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LuckyDreams retains approximately €21,000 (max bet bonus) – conflicting bonus status at 22:38:43 UTC, missing logs, complaint filed with CGA (no response)

I hereby file a complaint against LuckyDreams (operator: Just Entertainment BV, Curaçao license OGL/2024/164/0246).

Summary of the dispute

• Deposit: €200 on 05/01/2026 at 19:55:17 UTC. Bonus "VIP Monday Reload" was credited at 19:55:21 UTC.

• The casino subsequently withheld winnings (approx. €21,000) and justified this with a maximum stake of €5 during an active bonus.

• The casino email states that the last bet "during an active bonus" was placed on 05.01.2026 at 22:31:22 UTC.

• However, the bet history export (XLSX) provided by the casino itself shows a key transaction: 05.01.2026 22:38:43 UTC (Bet 400 € / Win 7,136.60 € / Balance-Peak 22,719.67 €).

• Additionally, the live support explained in the chat: "I can see that the bonus was active on January 5th, 2026, but I cannot see any activity with this bonus at 22:38:43."

• I subsequently requested verifiable evidence to confirm bonus status and wallet funding at the disputed time (bonus active/wagering flag per bet, wallet type per bet, round/session IDs, and ledger statement for 22:25–22:50 UTC).

• I set written deadlines (including a one-time extension), but the requested logs were not provided.

Regulatory escalation has already been initiated.

I filed a formal complaint with the Curaçao Gaming Authority (CGA) on January 28, 2026.

Since January 28th I have been waiting for a response and have sent two follow-up emails, but to date I have received no reply or case reference.

What I am requesting

The casino should either:

provide the missing, verifiable evidence/logs (bonus flags per bet, wallet type, round/session IDs and ledger for 05.01.2026 22:25–22:50 UTC), or

to offer a fair comparison based on the verifiable Post-22:31 net result from the company's own bet history export.

All timestamps are in UTC. All evidence (emails, XLSX export, chat logs, screenshots, deadlines, and proof of official documentation) is available and can be fully provided upon request.

LuckyDreams behält ~21.000 € ein (Max-Bet Bonus) – widersprüchlicher Bonusstatus um 22:38:43 UTC, fehlende Logs, Beschwerde bei CGA eingereicht (keine Rückmeldung)

Ich reiche hiermit eine Beschwerde gegen LuckyDreams ein (Betreiber: Just Entertainment B.V., Curaçao-Lizenz OGL/2024/164/0246).

Zusammenfassung des Streitfalls

• Einzahlung: 200 € am 05.01.2026 um 19:55:17 UTC. Bonus „VIP Monday Reload" wurde um 19:55:21 UTC gutgeschrieben.

• Das Casino hat anschließend Gewinne (ca. 21.000 €) einbehalten und dies mit einem maximalen Einsatz von 5 € während aktivem Bonus begründet.

• In der Casino-E-Mail wird als letzter Einsatz „during an active bonus" der Zeitpunkt 05.01.2026 22:31:22 UTC genannt.

• Der vom Casino selbst bereitgestellte Bet-History-Export (XLSX) zeigt jedoch danach eine Schlüssel-Transaktion: 05.01.2026 22:38:43 UTC (Bet 400 € / Win 7.136,60 € / Balance-Peak 22.719,67 €).

• Zusätzlich erklärte der Live-Support im Chat: „I can see that the bonus was active on 05.01.2026, but I cannot see any activity with this bonus at 22:38:43."

• Ich habe daraufhin prüffähige Nachweise angefordert, um Bonusstatus und Wallet-Funding zum strittigen Zeitpunkt zu verifizieren (Bonus-Active-/Wagering-Flag je Bet, Wallet-Typ je Bet, Round-/Session-IDs sowie Ledger-Auszug für 22:25–22:50 UTC).

• Ich setzte schriftliche Fristen (inkl. einmaliger Verlängerung), jedoch wurden die geforderten Logs nicht geliefert.

Regulatorische Eskalation bereits eingeleitet

Ich habe am 28.01.2026 eine formelle Beschwerde bei der Curaçao Gaming Authority (CGA) eingereicht.

Seit 28.01. warte ich auf eine Rückmeldung und habe zwei Follow-up-E-Mails gesendet, jedoch bis dato keine Antwort bzw. keine Vorgangs-/Case-Referenz erhalten.

Was ich ersuche

Das Casino soll entweder:

die fehlenden, verifizierbaren Nachweise/Logs liefern (Bonus-Flags je Bet, Wallet-Typ, Round-/Session-IDs und Ledger für 05.01.2026 22:25–22:50 UTC), oder

einen fairen Vergleich anbieten, der sich am nachweisbaren Post-22:31 Nettoergebnis aus dem eigenen Bet-History-Export orientiert.

Alle Zeitstempel sind in UTC. Sämtliche Beweise (E-Mails, XLSX-Export, Chat-Logs, Screenshots, Fristsetzungen sowie Nachweis der Behördendokumentation) liegen vor und können bei Bedarf vollständig vorgelegt werden.

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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 DiLauro1,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and found this:

"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).

