LuckyDreams Casino - Player’s winnings confiscated after accidental bonus cancellation.

Dear Sir

i would like to share with you what happened with me today in luckydream casino

i have deposit an amount of 2000 usd last Saturday 27/7/2024 and have benefit from a bonus of 4000 usd which was the double of the deposit

so my account at start was 6000 usd

and wagering was x40 = 160000 usd to be finished on 3/8/2024

i was so lucky during the past 4 days and the amount jumped from 6000 usd to 68000+ usd

today morning i was checking how much balance amount to finish the wager of the 4000 bonus while holding my son of 2 years old, and he click accidentally on the phone screen on word cancel bonus and in seconds the 68000+ usd disappear and my amount back to 2500+ 

the problem when my son accidentally touch the screen the word cancel they didnt ask me if i confirm this decision but directly the bonus of 4000 and all the profit was deducted immediately .

i immediately contacted the customer support to explain this issue

they advised me to send you an email cause from there side they cant do anything and cant return the canceled amount by mistake to the account

i have request form them the phone number of the company, the location, the address, the name and contact details of head of lucky dreams vip section as i am vip members cause i told them i plan to visit your office to solve this mistake but they refused to give me any of those data.

and honestly i am so surprised from such answer

i am a client who requested luckydreams physical address but still they refused.

i need to know what is the solution of the issue to get the amount back to my account

i have deposit in there website like 30000 usd in less then 1 month and was so happy that i was able to recover my loss then this happened 

and clearly the bonus and the profit was canceled by mistake, and its not fair to not return such amount of 65500 usd deducted to my account, its a big amount 

and to answer me sorry we cant return this amount is not logic

the bonus is coming from luckydreams

and they control this website and its software

i told them if the issue cant be solved by emails i would like to visit your office in person or my representative to discuss this issue and solve it

we are not talking about s small amount, but about exactly 65500 usd deducted.

its not logic that as a client who is dealing with a casino which is a company cant get the data of this company 

and i told them i want to be in touch with the head of vip department by call 

also how a small touch on screen to word cancel and full amount is deducted without having option of confirmation of this cancellation or i do not confirm this cancellation

legally its not right.

such choices must have option of confirmation and no i dont confirm

please advise what to do if they refusev to return the deducted amount 

i have contact them many time today by chatting on the website cause i tried many time to call them but line always busy and then they inform me that they can only call me and i cant call them.

they said issue still under investigation and they will get back to me soon.

and des the casino have the right to not give me the information that i am asking for, like the office location, manager contact, phone number etc

regards

Charbel ****

Dear ceejay,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LuckyDreams Casino.

Please understand you are responsible for your account, active balance, and all bets taking place.

Casinos are rarely able to restore bonus balance for a canceled bonus, and if you cancel it yourself, we can't compel the casino to restore it.

Please allow me to ask you a few questions so I can better understand the situation

• Could you please share a link or a screenshot of the bonus you activated and played?
• What was the wagering progress of your bonus when you canceled it to your knowledge?

Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Tomas

Thank u for the following up

Please note the following 

_ this bonus they give it each Saturday Where u can get up to 200% bonus on your deposit

On saturday I can send you a link

_ the wager time was until 3/8/2024 and amount to wager was 160000.and at time when my son click the button I was already done around 113000 usd of the total wagering .

However please note until now I didn't get any call or reply from the vip team as they are checking my issue and hopefully soon they will update me .

All the answers on my case was from the support agents 

The lowyer also is waiting for the final reply to know how to act .he spend all night with me checking ur website which is very helpful honestly and he found an article about curacao license. He was already in contact with 3 attorneys companies in curacao to appoint one of them to follow up my case if will not be solved.

From my side I'm ready to pay 5000 usd to a lawyer to try to get back amount of 65000.plus it's a try to not always look to My son later and remember he make me loose amount if 65000 usd 

Honestly before this issue I didn't had any complain with luckydreams 

I like this casinos and even until now I can't complain as I didn't get final reply from them but friend of mine advised me to check ur website and to contact you as you can help to solve this problem. 

You mention in ur reply that barely the casino can restore the balance bonus for a canceled bonus 

So u mean this happened before with another customer!

Have a got a similar complain!

From my side ill not give up 

I believe they can

They control the website and the software and bonus coming from their side 

Must of their vip customers are from Arabic country like me and we have our own whats app group and in case amount not return and wasn't able to get back it even by court they said we will change the casino to another one .

Ill update you once I got any reply from them 

In same time can u advise if we are following right procedure by appointing a lawyer in curacao to follow up this case .cause the license came from curacao .

Plus the website of luckydreams don't have the function to confirm your choice if you accept or u cancel and this is very strange and dangerous .look to my case small click and 65500 exactly desappeared.

it should have a feature of confirmation to continue this request or to cancel it especially we are talking about money and account

regards

Charbe ****

Dear Mr Tomas

kindly find more chat screen chat between me and luckydreams support agent

Dear Mr Tomas

good day

here the update

they contact me by call and propose on me 2 options

or 5000 cash and no need for any wager

or 10000 but need to do 20% wager in 7 days

what do you advise

regards

Charbel ****

I apologize for not replying sooner.

• Have you agreed to any of the proposed solutions of the casino?

In the casino's bonus terms and conditions, I found this: https://www.luckydreams.com/bonus-terms-and-conditions

"Unless specified otherwise in the individual Promotion Terms and Conditions, any bonus winnings ***from any deposit bonus offer*** will be capped to a maximum of 5000 USD/EUR/CAD/AUD/NZD/CHF/USDT/USDC, 50000 NOK, 100000 ZAR."

• Was the bonus you accepted and played subject to the bonus winnings cap, or not to your knowledge?

Dear ceejay,

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.

Dear Tomas

good day

please note the following

i have accept the offer of 10000 usd and i failed to finish the wagering

i wish i received your email about the 5000 max profit possible with bonus earlier but they told me they need my answer in same day so i have choose the 10000 option with wagering rules.if i knew it that max profit is 5000 i was going to choose the option of 5000 cash.

and i have check with them about the 5000 max profit with bonus , its totally right and not only its 5000 max profit but they calculate the bonus and the deposit as part of the 5000 profit

i believe many players dont know this rules, and they will be surprised in case of any big win while using the bonus that this win will disappears and they cannot withdraw it even if they finish the wagering.

regards

Charbel ****

I appreciate your update and your point of view.

While we strive to respond as soon as possible, we are often unable to do so due to the hundreds of active complaints we attend to.

Also, please note that according to our fair gambling codex, we consider imposed win limits to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play. 

Since you ultimately lost your winnings, we can't offer any recourse about your issue and the complaint will be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.