LuckyDreams Casino - Гравець вважає, що виплату відкладено

I followed the terms and conditions, and my money is $12,000. I want it back in full, and I will not use the amount you refunded. I am currently in contact with Casino Guru, the licensee, to protect my rights and ensure a full refund. If you don't return it, this is how you treat your valued customers—you steal their money. I will not accept this and I will not remain silent about my rights. I will take my money back in full if you do not reverse these decisions and return it to me. Thank you.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Saudalajmi,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

My money was tied up, but Lucky Dreams casino rejected it and returned it to the casino, even though it was my winnings and was legitimate and without any suspicion. I request your intervention in this matter and the return of my money. Thank you.

Dear Saudalajmi,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No, that didn't happen. The casino rejected all my funds and didn't transfer anything to me. They only returned the $300 I initially deposited, from which I earned these winnings, to my account and told me I could use it, but I haven't. I'm waiting for you to resolve this issue and return my stolen money. Thank you, and I trust you completely.

I haven't received a reply from you.

Why haven't you solved my problem yet?

Dear Saudalajmi, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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.

Yes, I withdrew money before without any problems. Yes, my identity was verified. I accumulated it with a small bonus on my initial deposit of only $67. Yes, my account manager contacted me and said he couldn't transfer the full $12,000, offering me only a portion and returning the rest to the casino. His threatening tone angered me, and I told him he couldn't do that and that I would take all my money. Unfortunately, when I checked my account, I found that my pending funds had been rejected and returned to the casino.

Why hasn't my problem been resolved yet? I just want my money back, which the casino unjustly took from me. What is this? Are you siding with them? You are a reputable and impartial company. Return the money to its rightful owners.

Dear Saudalajmi, could you please forward a link to the promotion you have played with? Alternatively, you can attach a screenshot as well.

Furthermore, has the casino provided any explanation for the confiscation of your winnings?

If so, could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

Thank you in advance for your reply.

No, he didn't provide any explanation; he just emailed me saying the money had been returned to the casino for further processing, and then they never refunded the money to my account.

This is a picture of the promotional video I played.

These are pictures of my money when I received it, when it was posted, and then it was rejected.

Why is this behavior unacceptable? When I answer your questions, I have to wait six or seven days for a response. If you don't want to solve my problem, just tell me and let me go. My problem has been going on for almost a month and you still haven't found a solution. This kind of behavior is unbecoming of a reputable company like yours.

Is this how you're supposed to protect our money from fraud? I have a pending complaint that you haven't resolved, and it's been over a month.

Hello Saudalajmi,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

It's been 8 days since Atil last responded. Her vacation should have ended by now, and I'm still waiting for my problem to be resolved and for my money to be returned. I've waited for almost a month with no solution and no progress. What is this? Are you being lenient with this casino?

How long will I have to wait?

Dear Saudalajmi,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila G.

However, it has been a long time since my case was resolved, and it is still pending. I am a VIP player on the Lucky Dem website, and I lost a lot of money with them. When I won money from them, they stole my previous earnings. This is unacceptable. I only won $12,000; look at my losses with them—they are enormous. Please don't delay. I am appealing to you for justice and the return of my money. Thank you.

These actions are completely unacceptable. You have been extremely late in resolving my simple problem. Are you a company we can rely on, or do you not have your word? What is all this delay about?

Hello Saudalajmi,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. I would also like to invite the LuckyDreams Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why are the player's funds being withheld? Thank you in advance for providing us with your view of the issue.

The person who was handling my case, Atil, for over a month, why did she step away from the case and bring in someone else? Are you manipulating me and my feelings, or what?

Dear Saudalajmi,

do not worry, as explained before, forwarding the complaint to another resolver is a standard process. Please understand that there are more than 1000 active complaints, which we are currently dealing with. Responses might therefore not be instant, but we all do our best to reply as fast as we can. Right now, we are waiting for a response from the casino.

Okay, I'm waiting for you.

It's been a long time, and I'm still waiting for you. You haven't done anything yet. Is this really acceptable? No, this is negligence on your part.

Dear Saudalajmi,

we are currently waiting for the casino's response, there are no possible additional steps at this point in time.

But it took too long.

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.

You make me wait all this time and then close the complaint without resolving the issue. This is completely unacceptable.

Hi

After reviewing the account activity, we confirm the following:

On 2025-11-25, the player made a deposit that qualified for a promotional bonus. The bonus carried a wagering requirement of 40x and a maximum bet limit of USD 5 while the bonus wagering was active. 

