LuckyDreams Casino - Player’s winnings have been confiscated.

I am submitting a complaint regarding LuckyDreams Casino’s decision to confiscate approximately CAD $66,000 of my winnings due to an alleged bonus terms violation. I played on their platform, made deposits, and accumulated winnings. Before requesting my withdrawal, my account showed the full balance as withdrawable, and my withdrawal requests were accepted and left pending for several days. During this time, I was never informed that my funds were restricted, locked by a bonus, or at risk of being forfeited. For days, I contacted both customer service via CHAT, as well as the VIP managers. I was told to be patient as the casino was experiencing a higher than normal amount of withdrawal requests. The casino later claimed that my winnings had to be adjusted because of a bonus violation related to a $75 deposit, but they have not provided any proof of this. The transaction history they provided does not show any $75 deposit or any bonus connected to it. The only relevant transaction I can find is a $150 deposit on June 30, with no bonus attached. What concerns me most is that if the casino believed I had violated their bonus terms, they allowed me to continue depositing and gambling while knowing that any future winnings could potentially be confiscated. They did not warn me, restrict my account, or prevent me from continuing to play. Their own terms state that winnings "may be forfeited," which means forfeiture appears to be discretionary, yet they chose the most severe outcome after allowing me to continue playing. I have made multiple attempts to communicate with LuckyDreams and resolve this matter directly, asking for clarification and evidence, but I have only received general responses referring to their terms and conditions instead of answers to my specific questions. I am still willing to negotiate and find a fair resolution, but I am requesting Casino Guru’s assistance in reviewing whether the casino handled this situation fairly and transparently.

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that you were unaware that a bonus had been active on your account?
• Could you please attach a screenshot of your bonus history?
• Have you played with bonuses in this casino before?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila