LuckyDreams Casino - プレイヤーの出金リクエストが遅延され、拒否されました。

A total of 9k was not paid out; it was simply stated as declined.

The reason given was non-compliance with bonus conditions.

Supposedly, bets were only supposed to be up to 5 EUR according to the conditions. They have not yet provided me with the game history and it was playable without restriction. Now both my deposit and the 9k are completely gone.

At every other casino, there are software-based limits. Non-compliant bets in roulette are not accepted. There is no transparency here. I am certain that time is being played with, and my inquiries and contact with them have been progressing very poorly.

Furthermore, they only respond by email in English.

The casino did not honor my request to send the game history; they even claimed that the email address I used to write from was not the one registered there.

It is a Gmail, now googlemail address. My objections were not accepted.

I need impartial support to properly address this situation.

I want justice.

Insgesamt 9 k wurden nicht ausgezahlt, es hieß nur abgelehnt

Begründung war Nichteinhaltung der Bonusbedingungen.

Angeblich wären Einsätze nur bis 5 eur Bedingungen . Sie blieben mir bisher die Spielhistorie schuldig sowie war es ohne eine Einschränkung bespielbar. Nun ist mein eingezahltes sowie die 9k komplett weg.

Bei jedem anderem Casino gibt es softwareseitige Schranken. Bedingungswiedrige Einsätze beim Roulette werden nicht akzeptiert. Hier ist keine Transparenz. Denn ich bin mir gewiss dass hier auf Zeit gespielt wird und meine Anfragen und Kontakt zum Teil sehr schlecht vorwärts kommen.

Auch wird per Mail nur auf Englisch geantwortet.

Meiner Bitte zur Sendung des Spielverlaufs kam das Casino nicht nach, es wurde sogar behauptet, die e Mail Adresse von der ich geschrieben habe sei nicht die dort angegebene. 

Es handelt sich dabei um eine Gmail, jetzt googlemail Adresse. Meine Einwände wurden nicht akzeptiert.

Ich brauche eine unparteiische Unterstützung um fair dies zu beleuchten. 

Ich will Gerechtigkeit.

Dear Sabbi,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve experienced with LuckyDreams Casino and the declined payout of your winnings.

After reviewing the casino’s terms and conditions, it’s clear that during the active wagering requirement phase of a bonus, the maximum bet allowed is 5 EUR (or equivalent in other currencies). This rule applies to all bonuses, including deposit bonuses, free spins winnings, and loyalty scheme bonuses.

• Did you place any bets exceeding the 5 EUR limit while using the bonus? If so, could you provide details about those bets?
• Additionally, could you share any communication you’ve had with the casino, particularly regarding their refusal to send your game history or their claim that your email address did not match the one registered?
• If you have screenshots or emails, you can forward them to petronela.k@casino.guru for review.

Your cooperation is essential to move forward with this case. Without your input and supporting information, we won’t be able to effectively mediate the issue. Please note that clarifying whether any bets exceeded the limit is key to assessing the casino’s decision.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.