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

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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.

Dear Karla,

Thank you for reviewing my complaint and for giving me the opportunity to provide the game history and further evidence.

I understand Casino Guru's position regarding maximum-bet rules. My dispute is not that a casino can never have a maximum-bet rule. My dispute is that Lucky Dreams has accused me of violating a bonus maximum-bet rule when I maintain that I did not activate, redeem, or play with the 7-Day Rewards bonus they are relying on.

I would therefore like to clarify the central issue in my case.

I played using my deposited funds. I did not intentionally activate or accept a bonus before or during the play that generated the disputed balance.

I remember that I initially played with approximately CAD $2 bets and reached approximately CAD $20,000. After reaching that amount, I increased my bet size while continuing to play. I ultimately stopped playing and requested withdrawals because I did not want to risk losing the balance.

I am not denying that some larger bets appear in the game history. What I dispute is Lucky Dreams' conclusion that those bets were made while I was wagering an active bonus.

In particular, Lucky Dreams has referred to CAD $20 and CAD $30 entries in the game history as evidence of a bonus-rule violation. However, the existence of a CAD $20 or CAD $30 entry does not, by itself, establish that I had an active bonus or that the wager was made using bonus funds.

I therefore respectfully ask that the following evidence be considered:

The exact record showing when I supposedly activated or redeemed the 7-Day Rewards bonus.

The exact date and time of the alleged bonus activation.

The amount of bonus funds credited to my account and the corresponding bonus transaction ID.

The account balance/fund type immediately before and after the disputed wagers, showing whether the wagers were made from real-money deposited funds or bonus funds.

The complete game history for the relevant session, rather than only selected wager entries.

The calculation showing how Lucky Dreams determined that the CAD $20/CAD $30 wagers were subject to the bonus maximum-bet restriction.

The specific bonus terms that Lucky Dreams says applied to my account at the exact time the disputed wagers were made.

I also want to point out that I specifically remember placing several CAD $30 bets before the later bonus-spin/game event that Lucky Dreams has referred to. This is another reason why I believe the chronological game history and account-balance information are important in determining whether a bonus was actually active.

I am attaching/providing my available game-history and DSAR material, together with the relevant communications from Lucky Dreams.

I would appreciate it if the complaint could therefore focus on the factual question:

Was an active bonus actually present on my account and being wagered at the time of the disputed CAD $20/CAD $30 bets, and can Lucky Dreams provide objective account records proving this?

If Lucky Dreams can provide such records, I am happy for them to be examined. If they cannot, I respectfully ask that the accusation of a bonus maximum-bet violation be reconsidered.

Thank you for taking the time to review the evidence.

Kind regards,

Lancelot23

Here is the screen shot that i have win 20000 and you can see that my bet is 2 dollars..

Hi

I just want to follow up my case if theres anything you need from my side pls let me know.

Kindly regards

Lancelot23

Dear Lancelot23,

Thank you for the additional information.

Could you please provide your complete betting/game log for the relevant game session, particularly the period before and after the C$20,538 win? We would like to review the individual bet amounts and the chronological order of your gameplay.

If possible, please attach the game history directly to this complaint thread.

Thank you very much for your cooperation.

Karla M.

Thank you for giving me the opportunity to clarify the chronology of my gameplay.

I want to make clear that I do not dispute that C$20 and C$30 bet entries may appear in the game records. My dispute is when those bets happened and whether a bonus was actually active at that time.

Before I won the C$20,538, I was playing with my deposited money. I did not activate, accept, or use the 7-Day Rewards bonus or any other bonus. My winning game shows a C$2.00 bet and a C$20,538.00 win. The screenshot also identifies the game/session reference.

After I won the C$20,538, I increased my bet to C$20 and C$30 only a couple of times. I did not win again with those larger bets. I then stopped playing because I was losing and proceeded to withdraw my balance.

At no point during my play did I receive a message or notification telling me that I was playing with bonus funds, that a bonus was active, or that the C$8 maximum-bet restriction applied to my account. I was only told about the alleged C$8 violation after several days, when Lucky Dreams completed its security/IT check.

