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

Hello Attila!

To clarify, I was aware that I had an active bonus on my account. I have used bonuses with LuckyDreams before and I regularly take advantage of their promotions. However, I was not aware that this specific bonus had a maximum winnings cap that would result in the confiscation of the majority of my winnings..

My concern is not that a bonus existed, but rather how LuckyDreams handled the situation. They allowed me to continue playing, allowed my balance to grow to approximately $72,000, and allowed me to submit withdrawal requests. During the time my withdrawals were pending, I repeatedly contacted them for updates and was only told to be patient. I was never informed that my winnings were allegedly subject to a maximum win restriction.

If I had been informed while playing or when requesting my withdrawal, I could have made an informed decision. Instead, I was only informed after the fact that the majority of my winnings would be confiscated.

I also want to acknowledge that I understand I have some responsibility in this situation. I accepted and played with a bonus, and I recognize that bonus terms and conditions exist. However, I also believe LuckyDreams bears some responsibility due to the way this situation was handled.

While players have a responsibility to review and follow bonus terms, casinos also have a responsibility to ensure that important restrictions, especially ones that can result in the loss of a significant amount of winnings, are clearly communicated and not only relied upon after the fact. A maximum win restriction is a major condition that directly impacts the value of a player’s winnings, and I believe this type of limitation should be presented in a clear and transparent manner.

In my case, LuckyDreams allowed me to continue playing, accepted my wagers, allowed my balance to increase significantly, and allowed me to request withdrawals without informing me that my winnings were allegedly subject to a maximum payout restriction. I only became aware of this issue one week after the withdrawal request was submitted.

Given that I acknowledge my own responsibility, but also believe LuckyDreams contributed to this situation through a lack of transparency and communication, I feel that a complete confiscation of my winnings is not a fair resolution. I am not asking to disregard the bonus terms entirely, but I believe both sides share some responsibility and that a negotiated settlement, with a fair portion of the disputed winnings being paid, would be a reasonable and balanced outcome.

Hello,

I would like to provide an update regarding my complaint.

LuckyDreams has now provided documents showing that my June 30 deposit was made with a bonus attached. The documents also show that I successfully completed the wagering requirements associated with that bonus.

Although I acknowledge that the bonus was applied to my deposit, I am continuing to dispute the casino’s decision because I do not believe the outcome was fair or proportionate.

I understand that players have a responsibility to comply with bonus terms and conditions. At the same time, I believe casinos also have a responsibility to ensure that significant restrictions, particularly those that can result in the loss of the vast majority of a player’s winnings, are clearly communicated and handled transparently.

In my case, LuckyDreams allowed me to complete the wagering requirements, continue playing, accumulate substantial winnings, and submit withdrawal requests. When my withdrawals were delayed, I contacted customer support several times and was simply told to wait. At no point was I informed that my winnings were allegedly subject to a maximum win restriction until after my withdrawal had been reviewed.

I also believe the fact that I fully completed the wagering requirements is relevant. Once those requirements had been met, I had every reason to believe I had satisfied the conditions attached to the bonus. If the casino intended to enforce a maximum win limit, I believe such an important restriction should have been made much clearer and, ideally, enforced by the system rather than only after my withdrawal request.

I acknowledge that I accepted and played with a bonus, so I recognize that I bear some responsibility. However, I also believe LuckyDreams bears responsibility for the way this situation was handled. For that reason, I do not believe confiscating the majority of my winnings was a fair outcome. I remain willing to negotiate a reasonable settlement that reflects the shared responsibility in this matter, rather than an all-or-nothing result.

Dear Player,

Thank you for your reply and for providing the additional information.

I have reviewed the bonus terms and conditions and this is what I have found:

Unless specified otherwise in the individual Promotion Terms and Conditions, any bonus winnings ***from any deposit bonus offer*** will be capped to a maximum of 5000 USD/EUR/CAD/AUD/NZD/CHF/USDT/USDC, 50000 NOK, 100000 ZAR. Other cryptocurrencies maximums will be based on the current exchange rate to EUR at the time of cashout processing. Any winnings over this amount may be forfeited (inclusive of any amount generated through subsequent play with the redeemed bonus winnings).

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider an imposed win limit to be unfair and predatory only when it is applied to real-money play. However, we accept bonus Terms and Conditions that restrict the maximum cashout from bonus winnings

While we appreciate your argument that the restriction could have been communicated more prominently or enforced automatically by the system, we are unable to disregard or override valid bonus terms that were applicable to the promotion.

Unfortunately, under these circumstances, we do not have sufficient grounds to challenge the casino's decision or request payment beyond the maximum cashout permitted by the bonus terms.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Attila