LuckyDreams Casino - Obećani bonus igrač nije primio.

Hello, I received a call from a Lucky Dream representative the day before yesterday. They asked me why I hadn't made a deposit with them in a while. I told them that I only play with deposit bonuses. They said that wouldn't be a problem and that they would send me an SMS with a bonus code, and I would get a 150% bonus. So, I thought okay, and made a deposit at Lucky Dreams, but did not receive the bonus. They refuse to give it to me and claim that no one from the casino called me. I then called back the number and the automated voicemail of Lucky Dreams answered. I told them that I either want the bonus or I want my money paid back, but they refuse. They won't provide the bonus and also won't pay back the money. They say I have to wager it 3 times before I can withdraw, which I find outrageous. Can you help me with this? I'll send you all the screenshot proofs etc. Best, Cindy.

Hallo ich habe vorgestern einen Anruf bekommen von einem lucky Dream Mitarbeiter. Der mich gefragt hat: Sie haben schon eine weile nicht mehr bei uns eingezahlt woran es liegen würde, dann sagte ich ihm das ich nur mit Einzahlungsbonus spielen würde. Er meinte dann das wäre kein Problem er würde mir eine SMS schicken mit einem bonuscode und ich würde dann einen 150% bonus bekommen. Okay dachte ich mir dann habe ich eingezahlt bei lucky Dreams und habe den bonus nicht bekommen sie weiger sich ihn mir zu geben und sagen es hätte niemand angerufen vom casino. Ich habe dann auf die nummer nochmal angerufen und da geht der automatisch Anrufbeantworter ran von lucky dreams. Ich habe zu denen gesagt ich will entweder den bonus oder mein geld wieder ausbezahlen sie weigern sich aber sie wollen den bonus nicht geben und das Geld auch nicht auszahlen wieder . Sie sagen ich muss es erst 3x umsetzen bevor ich auszahlen kann eine Frechheit finde ich das . Könnt ihr mir dabei behilflich sein? Ich schicke euch alle Screenshots beweise etc. LG. Cindy

Dear Chefe1986,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LuckyDreams Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly casino support confirmed to you the specific bonus code 'LUCK2' is unavailable to you?
• Have you entered the code correctly upon making a deposit?
• Has the casino offered you any alternative bonuses instead of this one?

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.

Best regards,

Tomas

Yes, the bonus code LUCK2 was entered correctly. There was even a message that the code was accepted, but the bonus was not credited. And I was not offered any other bonuses and the casino refuses to give me a bonus

Ja den bonus code LUCK2 wurde richtig angegeben es kam sogar die Meldung das der code akzeptiert wurde aber der bonus wurde nicht gutgeschrieben. Und es wurden mir keine anderen boni angeboten das casino weigert sich mir einen bonus zu geben

DID you receive any screenshots from me? If not, I can send everything to you again

HABEN sie alle Screenshots erhalten von mir? Wen nicht kann ich ihnen nochmals alles zukommen lassen

Yes, in the live chat I was told that the bonus wasn't available to me and said that it wasn't anyone who called me. But when I called the number again, the voicemail from lucky dreams answered. This is all strange, I feel cheated

Ja im live chat wurde mir dann gesagt das der bonus mir nicht zur Verfügung steht , und gesagt das es niemand von dennen war wo mich angerufen hat .Aber wo ich die Nummer nochmals angerufen habe geht die Mailbox von lucky dreams ran. Das ist alles komisch da komm ich mir betrogen vor

Thank you very much, Chefe1986, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future. 

Dear Tomas,

Thank you for bringing this matter to our attention. We've reviewed the case thoroughly and contacted the player internally.

Dear Chefe1986,

We acknowledge the inconvenience caused by the miscommunication and deeply apologize for it. We kindly ask you to reply to our email and we will be glad to resolve this matter in any way that is satisfactory to you. Thank you!

Best regards,

LuckyDreams Team

Hello Chefe1986,

My name is Stefan, and I will be taking care of your complaint from now on. I am so sorry to hear your bonus was not credited to your casino account.

Dear LuckyDreams Casino,

Could you please state why the player's bonus with code "LUCK2" was not credited to the player's account?

Thank you in advance for providing the information.

Hello Stefan Casino Luckydreams has now credited the bonus to my casino account.

Thank you very much for your help LG. Cindy

Hallo Stefan casino luckydreams hat mir den bonus jetzt meinem casino konto gutgeschrieben.

Liebend dank euch für eure hilfe LG. cindy

Hello Chefe1986,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Stefan, Casino.Guru