LuckyDreams Casino — общее обсуждение (Страница 8)

Thank you for your messages; it's good to know that someone from Casino Guru is at least trying to help me. Therefore, I'm sending the following message. Please forward it to Stefan, thank you.

Hello Radka,

All relevant information and explanations have already been fully and comprehensibly documented by me in the forum chat. The entire matter is presented there in a structured manner.

Despite this, no one has contacted us for at least two weeks now. Neither Stefan, who was previously involved in the case, nor any other Casino Guru employee has responded to the recent posts. The case is effectively at a standstill.

In addition, a significant problem remains:

I have repeatedly requested information pursuant to Article 15 GDPR (data access). Specifically, this concerns those documents and data on which an assessment or decision in my case was apparently based.

However, these documents are still not being made available to me for review.

Therefore, a very simple and legitimate question arises for me:

• If these documents actually exist and were used to assess the case, why aren't they simply shown to me?

Disclosing these documents would immediately clarify the facts and allow me to verify the alleged basis of the decision myself. This would allow the case to be concluded quickly and transparently for all parties involved.

As long as I am denied this GDPR information about the relevant data and documents, the decision-making process remains neither comprehensible nor transparent from my point of view.

I therefore request once again:

• Provision of the documents and data pursuant to Art. 15 GDPR, on the basis of which the case was assessed.
• A statement explaining why this information has not been provided so far.

A timely response is requested, as the case has remained unanswered for weeks.

Thank you.

Vielen Dank für deine Nachrichten, das zumindest irgendwie jemand versucht von Casino Guru mir zu helfen. Deshalb folgende Nachricht. Bitte an Stefan weiterleiten, danke.

Hallo Radka,

sämtliche relevanten Informationen und Erläuterungen wurden von meiner Seite bereits vollständig und nachvollziehbar im Forum-Chat dokumentiert. Der gesamte Sachverhalt ist dort strukturiert dargestellt.

Trotzdem hat sich seit mittlerweile mindestens zwei Wochen niemand mehr gemeldet. Weder Stefan, der zuvor mit dem Fall befasst war, noch irgendein anderer Mitarbeiter von Casino Guru hat auf die letzten Beiträge reagiert. Der Fall befindet sich faktisch im Stillstand.

Zusätzlich besteht weiterhin ein wesentliches Problem:

Ich habe wiederholt um Auskunft gemäß Art. 15 DSGVO (Datenauskunft) ersucht. Dabei geht es konkret um jene Dokumente und Daten, auf deren Grundlage offenbar eine Bewertung bzw. Entscheidung in meinem Fall getroffen wurde.

Diese Unterlagen werden mir jedoch nach wie vor nicht zur Einsicht bereitgestellt.

Daher stellt sich für mich eine sehr einfache und berechtigte Frage:

• Wenn diese Dokumente tatsächlich existieren und zur Beurteilung des Falles herangezogen wurden, weshalb werden sie mir nicht einfach gezeigt?

Die Offenlegung dieser Unterlagen würde den Sachverhalt unmittelbar klären und es mir ermöglichen, die angebliche Grundlage der Entscheidung selbst zu überprüfen. Damit könnte der Fall für alle Beteiligten schnell und transparent abgeschlossen werden.

Solange mir diese DSGVO-Auskunft über die betreffenden Daten und Dokumente verweigert wird, bleibt der Entscheidungsprozess aus meiner Sicht weder nachvollziehbar noch transparent.

Ich ersuche daher nochmals um:

• Bereitstellung der Dokumente und Daten gemäß Art. 15 DSGVO, auf deren Grundlage der Fall bewertet wurde.
• Eine Stellungnahme, weshalb diese Informationen bislang nicht übermittelt wurden.

Eine zeitnahe Rückmeldung, da der Fall bereits seit Wochen unbeantwortet bleibt.

Vielen Dank.

https://de.casino.guru/beschwerden/luckydreams-casino-die-gewinne-des-spielers-werden

The link to the complaint.

https://de.casino.guru/beschwerden/luckydreams-casino-die-gewinne-des-spielers-werden

Der Link zur Beschwerde.

Public Warning – LuckyDreams Casino / Transparency and GDPR Data Access Issue

This post is intended as public information and a warning for other players, so they are aware of potential risks before deciding to play at this casino.

In my case, the issue concerns a confiscated winning amount of approximately €21,000 at LuckyDreams. The full situation has already been documented in detail and is publicly visible in the forum.

A major concern is that relevant documents and data related to the case, which appear to have been used to evaluate or justify the decision, have not been disclosed to me. Despite multiple requests, I have not received full access to my data under Article 15 of the GDPR (Right of Access). Without access to these materials, it is currently impossible for me to independently verify the basis on which the decision was made.

The case has also been reported to the relevant authority. However, there has been no response or decision from the authority for several months, leaving the matter unresolved.

The purpose of this post is not to repeat accusations but to increase transparency for other players. In situations like this, it is essential that players are able to access their own game records and case-related documentation, especially when significant sums of money are involved.

Since the entire case is publicly accessible in the forum, I recommend that anyone considering playing there review the information carefully and form their own opinion.

This notice is meant to help other players avoid encountering similar issues and make informed decisions before depositing or playing at this casino.

Well, since the complaint ended differently, I guess there isn't much to add without eliciting negative emotions. So, let me share the complaint outcome; I honestly don't have anything else to add. I've already stated that the mediators are the only ones who have complete context from both you and the casino. I'll leave it like that.

"Thank you for your detailed follow-up and for providing the additional information.

After carefully reviewing the evidence submitted by the casino, including the bet history and internal records shared with us, we can confirm that the maximum bet rule was violated multiple times during the active bonus wagering period. The data provided clearly indicates that wagers significantly exceeding the permitted €5 limit were placed while the bonus was still active.

As stated in the Bonus Terms and Conditions, which were accepted prior to activating the promotion, placing bets above the maximum allowed amount during bonus wagering constitutes a breach of the bonus rules. In such cases, the casino is entitled to void any winnings derived from the bonus. Based on the documentation received, the confiscation of winnings was applied in accordance with these established rules.

While we understand your concerns regarding specific timestamps and technical details, the overall records confirm repeated violations of the maximum bet restriction during the wagering phase. Additionally, your original deposit was refunded, which aligns with the standard procedure in such situations.

Given the above, we consider the casino’s actions to be consistent with its published Terms and Conditions, and we do not find grounds to challenge the decision. Therefore, the complaint will be rejected."

I'm sorry.