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Dear Casino Guru Team,

I am requesting your urgent assistance in a dispute with Lucky Dream Casino regarding the unjustified withholding of my winnings.

I played using three consecutive bonus offers (50%, 100%, and 200%). After losing the first two bonuses, I later achieved total winnings of $20,000 USD while playing under the 200% bonus.

The casino has paid me partial withdrawals over three weeks:

* Week 1: $4,000

* Week 2: $4,000

* Week 3: $2,000

  Total received: $10,000

However, the remaining $10,000 is still being withheld without a clear or consistent justification.

Furthermore, the casino requested that I cancel a pending withdrawal of $4,000 and split it into two separate withdrawals of $2,000 each in order to process it. I fully complied with this instruction in good faith.

After this, the casino approved and paid only one of the $2,000 withdrawals, while the remaining amounts ($2,000 + $4,000 + $4,000) were subsequently rejected and removed from my withdrawal list without any clear explanation.

The casino now claims that I violated bonus terms. However, this allegation is inconsistent and unsupported for the following reasons:

1. If a serious bonus violation had occurred, I should have been immediately notified, restricted, or suspended at the time of the alleged breach. Instead, I was allowed to continue playing and accumulating winnings without any intervention.

2. The casino partially processed and paid my winnings, which clearly indicates that my play was initially considered valid. The later reversal of this decision is contradictory and arbitrary.

3. The request to modify my withdrawal structure, followed by partial approval and subsequent cancellation of remaining approved amounts, demonstrates a lack of transparency and raises serious concerns about the fairness and integrity of the casino’s internal decision-making process.

This situation has caused me significant financial harm, as I relied on these funds for essential personal obligations.

I have attached all relevant evidence, including transaction history, withdrawal records, and communication with the casino.

Given the inconsistencies in the casino’s actions and the lack of clear justification, I respectfully request Casino Guru to investigate this case thoroughly and assist in recovering the remaining $10,000 USD, which I believe is being withheld unfairly and without proper grounds.

Thank you for your time and support.

Sincerely,

Abdullah

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Dear Alaseim,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered with the withdrawal of your winnings from Lucky Dream Casino.

To better understand your situation and assist you effectively, I would kindly ask you to provide a few additional details:

• What specific reason did the casino give for withholding the remaining $10,000, particularly in relation to the alleged bonus violation?
• Could you please provide a link or a screenshot of the bonuses that were granted to you?
• Could you provide any relevant evidence regarding the case?

These details will help us review your case more thoroughly and work towards a resolution as quickly as possible.

Thank you in advance for your reply.

Best regards,

Petra

Hello,

I would like to respond to your inquiry regarding the reason provided by Lucky Dream Casino for withholding the remaining balance of my winnings, which amounts to USD 10,000.

The casino claimed that I violated their bonus terms, specifically the maximum bet rule, which they state is limited to $5 when using a bonus coupon. However, when I discussed this matter with them, they initially refused to pay the full amount. After persistent communication and pressure from my side, they agreed to pay only 50% of the total amount.

I would also like to clarify the full history of my bonus usage. I used the first bonus code, which offered 50% on my deposit, and I lost it. I then used the second bonus code, which offered 100% of my deposit, and I lost that as well. With the third bonus code, which offered 200% of my deposit, I successfully completed their wagering requirements (x40) and won. I withdrew USD 20,000 from my winnings and continued playing with the remaining balance.

Despite this, the casino chose to pressure and bargain with me rather than honor their obligations. I am attaching a screenshot as proof of the bonus deposits I made and the codes I used.

Regarding your second request for supporting evidence, I will provide screenshots of the bonus details and wagering requirements. I have fully complied with their wagering conditions, and after extensive gameplay across roulette, slot machines, and other casino games, I legitimately achieved these winnings. Unfortunately, I was shocked by the platform’s unfair handling of my case.

I kindly ask you to take the necessary actions, follow up on this matter, and apply pressure on the casino to release the remaining balance.

Thank you for your support and assistance.

Best regards,

Dear Alaseim,

Thank you for reply and clarification.

I reviewed the casino’s Bonus Terms and Conditions and found the following rule:

"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)."

Our position regarding the maximum bet rule is explained in our Fair Gambling Codex:

https://casino.guru/fair-gambling-codex-for-casinos#max-bets

The maximum bet rule is considered an industry standard, and casinos generally have the right to confiscate winnings obtained after violating this rule. Therefore, we usually do not penalize casinos for enforcing it.

To better understand your case and proceed further with the complaint, could you please clarify the following:

• Can you confirm whether you received any notification or warning regarding exceeding the maximum bet limit during gameplay or before your account was blocked?
• Could you provide above-mentioned additional evidence or communication related to the case, such as screenshots, emails, or chat transcripts with the casino?

Thank you in advance for your reply.

Dear Guru Casino Management,

I hope this message finds you well.

I am writing to express my deep dissatisfaction with the way Lucky Dream Casino handled my case, which I consider unfair and lacking transparency by any professional standard.

In short, Lucky Dream Casino confiscated approximately $10,000, which represents 50% of my winnings, without any prior warning or notification, claiming that I had violated terms that were never communicated to me at any point.

There are several clear contradictions in their actions:

No Prior Warning or Notification

I never received any warning, notice, or clarification regarding these alleged terms.

The only condition clearly communicated to me was the X40 wagering requirement on the deposit amount, which I fully completed and respected.

Partial Confiscation Raises Serious Questions

If there was truly a violation of the rules, then logically all winnings should have been confiscated — not only 50% of them.

This selective enforcement raises serious concerns regarding the real motives behind their decision and how their rules are actually applied.

Unprofessional Conduct

During the withdrawal process, I experienced continuous pressure and repeated attempts to discourage me from withdrawing my funds.

I consider this behavior highly unprofessional and inconsistent with the standards of fairness and integrity expected from a licensed casino.

I would also like to point out that I previously used the same bonus codes and won amounts between $5,000 and $7,000, and those withdrawals were approved without any objections or claims of violations.

Furthermore, last year I had a balance of approximately $27,000, and they approved part of the withdrawals according to their daily and weekly withdrawal limits.

I personally cancelled the remaining withdrawals and continued gambling with the funds, eventually losing them.

At no point was I informed of any issue related to my gameplay or bonus usage, which clearly demonstrates that I have always acted in good faith.

My request is simple and reasonable:

I ask for a reconsideration of the confiscation of the $10,000 and a transparent written explanation of all terms and conditions they relied on — especially those that were never clearly disclosed beforehand.

I also hope your platform can help highlight such practices and hold casinos accountable when they apply unclear or selectively enforced terms against players after winnings are achieved.

Kind regards,

Thank you for your reply and for providing the previous details, Alaseim.

Could you provide any additional evidence+mentioned screenshots/communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Dear Alaseim,

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.