After that check, Lucky Dreams told me that IT had determined that I had breached the rules and they confiscated my balance/winnings. I then received an email saying that my withdrawal was unsuccessful. When I checked my withdrawal history, the withdrawal transaction was no longer there.

The total amount I attempted to withdraw was approximately C$21,000, split into four withdrawals because I could not withdraw the entire amount in one transaction:

C$6,000

C$6,000

C$6,000

C$3,000

Lucky Dreams later credited C$150 to my account, but I could not withdraw that amount.

I also asked Lucky Dreams to provide evidence showing that the bonus was actually activated on my account, including the bonus activation record, bonus ID, bonus balance/ledger, and account-specific information connecting the alleged bonus to the disputed C$20/C$30 bets. I was not provided with that account-specific evidence. Instead, I was referred to the general Bonus Terms and Conditions, and the chat was then closed.

I therefore respectfully ask Casino Guru to focus on the chronological betting/game log and establish:

The exact timestamp of the C$20,538 win.

The exact timestamps and bet IDs for the C$20 and C$30 bets.

Whether those C$20/C$30 bets occurred after the C$20,538 win.

What balance/funds were used for those particular bets.

Whether a 7-Day Rewards bonus was actually activated on my account before the C$20,538 win.

If Lucky Dreams says a bonus was active, the exact account-specific record showing its activation, bonus amount, activation time, wagering status, and connection to the disputed bets.

A complete calculation showing how Lucky Dreams arrived at the amount confiscated and whether any of my deposited funds were included.

I believe this distinction is important because the existence of a C$20 or C$30 entry by itself does not establish that I was playing with bonus funds or that a bonus was active when I won the C$20,538.

I am happy for Casino Guru to review the complete game history and chronological records. I am asking that Lucky Dreams provide the underlying account-specific records necessary to verify its allegation rather than relying only on the general Terms and Conditions.

I received another email from Lucky Dreams today, October 5, 2026, from Carlos, their VIP Account Manager.

The email says:

"I have checked your account and I can see that you have an unused balance waiting to be played and enjoyed! Hurry up before it expires!"

I am providing this only as additional evidence and I do not want to misrepresent what it means. The email does not state the amount of the balance or explain its source, so I cannot say that it proves my disputed CAD $21,000 was returned.

I also have not played or used the account balance because my dispute is still unresolved and I want to preserve the account/game records as they currently are.

I am attaching/saving the email for your review. I would appreciate it if this could be added to my complaint record and considered together with the previous evidence.

I have additional evidence that I believe is relevant to the question of whether a bonus was actually active during my disputed gameplay on August 31.

When I checked my Lucky Dreams account, I found a current "7-Day Rewards" bonus showing CAD 150, with "0 / 6,000 CAD wagered" and a 40x wagering requirement.

However, I checked my bonus history and there is no corresponding historical entry showing when this CAD 150 bonus was activated, credited, or accepted. I have not accepted or played this bonus, and I am deliberately not touching it while this dispute is ongoing.

This is important because Lucky Dreams is relying on the maximum-bet rule for an active bonus to justify voiding my winnings. Their own Bonus Terms state that the CAD 8 maximum bet applies while a bonus is in its active wagering requirement phase, and that the bonus is normally valid for 7 days from the moment the funds are credited.

Therefore, I respectfully ask Lucky Dreams to provide the actual historical evidence showing:

The exact name/ID of the bonus they claim was active during my August 31 gameplay.

The exact date and UTC timestamp when that bonus was activated or credited.

The exact deposit or action that triggered/activated it.

The bonus balance and wagering balance at the time of my disputed bets.

The complete bonus transaction/history record for August 31.

Evidence showing that the CAD 20 and CAD 30 bets occurred while that specific bonus was actually active and subject to its maximum-bet restriction.

The current CAD 150 "7-Day Rewards" screen should not be treated as proof that a bonus was active during my August 31 session, particularly because it currently shows 0 / 6,000 wagered and I cannot find this bonus in my bonus history.

I also want to emphasize that I have not accepted, wagered, or otherwise used this CAD 150 bonus since discovering it. I am preserving the account state as evidence.

