LuckyDreams Casino - Player's winnings have been confiscated.

Issue: Unlawful confiscation of $10,250 in remaining winnings following a technical "duplicate account" ruling on an unverified, abandoned registration.

Timeline & Facts:

June 27th: I initially created an account at Lucky Dreams Casino, made a single $50 deposit, without using any bonuses, and never verified the account or uploaded any KYC documents. I completely forgot about this brief sign-up.

August 22nd: Wanting to play at the casino, I registered a new account, went through the full legal KYC identity verification process, and deposited $1,750 of my own pure cash.

The Win: I generated a total balance of $12,000 entirely from cash play. No bonus funds were used to win, and no bonus abuse took place.

The Confiscation: When I attempted to withdraw, the casino flagged the unverified June account, locked my profile, and confiscated my winnings. They have since refunded my $1,750 deposit but are refusing to pay out the remaining $10,250 balance.

Why the Casino's Actions are Unfair (The "Freeroll" Scenario):

I acted entirely in good faith. Forgetting a minor, unverified $50 registration from months ago is an honest oversight, not an attempt to defraud the casino.

By accepting my $1,750 deposit last week, letting me gamble, and only choosing to check for duplicate accounts after I won, Lucky Dreams subjected my capital to 100% risk. If I had lost that money, they would have pocketed it without issue. Returning my deposit proves they are retroactively voiding a winning session simply because it benefits them financially. This is a severe "freeroll" scenario.

Resolution Requested:

Punishing a player by stealing over $10,000 over an old, unverified $50 account is completely disproportionate and predatory. Since no bonus fraud or identity theft took place, I request that the casino act in good faith and release the remaining $10,250 in legitimate winnings.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify the types of games you played on both of your accounts?
• Did you ever access your original account and your second account simultaneously while you were accumulating the winnings on your second account?
• Do you have several active email accounts that you use when playing at online casinos?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Hi Veronika,

Thank you for your fast review and response time.

On the first account, the one where only a $50 deposit was made with no bonus used, I strictly played slot games, did not win anything and never accessed the account since.

On the second account, the one where I deposited $1,750 and won $12,000 not using a bonus, I played a mixture of slot, card games and roulette. The majority of the $12,000 won if not all of it was from a slot game.

I never accessed my original account while using my second account, I completely forgot/didn't realise that I already had an account.

I have only 2 emails that I have used for gambling sites.

Once again thank you for your fast response, it is very much appreciated.

Regards,

Samuel

Hello Veronika,

Thank you again for looking into this matter.

I wanted to provide some additional context regarding Lucky Dreams' latest response, particularly their statement that I attempted to "bypass your permanent closure."

There is some important history regarding my original account that I believe needs to be clarified.

History of my accounts

I originally had a Lucky Dreams account which I requested to have closed in September 2025.

This was a closure that I personally requested. I was not banned or suspended by Lucky Dreams, and I was not subject to any gambling restriction or self-exclusion. I simply wanted the account closed and no longer intended to use it.

I had previously enjoyed using Lucky Dreams and had been a customer in good faith. My request to close the account was not made because Lucky Dreams had identified any misconduct or because I was attempting to comply with a gambling restriction.

After the account was closed, I did not use it.

Then, on 27 June 2026, I opened another Lucky Dreams account and deposited approximately AUD $50. I used no bonus and only played slot games. I did not win anything and subsequently stopped using that account.

I then later opened the account that is the subject of this complaint on 22 August 2026.

I deposited approximately AUD $1,750, and accumulated approximately AUD $12,000 in winnings, predominantly from slot games.

At the time I created the August account, I genuinely forgot/did not realise that I had previously had an account with Lucky Dreams.

I never accessed my original September 2025 account while using the August account, and I was not attempting to operate multiple accounts simultaneously.

The "bypass" allegation

This is why I believe Lucky Dreams' latest response requires clarification.

They have now stated:

"it remains your responsibility to refrain from attempting in any way to bypass your permanent closure."

I do not believe that accurately characterises what occurred.

I did not attempt to bypass a ban, self-exclusion, suspension, gambling restriction or other restriction imposed upon me by Lucky Dreams.

I had personally requested that my old account be closed, and then many months later I inadvertently created another account without remembering that I had previously been a Lucky Dreams customer.

I also received no bonus or promotional advantage from having the second account, did not use a false identity, did not use a third-party payment method, and did not access both accounts simultaneously.

I therefore respectfully ask that Lucky Dreams be required to clarify what specific restriction they believe I was attempting to bypass and what evidence they have that the August account was created for that purpose.

I would also ask Lucky Dreams to provide the record of the September 2025 closure and the communication in which they allegedly informed me that I was subject to a permanent restriction which prohibited me from opening another account as I cannot find an email/paper trail of this from my end.

I am not disputing that I should only have had one account. I accept that creating the subsequent account was a mistake.

My dispute is with the characterisation of that mistake as an intentional attempt to circumvent a restriction and, consequently, the confiscation of approximately AUD $12,000 in legitimate winnings.

I hope this additional history helps clarify the circumstances.

I am happy to provide any further information you require.

Thank you again for your assistance.

Kind regards,

Samuel N.

Thank you for your responses.

From your description of the events, I understand that you actually created at least three accounts at this casino. Is that correct?

Did you create your first account in 2025? Was your first account fully verified? What was the reason you decided to close your original account at this casino?

It would be very helpful if you could forward me the account closure request you sent to the casino in September 2025, along with the casino's responses. My email address is veronika.f@casino.guru.

Did you request the closure of the other account you created in June 2026 before creating your most recent account?

Yes, I can clarify the account history.

I did create multiple accounts with Lucky Dreams, however, I want to make clear that I did not intentionally create additional accounts in order to bypass a ban, self-exclusion, suspension, or gambling restriction.

My original account was created in 2025 and I subsequently requested for that account to be closed in September 2025. The account was not closed because I was banned, suspended, self-excluded, or subject to any gambling restriction. I simply requested that the account be closed.

I was never informed that the closure constituted a permanent restriction preventing me from opening another account in the future, nor was I informed that any future account or winnings would be considered invalid. I also never received an email confirming that I had been permanently restricted from the casino or warning me that creating another account would result in forfeiture of winnings.

Regarding the later accounts:

On 27 June 2026, I created an account and deposited AUD $50 of my own funds. I played slots only, did not claim a bonus, and did not make any winnings of significance. I subsequently left the account unused.

On 22 August 2026, I created another account and deposited AUD $1,750 of my own funds. Again, I did not claim a bonus. I played slots as well as some card games and roulette, and ultimately won approximately AUD $12,000.

At no point was I contacted and told that I was prohibited from having another account, and I was not warned that my winnings would be voided because of the previous account closure.

I also never accessed or used my original account while using the later account(s). I genuinely had forgotten about the original account.

Regarding the account closure request from 2025, I am unable to provide any documentation as I never received an email regarding account closure. Lucky Dreams never provided me with a confirmation stating that the account had been permanently closed as a self-exclusion, ban, or gambling restriction.

For this reason, I believe it is important to distinguish between voluntarily closing an ordinary account and being permanently prohibited from opening another account. I did not knowingly attempt to circumvent a permanent restriction.

I am happy to provide any further information or documentation that may assist you in assessing the case objectively.

Hello jsbcnfijwabc,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear jsbcnfijwabc

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.v@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,

Veronika