The player from Germany had won €4,500 on Luckydreams.com but faced issues withdrawing his winnings due to a claim that he had violated a betting limit associated with a €5 bonus that he received through a Wheel of Fortune. He was unaware of this rule and sought clarification and resolution. The Complaints Team confirmed that the maximum bet rule was an industry standard and, despite the player's concerns about fairness, the complaint was rejected as the casino acted within its rights.
LuckyDreams Casino - Player's withdrawal is delayed due to bonus rule issues.
Amount: €4,000
LuckyDreams Casino
Safety Index:Above averageSafety Index
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6.6
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 month ago
Public
Public
1 month ago
Translation
Hello fellow players,
I have a problem with Luckydreams.com. On Sunday, I won €4,500 on Zeus vs Hades through a bonus purchase worth €90. I played with €500 more and requested a withdrawal of the remaining €4,000. I verified my account, and everything seemed fine until yesterday. Today, I woke up to find the following email. (Image1)
I then contacted support via the chat on their site. They told me that if you receive a €5 bonus, you cannot place bets exceeding €5. I have never heard or read of that rule before. Furthermore, I received the €5 bonus through the Wheel of Fortune and did not choose it myself.
I deposited €20 and selected the Wheel of Fortune bonus. I received €5 in credit, played down to €10, and won once. After that, I had a balance of €150. Then I went to Zeus vs Hades and won €4,500. Has anyone else ever experienced this situation?
Best regards,
Jonas
Automatic translation:
Public
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1 month ago
Dear jonascicek98,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this:
Unless otherwise specified in the individual Promotion Terms and Conditions, the maximum bet allowed to be placed whilst a bonus is in its active wagering requirement phase is 5 USD/EUR/CHF/USDT/USDC, 8 AUD/CAD/NZD, 50 NOK, 100 ZAR, 500 INR. This includes any bet placed whilst the bonus wagering conditions have not yet been completed, and applies to all free bonuses, deposit bonuses, free spins winnings and loyalty scheme bonuses. The maximum bet allowed whilst wagering towards an active bonus with cryptocurrency will be the equivalent of 5 USD at the exchange rate average on the day of the bets. Maximum bet limit includes bet doubling after a game round has been completed as well as bonus rounds (purchased within the game).
Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.
However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is veronika.l@casino.guru.
If there is any other relevant communication between you and the casino, please send it as well.
Thank you in advance for your reply.
Best regards,
Veronika
Public
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1 month ago
Translation
Well then I have to accept it. But I still think it's unfair to the player.
In addition, you should not be able to purchase bonus features if you have an active bonus.
mfg
Automatic translation:
Public
Public
1 month ago
Thank you for your understanding and for taking the time to provide your feedback. We agree that casinos should ideally limit bets with software during active bonuses, but it's not a standard practice yet. This complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. If you have any more questions or need assistance in the future, please don't hesitate to reach out. Wishing you the best of luck in your gaming!
Best regards
Veronika