My dispute is therefore still specifically about whether a qualifying bonus was active during the gameplay from which my approximately CAD 20,000 winnings arose, and whether Lucky Dreams can prove that fact from its contemporaneous records.

Dear Casino Guru Team,

I would like to provide an important clarification regarding the game history you asked me to provide.

I have checked my Lucky Dreams account, but the history that is currently available to me only goes back to September 2, 2026. The disputed gameplay occurred on August 31, 2026, which is the exact period Lucky Dreams is relying on to justify the confiscation of my balance.

Therefore, I cannot independently retrieve the complete August 31 game history from my account.

Lucky Dreams has provided selected records and specifically referred to a C$20 bet on August 31, 2026 at 14:30:40 as an alleged violation of the 7-Day Rewards maximum-bet rule. However, I believe the complete chronological records are necessary to properly understand what happened.

I would therefore respectfully ask Casino Guru to request from Lucky Dreams the complete and unaltered records for the relevant period, particularly from August 9 through September 2, 2026, including:

The exact date and time the 7-Day Rewards bonus was added, activated, or otherwise applied to my account.

The bonus amount and the account transaction showing when it was credited.

The exact wagering status and wagering progress of the bonus at the time of the August 31 gameplay.

The complete chronological game/betting history surrounding my approximately C$20,538 win, including the bets immediately before and after the win.

The complete records for the C$20 and C$30 bets that Lucky Dreams says constituted violations.

The records showing how Lucky Dreams determined that these bets were made while the 7-Day Rewards bonus was active and subject to the C$8 maximum-bet rule.

The calculation showing how the alleged violations resulted in the confiscation/correction of approximately C$21,000 from my balance.

I also want to clarify an important point about the bonus.

I received an email from Lucky Dreams dated August 9 stating: "Your 7-Day Rewards have been added to your account." I did not knowingly activate or use this bonus for the gameplay that produced my major win. I am not denying that Lucky Dreams sent me the reward; my dispute is whether the bonus was actually active and applicable to the specific funds and gameplay that Lucky Dreams is relying upon.

My understanding is that the major win of approximately C$20,538 came from a C$2 bet. The C$20/C$30 bets being relied upon by Lucky Dreams occurred later. I acknowledge that those C$20/C$30 entries appear in the records, but I dispute the interpretation that they establish that the bonus was active and being wagered at that time.

I also received an earlier withdrawal email from Lucky Dreams stating that my withdrawal was declined because "further action" was required and that the funds had been returned to my casino balance. At that stage, the email did not state that my balance had been confiscated because of a bonus violation.

Because the August 31 history is no longer available for me to retrieve directly from my account, I believe the complete underlying records held by Lucky Dreams are particularly important for a fair assessment of this complaint.

I am not asking Casino Guru to simply accept my version of events. I am asking that the complete records be reviewed so that the exact chronology of the bonus, my deposits, my gameplay, my C$20,538 win, the later C$20/C$30 bets, and the withdrawal can be established objectively.

Thank you for reviewing this additional information. I remain willing to provide any records that are available to me and I respectfully ask that Lucky Dreams be requested to provide the complete records for the relevant period.

Kind regards,

Lancelot23

Dear Lancelot23,

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 V, (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,

Karla Mayfly

Hello Lancelot23,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I would like to request the presence of a representative from the casino in this conversation.

Dear LuckyDreams Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Dear Michal,

Following a review of the player's gameplay, we identified multiple violations of our Terms and Conditions, specifically bets exceeding the maximum permitted stake of CAD 8 while the bonus was still in its active wagering phase.

Our investigation confirmed that the player placed 219 bets exceeding the permitted limit, with stakes ranging from CAD 20 to CAD 30.

As a result of these clear violations, the winnings of CAD 21,000 were confiscated in accordance with the applicable bonus Terms and Conditions, which clearly state:

"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."

"Failure to follow this condition may result in forfeiting the bonus and any winnings accumulated from the moment the bonus was activated."

The player has also been provided with their betting history, allowing them to independently review and verify the violations.

Given the clear evidence of the breaches, we maintain that the decision to confiscate the winnings was justified and in line with our Terms and Conditions.

