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I am submitting this complaint against Lucky Dreams Casino regarding the unfair confiscation of my winnings and account restrictions.

For more than three months, my bonuses and rewards have been disabled without proper justification. The casino informed me that my rewards were stopped because I was "winning more than losing," which is unreasonable and unfair. A player should not be penalized for winning.

Furthermore, my account was temporarily restricted. I was only allowed to withdraw $5,000, while the remaining balance was confiscated under the excuse of a "bonus issue." All my withdrawal requests were rejected, and the casino kept the remaining funds, again blaming the bonus.

I would like to clarify that the bonus mentioned was related to my own loyalty points. I was never clearly informed since I joined the casino in 2021 that such restrictions could apply in this way. This sudden action is unacceptable and violates fair gaming principles.

I have communicated with customer support calmly and respectfully, but no proper explanation or fair resolution was provided.

I am requesting a full review of my case and the payment of the remaining balance, as these are legitimate winnings and my rightful funds.

Thank you for your assistance.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. First, I would like to emphasize that each casino has a different bonus policy and reward system, and they are allowed to decide who is eligible to participate in it and who is not. I apologize, but we cannot penalize the casino for excluding you from their bonus program, nor are we in a position to force the casino to grant you bonuses.

Therefore, I would like to focus on the issue with your winnings. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• How much money do you currently have in your casino account, and how much did the casino confiscate?
• Were these winnings accumulated with or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hello Kristina,

Thank you for your reply.

I was playing slots only.

The winnings were generated from loyalty points that I exchanged for a bonus. I completed the full wagering requirements (40x), and the bonus was fully released. After completing the wagering, the balance became real money.

The total balance in my account was $59,484, and the casino confiscated almost the entire amount, leaving only $5.

I did not violate any terms and conditions. Since the wagering was fully completed and the bonus converted into real funds, I kindly request the full return of my legitimate winnings.

Please let me know if you need any further clarification.

I would like to inform you that while my complaint is still unresolved, the casino has started sending me promotional bonus offers. I have not accepted any bonus and I want to make it clear that my priority is resolving my balance confiscation issue.

I would like to clarify an important point regarding my complaint.

Before submitting my complaint, my account was restricted from receiving promotional offers. I was not receiving any bonus emails or marketing messages.

However, after filing the complaint, I suddenly started receiving promotional bonus offers from the casino (such as the recent "Lucky Score & Spin" email).

This raises concerns, as my account was previously excluded from promotions, and now I am receiving marketing offers while my complaint remains unresolved.

I have not accepted any bonus and my only intention is to resolve my balance confiscation issue fairly.

Please take this into consideration.

Thank you.

Thank you very much for your reply, meshal98. Have you received any clear explanation from the casino regarding the confiscated amount? Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear Kristina,

Thank you for your follow-up.

I would also like to clarify an important point regarding the bonuses. My bonus privileges have been disabled for more than three months, and I have not been able to use any promotions or bonus offers during this period.

When I contacted the casino about this, they justified the confiscation by referring to a "maximum bonus limit." However, this explanation does not seem reasonable, especially since my bonus access had already been restricted for months. Therefore, I do not understand how a maximum bonus limit could apply in this situation.

Despite my repeated attempts to obtain a clear and detailed explanation, the casino has not provided transparent evidence or a proper justification for confiscating my balance.

I have attached all relevant correspondence and screenshots for your review.

Please let me know if you need any additional information.

Sincerely,

Meshal

Hello meshal98,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina 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 Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear meshal98,

I apologize for the late reply. Could you please post a screenshot of your bonus history here in this thread?

Dear Kristina,

Thank you for your reply.

Please find the attached screenshot from my account. As shown clearly, my account is not eligible for any promotional offers or loyalty rewards.

This restriction has been active for more than three months, which means I could not access or use any bonuses. Despite this, my balance was confiscated due to a bonus-related issue.

I believe this action is unfair because I was not able to use any bonuses in the first place.

I kindly ask you to review this matter carefully.

Kind regards,