LuckyDreams Casino - Pelaajan voitot on takavarikoitu.

Complaint description

I am submitting this complaint because LuckyDreams Casino unlawfully confiscated and deleted my legitimate winnings of €11,000, despite the bonus wagering being completed and the system confirming this.

Below is a clear and chronological explanation of the case.

1. Bonus wagering was completed – system confirmation

LuckyDreams’ platform does not allow a withdrawal request while a bonus wagering requirement is still active.

On the same day, at 16:09, the system accepted my €3,000 withdrawal request.

This is technical confirmation that the wagering requirement was completed and the bonus was no longer active.

2. Higher bets were placed AFTER wagering completion

After the system confirmed the bonus completion, I continued playing with real funds only.

I placed some bets above €5 after the bonus was completed, believing the funds were no longer restricted.

All winnings in dispute were generated after this point.

3. Casino claims a "max bet rule" that was not visible or enforced

LuckyDreams later claimed that I violated a €5 maximum bet rule.

However:

The rule was not visible anywhere in the user interface

No warning was displayed

No technical limit was enforced

The casino explicitly stated in writing:

"We are unable to limit the bet sizing; players are free to bet to their liking."

A rule that is not visible and not technically enforced cannot be applied retroactively to void winnings.

4. Contradictory explanations from the casino

LuckyDreams provided contradictory statements:

They confirmed withdrawals are blocked until wagering is completed

At the same time, they claimed wagering may still not have been completed "correctly" after the system allowed the withdrawal

This contradiction shows that the casino is reinterpreting completed wagering after the fact.

5. Manual deletion of winnings

After I requested withdrawal of the full balance, LuckyDreams manually deleted €11,000 from my account and replaced it with a €350 "goodwill" credit.

This was done without prior warning and without any system-based violation at the time of play.

6. Attempts to resolve

I contacted LuckyDreams multiple times and provided explanations.

I also contacted Curaçao eGaming, but received no response so far.

LuckyDreams refuses to restore the winnings despite the evidence.

7. Requested resolution

I respectfully ask CasinoGuru to assist in resolving this dispute and request that LuckyDreams:

Restore the full €11,000

Allow withdrawal of the funds

Acknowledge that wagering was completed when the withdrawal was accepted

I am ready to provide all supporting evidence, including screenshots, emails, and timestamps.

Thank you for your assistance.

Important notice:

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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 Armin92,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please clarify which bonus you played with and how much you deposited? If possible, please post a link or promo code you used to activate the offer here in this thread.
• Do I understand correctly that you received a notification after you completed the wagering requirements?
• Is the balance in your casino account divided into real and bonus money balances? Were your bonus winnings transferred to the real money balance?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Dear Kristina,

Thank you very much for your reply and for your assistance.

I am happy to clarify your questions in detail.

1. Bonus and deposit

I played with a standard deposit bonus which I activated via the LuckyDreams promotions page after making my deposit.

The bonus was credited automatically (no separate bonus code was required).

Deposit amount: [please insert your deposit amount here]

Bonus type: Deposit bonus with wagering requirements

2. Status after completing the wagering requirements

After completing the wagering requirements, the bonus was treated by the system as completed.

I did not receive a specific pop-up notification; however, I was technically able to request a withdrawal, which according to the casino’s functionality is only possible when no active bonus remains.

At 16:09, I successfully submitted a €3,000 withdrawal request.

From my understanding and based on the casino’s system behavior, this confirms that the bonus phase had ended at that point.

3. Display of the balance (important clarification)

The casino balance was not split or visibly separated into bonus funds and real money.

Only one total balance was displayed at all times.

As a player, it was therefore not possible to see whether any part of the balance was still considered bonus-related.

After the wagering requirements were completed and the system allowed me to request a withdrawal, I reasonably assumed that the balance was fully real money.

All bets exceeding €5 were placed only after the withdrawal request at 16:09, i.e. after the wagering was completed.

4. Additional clarification

LuckyDreams later confirmed in writing that:

there is no technical limitation on bet size, and

no warning message is shown when placing higher bets.

Only after I requested withdrawal of the full balance (approx. €11,000) was the balance manually reduced and replaced with a €350 "goodwill" credit.

I hope this clarification helps with the further review of the case.

I am happy to provide screenshots or any additional documentation if needed.

Thank you very much for your support.

Kind regards,

Armin

Hello Armin92,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Great, thank you so much 🙂

Super, vielen Dank 🙂

Thank you very much for your reply, Armin92. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hello Kristina,

I have forwarded all emails regarding this matter to you.

Thank you so much 🙂

Greetings

Armin

Hallo Kristina,

ich habe Ihnen alle Mails diesbezüglich weitergeleitet.

Vielen Dank 🙂

Grüße

Armin

Do you have access to your game history? Could you please forward it to me, starting from the moment you activated the bonus? You can send it to my email address (kristina.s@casino.guru). Thank you.

