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.
LuckyDreams Casino - Player’s account closed with 930€ blocked.
Amount: €930
LuckyDreams Casino
Safety Index:Above averageSafety Index
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6.6
LuckyDreams Casino has a Safety Index of 6.6, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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5 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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5 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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5 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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5 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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5 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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5 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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5 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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5 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
