HomeComplaintsLuckyDreams Casino - Player's account is closed without explanation.

LuckyDreams Casino - Player's account is closed without explanation.

Black points: 100

Amount: 2,200 INR

LuckyDreams Casino
Safety Index:Above average
Submitted: 16 Sep 2024 | Unresolved : 15 Oct 2024
Unresolved Our verdict

No reaction, passive regulator

UNRESOLVED

Case summary

1 month ago

The player from India had completed the KYC process and requested a withdrawal of Rs 2200, but his account was disabled without explanation. Despite his inquiries, he had only received vague responses indicating that it was an administrative decision. The Complaints Team had attempted to engage with the casino for clarification but received no response. Consequently, the complaint was marked as 'unresolved,' and the player was advised to contact the Curacao Gaming Authority for further assistance.

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2 months ago

I completed kyc and made a withdrawal request of rs2200 but they disabled my account.When I wants to know the reason they are always told that it is administrative decision.What is this behaviour I didn't know for why my account is disabled.I am sure that it is a biggest scammer platform with biggest scammer support agent.

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2 months ago

Dear mahapatrashantanu454,

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 which games you focused on while your account was active - slots, live casino, sports betting, etc.?
  • When did you create your account and when was it closed?
  • Did you accumulate your winnings with or without an active bonus?

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

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2 months ago

I played live games.I created this account on July month didn't remember the exact date and it is blocked on previous month when I completed my kyc and made the withdrawal request and from then I was in touch with customer support but they are ridiculous don't give me the reason for why my account is disabled.I contact over mail and live support they always told it is administrative decision,what is this behaviour.

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2 months ago

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2 months ago

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2 months ago

Also I didn't get any bonus.

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2 months ago

Thank you very much, mahapatrashantanu454, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@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.  

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2 months ago

Hello mahapatrashantanu454,


My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.


I would like to request the presence of a representative from the casino in this conversation.


Dear LuckyDreams Casino,


Could you possibly provide additional information regarding the account closure and clarify the situation?


Thank you in advance.


Respectfully,


Michal


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1 month ago

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.

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1 month ago

Hello @Michal

I know they will not reply because they have no reason.It is a cheater platform.

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1 month ago

Dear mahapatrashantanu454,


I am trying to get in touch with the casino outside of this thread, that's why I am setting another timer. Your patience is greatly appreciated. I will let you know as son as I have any info.

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1 month ago

Hello @Michal

What is the update?

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1 month ago

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.v@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal V

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