LuckyDreams Casino - Pelaajan tili on suljettu ja voitot takavarikoitu.

i have opened an account with LuckyDreams and was a VIP Member, my account was fully verified, i also have withdrawal winnings from luckydreams until one day i had a withdrawal request of $6000 and i wanted to ask customer support that would the timeframe be the same as first time for me to receive the withdrawal because as i have mentioned i have requested a withdraw before and did receive it so that means i am verified, a guy called Dean which was the person im chatting with blocked my account without my authority and for no reason this is approxmantly 30 days ago, ever since then i have provided lucky dreams with every possible document that i have for my 6k withdrawal and through the whole process lucky dreams was only delaying and making my life hell for no reason, after the 30 days they said withdrawal has been accepted and refunded but the deducted my $6000 and they refunded what i deposited !! this is very infair IM SEEKING JUSTICE AND HELP PLEASE as luckydreams has disabled my account and took my winnings for totally no reason, please help me.

thank you

Dear noahabdo,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re facing. To better understand your situation and determine how we can assist, could you please provide more details by answering the following questions?

• Which games did you play to accumulate your $6,000 winnings?
• Were these winnings earned with or without an active bonus?
• Has customer support specified which terms or rules were allegedly violated, leading to your account closure and fund confiscation?
• Were you asked to submit any additional identity verification documents before your most recent withdrawal request?

I appreciate your cooperation and hope we can help resolve this issue as soon as possible. Looking forward to your response.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Dear Veronika,

Thank you for your prompt response and for looking into my complaint.

Regarding your questions:

The game I primarily played to accumulate the $6,000 winnings was Doggwoof.

These winnings were earned without an active bonus.

Customer support has not specified which terms or rules were allegedly violated, leading to my account closure and fund confiscation. This lack of clarity is very concerning.

I have already submitted all the identity verification documents requested in the past. Furthermore, I have reached VIP level on your platform, which I believe further demonstrates my commitment as a player. I was not asked to submit any additional documents before my most recent withdrawal request.

I am reaching out to you with urgency as this $6,000 represents a significant amount of money for me and has unfortunately put me and my family into debt. I would be incredibly grateful if you could urgently investigate this matter and help resolve this issue as soon as possible.

Thank you again for your time and assistance.

Best regards,

Noahabdo

Thank you very much, noahabdo, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

thank you so much for your help I appreciate it.

Hello noahabdo,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and just so you know, the casinos have the authority to close any player accounts at their discretion, however, it is important that all financial obligations are settled beforehand as long as there have been no rule violations.

I will contact the casino to shed more light on this matter.

We would like to invite LuckyDreams Casino to join the conversation.

Dear LuckyDreams Casino,

I would appreciate it if you could clarify the reasons behind the closure of the player's account and not processing the player's winnings. When will the player winnings be disbursed from your side? If the situation is more complex than it currently appears, I would be grateful for your clarification. Additionally, if there are any details or factors influencing this matter that cannot be disclosed publicly, please send them to me at michal.k@casino.guru.

Hi Michal, thank you for reaching out I appreciate that and I hope ill be able to get my money back, I promise I have been treated the worst way a person could be ever treated,

I have reached to luckydreams support to ask when I would receive my $6000 after I made the withdraw request and I still had $4000 in the account because luckydreams only allows to withdraw up to $6000 the guy I was talking to his name was Dean and he was treating me very rude and I really didn't know why he asked me a question that I had no idea what it meant but it sounded like he was asking me if this is the only site I play at so I said yes he straight away told me for your safety im closing your account and he canceled my withdraw request and wouldn't let me talk or listen to me, ever since for more than 2 months luckydreams had requested more documents than I ever provided to anybody and I have sent it all ! they kept on asking for the same details over and over to delay my process and after everything they make me go through they tell me all I get is $100. please I need help

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.

Hi,

Thank you for your patience.

After reviewing this case in depth, We'd like to provide some context and clarification to ensure transparency, while also maintaining the privacy of the customer involved.

