LuckyDreams Casino - Player's account has been closed with winnings confiscated.

i have opened an account with LuckyDreams and was a VIP Member, my account was fully verified, i also have withdrawal winnings from luckydreams until one day i had a withdrawal request of $6000 and i wanted to ask customer support that would the timeframe be the same as first time for me to receive the withdrawal because as i have mentioned i have requested a withdraw before and did receive it so that means i am verified, a guy called Dean which was the person im chatting with blocked my account without my authority and for no reason this is approxmantly 30 days ago, ever since then i have provided lucky dreams with every possible document that i have for my 6k withdrawal and through the whole process lucky dreams was only delaying and making my life hell for no reason, after the 30 days they said withdrawal has been accepted and refunded but the deducted my $6000 and they refunded what i deposited !! this is very infair IM SEEKING JUSTICE AND HELP PLEASE as luckydreams has disabled my account and took my winnings for totally no reason, please help me.

thank you

Dear noahabdo,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re facing. To better understand your situation and determine how we can assist, could you please provide more details by answering the following questions?

• Which games did you play to accumulate your $6,000 winnings?
• Were these winnings earned with or without an active bonus?
• Has customer support specified which terms or rules were allegedly violated, leading to your account closure and fund confiscation?
• Were you asked to submit any additional identity verification documents before your most recent withdrawal request?

I appreciate your cooperation and hope we can help resolve this issue as soon as possible. Looking forward to your response.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Dear Veronika,

Thank you for your prompt response and for looking into my complaint.

Regarding your questions:

The game I primarily played to accumulate the $6,000 winnings was Doggwoof.

These winnings were earned without an active bonus.

Customer support has not specified which terms or rules were allegedly violated, leading to my account closure and fund confiscation. This lack of clarity is very concerning.

I have already submitted all the identity verification documents requested in the past. Furthermore, I have reached VIP level on your platform, which I believe further demonstrates my commitment as a player. I was not asked to submit any additional documents before my most recent withdrawal request.

I am reaching out to you with urgency as this $6,000 represents a significant amount of money for me and has unfortunately put me and my family into debt. I would be incredibly grateful if you could urgently investigate this matter and help resolve this issue as soon as possible.

Thank you again for your time and assistance.

Best regards,

Noahabdo

Thank you very much, noahabdo, 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.

thank you so much for your help I appreciate it.

Hello thearnabkar2002,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and just so you know, the casinos have the authority to close any player accounts at their discretion, however, it is important that all financial obligations are settled beforehand as long as there have been no rule violations.

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 player's winnings. When will the player winnings be disbursed from your side? If the situation is more complex than it currently appears, I would be grateful for your clarification. Additionally, if there are any details or factors influencing this matter that cannot be disclosed publicly, please send them 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.