated at the same time. After that, $30,000 was withdrawn from the account, and the account was restricted on the grounds that the betting level exceeded $5, even though I did not bet more than $5. I was told the withdrawal would be processed within two weeks, but only $6,000 was transferred, nothing more. I have a lot of evidence to support this, and this indicates that the site does not care about its players.

Dear meshal98,

Can you please elaborate on this: "I was playing using another account, which belongs to my friend. A deposit was made and a bonus was activated at the same time."

Are you saying that you have been playing in 2 accounts or that you have used funds from a 3rd party?

Dear meshal98,

We are extending the timer by 2 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.

Dear meshal98,

Although I have not received a response from you to my latest questions, as per the explanations above, After a thorough review of your case, we confirm that the casino acted in accordance with its established rules, which you accepted when claiming and using the bonus. Since your winnings were generated solely from no-deposit bonus funds, the outcome is consistent with those terms, and you have received the maximum amount available.

With this being said, this case will now be closed as Unjustified.

I highly encourage you to invest some time in understanding the terms and conditions of any casino you register with and to follow them closely to prevent encountering similar issues in the future. Ultimately, by signing up, you agree to these rules, which are of utmost importance.

Should you encounter any issues with this or another casino in the future, please feel free to contact us, and we will try our best to assist you.

Best regards,

Michal

Casino Guru

Best regards,

Michal

Casino.Guru