HomeComplaintsLuckyDreams Casino - Player’s account closed with 930€ blocked.

LuckyDreams Casino - Player’s account closed with 930€ blocked.

Amount: €930

LuckyDreams Casino
Safety Index:Above average
Submitted: 14 Jun 2024 | Resolved : 21 Jun 2024
Resolved Our verdict

Case closed

RESOLVED

Case summary

4 months ago

The player's account had been deactivated without explanation while she was playing, leaving her unable to withdraw her 930€ balance. Contacting chat support and the VIP Manager did not resolve the issue as the support team remained unresponsive. After we intervened and contacted the casino, the outstanding amount was transferred to the player. The complaint was successfully resolved with the player confirming receipt of the funds.

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4 months ago
Translation

Hello,

While I was playing, my account was deactivated without explanation, and I have no way to withdraw my 930€ balance.

I contacted the chat support, but they couldn't help me. The support team doesn't respond. The VIP Manager refers me to the support team, which is known for not replying. I don't know what else to do and am asking for help.

Automatic translation:
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4 months ago

Dear Mucki,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

  • Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? 
  • Which games you’ve been playing (live casino games, slots, or sports betting)? 
  • Were your winnings accumulated with or without an active bonus, please?
  • If there’s any relevant communication, please forward it to petronela.k@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela


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4 months ago
Translation

The account has existed since approximately the beginning of 2023.

It has been verified and the payout has already been successful.

I played slot machines without a bonus.

lg

Automatic translation:
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4 months ago

Thank you very much, Mucki, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  


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4 months ago
Translation

Thank you.

Automatic translation:
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4 months ago

Hello, Mucki,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.


Dear LuckyDreams Casino team,

Could you please explain the player's situation in more detail? What steps should the player take to unblock the account and/or withdraw his remaining balance?

If we are talking about a breach of the casino's Terms and Conditions, and disputed funds have been confiscated, feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

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4 months ago
Translation

Hello

Thank you very much for your efforts. The casino transferred the outstanding amount yesterday, I hereby withdraw the complaint.


Automatic translation:
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4 months ago

We are pleased to validate the player's message confirming the successful receipt of the funds. The refund has been processed from our side as requested.


We appreciate player's understanding and patience throughout this process.


If there are any further concerns or need assistance, please contact our customer support team.

Thank you for the cooperation.


Best regards,

LuckyDreams Team

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4 months ago

What great news!

Thank you, Mucki, for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, LuckyDreams Casino Team, for your help and cooperation.

Best regards,

Branislav, Casino.guru

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