Discussion about article: Complaint resolution instructions (page 7)

Unfortunately, as I look at your complaint, the casino has provided evidence that you indeed violated the bonus terms, and that is why they confiscated the winnings.

We don't stand with any casino if there is no clear evidence provided that a player did something wrong, for sure.

Please always read the terms and adhere to those.

This is untrue. I have adhered to the terms and conditions, but your website accepted this excuse from the fraudulent casino without any supporting evidence. This is favoritism and siding with this scam casino, Lucky Dreams.

Hello,

It makes sense you feel this way; on the other hand, such a post also lacks facts or proof. To be fair, I understand your feelings, but this is not the way to change the basis on which the complaint is approached.

Can you contradict this?

"We have reviewed the evidence provided by the casino, which confirms that the maximum bet limit was breached on multiple occasions while the bonus wagering was active. As this was not an isolated incident, we cannot consider it a mistake but rather a repeated breach of the agreed bonus terms and conditions."

I'm only asking to provide a broader perspective on this concrete issue.

The complaint is still open and you may always add proofs and facts.

Hello, I also won at another casino and supposedly violated the bonus conditions. The casino couldn't provide any proof and didn't contact me again. I went further with photos and proof that it was real money.

NO chance 😡 everything gone and it was €27,342

Hello, I see the casino wasn't capable of providing sufficient proof to anyone, mediators included. Sadly it happens, and such casinos are provided wiht blackpoints reflecting the disputed amount.

Your complaint helped to warn the community not just through the complaint itself but also by lowering the safety index.

I'm sorry the mediators could not help; it was a nice sum indeed!

Is it possible to assign someone else to my case? I see in my complaint it says the employee might be on vacation or sick.

Hello, it is not possible, I'm afraid.

As the note says, there might be a delay; mediators are aware of the timers, even though they may be out of the office.