LuckyDreams Casino - Player’s criticizing Responsible Gaming practices.

Hello casino guru ,

I had account with lucky dreams and I won the money , over 70k

And I put the loss limit on my account, then I decide to play again I ask them to remove my limit , they told me as a responsible gambling I have to wait 24 hrs before the limit will be removed , I wait 24 hrs limit got removed , I played again that bring my balance up to 112000$ , I ask them to put the loss limit again they took 1 day to that I send them so many emails and request live chat so many times, they finally put the loss limit then again on one night ask again to remove the limit , they saw I have big balance to get paid they remove my limit right away they didn't wait 24 hrs this time and this will end up loosing all my balance and this was remove by one of my family memeber and he had my phone and I close the tab for lucky casino but it didn't log me out so he doesn't need to put the password

But anyways , now I think because they remove my limit rightaway this end up loosing all my balance

They never follow responsible gambling tool this time , they should be waiting for 24 hrs if they would have wait I would not have lost my money and this wasn't even my fault so can u plz look into the case because it involve more then 100k I think it's not right with me because they see I have big balance on my account they never follow the procedure and disable my loss limit right away and they new if player plays more he will loose and then they close my account wen I bring them the issue , can u plz help

Thanks

I have the email that the vip manager Monica send me which she told me they don't feel like to wait to remove the limit , I can forward you that email let me know were I can forward you ,

Thanks will be waiting for the reply

Dear sunnykuk81,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general terms and conditions along with the Responsible Gambling section on the website and didn't find anything about loss limits. Except for the following information:

"If you're experiencing any issues with Casino with regards to your payments, bonuses, responsible gaming limits, etc feel free to contact our Support team at any time! We will do our best to resolve any issues you might have."

I even created an account to see if this option becomes available for players inside the account, but it doesn't. Please understand that loss limits are not a mandatory responsible gambling tool. I understand that you've requested them to be applied through live chat, is that correct? Could you please forward any relevant communication to petronela.k@casino.guru?

Furthermore, please understand that providing access to your casino account, voluntarily or by mistake, to someone else is your responsibility and the casino can't be held accountable for your action.

Thank you very much in advance for your reply.

Best regards,

Petronela

Hello petronela u can check all three emails i sent u were I ask vip manager Monica to put the loss limit in my account , she set the limit and the last email were she accept that they remove the limit right away didn't wait 24 hrs 

Plz check if any question let me know 

Thanks 

Dear sunnykuk81,

Thank you very much for the forwarded communication. Sadly, I have to say that I don't see any wrongdoing on the casino's side. As I mentioned previously, loss/deposit/wager limits are not a mandatory responsible gambling tool. Moreover, their cooling-off period application. Please understand that a player is the only one responsible for their account and bets taking place.

Furthermore, you have provided access to your account to a third party which is absolutely prohibited. I don't believe that you stand any chance to get your lost funds back as you really can't blame the casino for what happened.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear sunnykuk81,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Hello petronela I didn't gave my password to anyone . It was just my brother son who came over and I just told him and my brother about my winning , so in the night he has my phone and he went into the site .. but wen I close the window for lucky dreams I didn't get log out ... so this way he got the access to my account but I think they did wrong with me because first time the live agent told me that it's a rule that I have to wait 24hr to disable my limit but next time wen they saw I have so much balance in my account they disable the limit right away ... if they take the precaution for another 24 hrs again them I would not have lost my money

But the Alex guy on live chat looks more eager to disable the loss limit as I have the chat history he was asking him self should I remove should i remove the limit

And wen I ask him he also admit his fault that he should have wait for 24 hrs before opening the loss limit and all casinos does the same thing they always give player one chance to think if they want to change the mind but lucky dreams make the rules according to there own benefits

That wat I think they should be returning my balance or even half of it I wasn't my fault but I am taking loss and it wasn't like 100 200$ it' was alot of money more the 100k ...

Dear sunnykuk81,

As I previously mentioned cooling-off period for any limit applied to your casino account is not mandatory. As the casino explained in their email (please see below) the first time they applied a cooling-off period as extra precaution and protection. However, since you asked for another limit removal just a few days later they assumed is not necessary to apply it again.

How the third person gained access to your casino account is not really important. Please admit that you didn't protect your casino account as you were deemed to.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear sunnykuk81,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with any other casino. We are here to help.