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Dear Ladies and Gentlemen,

Thank you for working on my case.

I hope you can help me.

Sehr geehrte Damen und Herren,

Danke dass Sie meinen Fall bearbeiten.

Ich hoffe Sie können mir weiterhelfen.

Hello Autopsiexxl,

Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with Lucky Dreams Casino. Please allow me to ask you a few more question before we would move forward.

Are you able to access your betting history? Did the casino specifically mention the reason of the balance void? Did you ever make any deposit into the casino and is your account verified?

Also please send any relevant evidence or communication with the casino to nikolas.b@casino.guru.

Looking forward to your answer and I hope we will be able to help you resolve it.

Regards,

Nick

Dear Ladies and Gentlemen,

I responded to your question by email.

If you have any questions, I am at your disposal.

Sehr geehrte Damen und Herren,

Ich habe per Mail auf Ihrer Frage geantwortet.

Falls Sie noch Fragen haben, stehe ich Ihnen zur Verfügung.

If the email didn't arrive ...

Here again briefly to your questions:

Yes i can log in,

Yes I have access to my history

No, I haven't made a deposit in this casino yet,

Yes, I have submitted documents but have not yet been verified by the casino,

Yes the reason was called that

I forwarded the screenshot with the rejected payment to the email mentioned.

If you have any questions, you can contact me at any time.

Falls die Email nicht angekommen ist...

Hier nochmal kurz zu Ihren Fragen:

Ja ich kann mich Einloggen,

Ja ich habe Zugriff auf meine Historie,

Nein ich habe in diesem Casino noch nicht Eingezahlt,

Ja ich habe Dokumente eingereicht bin aber vom Casino noch nicht Verifiziert,

Ja der Grund wurde so genannt,

Screenshot mit der Abgelehnten Auszahlung habe ich an die genannte Email weitergeleitet.

Falls Sie noch Fragen haben können Sie mich jederzeit kontaktieren.

Dear Autopsiexxl,

Thank you very much for the e-mails. The verification is the most likely reason of the rejected withdrawals. However, if you requested for it about a week ago, I would recommend you to wait only. It usually takes up to 14 days for the first withdrawal to be processed as the verification may take up some time.

You also mentioned that they said you have breached the terms - could you specify that? Did they say what term?

Dear Ladies and Gentlemen,

It has little to do with verification

According to the terms and conditions, you can only bid € 5.

But in the game I have and could buy free spins. This was given as a reason for rejection.

I don't understand why you don't switch off the option in such games, in other casinos it is also the case, I find that misleading and incorrect.

You play and even win, until the time of the payout, then everything is canceled.

Even if I bought free spins for an assumed € 50, the round stake is € 0.50 where is the point. That is what I call misleading methods.

Mfg Hans-Werner Schneider-Lauer

Sehr geehrte Damen und Herren,

Mit der Verifizierung hat es wenig zu tun,

Laut AGB darf man nur 5 € bieten.

Aber im Spiel habe und konnte ich mir freispiele kaufen. Dieses wurde genannt als Grund zur Ablehnung.

Ich verstehe nicht wieso man bei solchen Spielen nicht die Option ausschalten, in anderen Casinos ist es auch so,ich finde dass Irreführend und nicht richtig.

Man Spielt und gewinnt sogar, bis zu dem Zeitpunkt der Auszahlung dann wird alles Storniert.

Selbst wenn ich mir für angenommen 50€ freispiele gekauft habe, ist der runden Einsatz 0,50€ wo liegt da der Sinn. Irreführende Methoden nenne ich daß.

Mfg Hans-Werner Schneider-Lauer

Dear Autopsiexxl,

I've checked the casino bonus terms and found this:

"Any issued bonuses are by default limited to a maximum bet during wagering: 5 EUR/USD; 8 CAD/AUD; 8 NZD; 50 NOK, 430 RUB, 440 INR; 85 ZAR; 20 PLN; 0.000095 BTC; 5 USDT unless otherwise specified. Max bet limit includes bets doubling after a game round has been completed as well as bonus rounds (purchased within the game)."

It would be a different case if they wouldn't mention purchases within the game but as they clearly have it in their terms, there isn't anything we are able to do with it. I'm really sorry that we are not able to help you out with this case. Is there anything else we can assist you or anything that would change this case? If not, we will be forced to close the complaint.

Regards,

Nick

The complaint will be now rejected for the above mentioned reason.