LuckyDreams Casino - Аккаунт игрока был закрыт.

I made a deposit of €20 and used a bonus from the casino (20 free spins and an additional 100% credit). I ended up winning €5465 and immediately tried to withdraw it (unfortunately without success because Lucky Dreams simply suspended my account). Despite having completed KYC and contacting them via email, I am not receiving any responses.

Ich habe eine Einzahlung von 20€ gemacht habe einen Bonus von Casino mit genutzt (20 Freespins und 100% Guthaben nochmal oben drauf) Gesagt getan ich habe am Ende 5465€ Gewonnen habe diese auch Direkt Versucht auszuzahlen (Leider ohne Erfolg Lucky Dreams hat ja einfach mein Konto Gesperrt) Trotz KYC und Kontakt per Email bekomme ich keine Antworten

Dear JSTN808,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing with your account and withdrawal at LuckyDreams. I understand how frustrating it must be not to receive a response after completing the KYC process and contacting the casino.

To better understand your situation and assist you effectively, could you please provide a bit more information regarding your case?

• Could you confirm if your account was fully verified before you made the withdrawal request?
• Have you played at this casino before, or is this your first time using their platform?
• Did you redeem any bonuses in the past, and if so, were they successfully processed without issues?
• Did you encounter any issues or suspensions with this account prior to this withdrawal attempt?
• Do you have any confirmation from the casino regarding the completion of your KYC process?

If you have any relevant correspondence or additional details about the case, you’re welcome to forward them to petronela.k@casino.guru. This will help us better understand the circumstances and communicate effectively with the casino on your behalf.

Your cooperation is essential for us to proceed with this case. Without your input and the requested information, we won’t be able to move forward effectively.

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.

Hello, I'm glad it was so quick. I put everything important in an email and sent everything to the email address you provided.

Hallo, Freut mich das es so Schnell ging ich habe alles Wichtige in eine Email gepackt und alles an die von ihnen Gennate Email gesendet

Additional comments from the player:

Hello Petronela,

Yes, I can confirm that my account has been verified! Screenshot attached!

No, I'm playing in this casino for the first time, but now I'm accused of having a double account that should belong to me, but the email address was not given to me when I asked, but in order to get into the support chat and speak to an advisor, I was forced to do so 2 more To create accounts (nothing was deposited and no verification process was started) to speak to someone from support because there was no response to my email and my account was just blocked

I took advantage of the first deposit offer and completed this offer in full!

No, everything was fine before the payout. I was only blocked from playing after my withdrawal request and after an email asking why this was now the case, my account was completely blocked.

I have attached everything important

Hello, it's me again. I've just done some research and have seen that I have become a victim of so-called data breaches, which gave hackers access to all my emails and personal data. I'm sending you an attachment as "proof" of it being used in the past. also made payments that I never made maybe that is another important point

Additional comments from the player:

Hallo Petronela,

Ja ich kann Bestätigen das mein Konto Verifiziert wurde! Screenshot als Anhang!

Nein ich spiele das erstmal in diesem Casino nun wird mir aber ein Doppelkonto Vorgeworfen was mir gehören soll aber die E-Mail wurde mich auf Nachfrage nicht genannt doch um in den Support Chat zu gelangen und mit einem Berater zu Sprechen war ich dazu gezwungen 2 Weitere Konten zu erstellen (Es wurde nichts eingezahlt und es wurde auch kein Verifikation Prozess gestartet) um mit Jemanden aus dem Support zu Sprechen da auf meine Email keine Antwort kam und mein Konto nur gesperrt wurde

Ich hatte das Erste Einzahlungs Angebot genutzt und habe dieses Angebot Vollständig abgeschlossen!

Nein vor der Auszahlung war alles Gut ich wurde erst nach meiner Auszahlungsanfrage fürs Spielen Gesperrt und auf eine Email warum dies nun so ist wurde mein Konto Komplett Gesperrt

Als Anhang habe ich alles Wichtige mitgeschickt 

Hallo ich bin’s nochmal ich habe mich gerade nochmal Schlau gemacht und habe gesehen das ich Opfer von so genannten Data Breaches geworden bin wodurch Hacker Zugriff auf alle meine Emails und Persönlichen Daten hatten als Anhang schicke ich euch nochmal einen „Beweis" es wurde in der Vergangenheit auch Zahlungen durchgeführt die ich nie Getätigt habe vielleicht ist das auch nochmal ein Wichtiger Punkt

Hi JSTN808,

Thank you for reaching out and providing the additional information. I’m sorry to hear that you believe you’ve been a victim of a data breach, which must be very concerning.

In order to assist you further, could you please provide more details regarding the following:

• What specific "data breaches" do you believe have occurred, and when did you first notice unusual activity?
• Can you clarify which payments you are referring to that were made without your authorization? Any details regarding these transactions (dates, amounts, etc.) would be very helpful.

