LuckyDreams Casino - プレイヤーの撤退が遅れています。

I placed withdrawal on 6th September still not processed, while chatting with them they saying it will be processed,

My account registered with email - krish******@gmail.com

Account is fully kyc verified and also received withdrawal twice they are delaying my withdrawal this time very much

Dear krishpati99,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Did you accumulate your winnings with or without an active bonus?

What types of games did you play?

When was the last time you communicated with customer support regarding the delay of your withdrawal?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi

My complete winning is with real money didn't opted for bonus,

I have played Multiple Games In live casino

I have communicated with the support 3days ago,they are saying we are working, received same massage 3time from their support

Please provide me with all the correspondence between you and the casino's customer support regarding the delayed payment to veronika.l@casino.guru. Also, please specify if you have made any successful withdrawals from this casino before.

I have made withdrawal twice before, now they blocked my account and communicated to refund me my deposit money but I didn't accepted that as I want my withdrawal they are giving lame reason of bonus abuse but I didn't opted for any bonus through them

Thank you for keeping me updated. Please forward me the email you received from the casino after your account was closed at veronika.l@casino.guru. Kindly include all the other evidence that could be relevant to the investigation of your case as well.

I have send all the screenshot of email between me and luckydream support

Thank you very much, krishpati99, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, krishpati99,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear LuckyDreams Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence and breached/applied rules?

If it suits you better, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

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.

Hello CasinoGuru team and krishpati99,

In response to the complaint regarding the voiding of winnings and account closure, we would like to provide clarification.

While the customer successfully verified their identity, a thorough review of their account activity and pattern of play revealed behaviour that did not meet our robust anti-fraud standards. These standards include, but are not limited to, identifying actions such as collusion with other players on live tables, the use of unfaithful strategies and fraudulent activities involving other online casinos.

Following investigation with provider, we found evidence of the above, and as such refunded deposit amount to the player and voided winnings.

We appreciate the understanding of all parties involved as we continue to uphold fairness and transparency for all players.

Kind regards,

LuckyDreams Team

Dear LuckyDreams Team,

Thank you for your explanation.

Can you please forward the relevant evidence and the provider's statement regarding the user's play to my email (branislav.b@casino.guru)?

It would be also highly appreciated if there were details connecting the complainant's casino account (her email associated with the disputed casino account since nothing else was filled in upon submitting the complaint) with the details from the provider.

In addition, can you inform us about the amount of the deposit that should be/have been refunded and the amount of the winnings confiscated?

Thank you.

Dear CasinoGuru Team and Branislav,

Kindly be aware that the details have been sent to the stated email on Oct 29 as requested. Please review and revert, thank you.

Best regards,

LuckyDreams Team

Dear krishpati99,

The casino was basically able to fully substantiate its claims and decision with relevant data/evidence. There was a violation described in more detail in the casino representative's first post, so I do not think it is necessary to clarify it further.

After gathering all the necessary information and details, we are closing this complaint as unjustified due to breaching the casino's terms and conditions. Based on the provided data, it would be likely impossible to prove otherwise. The casino acted in accordance with the terms and conditions you accepted upon registration.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, LuckyDreams Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru