HomeComplaintsLuckyDreams Casino - Player's account has been blocked.

LuckyDreams Casino - Player's account has been blocked.

Amount: €200

LuckyDreams Casino
Safety Index:Above average
Submitted: 08 Jan 2023 | Case closed : 25 Jan 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Germany has been blocked without further explanation. The complaint was rejected because the player didn't respond to our messages and questions.

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1 year ago
Translation

My account just got banned for no reason. I had previously made a deposit of €200 with a bonus. To date I have not received a reason for my ban or my money back.

Automatic translation:
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1 year ago

Dear actus,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.

Could you please advise if there are any funds being held by the casino? Do I understand correctly that you had €200 in your account when the casino blocked you?

Thank you in advance for your reply.

Best regards,

Kristina

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1 year ago
Translation

Hello,


I had deposited €200 with a bonus. Wanted to play the next day. But this didn't work anymore because I was blocked directly from all the casinos. To date I have not received my money back.

Automatic translation:
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1 year ago

Thank you for your reply, actus. I understand. Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

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1 year ago

Dear actus,

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.

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1 year ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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