The winnings under discussion originated entirely from a free bonus, not from the customer’s own deposited funds.

This bonus was issued automatically as part of our Weekly Money Club promotion, based on deposit activity from the preceding week.

During standard verification procedures, it was discovered that some of the deposits contributing to bonus eligibility were made using payment methods not registered to the account holder, which constitutes a breach of our site’s Terms and Conditions.

As such, the winnings were initially voided in full.

That said, following a comprehensive reassessment—and recognizing that our support communication may not have provided the clearest guidance at the time—we have taken into account that the customer also made valid deposits using their own payment method.

As a gesture of goodwill, and in line with our bonus terms for active depositors receiving no-deposit offers, we have reached out directly to offer a reinstated win of 5,000 AUD, which is the maximum permitted payout for this type of bonus in accordance with its bonus terms and conditions.

The customer has been informed of this outcome by email, along with the next steps required to process the refund to the appropriate payment methods.

Completion of the process is pending the submission of some final documentation.

To clarify further:

• The account holder was on a temporary complimentary 30-day VIP trial and had not achieved permanent VIP status.
• The closure of the account was unrelated to the bonus issue and was instead a proactive measure following certain statements made during support interactions regarding responsible gaming.

We hope this clears up any misunderstandings and highlights our intention to handle such matters fairly, responsibly, and with due consideration of all relevant factors.

Best regards

The LuckyDreams Team

Dear The LuckyDreams Team,

Thank you for your response and clarification.

I acknowledge that LuckyDreams reached out to me, and I confirm that I promptly sent all the required documentation and more.

However, I must emphasize that LuckyDreams never explicitly informed me that making a deposit from my wife's account was against your terms and conditions. Had I been aware of this, I would not have proceeded with the transaction. It seems contradictory that the platform accepted the deposits if they were indeed in violation of your policies.

My primary concern remains the closure of my account, which I believe was handled unfairly and has led to the current complications. As a genuine player on your platform with VIP status, I request that the account closure be thoroughly investigated and my account be reopened.

I look forward to your prompt action in resolving this matter.

Thank you for your response and clarification of the circumstances, LuckyDreams Team.

I find your proposal regarding the offer to be fair.

Dear noahabdo,

As has been revealed, the decision to close your account was made according to the casino's rules. If you would read the casino terms and conditions, which you should actually do, as it is every player's responsibility to do so, you would easily find this:

This rule, or one quite similar, is commonly seen across nearly all online casinos, as it is a standard practice in the industry. Engaging in third-party payments is considered a significant violation of casino regulations. Although the casino team could have managed the situation more effectively right from the start, I feel that their proposal to refund you 5,000 AUD is, considering the circumstances, fair. However, if they decide to permanently close your account, this is fully within their right.

I hope this clarified the situation for you. Please let me know once you have received the agreed funds.

Hi Michal,

thank you for assistance in this, im happy to receive the $5000.

and regarding my account the outcome is really unfair but if you think that its their right to do so, I dont mind but ill say it again it is a very unfair decision and please I would like to be advised of when I will receive the funds thank you.

Dear noahabdo,

I can understand that my response was not one you had hoped for, and you, of course, still can have your own opinion on the casino's decision; however, it doesn't change the fact that you have violated the casino rules, and they are fully within their right to close your account. I'm glad the casino team has provided their offer, which, in my opinion, is a fair thing to do.

Dear LuckyDreams Team,

It seems that the player has submitted all the necessary documents. Could you kindly inform us of the timeline for the disbursement of the offered refund of 5,000 AUD to the player?

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.

Hi,

We’d like to provide a quick update regarding this case.

As of 30 April, a partial refund of 4,103.00 AUD was successfully processed as communicated to customer. The remaining balance of 897.00 AUD is pending, as we require a final piece of information to proceed with the transfer to the appropriate bank account.

We have reached out directly via email back then and are currently awaiting a response from the customer.

