LuckyDreams Casino - Player’s withdrawals have been confiscated.

Lucky Dreams refused and voided my withdrawals totaling approximately CAD 21,000. The casino says this was because I allegedly breached an 8 CAD maximum-bet rule while a bonus was active.

I dispute this explanation. I did not knowingly activate or play with bonus money or free spins when the disputed winnings were generated. My understanding was that I was playing with deposited real-money funds.

Before the significant win, I was betting approximately CAD 2 per spin. I have contemporaneous evidence showing a CA$2.00 bet associated with a CA$20,538.00 win. The casino has nevertheless relied on certain CAD 20 and CAD 30 transactions as evidence of a maximum-bet violation.

I have asked Lucky Dreams to provide the account-specific evidence showing when the alleged bonus was activated, which deposit triggered it, whether the disputed wagers were made with bonus or real-money funds, the exact wager/session records relied upon, and how the casino calculated the confiscation. I have not received a satisfactory explanation supported by the complete underlying records.

The disputed withdrawals were approximately CAD 6,000 + CAD 6,000 + CAD 6,000 + CAD 3,000, totaling CAD 21,000.

Lucky Dreams has treated its decision as final despite my requests for clarification and supporting records. I have also attempted to escalate the matter through the ADR/regulatory channels.

I am asking Casino Guru to independently review the evidence and, in particular, determine whether the alleged bonus was actually active during the disputed play, what the CAD 20/CAD 30 transactions represent, whether they were bonus or real-money wagers, and whether the casino's confiscation of approximately CAD 21,000 is supported by the underlying account and game records.

I can provide the casino's correspondence, withdrawal records, screenshots, DSAR/account records, and other

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Dear Lancelot23,

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:

5.7 The Company may apply maximum stake limits, maximum win limits per bet, and/or market-specific limits at its sole discretion. Such limits may differ from general withdrawal or profit limits set out in these Terms.

Our position is closely explained in 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, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is attila.g@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,

Karla M.