The player from Germany had opened a casino account despite a brain condition that impaired her comprehension, which led to a lack of understanding of the terms and conditions and the nature of real money gambling. She possessed medical certificates confirming her condition and a medication-induced gambling addiction, and she sought support in reaching an agreement with the casino. The complaint was closed as there was no evidence provided that she had requested self-exclusion due to her gambling addiction, and the last deposit had occurred over two years ago, classifying the case as 'cold' under the policy.
LuckyDreams Casino - Player has issues related to medical conditions.
Amount: €62,000
LuckyDreams Casino
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
1 month ago
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1 month ago
Translation
I had a brain condition and received radiation treatment in 2021, and since then I haven't been able to comprehend written text. I shouldn't have been able to open an account independently, but I did not understand this.
I neither understood the terms and conditions nor that I was playing with real money. There is a medical certificate confirming this, as well as another one stating that I have a medication-induced gambling addiction. Could you help and support me in reaching an agreement with the casino?
Automatic translation:
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1 month ago
Dear Kora76,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Could you please confirm if you informed LuckyDreams Casino about your gambling addiction? If possible, kindly forward the email with your request to close the account to veronika.l@casino.guru.
Also, when was the last time you deposited money into your LuckyDreams Casino account?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
Translation
Good morning Veronika. My last deposit was on December 27th, 2022. Although I received the data protection query, no communication is listed there. So I cannot prove or am not 100% sure whether I communicated this.
Best regards
Automatic translation:
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1 month ago
Thank you for your reply. Unfortunately, without any evidence that you specifically requested self-exclusion from the casino due to gambling addiction, we are unable to proceed with the investigation or involve the casino representatives in resolving this complaint. Please understand that before we reach out to the casino, we require proof from the player that they have informed the casino about their gambling problem and that the casino failed to act by allowing further deposits and gameplay.
Additionally, since your last deposit was made two years ago, I regret to inform you that we are unable to assist with your request. Given that more than a year has passed since your initial request, this is considered a "cold case," and our policy prevents us from investigating issues that occurred over a year ago. Gathering evidence and constructing a clear timeline after such a long period would be extremely difficult, if not impossible.
For the reasons mentioned above, this complaint will now be closed. Thank you for your understanding. I’m sorry we could not be of more help on this occasion, but please do not hesitate to contact us if you encounter any issues with this or any other casino in the future.
Best regards
Veronika