Kind regards

The LuckyDreams Team

Hi There, I have replied with all the required documents I did receive the 4,103.00 but unfortunately I still havnt received the rest.

id like to receive the rest of the amount to the same account and I would like to have my account reopened because that is causing not being able to sign up for any online casino which is not fair.

LUCKYDREAMS LETS YOU OPEN AN ACCOUNT IN A MINUTE !! MAKE A DEPOSIT IN A SECOND !! EVEN IF ACCOUNT IS NOT VERIFIED !! DEPOSIT WILL BE ACCEPTED EVEN IF USED A FAMILY MEMBER CARD OR A FREIND CARD IT WILL GET ACCEPTED! THEY ACCEPTS MONEY AS LONG AS YOUR LOOSING !! ONCE YOU WIN AND YOU TRY TO WITHDRAW OR YOUR ACCOUNT REACH VIP LEVEL THEIR SCUMY LAZY MANAGERS AND WORKERS WILL START MAKING YOUR LIFE HELL AND GET YOUR ACCOUNT CLOSED FOR NO REASON. AND HAVE YOU BANNED FROM HAVING TO OWN AN ACCOUNT ON 99% OF ONLINE CASINOS

Hi Everyone, I please need your attention on this I have been unable to sign up for most of the online casinos because of LuckyDreams and that is very unfair I please ask the authorities to look into this for me as my account has been closed unfairly and even tho why would they let 99% of online casinos prevent me from having an account I have lost so much money trying other online casinos once I open the account and make the deposit I get signed out and a message that Says your account is disabled after taking the money from my account and every time I try to talk to support to get this money back I get no where.

I really like to warn people about this so they don't fall into what I experienced from LuckyDreams and its associates because it is a really horrible experience and not everybody would react the same way some people might have their lives taken because of this it is not a joke!

I HOPE MY MESSAGE WILL BE SEEN AND REACHED TO OTHERS BECAUSE IF NOT THIS MEANS THAT THESE PEOPLE OWNS THIS GAME AND THEY DO WHATEVER THEY FEEL LIKE AND WER JUST VICTIMS OF THESE UNFAIR COWARDS.

Dear noahabdo,

I understand this situation is difficult for you. Unfortunately, due to a breach of the LuckyDreams Casino rules, they are justified in closing your account and denying you access to their services across all their casinos. All players are required to follow the casino rules, ultimately, you agree to the rules when you register your account. Nevertheless, I will inquire about the remaining funds that need to be paid to you.

Dear LuckyDreams Team,

Can you please let us know when the remaining funds will be disbursed to the player?

Hi,

We would like to confirm that the amount of 4,103 AUD was successfully processed on 30th April, as previously communicated, and should have been received by now by the player.

Additionally, the remaining balance of 897 AUD was processed today to the bank account details provided and confirmed by the customer in an email sent to our support team earlier.

Please note that this second payment may take up to 5 business days to reflect on the account balance, depending on the banking institution.

With the full amount now processed and communicated transparently, we consider this matter resolved.

We also wish to respectfully reiterate that the customer’s account will remain permanently closed, in line with our previous correspondence.

We thank both the CasinoGuru team and the player for their patience and cooperation throughout this process.

We sincerely wish the customer all the best going forward.

Kind regards,

The LuckyDreams Team

Thank you for your response, LuckyDreams Team.

Dear noahabdo,

Please let me know once you have received the remaining funds.

Dear noahabdo,

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.

Hi Michal, my apologies for the delay I have received the $4,103 and I have provided LuckyDreams with all the documents required I am still waiting on the rest of the amount as we still havnt received it.

Thank you for the update, noahabdo.

Dear LuckyDreams Team,

Could you kindly confirm the date when the 897 AUD was disbursed from your end? It has been over 5 business days since your last reply. I was anticipating that the player would have received the funds by now.

Hello Michal and noahabdo,

The transaction of 897 AUD has been processed on our end on May 23 to the account the player stated as for third party person. We kindly ask you to double-check, and if there are still no funds credited there - provide a bank statement from May 23 till now of that account to support@luckydreams.com, so we can investigate on our end.

Thank you!

Dear noahabdo,

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.