Unfortunately not, only the last 25 rounds are available to watch.

But the bonus had already been used up, otherwise I wouldn't have been able to request the payout.

I can even make a deposit with a bonus and try to withdraw it, but that will be blocked immediately.

Leider nicht, nur die letzten 25 Runden kann man anschauen.

aber der Bonus war bereits umgesetzt, sonst hätte ich die Auszahlung nicjt beantragen können.

ich kann auch gerne eine Einzahlung mit Bonus machen und versuchen auszuzahlen, das wird sofort blockiert.

Dear Armin92,

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, Stefan (stefan.m@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,

Kristina

Dear Armin92,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from LuckyDreams Casino to join this conversation and assist in addressing the complaint.

Dear LuckyDreams Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

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 Armin92,

We are currently trying to get in touch with the casino outside of the complaint thread in order to move the case forward.

As part of this effort, we will extend the complaint timer by an additional seven days to allow the casino more time to respond.

Thank you very much for your patience and understanding. We will keep you informed of any updates as soon as we receive further information.

Greetings,

On 2025-11-19, the player made a deposit that qualified for a promotional bonus.

The bonus carried a wagering requirement of 40x and a maximum bet limit of EUR 5 while the bonus wagering was active.

These conditions are clearly stated in the Bonus Terms and Conditions, which the player accepted upon registration and before activating the bonus:

"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. The maximum bet allowed whilst wagering towards an active bonus with cryptocurrency will be the equivalent of 5 USD at the exchange rate average on the day of the bets. Maximum bet limit includes bet doubling after a game round has been completed as well as bonus rounds (purchased within the game)"

During the active wagering phase, the player placed multiple wagers significantly exceeding the permitted limit, with bets ranging from EUR 30 up to EUR 375.

As this constitutes a clear breach of the bonus rules, all winnings generated from the moment the bonus was activated were forfeited in accordance with the Terms and Conditions. The player’s qualifying deposit was refunded in full.

We therefore consider the matter resolved in line with the agreed contractual terms.

LuckyDreams Team

Dear CasinoGuru Team,

thank you for forwarding the casino’s statement.

I would like to respectfully clarify several important points that are not addressed in LuckyDreams’ response.

1. Accepted withdrawal confirms bonus completion

LuckyDreams’ system does not allow withdrawal requests while a bonus wagering requirement is still active.

At 16:09, the system accepted my €3,000 withdrawal request, which objectively indicates that the wagering requirements were considered completed at that time.

If the bonus was allegedly still active, the withdrawal request should not have been possible.

2. No transparent indication of bonus status

The casino balance was displayed as one single combined balance at all times.

There was no visible separation between bonus funds and real money, and no indicator that wagering was still active.

As a player, I had no objective way to identify that any restrictions were still in place after the withdrawal request was accepted.

3. Lack of enforcement and player warning

The casino has confirmed in writing that it is unable to technically restrict bet sizes and that no warning messages are displayed.

Bets exceeding €5 were freely accepted by the system without any notification or block.

4. Retroactive re-interpretation

Only after I requested withdrawal of the full balance was my account reviewed and the balance manually reduced.

This constitutes a retroactive application of rules after the system had already allowed withdrawal.

For these reasons, I respectfully disagree that the matter is resolved.

I kindly ask CasinoGuru to further review whether it is fair and transparent to void winnings after the system confirmed wagering completion and allowed withdrawal, without any visible warnings or technical safeguards.

Attached is a screenshot from my gameplay after the withdrawal request at 16:09 was already accepted. As shown, bets above €5 were accepted without any warning, restriction, or indication that a bonus was still active.

Thank you for your continued assistance.

Kind regards,

Armin

Dear LuckyDreams Casino,

Thank you for your response and continued cooperation.

Could you please provide us with the player’s game log showing the instances where bets exceeded the maximum allowed limit while wagering the bonus? Additionally, we would appreciate it if the log could include the point at which the bonus wagering was stopped.

You may send the requested information to my email address at stefan.m@casino.guru.

I look forward to your response.

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.

Greetings Stefan, the relevant information has been sent to your email 9 days ago. Providing an additional reminder here to prevent the complaint from becoming closed/unresolved.

Best regards,

LuckyDreams Casino

Dear Armin92,

I understand how frustrating this situation must be, particularly as the maximum bet limit was not technically restricted by the system, which may have contributed to the confusion.

However, after thoroughly reviewing the game log provided by the casino, we can confirm that the €5 maximum bet limit was exceeded multiple times, with wagers of €330 and €375 placed while the bonus was active. As a result, an unfair advantage over the casino was obtained in breach of the bonus terms.

Given these findings, we must conclude that the bonus conditions were violated. Therefore, we will proceed with rejecting this complaint.

Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this case, as we always strive to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you encounter any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be reviewed, our team is here and ready to assist you.

Kind regards,

Stefan

Casino.Guru