The player from Germany who had a lifetime ban across all Dama N.V. group casinos due to a gambling addiction had complained about LuckyDreams. Despite the confirmed ban, the player had been allowed to gamble and the casino had declined a refund. The player had opened his account with LuckyDreams Casino on September 4, 2021, and his last login was on April 1, 2023. However, we were unable to assist him with his request as it had been more than a year since the initial request was made, turning it into a 'cold case'. Consequently, we were unable to proceed with an investigation and the complaint was rejected.
LuckyDreams Casino - Player was able to gamble despite self-exclusion.
Amount: €50
LuckyDreams Casino
Safety Index:Above averageSafety Index
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6.6
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Case closed
Our verdict
Other
REJECTED
Case summary
10 months ago
Public
Public
10 months ago
Translation
Good day,
today, I am getting in touch to lodge a complaint against the casino. In 2020, I received a confirmation that I would be permanently banned from casinos in the entire group due to a gambling addiction. (See attachment). I have also requested a lifetime ban in all casinos of the Dama N.V. brand due to gambling addiction at other casinos in the group. I would also provide these screenshots for reference.
My current claim is against Luckydreams. I have already addressed this matter with them. They declined to issue a refund. Despite a guaranteed lifetime ban throughout the group (see screenshot).
The casino has declined a refund.
Please help me.
Automatic translation:
Public
Public
10 months ago
Dear Jonasgamble,
Thank you very much for submitting your complaint. I'm sorry for your negative experience with LuckyDreams Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please specify when you opened your account in LuckyDreams Casino?
When was the last time you logged into your account?
When was the last time you made any deposits into this casino account?
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
Public
Public
10 months ago
Translation
Good day,
Account created: 2021-09-04
Last login: 2023-04-01
last deposit: September 4th, 2021
With kind regards
Automatic translation:
Public
Public
10 months ago
I apologize, Jonasgamble, but we regret to inform you that we cannot assist you with your request. As it has been more than a year since the initial request was made, we are unable to proceed with an investigation. This is considered a "cold case", and our policy dictates that we cannot pursue issues that occurred over a year ago. The gathering of evidence and construction of a timeline would be extremely challenging, if not impossible.
Due to the aforementioned reason, this complaint will now be rejected. 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 any issues with this or any other casino in the future.
