LuckyDreams Casino - プレイヤーのアカウントは警告なしに閉鎖されました。

Hlw,

I created a account on lucky dreams casino on 27th July after that I do deposit of 1500 inr in my gaming account on the same day. After 5-6 days of gameplay I have 7007 inr in my lucky dreams gaming account. So on 2nd of August I placed a withdrawal of 7007 inr. But just after placing withdrawal request they were asked me to do kyc. So as of their recommendation I have uploaded the mentioned documents with payment receipt and they done the kyc in few minutes and then customer chat support told me to wait for 2 days for the withdrawal. The next morning when I'm trying to login into my account I can't able to login. There only pop up showing up your account is disabled 😞... Please help me out 😭 🙏.

Dear sam956879,

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 advise which games you focused on - slots, live casino, sports betting, etc.?
• Do I understand correctly that your documents were approved?
• Did you accumulate your winnings with or without an active bonus?

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

I played live casino. And yes my documents are Fully verified. I have won my winning with my real money.

Thank you very much for your reply, sam956879. Have you tried contacting the casino regarding the blocked account? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

The mentioned documents are given below, that's all I have for now.

Thank you very much, sam956879, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.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.  

Hello sam956879,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite LuckyDreams Casino to join the conversation and participate in the resolution of this complaint.

Dear LuckyDreams Casino,

Can you please clarify the reasons for closing the player's account and confiscating the funds?

Kind regards,

Adam

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear sam956879,

We would like to extend our sincerest apologies for the experience it may have been for you, and we appreciate your patience throughout this process.

Please be assured that we have thoroughly reviewed your case in accordance with our Anti-Fraud and Anti-Collusion Policy. Our priority is to maintain a safe and fair gaming environment for all our players, and these procedures are crucial to achieving that.

As a result of our review, we have sent you a private communication via email with detailed information on how to resolve this matter. We kindly ask you to check your inbox (and your spam/junk folder, just in case) for our email and follow the instructions provided.

If you have any further questions or require additional assistance, please do not hesitate to reach out to our support team directly.

Best regards,

LuckyDreams Team

Thank you for your response, LuckyDreams Casino.

Dear sam956879,

Can you confirm you have received the email from the casino?

Kind regards,

Adam

Dear sam956879,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear sam956879,

As we have had no further response from you, we are unable to investigate further and have no choice but to reject this complaint.

You can reopen this complaint at any time.

Kind regards,

Adam