The player from Germany had had an issue with Lucky Dream Casino where she had deposited money after being promised a deposit bonus over a phone call. However, the bonus had not been credited to her account and the casino had denied making the promise. After she raised the complaint with us, we had facilitated communication between the player and the casino. The casino resolved the issue by crediting the promised bonus to the player's account. The complaint was then marked as 'resolved'.
LuckyDreams Casino - Promised bonus not received by player.
Amount: €100
LuckyDreams Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.7
LuckyDreams Casino has a Safety Index of 5.7, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello, I received a call from a Lucky Dream representative the day before yesterday. They asked me why I hadn't made a deposit with them in a while. I told them that I only play with deposit bonuses. They said that wouldn't be a problem and that they would send me an SMS with a bonus code, and I would get a 150% bonus. So, I thought okay, and made a deposit at Lucky Dreams, but did not receive the bonus. They refuse to give it to me and claim that no one from the casino called me. I then called back the number and the automated voicemail of Lucky Dreams answered. I told them that I either want the bonus or I want my money paid back, but they refuse. They won't provide the bonus and also won't pay back the money. They say I have to wager it 3 times before I can withdraw, which I find outrageous. Can you help me with this? I'll send you all the screenshot proofs etc. Best, Cindy.
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1 year ago
Dear Chefe1986,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LuckyDreams Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Do I understand correctly casino support confirmed to you the specific bonus code 'LUCK2' is unavailable to you?
- Have you entered the code correctly upon making a deposit?
- Has the casino offered you any alternative bonuses instead of this one?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 year ago
Translation
Yes, the bonus code LUCK2 was entered correctly. There was even a message that the code was accepted, but the bonus was not credited. And I was not offered any other bonuses and the casino refuses to give me a bonus
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1 year ago
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DID you receive any screenshots from me? If not, I can send everything to you again
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1 year ago
Translation
Yes, in the live chat I was told that the bonus wasn't available to me and said that it wasn't anyone who called me. But when I called the number again, the voicemail from lucky dreams answered. This is all strange, I feel cheated
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1 year ago
Thank you very much, Chefe1986, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 year ago
Dear Tomas,
Thank you for bringing this matter to our attention. We've reviewed the case thoroughly and contacted the player internally.
Dear Chefe1986,
We acknowledge the inconvenience caused by the miscommunication and deeply apologize for it. We kindly ask you to reply to our email and we will be glad to resolve this matter in any way that is satisfactory to you. Thank you!
Best regards,
LuckyDreams Team
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1 year ago
Hello Chefe1986,
My name is Stefan, and I will be taking care of your complaint from now on. I am so sorry to hear your bonus was not credited to your casino account.
Dear LuckyDreams Casino,
Could you please state why the player's bonus with code "LUCK2" was not credited to the player's account?
Thank you in advance for providing the information.
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1 year ago
Translation
Hello Stefan Casino Luckydreams has now credited the bonus to my casino account.
Thank you very much for your help LG. Cindy
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1 year ago
Hello Chefe1986,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Stefan, Casino.Guru
