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Complaint description

I am submitting this complaint because LuckyDreams Casino unlawfully confiscated and deleted my legitimate winnings of €11,000, despite the bonus wagering being completed and the system confirming this.

Below is a clear and chronological explanation of the case.

1. Bonus wagering was completed – system confirmation

LuckyDreams’ platform does not allow a withdrawal request while a bonus wagering requirement is still active.

On the same day, at 16:09, the system accepted my €3,000 withdrawal request.

This is technical confirmation that the wagering requirement was completed and the bonus was no longer active.

2. Higher bets were placed AFTER wagering completion

After the system confirmed the bonus completion, I continued playing with real funds only.

I placed some bets above €5 after the bonus was completed, believing the funds were no longer restricted.

All winnings in dispute were generated after this point.

3. Casino claims a "max bet rule" that was not visible or enforced

LuckyDreams later claimed that I violated a €5 maximum bet rule.

However:

The rule was not visible anywhere in the user interface

No warning was displayed

No technical limit was enforced

The casino explicitly stated in writing:

"We are unable to limit the bet sizing; players are free to bet to their liking."

A rule that is not visible and not technically enforced cannot be applied retroactively to void winnings.

4. Contradictory explanations from the casino

LuckyDreams provided contradictory statements:

They confirmed withdrawals are blocked until wagering is completed

At the same time, they claimed wagering may still not have been completed "correctly" after the system allowed the withdrawal

This contradiction shows that the casino is reinterpreting completed wagering after the fact.

5. Manual deletion of winnings

After I requested withdrawal of the full balance, LuckyDreams manually deleted €11,000 from my account and replaced it with a €350 "goodwill" credit.

This was done without prior warning and without any system-based violation at the time of play.

6. Attempts to resolve

I contacted LuckyDreams multiple times and provided explanations.

I also contacted Curaçao eGaming, but received no response so far.

LuckyDreams refuses to restore the winnings despite the evidence.

7. Requested resolution

I respectfully ask CasinoGuru to assist in resolving this dispute and request that LuckyDreams:

Restore the full €11,000

Allow withdrawal of the funds

Acknowledge that wagering was completed when the withdrawal was accepted

I am ready to provide all supporting evidence, including screenshots, emails, and timestamps.

Thank you for your assistance.

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Dear Armin92,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please clarify which bonus you played with and how much you deposited? If possible, please post a link or promo code you used to activate the offer here in this thread.
• Do I understand correctly that you received a notification after you completed the wagering requirements?
• Is the balance in your casino account divided into real and bonus money balances? Were your bonus winnings transferred to the real money balance?

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,

Kristina

Dear Kristina,

Thank you very much for your reply and for your assistance.

I am happy to clarify your questions in detail.

1. Bonus and deposit

I played with a standard deposit bonus which I activated via the LuckyDreams promotions page after making my deposit.

The bonus was credited automatically (no separate bonus code was required).

Deposit amount: [please insert your deposit amount here]

Bonus type: Deposit bonus with wagering requirements

2. Status after completing the wagering requirements

After completing the wagering requirements, the bonus was treated by the system as completed.

I did not receive a specific pop-up notification; however, I was technically able to request a withdrawal, which according to the casino’s functionality is only possible when no active bonus remains.

At 16:09, I successfully submitted a €3,000 withdrawal request.

From my understanding and based on the casino’s system behavior, this confirms that the bonus phase had ended at that point.

3. Display of the balance (important clarification)

The casino balance was not split or visibly separated into bonus funds and real money.

Only one total balance was displayed at all times.

As a player, it was therefore not possible to see whether any part of the balance was still considered bonus-related.

After the wagering requirements were completed and the system allowed me to request a withdrawal, I reasonably assumed that the balance was fully real money.

All bets exceeding €5 were placed only after the withdrawal request at 16:09, i.e. after the wagering was completed.

4. Additional clarification

LuckyDreams later confirmed in writing that:

there is no technical limitation on bet size, and

no warning message is shown when placing higher bets.

Only after I requested withdrawal of the full balance (approx. €11,000) was the balance manually reduced and replaced with a €350 "goodwill" credit.

I hope this clarification helps with the further review of the case.

I am happy to provide screenshots or any additional documentation if needed.

Thank you very much for your support.

Kind regards,

Armin