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

Our position is closely explained in the 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 you have been accused mistakenly, feel free to forward me any other relevant evidence, together with a link to the specific bonus that you redeemed and played. My email address is petra.h@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

Petra

Dear Petra,

thank you for reviewing my complaint and for the chance to provide evidence. I understand Casino.Guru’s position regarding the general max-bet rule during bonus wagering. My dispute is not about the existence of the rule, but about whether the casino’s confiscation is correctly and verifiably applied to the disputed timestamp.

Key point (UTC):

• LuckyDreams stated in writing that the "last bet during an active bonus" was 2026-01-05 22:31:22 UTC.

• The casino’s own bet history export shows a key transaction AFTER that time: 2026-01-05 22:38:43 UTC (Bet €400 / Win €7,136.60 / balance peak €22,719.67).

• Live support chat stated: "I can see the bonus was active on 05.01.2026, but I cannot see any activity with this bonus at 22:38:43."

• I repeatedly requested proof-critical logs to verify the disputed bet (wallet type cash vs bonus, bonus-active/wagering flags per bet, round/session IDs, and ledger entries for 22:25–22:50 UTC). Deadlines were set (incl. extension), but the casino did not provide the requested logs.

• Therefore, applying the max-bet forfeiture "from the moment the bonus was activated" to the entire winnings is not verifiable and appears inconsistent with the casino’s own timeline and support statement.

Bonus:

https://www.luckydreams.com/de-AT/bonus-terms-and-conditions

(If the promotion page is not accessible anymore, I can provide screenshots of the bonus terms shown in my account.)

Attachments (most relevant):

A1_CasinoEmail_LastBetActiveBonus_223122UTC.pdf

A2_BetHistory_223843UTC_Bet400_Win7136.60.pdf (excerpt from casino-exported XLSX)

A3_LiveChat_NoBonusActivity_223843UTC.jpg

A4_Deadlines_Extension_FinalNotice_NoReply.pdf

A5_BonusTerms_MaxBet5EUR.pdf (if needed)

Please let me know if you need any additional specific data points (e.g., full bet history export, additional chat logs, exact balance trail). I can provide them immediately.

Kind regards,

Paul V.

Dear DiLauro1

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 Štefan (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,

Petra

Dear DiLauro1,

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.

Hello,

On 2026-01-05, 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 of up to EUR 300. Bet history confirming that will be sent to your email.

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

Thank you for the response. This does not address the core verification issue.

I am not disputing that a max-bet rule exists. The dispute is whether your confiscation was correctly and verifiably applied to the key timestamp and whether the bonus wagering status was active for the disputed bet.

Proof-gate (UTC):

Your email previously stated the last bet "during an active bonus" was 2026-01-05 22:31:22 UTC.

Your exported bet history shows a major transaction after that: 2026-01-05 22:38:43 UTC (Bet €400 / Win €7,136.60 / balance peak €22,719.67).

Your live support stated they "cannot see any activity with this bonus at 22:38:43."

To resolve this, please provide verifiable, per-bet data (not only generic terms), specifically for 2026-01-05 22:38:43 UTC and the surrounding window 22:25–22:50 UTC:

Bonus status at 22:38:43 (YES/NO) with the bonus-active/wagering flag per bet

Wallet type for that bet (cash/real vs bonus wallet)

Round ID / Session ID / Provider reference for 22:38:43

Ledger entries (deposit / bonus credit / bet / win / adjustments) for 22:25–22:50 UTC

You wrote that the bet history "will be sent by email". Please confirm once it was sent (with timestamp), so the case can be reviewed transparently.

Without these logs, the claim that all winnings from bonus activation are forfeitable remains not verifiable in light of the conflicting timestamps and your own support statement.

Thanks Stefan. I confirm I already emailed you the key evidence (casino email 22:31:22 UTC, bet-history excerpt 22:38:43 UTC, chat quote "no activity…", deadlines). Please request from the casino the verifiable logs (wallet type, bonus active/wagering flag per bet, round/session ID, ledger 22:25–22:50 UTC). Without these logs the confiscation cannot be verified.

Dear DiLauro1,

Thank you for your detailed follow-up and for providing the additional information.

After carefully reviewing the evidence submitted by the casino, including the bet history and internal records shared with us, we can confirm that the maximum bet rule was violated multiple times during the active bonus wagering period. The data provided clearly indicates that wagers significantly exceeding the permitted €5 limit were placed while the bonus was still active.

As stated in the Bonus Terms and Conditions, which were accepted prior to activating the promotion, placing bets above the maximum allowed amount during bonus wagering constitutes a breach of the bonus rules. In such cases, the casino is entitled to void any winnings derived from the bonus. Based on the documentation received, the confiscation of winnings was applied in accordance with these established rules.

While we understand your concerns regarding specific timestamps and technical details, the overall records confirm repeated violations of the maximum bet restriction during the wagering phase. Additionally, your original deposit was refunded, which aligns with the standard procedure in such situations.

Given the above, we consider the casino’s actions to be consistent with its published Terms and Conditions, and we do not find grounds to challenge the decision. Therefore, the complaint will be rejected.

We understand this is not the outcome you were hoping for. Should you encounter any further issues in the future, please do not hesitate to contact us.

Kind regards,

Stefan

Casino.Guru