Understanding these details will help us provide you with the most relevant support in addressing your concerns.

Thank you in advance for your reply.

Hello,

yes I can understand it was between February 24 and June 24! Payments were simply made with my credit card

On May 13th. For:

52.55€

31.53€

156.10€

260.19€

total: 500.37€ including fees

And again on May 14th for:

416.20€

104.06€

63.06€

total: 583.32€ including fees

affected data were: identity card, credit cards, bank accounts and my email addresses

Hallo,

ja kann ich nachvollziehen es war zwischen Februar 24 und Juni 24! Es wurden mit meiner Kreditkarte einfach Zahlungen getätigt

Am 13 Mai. Für:

52,55€

31,53€

156,10€

260,19€

insgesamt: 500,37€ inkl. Gebühren

Und nochmal am 14.Mai für:

416,20€

104,06€

63,06€

insgesamt: 583,32€ inkl. Gebühren

betroffene Daten waren: Personalausweis,Kreditkarten, Bankkonten und Meine Email Adressen

Important again: payments were also made on my other credit card where it was also possible to get these funds back with a complaint!

I still have the application there, it was about a sum of 250€ which was made in 4 payments

Wichtig nochmal: auf meiner anderen Kreditkarte sind auch Zahlungen Getätigt wurden wo es auch mögliche war diese Gelder mit einem Reklamation‘s Antrag zurück zu holen!

den Antrag habe ich auch noch dort ging es um eine Summe von 250€ die in 4 Zahlungen getätigt wurden

Dear JSTN808,

Thank you for providing the details regarding the payments.

We strongly recommend that you contact your bank or credit card provider immediately to report these unauthorized transactions. Financial institutions are typically equipped to investigate such cases and may be able to reverse the charges if fraud is confirmed. Since you mentioned being able to recover funds from your other credit card through a complaint, your bank might be able to assist you in a similar manner for these transactions as well.

Please note that, unfortunately, we do not have the ability to investigate or resolve issues involving unauthorized transactions. Only your financial institution or the appropriate authorities can handle such matters effectively.

If you need further guidance, feel free to reach out. We hope you’re able to resolve this quickly.

Hello,

Yes, I have already done that! I simply mentioned the amounts in the hope that it might be possible that payments were actually made with my credit cards at LuckyDreams Casino and that LuckyDreams would stop accusing me of having a duplicate account because the payments made at that time went to the same payment provider as my deposit of €25...

The casino itself has now contacted me and continues to accuse me of having a duplicate account and would give me back the €25 I had deposited, but I immediately refused because I still want to own my winnings... Every attempt at a clarifying conversation was still rejected and even after submitting my credit cards and asking them to check whether they had been used on a foreign account at the time, they were blocked.

Hallo,

ja das habe ich schon getan! Ich hatte die Summen einfach mal genannt in der Hoffnung das es vielleicht möglich ist das damals Tatsächlich Zahlungen mit meinen Kreditkarten im LuckyDreams Casino getätigt wurden und LuckyDreams aufhört mir ein Doppelkonto vorzuwerfen da die damals getätigten Zahlungen zum selben Zahlungsanbieter gingen wie meine getätigte Einzahlung von 25€…

das Casino Selbst hat sich nun bei mir gemeldet und wirft mir weiterhin ein Doppelkonto vor und würde mir meine Eingezahlten 25€ zurückgeben aber das lehnte ich sofort ab da ich weiterhin auf meine Gewinne Gestehe… Jeder Versuch von Einem Klärenden Gespräch wurde weiterhin abgelehnt und selbst nach dem Einreichen von meinen Kreditkarten Und der Bitte zu gucken ob diese damals genutzt wurden auf einem Fremden Konto wurden abgeblockt

Thank you very much, JSTN808, for providing all the necessary information. I will now transfer your complaint to my colleague, Michal (michal.k@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello JSTN808,

I'm Michal, and I have taken over your complaint. I have thoroughly reviewed your case, and it is undoubtedly a challenging one, as it involves several complexities. I will contact the casino to to see how I can support you.

We would like to invite LuckyDreams Casino to join the conversation.

Dear LuckyDreams Casino,  

I kindly request your assistance in clarifying the current situation. As noted by the player, I too believe it would be helpful to investigate whether the same payment methods have been associated with other accounts. The player has acknowledged the creation of multiple or duplicate accounts, which was primarily driven by their decision to receive answers from the live chat support that was apparently not accessible or not responsive through their "original" account.  

While we recognize that players are permitted to maintain only one account unless they have received explicit consent from the casino team to establish an additional one, the mere existence of multiple or duplicate accounts should not be problematic, provided that these accounts have not been utilized for playing, depositing, claiming bonuses or not related to any self-exclusion or responsible gaming limitations. Should the information and evidence be confidential or not suitable for public dissemination, I kindly ask that you send it to me at michal.k@casino.guru or via Skype.