LuckyDreams Casino - Pelaajan pyyntöä tilin sulkemisesta ei ole huomioitu.

Even after four requests to block my account due to repeated manipulation, the casino did not comply with my request. As a result, another CHF 3,000 was lost. Am I entitled to a refund? In the screenshot, you can see the rejection of my request for a block:

Auch nach 4 Aufforderungen, meinen Account aufgrund mehrmaliger Manipulationen zu sperren, ist das Casino meinem Anliegen nicht nachgekommen. Daraufhin wurden weitere 3000 CHF verspielt. Habe ich das Recht auf eine Rückvergütung? Im Screenshot sehen Sie die Ablehnung meiner Forderung einer Sperre:

Dear thomasbeschwerde,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

I've requested multiple times that my account be blocked! Here's just one example: Even after repeated requests, my account wasn't blocked. I cited the fact that their service is illegal in Switzerland as the reason.

After multiple "technical errors" while playing Immersive Roulette, my winnings totaling CHF 4,329 were not paid out. After complaining, I was told the case was under investigation. Despite daily follow-up, I still haven't received any results of the investigation eight days later (see second screenshot). Therefore, I wanted to ask if you could put some pressure on the casino, as I now believe the case is not being investigated at all. Since September 3, 2025, I have asked about 50 times whether there is any news.

Ich habe mehrfach darum gebeten, mein Konto zu sperren! Hier nur ein Beispiel: Auch nach mehrmaliger Aufforderung wurde mein Konto nicht gesperrt. Als Grund habe ich den Fakt erwähnt, dass ihr Service in der Schweiz nicht legal ist.

nach mehrfachen „technischen Fehlern" beim Spiel immersive Roulette wurden mir Gewinne im Wert von 4329 chf nicht ausbezahlt. Nach einer Beschwerde wurde mir erklärt, dass der Fall untersucht wird. Trotz täglichem Nachhaken habe ich auch 8 Tage später noch keine Ergebnisse der Untersuchungen erfahren (siehe 2. Screenshot). Daher wollte ich fragen, ob Sie etwas Druck auf das Casino ausüben könnten, da ich mittlerweile davon ausgehe, dass der Fall überhaupt nicht untersucht wird/wurde. Seit dem 3.9.2025 habe ich ca. 50 mal nachgefragt, ob es mittlerweile Neuigkeiten gibt.

Update:

It has been 10 days now that I have been waiting for a result of their "investigation". The casino still owes me 4329 CHF of winnings, that have never been paid out.

Please stay away from this website. Their standard AI answer is: 

I have video proof that 4329 CHF have not been paid out. Please donate your money to charity instead of playing at this casino. Once deposited you will 100% never see your money again.

Thank you for your responses. Unfortunately, we at Casino Guru don’t deal with complaints related to licensing regulations and policies. We are an independent online casino database that acts as a mediator in resolving players’ disputes. We have no authority to enforce the legality of the rules. I can only recommend that you do better research next time and play only in the casinos licensed in Switzerland.

Regarding your winnings from Roulette that have not been credited to you, could you please provide me with more information? Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the technical errors, along with any relevant communication to veronika.f@casino.guru? Have you stopped playing right after you found out about the game glitches?

Dear thomasbeschwerde,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.