LuckyDreams Casino - Player’s winnings have been confiscated.

Hi team,

I recently won a jackpot sum of AU $20000. I was being advertised also as a maximum winner on their front page. I can provide screenshots. I had requested the withdrawal accordingly, after a week later they took out all my winnings and give me $100. They give me a reason that I exceeded the bonus limit. All casinos slot machines will not let you play if you have exceeded the limit but they let me do so and now simply declined the payout. This casino is a scam and should not exist. Can you please assist me in getting my payout back? All screenshot can be provided if required.

Thank you,

aung

Hello Aung,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Would you be so kind and clarify whether you accumulated your winnings with or without an active bonus? 

Would you be so kind and send me all the relevant communication between you and the casino together with any other evidence you have, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Thank you for your email, Aung. I see that you were informed that you breached the maximum allowed bet. I checked the Bonus T&Cs (https://www.luckydreams.com/bonus-terms-and-conditions), and I found this:

"Any issued bonuses are by default limited to a maximum bet during wagering: 5 EUR/USD; 8 CAD/AUD; 8 NZD; 50 NOK, 430 RUB, 440 INR; 85 ZAR; 20 PLN; 0.00017 BTC; 5 USDT unless otherwise specified. Max bet limit includes bets doubling after a game round has been completed as well as bonus rounds (purchased within the game)."

Would you be so kind as to clarify whether you violated the maximum allowed bet? Please, forward me your game history from the bonus play. Thank you in advance.

Hello Kristina,

Thank you for your response. To answer your question: I never realised there was policy in place. As I mentioned in my previous email, the system will not let you place more than limited amount at other online casinos. So I was able to bet higher than $8 for approximately 11 hours. I am not able to get the transactions game history from my phone at this stage but yes I bet more than $8 from minimum bet I started.

Thank you,

Aung

Aung, we would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

Sadly, there is not much I can do to support your case at this time and we cannot punish the casino, nor ask it to pay out your winnings if such a basic term was breached. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. Please do not hesitate to contact me if there is anything else, I could do for you in this matter, otherwise, I will be forced to reject this complaint. Thank you for your understanding.

Thank you for your assistance and time.

Regards

Aung

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 this or any other casino and we will try our best to help.