LuckyDreams Casino - Povlačenja igrača su otkazana.

I would like to file a complaint regarding the cancellation of my withdrawals and the invalidation of my winnings at Luckydreams.

I deposited €50, activated a 75% bonus, and won a total of €8,000. I requested four withdrawals of €2,000 each. All withdrawals were canceled on the grounds that I exceeded the €5 maximum bet rule during the bonus period.

However:

• At no point was I shown that my balance was still tied to a bonus.

• No warning or restriction appeared for bets over 5 EUR.

• The system allowed normal gameplay and withdrawals without displaying an active bonus.

• Only after the win and an attempt at withdrawal was the bonus rule suddenly enforced.

This gives the impression that the casino only checks the bonus rules AFTER a player has won a significant amount, which is unfair and misleading.

I request support to either receive my profits or find a fair solution.

The casino should provide time-stamped logs proving that the bonus was active during the alleged violations, as well as an explanation as to why no warnings or restrictions were displayed on the platform.

Thank you for your support.

Translated with DeepL.com (free version)

Ich möchte eine Beschwerde bezüglich der Stornierung meiner Auszahlungen und der Ungültigkeitserklärung meiner Gewinne bei Luckydreams einreichen.

Ich habe 50 EUR eingezahlt, einen 75 %-Bonus aktiviert und insgesamt 8.000 EUR gewonnen. Ich habe vier Auszahlungen von jeweils 2.000 EUR beantragt. Alle Auszahlungen wurden mit der Begründung storniert, dass ich während des Bonus die 5-EUR-Maximalwettregel überschritten habe.

Allerdings:

• Zu keinem Zeitpunkt wurde mir angezeigt, dass mein Guthaben noch an einen Bonus gebunden war.

• Bei Einsätzen über 5 EUR erschien keine Warnung oder Einschränkung.

• Das System erlaubte normales Spielen und Auszahlungen, ohne dass ein aktiver Bonus angezeigt wurde.

• Erst nach dem Gewinn und dem Versuch einer Auszahlung wurde die Bonusregel plötzlich durchgesetzt.

Dies erweckt den Eindruck, dass das Casino die Bonusregeln erst überprüft, NACHDEM ein Spieler einen bedeutenden Betrag gewonnen hat, was unfair und irreführend ist.

Ich bitte um Unterstützung, um entweder meine Gewinne oder eine faire Lösung zu erhalten.

Das Casino sollte zeitgestempelte Protokolle vorlegen, die belegen, dass der Bonus während der angeblichen Verstöße aktiv war, sowie eine Erklärung, warum auf der Plattform keine Warnungen oder Einschränkungen angezeigt wurden.

Vielen Dank für Ihre Unterstützung.

Übersetzt mit DeepL.com (kostenlose Version)

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Dear xjibbit,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this:

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 the 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, please request the casino via email to send you the gaming history in Excel format, together with a link to the specific bonus that you redeemed and played. My email address is [email protected].

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Veronika