The player from Germany faced issues with withdrawing his winnings of €8,000 from Luckydreams due to the cancellation of his withdrawals, which the casino claimed were due to exceeding a €5 bet maximum during a bonus period. He argued that he had not been informed about any active bonus, received no warnings, and requested support to either obtain his profits or a fair resolution. After reviewing the bonus terms and conditions, it was concluded that the casino acted in accordance with its rules, as the total cost of bonus buys was considered the stake for the maximum bet limit. Therefore, the complaint was rejected as unjustified.
LuckyDreams Casino - Player’s withdrawals have been canceled.
Closed
Our verdict
Unjustified complaint
Amount: €8,000
LuckyDreams Casino
Safety Index:Above averageCase summary
Discussion
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3 months ago
Translation
I would like to file a complaint regarding the cancellation of my withdrawals and the invalidation of my winnings at Luckydreams.
I deposited €50, activated a 75% bonus, and won a total of €8,000. I requested four withdrawals of €2,000 each. All withdrawals were canceled on the grounds that I exceeded the €5 maximum bet rule during the bonus period.
However:
• At no point was I shown that my balance was still tied to a bonus.
• No warning or restriction appeared for bets over 5 EUR.
• The system allowed normal gameplay and withdrawals without displaying an active bonus.
• Only after the win and an attempt at withdrawal was the bonus rule suddenly enforced.
This gives the impression that the casino only checks the bonus rules AFTER a player has won a significant amount, which is unfair and misleading.
I request support to either receive my profits or find a fair solution.
The casino should provide time-stamped logs proving that the bonus was active during the alleged violations, as well as an explanation as to why no warnings or restrictions were displayed on the platform.
Thank you for your support.
Translated with DeepL.com (free version)
Automatic translation:
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3 months ago
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3 months ago
Dear xjibbit,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this:
Unless otherwise specified in the individual Promotion Terms and Conditions, the maximum bet allowed to be placed whilst a bonus is in its active wagering requirement phase is 5 USD/EUR/CHF/USDT/USDC, 8 AUD/CAD/NZD, 50 NOK, 100 ZAR, 500 INR. This includes any bet placed whilst the bonus wagering conditions have not yet been completed, and applies to all free bonuses, deposit bonuses, free spins winnings and loyalty scheme bonuses. The maximum bet allowed whilst wagering towards an active bonus with cryptocurrency will be the equivalent of 5 USD at the exchange rate average on the day of the bets. Maximum bet limit includes bet doubling after a game round has been completed as well as bonus rounds (purchased within the game).
Our position is closely explained in the Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.
However, if you feel like you have been accused mistakenly, please request the casino via email to send you the gaming history in Excel format, together with a link to the specific bonus that you redeemed and played. My email address is veronika.f@casino.guru.
If there is any other relevant communication between you and the casino, please send it as well.
Thank you in advance for your reply.
Best regards,
Veronika
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2 months ago
TranslationHey Veronika,
I requested and received a statement of my recent bets from the casino. I noticed that the only times I exceeded the maximum bet of €5 were bonus buys. These are counted as total bets in the overview, not as the actual stake. When I inquired, the casino informed me that this is clearly defined in the bonus terms and conditions.
"The maximum permitted stake when wagering an active bonus with cryptocurrency is $5 USD at the average exchange rate on the day of the bet. This stake limit also applies to doubling stakes after the completion of a game round, as well as to bonus rounds (purchased in-game)."
Since the actual stake was a maximum of €5, the wording in the terms and conditions is misleading. The fact that my stake never exceeded €5 and the casino is relying on this vague statement makes me feel quite cheated.
I hope you understand my point. Feel free to contact me if you have any further questions.
Best regards
Paul
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2 months ago
Dear xjibbit,
Thank you for your follow-up message and for providing additional clarification.
After reviewing the information available, including the bonus terms and conditions you quoted yourself, we must conclude that the casino acted in accordance with its rules.
The bonus terms clearly state that the maximum permitted stake while wagering an active bonus also applies to bonus rounds purchased within the game (bonus buys). This means that the total cost of the bonus buy, not only the base spin value, is considered the stake for the purpose of the maximum bet rule. As confirmed by the casino, these bets exceeded the allowed €5 limit during an active bonus wagering period. For these reasons, this complaint will be rejected as unjustified.
Thank you for your understanding.
Best regards,
Veronika
