LuckyDreams Casino - Player requests a refund of deposits.

Dear Lucky Dreams Casino,

I am writing to express my utmost disappointment and frustration regarding my recent experience on your platform. I deposited €700 into my account at luckydreams.com, only to find that my funds have vanished, and my account has been inexplicably suspended.

Upon further investigation, I discovered that in Austria, only casinos holding a valid gambling license are considered legal. Consequently, all of my deposits on your platform were unlawful. Prior to this realization, I thoroughly reviewed your Terms and Conditions but never came across any mention of Austria being listed as one of the restricted countries. Moreover, when I inquired about this in the chat, I was repeatedly assured that Austria was not among the restricted countries.

After multiple attempts, I finally received a response in the chat acknowledging that Austria is indeed considered a restricted country. The casino apologized for the "inconvenience," yet my funds are still being withheld. This is an evident mistake on the part of your casino and an absolute deception.

I would like to bring the following issues to your attention:

1. Lack of transparency: Your casino failed to clearly communicate that Austria is a restricted country, both in the Terms and Conditions and during customer support interactions.

2. Unlawful operations: By accepting deposits from players in Austria without a valid gambling license, your casino is operating in violation of Austrian law.

3. Misleading information: The contradictory information provided in the chat, initially denying Austria's status as a restricted country, misled me into making deposits that were subsequently deemed unlawful.

I demand a thorough investigation into this matter and a prompt resolution that includes the immediate release of my funds. It is unjust for the casino to profit from such misleading practices and retain my deposited funds.

I trust that Lucky Dreams Casino will take this complaint seriously and rectify the situation accordingly. Failure to address this issue satisfactorily may result in further action, including legal measures to ensure the protection of my rights as a consumer.

I look forward to a prompt response and the timely resolution of this matter.

BR

Dear c5srx49hpn,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Unfortunately, we at Casino.Guru don’t deal with complaints related to licensing regulations and policies. I understand your point, but, sadly, we’re not in a position to help you. We are an independent online casinos database which acts as a mediator in resolving players’ disputes. We have no authority to enforce the legality of rules.

Unfortunately, in this case, we are not able to help you and you are not entitled to any refund of your deposits. I can only recommend you to do better research next time and play only in the casinos licensed by Austrian Ministry of Finance (Bundesministerium fürFinanzen, BMF) and the Austrian Tax Office (Finanzamt Österreich).

Do I understand correctly that you played your deposited funds already?

Thank you for your reply and understanding.

Best regards,

Petronela

Ja, das verstehen sie richtig.

es kann aber nicht sein, dass man sich rechtlich informieren muss. Auszahlungen habe ich nie welche erhalten und das Casino hat mehrmals bestätigt, dass Österreichische Spieler erlaubt und uneingeschränkt spielen dürfen. Eine Woche später wurde mein Konto gesperrt aufgrund meines Wohnsitzes in Österreich - wo ist die Regulierung oder Nachfrage beim Casino? Wenn die Verträge doch nicht Rechtmäßig war, wieso behält das Casino das Geld ein?

I also wanted to mention that in the last contact via chat, the casino said that austria is unrestricted.

so they blocked players from austria which asked for a refund - the casino knows already that Austrians aren't allowed to play there and the registrations are still opened. This makes no sense and shows me that the casino is scared of legal actions but not scared to break the law and rights, which is kinda funny.

I understand your frustration, c5srx49hpn. If any of your funds have been confiscated due to your country of residence, we would certainly do our best to assist you in recovering them. However, it's important to note that your account had no remaining balance at the time it was blocked. Generally, casinos have the authority to restrict or completely block players' accounts without providing a reason, as long as any active balance is returned to the player first. In your situation, since there was no confiscated balance, there is no case for us to pursue. I apologize for any inconvenience caused, but we cannot compel the casino to refund your lost funds, as you lost them fairly. Even if the casino held an Austrian license, it would not impact your chances of winning or improve the RTP.

Please understand that we are not an agency with the authority to dictate refund policies to casinos operating without the appropriate license in players' countries of residence. I wish I could offer more assistance in this matter.

Dear c5srx49hpn,

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.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.