The player's winnings were voided due to breaching bonus terms.
LuckyDreams Casino - The player's winnings were voided. The complaint was rejected as the player breached the casino's bonus terms.
Amount: €1,000
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.
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
Unjustified complaint
REJECTED
Case summary
3 years ago
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3 years ago
Translation
Dear Ladies and Gentlemen,
Thank you for working on my case.
I hope you can help me.
Automatic translation:
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3 years ago
Hello Autopsiexxl,
Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with Lucky Dreams Casino. Please allow me to ask you a few more question before we would move forward.
Are you able to access your betting history? Did the casino specifically mention the reason of the balance void? Did you ever make any deposit into the casino and is your account verified?
Also please send any relevant evidence or communication with the casino to nikolas.b@casino.guru.
Looking forward to your answer and I hope we will be able to help you resolve it.
Regards,
Nick
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3 years ago
Translation
Dear Ladies and Gentlemen,
I responded to your question by email.
If you have any questions, I am at your disposal.
Automatic translation:
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3 years ago
Translation
If the email didn't arrive ...
Here again briefly to your questions:
Yes i can log in,
Yes I have access to my history
No, I haven't made a deposit in this casino yet,
Yes, I have submitted documents but have not yet been verified by the casino,
Yes the reason was called that
I forwarded the screenshot with the rejected payment to the email mentioned.
If you have any questions, you can contact me at any time.
Automatic translation:
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3 years ago
Dear Autopsiexxl,
Thank you very much for the e-mails. The verification is the most likely reason of the rejected withdrawals. However, if you requested for it about a week ago, I would recommend you to wait only. It usually takes up to 14 days for the first withdrawal to be processed as the verification may take up some time.
You also mentioned that they said you have breached the terms - could you specify that? Did they say what term?
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3 years ago
Translation
Dear Ladies and Gentlemen,
It has little to do with verification
According to the terms and conditions, you can only bid € 5.
But in the game I have and could buy free spins. This was given as a reason for rejection.
I don't understand why you don't switch off the option in such games, in other casinos it is also the case, I find that misleading and incorrect.
You play and even win, until the time of the payout, then everything is canceled.
Even if I bought free spins for an assumed € 50, the round stake is € 0.50 where is the point. That is what I call misleading methods.
Mfg Hans-Werner Schneider-Lauer
Automatic translation:
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3 years ago
Dear Autopsiexxl,
I've checked the casino bonus terms and 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; 0.000095 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)."
It would be a different case if they wouldn't mention purchases within the game but as they clearly have it in their terms, there isn't anything we are able to do with it. I'm really sorry that we are not able to help you out with this case. Is there anything else we can assist you or anything that would change this case? If not, we will be forced to close the complaint.
Regards,
Nick