Kind regards,

LuckyDreams Casino Team

Dear Michal,

Thank you for continuing to review my complaint.

I acknowledge LuckyDreams Casino's response. However, I respectfully dispute that its explanation establishes that the confiscation of CAD $21,000 was justified.

The casino states that I placed 219 bets exceeding CAD $8 while a bonus was in its active wagering phase. I ask that this claim be verified against the complete account and game records, including the specific bonus allegedly active at the time.

Please ask LuckyDreams to provide or identify the following evidence:

Bonus activation: The exact bonus involved, its activation date and time, the account record showing how it was activated or applied, and the wagering status during the relevant game rounds.

The 219 alleged bets: A complete, itemized list showing each bet's date and time, game and round ID, stake, result, and corresponding account balance.

Bonus and cash balances: Records showing whether each disputed bet was funded by cash balance, bonus balance, or a combination, and how the casino determined that the maximum-bet restriction applied.

Calculation of the confiscation: A clear explanation of how the alleged violations resulted in CAD $21,000 being confiscated, including the treatment of my deposits and any remaining cash balance.

Complete relevant history: The original account and bonus records covering the relevant dates, including August 2026, so the sequence of events can be independently checked.

I understand that the casino has quoted its maximum-bet rule. My concern is whether the casino has demonstrated that the relevant bonus was active and that the restriction applied to the disputed play, as well as how the alleged violations justify the full amount withheld.

I have previously explained that I did not knowingly activate or use a bonus for the disputed gameplay. I also received a promotional email stating that 7-Day Rewards had been added to my account. I am not asking Casino Guru to disregard that email; I am asking for the underlying account records to clarify what actually happened and whether the bonus was active during the relevant bets.

I also ask that the withdrawal records be reviewed, including the status and handling of my attempted withdrawals and the funds involved.

I respectfully request that Casino Guru assess the underlying evidence rather than relying solely on the casino's conclusion that its decision was justified.

Thank you for your time and assistance.

Kind regards,

Lancelot23

Dear LuckyDreams Casino,

Thank you for your response. To assess whether the confiscation was justified, I need the account-specific records supporting your finding of 219 bets above the CAD 8 limit.

Please provide:

1. The relevant bonus record, showing its identity, crediting and activation timestamps, how it was accepted or applied, and its wagering status during the disputed gameplay, together with the applicable bonus terms.
2. The chronological gameplay and balance ledger covering the CAD 20,538 win and the 219 alleged breaches, identifying timestamps, round IDs, stakes, results, cash/bonus balances and wagering progress.
3. The forfeiture calculation explaining how these records support removing CAD 21,000, including the treatment of deposited funds.

The screenshot of a CAD 2 stake does not settle whether later bets breached an active bonus restriction. However, the larger stakes alone do not establish that the restriction applied. Please send the records privately to michal.v@casino.guru.

Dear Michal,

We will provide you with the requested data shortly.

Regards.

Dear LuckyDreams Casino,

We are waiting to hear from you.

Hi michal did lucky dreams sent you there response privately?if they have there evidence its easy to send it why they make it longer?

Dear Michal,

Thank you for your continued assistance with my complaint against Lucky Dreams Casino (Complaint #232245).

I am writing to respectfully request that you set a clear and firm deadline for Lucky Dreams to submit the specific account records and evidence you requested regarding the confiscation of my CAD $21,000.

Lucky Dreams previously stated that it would provide the requested data shortly. However, based on the latest public updates, the requested information has still not been provided, and Casino Guru is continuing to wait for the casino's response.

This delay is causing me considerable concern and frustration. A substantial amount of money is at stake, and I have been waiting for a proper review of my case. I believe the casino has had a reasonable opportunity to respond to the specific questions raised.

I respectfully ask that you:

Set a clear deadline for Lucky Dreams to submit the requested evidence.

Inform the casino that its response should include the bonus activation and wagering records, the chronological gameplay and balance ledger supporting the alleged 219 maximum-bet violations, and a detailed calculation explaining the confiscation of my CAD $21,000.

If the casino fails to provide the requested evidence by the deadline, consider proceeding with your assessment based on the information and evidence available, and explain what further steps can be taken in my complaint.