These conditions are clearly stated in the Bonus Terms and Conditions, which the player accepted upon registration and before activating the bonus:

"Unless otherwise specified in the individual Promotion Terms and Conditions, the maximum bet allowed to be placed whilst a bonus is in its active wagering requirement phase is 5 USD/EUR/CHF/USDT/USDC, 8 AUD/CAD/NZD, 50 NOK, 100 ZAR, 500 INR. This includes any bet placed whilst the bonus wagering conditions have not yet been completed, and applies to all free bonuses, deposit bonuses, free spins winnings and loyalty scheme bonuses. The maximum bet allowed whilst wagering towards an active bonus with cryptocurrency will be the equivalent of 5 USD at the exchange rate average on the day of the bets. Maximum bet limit includes bet doubling after a game round has been completed as well as bonus rounds (purchased within the game)"

During the active wagering phase, the player placed multiple wagers significantly exceeding the permitted limit, with bets ranging from USD 125 up to USD 1,100.

As this constitutes a clear breach of the bonus rules, all winnings generated from the moment the bonus was activated were forfeited in accordance with the Terms and Conditions. The player’s qualifying deposit was refunded in full.

As a goodwill gesture, and without any obligation to do so, the same bonus was reactivated on the player’s account to allow them to play again, provided the wagering rules are respected.

We therefore consider the matter resolved in line with the agreed contractual terms.

The LuckyDreams Team

Dear casino representative,

thank you for clarifying your viewpoint.

Dear Saudalajmi,

do you agree with the casino's proposal? Alternatively, do you believe you have not made any bets surpassing the maximum bet limit?

He’s not right about what he said. I actually went on the site, deposited 300 dollars, and they gave me a 67-dollar bonus on top of that. I followed all the conditions to the letter—I didn’t break a single one. They have a condition for solo games specifically that the maximum bet should be 5 dollars. I had previously made profits under the same conditions, had a bonus, and I was even betting more than 5 dollars at times—yet they never confiscated my winnings or took them away before. So what he’s saying now is just not true at all. They should give me my full winnings instead of confiscating them, because I’ve stuck exactly to the conditions they set. Their condition was that solo game bets are capped at 5 dollars, and I’ve complied with that even in roulette. I met the bonus target of 67 dollars, which was around a 2800 target in total. Once I hit that target, I was allowed to withdraw my money. I kept doubling my bets until my profit reached 12,000.

Dear Saudalajmi,

thank you for your response.

Dear casino representative,

in order to properly assess the situation, could you please confirm whether the bonus wagering requirement was still active at the time when the bets exceeding the maximum were placed?

If possible, we would also kindly ask you to share the relevant part of the player’s betting history (or a summary of it) showing these bets.

Thank you in advance for your cooperation.

Dear Saudalajmi,

We have reviewed the evidence provided by the casino, which confirms that the maximum bet limit was breached on multiple occasions while the bonus wagering was active. As this was not an isolated incident, we cannot consider it a mistake but rather a repeated breach of the agreed bonus terms and conditions.

Under these circumstances, we consider the casino’s decision to forfeit the bonus winnings and refund the deposit to be in line with the rules. The offer to reinstate the bonus is therefore viewed as fair and proportionate.

You are a neutral party, so let's avoid injustice. I told you before that I have always complied with the casino's terms and conditions and I know them well. The requirement to place a $5 bet is only for solo games. I have been with this casino for about three years and have received many bonuses. I always bet the bonuses in the same way, which is in accordance with the terms, and I receive and withdraw my winnings. I have received and withdrawn my winnings to my account several times, except this time. I don't know what the problem is with confiscating them. Is it a personal issue with my account manager, since we had a fight and he incited the administration against me, or something else? I don't know the reason. As I told you, I have adhered to the terms and conditions and have not violated them. What is happening now is an injustice against me. If you want to help them confiscate my money, I should just remain silent and leave all these sites and keep quiet. I have no other choice. In the end, you have helped this site confiscate my money unjustly. Goodbye.

Dear Saudalajmi,

After a thorough review of the evidence provided by the casino, we can confirm that the maximum bet limit was breached on multiple occasions while the bonus wagering requirement was still active. According to the applicable bonus terms:

"Unless otherwise specified in the individual Promotion Terms and Conditions, the maximum bet allowed to be placed whilst a bonus is in its active wagering requirement phase is 5 USD/EUR… This includes any bet placed whilst the bonus wagering conditions have not yet been completed."

The evidence shows that bets significantly exceeding this limit were placed repeatedly during the wagering phase. As this was not an isolated incident, it cannot be considered a mistake but a systematic breach of the bonus rules.

Under these circumstances, the casino acted in line with its terms and conditions by forfeiting the bonus winnings and refunding the deposit. Therefore, we are unable to uphold this complaint and must reject it.