The player from Germany filed a complaint against Lucky Dreams Casino for unlawfully denying his withdrawal of €10,000 from winnings totaling €12,039.82, citing an alleged violation of bonus conditions, despite never having used a bonus. He requested assistance with processing his legitimate withdrawal and sought to warn other players about the casino's practices. The issue remained unresolved as the player did not respond to the Complaints Team's inquiries, leading to the rejection of the complaint due to insufficient information for further investigation.
LuckyDreams Casino - Player’s withdrawal is unlawfully denied.
Amount: €10,000
LuckyDreams Casino
Safety Index:Below averageSafety Index
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6.4
LuckyDreams Casino has a Safety Index of 6.4, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
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2 months ago
Translation
Subject: Complaint against Lucky Dreams Casino – Unlawful denial of withdrawal
Dear Casino Guru Complaints Team,
I hereby file an official complaint against the online casino Lucky Dreams, operated by Dama NV and operating under license number OGL/2023/174/0082. Despite complying with all applicable rules, the casino unlawfully refuses to pay out my legally earned winnings.
Facts:
Date of payment: 11/12.02.2025
Deposit amount: 250€ (+ 20 euros)
Payment method: Credit card
Game start: February 11, 2025 at 1:50 am
Wagering: Always with real money, bonus was not used
Winnings: 12039.82 € (payout only made at 10000 Euro)
Withdrawal request: 12 Feb 2025, 04:12
Reason for rejection by the casino: Alleged violation of the bonus conditions
Key points of the complaint:
I only played with my own real money. At no point did I activate or use a bonus.
My account balance was never below €150, so bonus funds were never active.
The €5 wagering rule only applies to bonus money – since I did not use the bonus, this rule does not apply to my game.
The casino rejected my withdrawal request on the grounds that I had violated the bonus terms and conditions, which is demonstrably not the case.
Lucky Dreams Casino responded to my complaints only with general statements and refused to give a clear reason for the refused payout.
My emails were not specifically responded to, instead I was simply informed that my winnings would be withheld.
I contacted the licensor Antillephone NV, who told me that Dama NV now has its own license and no longer operates under Antillephone. There therefore does not seem to be a clear supervisory authority.
My demand:
I request Lucky Dreams Casino to process my legitimate withdrawal immediately. Since I have not used any bonus, breached any terms and conditions and my balance has always been in the real money area, there is no valid reason to withhold my winnings.
I have attached all relevant evidence, including: Proof of my deposit (bank or credit card statement) Complete game history (showing that only real money was used) Screenshots of my winnings and withdrawal attempt , Communication with Lucky Dreams Support , Casino bonus terms and conditions (proving that I am not affected)
I hope that Casino Guru will help me to get my rightful winnings and warn other players about similar problems with Lucky Dreams. This behavior is unacceptable and violates fair business practices.
Best regards,
YMA
m*******@gmail.com
PS: Unfortunately I could only upload one attachment, I will gladly send you the rest via email if you give me an address.
Edited by a Casino Guru admin
Automatic translation:
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2 months ago
Dear TylerDurden777,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
Could you please send me a screenshot of your bonus history from your casino profile?
Could you also kindly forward me all the evidence you've mentioned in your complaint to my email address veronika.f@casino.guru?
Has the casino customer support specified which bonus rule you allegedly violated?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 months ago
Translation
Hello Veronika,
Thank you for the quick reply. I am writing to you regarding my complaint against Lucky Dreams Casino. I am attaching all the screenshots that I mentioned in the complaint.
Unfortunately, I don't have access to the entire game history, I can only see the last 10 spins, I think that's what the casino wants. The casino claims that I violated the bonus terms and conditions by playing with stakes of over 5 euros.
However, this only happened when I had already fulfilled the bonus conditions, i.e. wagered 40 times. I also played with 70% real money, only 30% was bonus credit, and since my credit never fell below 70% during the game, I played with my own money the whole time and didn't use the bonus at all. I also didn't get any reasonable information other than that I violated the bonus conditions. I don't think it's justified in this case to keep the entire winnings after all the conditions have already been fulfilled and the winnings came from a game where I wagered a maximum of 3 euros. Thank you in advance for your efforts.
Best regards
Miro
Automatic translation:
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1 month ago
Thank you for your response. I have checked the Bonus Terms, and this is what I found:
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 in Excel format together with a link to the specific bonus that you redeemed and played. My email address is veronika.f@casino.guru. You can request your gaming history in Excel format directly from the casino.
Thank you for your cooperation.
