LuckyDreams Casino - Player’s account has been closed.

I opened a account on this platform and played but after somedays my account is disabled but didn't know why.I deposited rs1900 in this platform please help me.

Dear thearnabkar2002,

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 clarify if INR1900 was the remaining balance in your casino account?
• Did you activate any bonuses on top of your deposits?
• Which games did you play - slots, live casino, sports betting, etc.?

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,

Kristina

I think there will be rs1800+ and didn't activated bonus and played lighting roulette.

Thank you very much for your reply, thearnabkar2002. 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.

I tried to chat with them but no option available for this.I didn't find it.

Thank you very much, thearnabkar2002, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello thearnabkar2002,

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. Should the information be confidential or 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 thearnabkar2002,

I have contacted the casino representative with whom we usually discuss player complaints, as is our usual practice. To my surprise, I have not yet received a response, and it appears they may be out of the office longer than anticipated. In the meantime, I have reached out to an alternative contact. I will extend the timeframe by an additional three days to provide more opportunity for a potential resolution.

Hello CasinoGuru Team and thearnabkar2002

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 thearnabkar2002 to follow email instructions, so he can request a withdrawal of the deposit and it will be 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

You wants to give me my deposit back but didn't provide the valid reason.How can you told me about my gameplay fraud,I only played lighting roulette with targeting 0.This is unique type of my gameplay if lightning come on 0 then I will win and not then I will lost rs20-50 also my wegar will be maximum.If this is fraud so why you allow this.And you wants many of my documents for giving my deposit back but why should I sent this because this is my own money this is not winning

Dear LuckyDreams Team,

I have responded to your email with some additional questions and am awaiting your response.

Dear Michal and thearnabkar2002,

After further review of the customer's account and activity, we can confirm that this user was flagged to us by the provider's fraud team as having been observed to bet on all 37 outcomes with the intent of hitting the lightning multiplier (which is up to 500x the bet for regular lightning roulette or 2000x on another variant of lightning roulette).

Due to the nature of the bets and returns when covering entire board, and whilst player would be in most cases lose a portion of the bet, any hit on the lightning multiplier would allow to recoup this difference and ultimately allow him to turn a profit at minimal risk.

For this reason user was restricted, although this process in this case fell short of the usual expectation where user should have been allowed to first cashout his remaining funds (after the usual document KYC is fulfilled in accordance with our usual 1st cashout requirement).

We reached out to player to provide proof of ID and proof of address, and allowed him to login to upload these docs and request a cashout - once the documents are successfully verified, we will process the refund of the balance and keep account permanently disabled.

We hope for understanding and cooperation.

Best regards,

LuckyDreams Team

Yes I bet on 37 outcomes.So what,this is not illigal.If is this illigal so why you allow to place bet like this.This is lightning roulette so I played it for lightning.And for about my deposit refund you ask me for documents why I will gave it to you,you blocked my account and didn't allow me to play.A casino ask for the documents for knowing his customer.Also the money is mine not winning.If you didn't allow so why I will give my documents.Also if you wants the documents please ask for any of these documents on your choice i.e id, selfie with id, address proof and deposit screenshot.Please ask for anyone because you didn't allow me to play so why you wants all the documents.

Dear LuckyDreams Team,

Thank you for your response. I have sent you an email with some additional questions and am awaiting your response.

Dear thearnabkar2002,  

I am in discussions with the casino team regarding your situation. However, please be aware that any potential transactions, whether it involves paying out winnings or refunding deposits, can only be processed after you have successfully completed the KYC process, which is a mandatory requirement. I encourage you to work closely with the casino team on this matter.

Dear CasinoGuru Team,

After a recent review of the user's account activity, we can confirm that thearnabkar2002 has successfully verified his casino account, and we processed the remaining balance that was requested by the user.

As a casino operator we maintain the right to keep the account closed in accordance with our policies.

We appreciate your attention to this matter and hope for understanding.

Best regards,

LuckyDreams Team

Thank you for the response, LuckyDreams Team.

Dear thearnabkar2002,  

May I regard your case as adequately addressed?

Dear thearnabkar2002,

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.