Dear noahabdo,

I am respectfully seeking your confirmation regarding the receipt of the funds. It is highly probable that you have received them by this time.

Hi Michal, and thank you so much for your patience, unfortunately I still have not received the rest of the funds, and as you may know when I received the first payment I did mention that I have received it, but the rest unfortunately still no where to be seen.

I would like to make another enquire as well as you may know I have advised so many times before that because of the closure of my account at LuckyDreams I am unable to obtain an account on nearly 99.9% of the online casinos therefore some of those casinos has let me obtain an accounts which I was happy to have then when I make a deposit they deduct the amount of the deposit then disable the account causing me to loose the account as well as the funds that was deducted from /my bank account and when I contact support they just keep dragging time and making my life harder and harder, I am truly suffering from this unfair decision that was taken from 1 unprofessional person that works at luckydreams and I am 100% confident and sure that luckydreams are aware of that but they just act like they are not. I believe that you have advised me before that this decision cannot be changed and I respect that but what about deducting my money then disabling the account do you think thats fair ?

i guess it doesnt get more clearer than that!!! Why wouldn’t a huge platform wana discuss the reasons of closure ill tell you why because they know for sure if its going to be investigated they might get shutdown !! Im seeking a fair hearing please

Dear noahabdo,

Thank you for your response. It is quite strange why the rest of the funds have still not reached you. Please forward the casino team your bank statement from May 23 till now for that account to support@luckydreams.com so they can investigate it and include my email michal.k@casino.guru, in the "Cc" so I can keep track.

Now, let me address your other inquiries to the best of my ability. While I cannot offer a definitive explanation due to the lack of complete information, but in general, if a player is found to have breached the rules in one casino, it is quite typical or "usual" for that player to be unwelcome in all other casinos within the same group or even in their affiliated or partnered casinos.

Moreover, it is crucial to keep in mind that the vast majority of online casinos operate as private entities, granting them the liberty to choose which customers they wish to serve. There is no entitlement for you, or any other player, to expect a particular casino to permit you to play there.

Additionally, any player account may be terminated solely at the discretion of the casino's administration at virtually any time, as long as all financial obligations have been met; the regulations regarding this can be found in nearly all online casinos.

However, if you were permitted to create an account, adhered to all the rules, and won fairly, the casino is expected to pay you your winnings or, at the very least, refund your deposits if it was found that you should not have been permitted to obtain an account there.

Regrettably, despite our efforts to thoroughly review all casinos, given the vast number of casinos available online, there may still be a significant number that do not adhere to standard fair practices. Unfortunately, it falls upon the player to investigate the reviews and ratings of each casino prior to engaging with them. It is quite reasonable to assume that if a casino has received poor ratings on multiple reputable platforms, there is a high likelihood that you may face some issues.

You are welcome to file another complaint regarding the casino you have issues with, and we will try our best to help.

Now, let us focus on resolving this case first. As I mentioned, forward the casino team your bank statement from May 23 till now for that account to support@luckydreams.com so they can investigate it and include my email michal.k@casino.guru, in the "Cc" so I can keep track.

Dear noahabdo,

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.

Dear noahabdo,

I have received confirmation from the casino team that both transactions have been processed and completed on their end.

Please verify with the individual to whom you requested the 897 AUD transaction be sent. She must have received it.

If you still think the payment has not been received, kindly send a bank statement from May 23 to the present for that account to support@luckydreams.com and michal.k@casino.guru so they can conduct an investigation.

Dear noahabdo,

Although the matter seems to have been addressed/resolved, and we have obtained confirmation from the casino team that both transactions have been successfully processed and finalised on their part, we have not received confirmation from your side regarding whether the case has been resolved or if you require further assistance. Due to your lack of response, we unfortunately must proceed with the closure of this complaint.

We sincerely appreciate the cooperation of the casino team throughout this process.

Should you encounter any further issues with this or any other casino in the future, please don’t hesitate to contact us—we’ll try our best to help.

Best regards,

Michal

Casino Guru