LuckyDreams Casino - Das Spielerkonto wurde geschlossen und 930 € gesperrt.

Hello,

While I was playing, my account was deactivated without explanation, and I have no way to withdraw my 930€ balance.

I contacted the chat support, but they couldn't help me. The support team doesn't respond. The VIP Manager refers me to the support team, which is known for not replying. I don't know what else to do and am asking for help.

Hallo,

Während ich am spielen war wurde mein Konto ohne Begründung deaktiviert und ich habe keine Möglichkeit mein Guthaben von 930€ auszahlen zu lassen.

Ich habe den Chat kontaktiert, der kann mir nicht weiterhelfen. Der Support antwortet nicht. Der VIP Manager verweist auf den Support der sich bekanntlich nicht zurück meldet. Ich weiß noch was ich noch machen soll und bitte um Hilfe.

Dear Mucki,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? 
• Which games you’ve been playing (live casino games, slots, or sports betting)? 
• Were your winnings accumulated with or without an active bonus, please?
• If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

The account has existed since approximately the beginning of 2023.

It has been verified and the payout has already been successful.

I played slot machines without a bonus.

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Das Konto besteht ungefähr seid Anfang 2023.

Es ist verifiziert und es wird auch schon erfolgreich ausgezahlt.

Ich habe Spielautomaten gespielt und ohne Bonus .

lg

Thank you very much, Mucki, 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.  

Thank you.

Vielen Dank.

Hello, Mucki,

I am sorry to hear about your unpleasant experience. 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? What steps should the player take to unblock the account and/or withdraw his remaining balance?

If we are talking about a breach of the casino's Terms and Conditions, and disputed funds have been confiscated, feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Hello

Thank you very much for your efforts. The casino transferred the outstanding amount yesterday, I hereby withdraw the complaint.

Hallo

vielen Dank für Ihre Mühen. Das Casino hat gestern den ausstehenden Betrag überwiesen, die Beschwerde ziehe ich hiermit zurück.

We are pleased to validate the player's message confirming the successful receipt of the funds. The refund has been processed from our side as requested.

We appreciate player's understanding and patience throughout this process.

If there are any further concerns or need assistance, please contact our customer support team.

Thank you for the cooperation.

Best regards,

LuckyDreams Team

What great news!

Thank you, Mucki, for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, LuckyDreams Casino Team, for your help and cooperation.

Best regards,

Branislav, Casino.guru