LuckyDreams Casino - Player’s account has been closed shortly after withdrawal request.

Yesterday I done my kyc and give a withdrawal request of rs3300 which is in the pending.today morning I conversation with chat service why my withdrawal is pending, they told me kindly wait few time max waiting time 2 days but now when I wants to login it it shows your account is disabled.

Dear mandalbiswajitt10,

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

I opened this account previous month and I didn't get any bonus and played live casino games.I submitted all the documents they want i.e addhar card, addhar card with selfie,Bank statement for address proof, screenshot of the deposit payments and then my account fully verified. There after when I wants to withdraw my winning (i.e total rs 3300) they blocked my account after 1 day waiting.Help me sir I wants my withdrawal.I am very poor man.

Thank you very much, mandalbiswajitt10, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello mandalbiswajitt10,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite LuckyDreams Casino to join the conversation.

Dear LuckyDreams Casino,

I would appreciate it if you could clarify the reasons behind the closure of the player's account and not processing the withdrawal. Should the information be confidential and not suitable for public dissemination, I kindly ask that you send it to me at michal.k@casino.guru

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.

Dear mandalbiswajitt10,

I have "nudged" the casino representative to provide my information about your case and I'm hopeful to receive it shortly.

I will also extend the deadline by an additional three days in the hope of reaching a resolution of your case

Why they didn't reply?

Dear mandalbiswajitt10,

I've successfully reached out to the casino representative and am awaiting information about your case. I hope to have an update for you in a timely manner.

Hello CasinoGuru Team and mandalbiswajitt10,

We have thoroughly reviewed the case in accordance with our Anti-Fraud and Anti-Collusion Policy and have contacted the player directly via email explaining the situation. Our priority is to maintain a safe and fair gaming environment for all our players, and these procedures are crucial to achieving that.

We are very sorry for the inconvenience this process has caused and we kindly ask mandalbiswajitt10 to follow email instructions and request a withdrawal of the deposit so it is processed promptly.

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

Hello luckydreams today you mailed me that wants to give only my deposit and didn't give me my winnings but I didn't do anything wrong.But why?

I deposited, played,win little bit and also completed my kyc so why you didn't give me my withdrawal?

Dear LuckyDreams Team,

I would appreciate your clarification regarding the decision to disburse only the player's deposit while withholding their winnings. The player has indicated that they have adhered to all guidelines and successfully completed the KYC process. Could you please provide insight into the rationale behind this decision?

Greetings, in response to the recent complaint regarding the voiding of winnings, we would like to provide clarification.

While the customer successfully verified their identity, a thorough review of their account activity and pattern of play revealed behaviour that did not meet our robust anti-fraud standards. These standards include, but are not limited to, identifying actions such as collusion with other players, the use of unfaithful strategies, fraudulent activities involving other online casinos or payment providers, suspicious deposit methods, chargebacks, multiple account creation, and other forms of cheating.

To ensure the effectiveness of our anti-fraud tools and prevent abuse, we are unable to disclose specific details about how this fraudulent activity was identified. However, we work closely with both game providers and payment systems to accurately and unequivocally detect such cases and maintain the integrity of our platform.

We appreciate the understanding of all parties involved as we continue to uphold fairness and transparency for all players.

Kind regards,

LuckyDreams Team

I didn't understand what did you said.please tell me in more details so I can clarify myself and I didn't do anything wrong.I know you don't wants to give players withdrawal because it is a cheater platform.You told me about suspicious payment method but I provided you my deposit screenshot and bank account statement.please check it from the person where I deposited it.Here is the information about my deposit.

1.And you told me that collusion with other players but why should I do that.

2.Unfaithful strategy what's wrong I have done?

3.I didn't Chargeback.

4.Multiple accounts - I don't have any other account I know this a person have only one account in online casino(I send you my addhar card please check it)

5.Fraudulent activities with other casinos and payment provider- I didn't understand what do you mean.

6.what did you mean by others form of cheating?

1 months gone but my issue is not resolved.

Thank you for your response and the provided evidence, LuckyDreams Team.

Dear mandalbiswajitt10,

Following a thorough examination of the information and evidence submitted by the casino team, it has been concluded that your gameplay employed prohibited methods that conferred an unfair advantage. This has been flagged by both the casino team and the game provider, indicating your involvement in opposite betting within the evolution network, which contravenes the previously established rules.

Regrettably, after compiling all pertinent information, we must reject this complaint as unjustified due to violations of the casino's terms and conditions, which were previously communicated to you. The return of your deposits seems to be the only viable option in this case. 

We regret that we could not assist you further in this instance. Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us.

Best regards,

Michal

Casino Guru