I understand that Casino Guru may not have the authority to force the casino to pay me. Nevertheless, I sincerely hope the complaint can move forward fairly and without indefinite delays.

I am not asking for special treatment. I am simply asking for a timely, evidence-based review and a clear next step if the casino continues not to provide the requested records.

Thank you for your time and continued assistance. I look forward to your response.

Kind regards,

Lancelot23

Complaint #232245

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Michal,

Kindly note that we have provided you with the requested data via email on the 22nd of October.

Dear Michal,

I have seen LuckyDreams Casino’s latest public response stating that they provided the requested data to you by email on October 22, 2026.

Could you please confirm whether you received their documents and whether they adequately address the specific questions you raised regarding my complaint?

My dispute concerns approximately CAD 21,000 that was confiscated, including my claim that I was playing with my deposited funds and did not knowingly activate or use a bonus.

I respectfully ask that the casino’s evidence be carefully examined, particularly:

The exact bonus allegedly activated on my account, including its activation and acceptance records.

The complete game history and transaction records supporting the alleged 219 maximum-bet violations.

The balance ledger and a clear calculation explaining how the casino justified confiscating my funds.

If the casino has now submitted its evidence, could you please advise me of the next steps and when I can reasonably expect an update on the investigation?

This complaint has been ongoing for a considerable time, and I am very concerned about the substantial amount of money involved. I would greatly appreciate a clear update on the status of my case.

Thank you for your time and assistance.

Kind regards,

LuckyDreams complainant

Dear Michal,

I am writing to express my serious concern regarding the continued delay in resolving my complaint against LuckyDreams Casino.

The casino was given additional time to respond to your requests for evidence and clarification. However, despite the extensions, I have not received a meaningful update or explanation regarding the current status of my case.

LuckyDreams stated on October 28 that it had provided the requested information by email on October 22. I would therefore appreciate confirmation of the following:

Have you received the casino's email and all the requested evidence?

Has the evidence been reviewed, particularly the alleged bonus activation and the 219 bets exceeding the maximum permitted bet?

Has LuckyDreams provided proof showing when and how I activated or accepted the alleged bonus?

Has the casino provided a complete account balance and transaction history explaining the confiscation of approximately CAD 21,000?

When can I expect your assessment and the next decision regarding this complaint?

I respectfully request a clear and final timeline for the casino's response and your assessment. I do not believe that repeated extensions without substantive progress are reasonable.

This dispute involves approximately CAD 21,000, including funds that I deposited. I have cooperated throughout this process and provided the evidence available to me.

I am not asking Casino Guru to automatically take my side. I am asking for a fair and transparent examination of the evidence and a clear explanation of the outcome.

If LuckyDreams has failed to provide the requested evidence, I respectfully ask that this be taken into account when classifying the complaint.

Thank you for your attention. I sincerely hope this matter will finally move toward a meaningful resolution.

Kind regards,

Player – Complaint #232245

Dear LuckyDreams Casino,

Thank you for the email and attached gameplay history. I have reviewed the records and need one remaining point clarified before completing my assessment: how the CAD 150 "7-Day Rewards" bonus was activated and accepted.

The spreadsheet links the major win and repeated higher stakes to this bonus. However, the player specifically disputes knowingly accepting it. Please provide the original bonus record showing the crediting and activation timestamps, the acceptance action or automatic-crediting mechanism, and how the applicable conditions were presented.

Please also clarify the stated count of 219 breaches, as I counted 220 over-limit entries carrying the bonus label, including the wager crossing the CAD 6,000 total.

Please send the supporting records privately to michal.v@casino.guru. Thank you for your cooperation.

Dear Lancelot23,

I can confirm that I received the casino’s email and attached gameplay records, and I have now reviewed them. Before completing my assessment, I need further clarification regarding how the disputed bonus was activated and how its conditions were presented to you.

I acknowledge your concerns about the delays and the substantial amount involved. Your arguments, including those concerning bonus acceptance and the treatment of your deposited funds, are being taken into consideration.

I will update you once I can provide a supported conclusion. No further action is required from you at this stage. Thank you for your continued patience.