Discussion about article: Complaint resolution instructions (page 12)

I'm very glad that at least someone can help, you are very kind and helpful.

Thank you for your kind words. I think it’s only fair to say that I can’t promise a positive outcome. Unfortunately, that’s never something we can guarantee in advance. What I can promise is that the mediators will look into the situation and try to reach the best and fairest outcome possible.

We can stay in touch here on the forum and talk about how things are developing, especially when there’s something new. I understand that, particularly at the beginning, it may involve more waiting than action.

In any case, you’re very welcome. 🙌

Thank you very much for your effort and understanding to help me. I really did everything they asked of me but I have to point out that this casino does this to more players as soon as they win a larger amount of money and I think this is not fair on their part to anyone and someone should step in so that nothing like this ever happens to anyone again. I am seriously ill and they have only caused me stress with this behavior.

What casino guru can do if the casino did not pay the players winning??

Yes, I understand that when you’re left waiting without knowing why, it’s easy to start wondering whether something unfair or dishonest is happening. That makes sense.

Hopefully, it won’t take too long to get to the bottom of the problem, which is usually the quickest way to resolve it. For example, if a particular document is holding up verification, the casino should explain what’s wrong as soon as possible and clearly tell the player what they need to provide or correct. Alternatively, if the casino needs to carry out further internal checks and the player doesn’t need to provide anything else, I think it makes sense to explain that clearly. At least the player would know they’re waiting for the casino to finish its checks, rather than wondering whether there’s something they still need to do.

Unfortunately, that fairly straightforward step doesn’t always happen.

Hello. I’m assuming you’re having trouble withdrawing from a casino, which is why you’re asking. What we can do depends on what happened and what’s preventing the withdrawal.

Perhaps we could start with your experience. Could you tell us what’s been happening in your case? Then we can get a clearer picture and look at the options together.

Hello,

Thank you for asking about my experience.

I have an ongoing complaint against Lucky Dreams Casino (Complaint ID: 232245).

The casino confiscated approximately CAD 21,000 from my account, including funds originating from my own deposits.

The casino claims that I violated its maximum bet rule while a bonus was active. However, I dispute knowingly activating or accepting the bonus in question.

I have repeatedly asked the casino to provide clear evidence showing:

When and how the alleged bonus was activated and accepted.

Whether the casino can prove that I was actually playing with bonus funds rather than my deposited money.

The specific bets that allegedly violated the maximum bet rule.

A complete account balance history explaining how my CAD 21,000 was confiscated.

This complaint has already been ongoing for a considerable amount of time, and I am still waiting for a clear and satisfactory resolution.

My question is: What can Casino Guru do if the casino refuses to return a player's legitimate winnings or confiscates deposited funds without sufficient evidence?

I would appreciate your assistance in ensuring that this complaint receives a fair and final assessment.

Thank you.

Ah, thank you very much for the context. Now I understand what your question is about.

Let me be honest with you. If the casino refuses to cooperate further towards a fair resolution, we cannot force it to pay. What we can do is lower its Safety Index based on the severity of the unresolved complaint, including the disputed amount. The complaint also serves as a warning to other players.

On the other hand, if I may stay a little optimistic, I think a lot depends on how the casino shows that you actually accepted the bonus. From what I understand, that’s the key point right now. If you didn’t knowingly accept and use it, applying its conditions (including the maximum bet rule, which seems to be at the heart of this dispute) would hardly seem fair.

At least, that’s my understanding after briefly reading through the latest developments.

Would you say I’ve understood that correctly, please?

Yes, that is exactly my understanding of the situation, and thank you for taking the time to review my complaint.

I would like to emphasize that my main concern is not simply whether the casino claims I exceeded the maximum bet limit. The fundamental question is whether Lucky Dreams can provide verifiable evidence that I actually activated, knowingly accepted, and used the 7-Day Rewards bonus before applying its bonus conditions to my gameplay.

I deposited and played using my own money. My deposits were labelled as deposits without a bonus, and I do not recall activating or accepting the 7-Day Rewards bonus.

I understand that the casino has provided gameplay records alleging 219 bets above the permitted limit. However, I believe it is equally important to establish whether those bets were actually subject to an active bonus and to provide the complete bonus activation and acceptance records.

Furthermore, approximately CAD 21,000 was confiscated, including money that I deposited myself. I do not believe my deposited funds should automatically be treated as bonus winnings.

I respectfully ask Casino Guru to examine the actual evidence of bonus activation, acceptance, crediting, wagering conditions, and the complete account balance history before reaching a conclusion.

I appreciate your willingness to look into this matter. I am still hoping for a fair and evidence-based resolution.

Thank you.

Yes, I see. I’m glad I understood you correctly, and I have to say I agree with you. It really comes down to one question: did you actually accept the bonus? Everything else follows from that.

It seems the mediator is looking at it the same way and has asked the casino to explain this from their side. So hopefully, once they reply, we’ll have a better idea of where things stand. I really hope we won’t be waiting too long and that this can still end fairly for you.

Thank you for taking the time to share all this with us, especially given how unpleasant it’s been. Let’s stay in touch. I’m quite curious myself to hear what the casino comes back with.

Hi, I'm having a problem with Simsinos Casino. Last Friday, I requested a withdrawal of €1300 and another of €250, also last Friday. A week later, nothing has been processed. Since Monday, I've been getting the excuse that there's a longer processing time due to a high volume of withdrawals. Previous withdrawals of smaller amounts were processed quickly and without any problems. I'm getting standard replies every day. Can you help me with this? I suspect Simsinos doesn't want to pay out. I deposited without any bonus, and my account has been verified for ages. Regards, B. Wiekowski