LuckyDreams Casino - Player's account has been blocked.

First I deposited rs 1280 then 9500+ but lost totally then I deposited rs 10000 and today I have no access to my account.

Dear Amit94,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LuckyDreams Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• How did you learn about your account being blocked? 
• What was your gaming activity like in the casino recently? (slots, live games, betting on sports) 
• Did you activate and play any bonuses on your account?
• Did you contact casino support? With what result?

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

Best regards,

Tomas

I opened my account on 23/07/2024.

Yesterday when I wants to login it shows your account is disabled.

I played live lightning roulette.

No I don't have any active bonus.

Yes I mailed them but they didn't reply.

I have rs 10000 in my account which I deposited on 25/07/2024.I have all the payment screenshot.Also my account is fully verified.

Today they replied

Thank you very much, Amit94, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

What is the update? Did you spoke with the casino? I have rs10000 in the account which I deposited and also earlier I played and lost rs10900+.And they didn't talk with me for why my account is disabled I don't know.They told your account is disabled by administrator decision.what is this???Now I realised luckeydreams is a cheater company please aware like such cheater.Please help me bro I don't wants to play in the cheater company please refund my rs10000 which I will play in another company.

Hello, Amit94,

Thank you for your email.

I am sorry to hear about your trouble. 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? Why has the user's account been blocked and the unused deposit confiscated?

What is the estimated time frame for a refund of the unused deposit?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

What is the update?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

But what about my rs 10000.Is not a fraud of luckydreams?So what action you will do if they not reply? I will provide all the details if you need (i.e my Bank Passbook, deposited screenshot,My id)

Dear Amit94,

It was explained in my previous post.

Let's wait for the casino's response and clarification.

Thank you for your patience and understanding.

Their customer service is wrost,they have nothing to say for why my account is disabled.Always they told me that.I have not done anything wrong when they notice I deposited too much money i.e rs10000 and earlier I lost approx rs11000 they disabled my account.It is a cheater platform.

Dear Amit94,

We would like to extend our sincerest apologies for the delay and any miscommunication regarding your recent account issue. We understand how frustrating this experience may have been for you, and we appreciate your patience throughout this process.

Please be assured that we have thoroughly reviewed your case in accordance with our Anti-Fraud and Anti-Collusion Policy. Our priority is to maintain a safe and fair gaming environment for all our players, and these procedures are crucial to achieving that.

As a result of our review, we have sent you a private communication via email with detailed information on how to resolve this matter. We kindly ask you to check your inbox (and your spam/junk folder, just in case) for our email and follow the instructions provided.

If you have any further questions or require additional assistance, please do not hesitate to reach out to our support team directly.

Best regards,

Luckydreams Team

They refund my money after giving more documents and then blocked me again. Alright I don't want to play in this platform but I didn't understand why they disabled my account.Thanks alot casino guru for this help and also thanks to @Branislav.

What great news, Amit94!

Thank you 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.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.

As for the blocked/closed account - the casino has the right to stop providing its services to any player and close any account at any time, without providing a reason. So, since they successfully refunded your disputed funds/unused deposit and basically fulfilled all the obligations towards you, unfortunately, we have no other option than to accept the casino's decision. However, the most important is that your funds were refunded.

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 Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru