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I used a bonus at LuckyDreams (Ruby Weekend Bonus) and won around €800. Suddenly, the bonus was supposedly canceled, even though I hadn't clicked or confirmed anything.

In live chat, I was told I had "accidentally" canceled the bonus, which is technically possible—even though I explicitly stated I hadn't done anything. Nevertheless, my entire winnings were canceled, and only my original deposit amount remained.

I find this very unfair. Why would I voluntarily cancel a bonus in the middle of a game when I was just about to win?

When I asked for a solution, support simply told me I could play again—"maybe I'll have better luck this time." This is unacceptable and feels like a trick to avoid paying out winnings.

I ask Casino Guru for support so that my winnings are fairly verified and ideally paid out.

Ich habe bei LuckyDreams einen Bonus genutzt (Ruby-Wochenendbonus) und dabei rund 800 € gewonnen. Plötzlich wurde der Bonus angeblich storniert, obwohl ich nichts gedrückt oder bestätigt habe.

Im Live-Chat wurde mir gesagt, ich hätte den Bonus „versehentlich" storniert, was technisch möglich sei – obwohl ich ausdrücklich gesagt habe, dass ich nichts gemacht habe. Trotzdem wurde mein gesamter Gewinn gestrichen und nur mein ursprünglicher Einzahlungsbetrag blieb erhalten.

Ich finde das sehr unfair. Warum sollte ich mitten im Spiel freiwillig einen Bonus stornieren, wenn ich gerade dabei war zu gewinnen?

Als ich um eine Lösung bat, sagte mir der Support nur, ich könne ja nochmal spielen – „vielleicht habe ich diesmal mehr Glück". Das ist nicht akzeptabel und fühlt sich wie ein Trick an, um Gewinne nicht auszuzahlen.

Ich bitte Casino Guru um Unterstützung, damit mein Gewinn fair überprüft und idealerweise ausgezahlt wird.



Dear Abcdefg,

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 clarify when exactly you activated this bonus?
• How much of the wagering requirements did you have left before the bonus was canceled?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it 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.

Best regards,

Kristina

Hello Kristina,

Thank you for your inquiry.

I activated the RubyWeekend bonus on May 18, 2025, at approximately 3:07 PM.

For this, I deposited €30 and received a €19.80 bonus, giving me a total starting balance of €49.80 (see screenshot).

I played normally – see my history – and had already fulfilled €479.79 of the €792 wagering requirements.

That represents over 60% progress.

While I was playing and had reached a balance of over €800, the bonus was suddenly canceled without my intervention.

I neither canceled the bonus manually nor violated any rules or clicked anything.

I was even preparing a payout.

I have already uploaded the complete communication with the casino's live chat (including screenshots) – if needed, I would be happy to send you everything together via email.

Thank you very much for your help and I hope for a fair solution.

Best regards

Hallo Kristina,

danke für Ihre Nachfrage.

Ich habe den RubyWeekend-Bonus am 18. Mai 2025 gegen 15:07 Uhr aktiviert.

Dafür habe ich 30 € eingezahlt und 19,80 € Bonus erhalten, insgesamt also 49,80 € Startguthaben (siehe Screenshot).

Ich habe ganz normal gespielt – siehe meinen Verlauf – und hatte bereits 479,79 € von 792 € Umsatzbedingungen erfüllt.

Das entspricht über 60 % Fortschritt.

Während ich spielte und ein Guthaben von über 800 € erreicht hatte, wurde der Bonus plötzlich und ohne mein Zutun abgebrochen.

Ich habe weder den Bonus manuell storniert, noch eine Regel verletzt oder etwas angeklickt.

Ich war sogar dabei, eine Auszahlung vorzubereiten.

Die vollständige Kommunikation mit dem Live-Chat des Casinos (inkl. Screenshots) habe ich bereits hochgeladen – bei Bedarf sende ich Ihnen gerne alles gesammelt per E-Mail.

Ich danke Ihnen sehr für Ihre Hilfe und hoffe auf eine faire Lösung.

Beste Grüße

Thank you very much for your reply, Abcdefg. Unfortunately, I haven't received any emails with the communication between you and the casino, or screenshots (and apart from the one screenshot in your initial message, no other attachments have been added to your complaint). Can you please forward everything again?



Thank you very much, Abcdefg, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.

Hello Abcdefg,

I'm Michal, and I have taken over your complaint. I have reviewed your cas,e and I will contact the casino to shed more light on this matter and to see if I can help somehow.

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

Dear LuckyDreams Casino,

I would be grateful if you could provide clarification regarding the circumstances that led to the cancellation of the bonus. Additionally, I kindly request that you send me the complete game log for the player, including the bonus history, to my email at michal.k@casino.guru for my review.

Hi everyone,

Thank you for bringing this case to our attention.

We have thoroughly checked the situation on our side and can confirm that the bonus was canceled directly from the player's side. Due to privacy and security reasons, we are unable to share internal system logs on a public forum. However, the relevant evidence has been provided privately to the forum manager for review.

We fully understand that this may not have been intentional and acknowledge that such situations can feel frustrating. However, we are unfortunately unable to restore the bonus in its last state.

We remain at your disposal for any further questions.

Best regards,

LuckyDreams Team

Thank you for your email with the information and evidence, LuckyDreams Team.

Dear Abcdefg,

After reviewing the information and evidence from your account, it indeed indicates that the cancellation of the bonus was done by you.

I fully understand that it was most likely not your intention to cancel the bonus, and it was most likely a mis-click or mis-tap, sadly, the evidence quite clearly shows that this "input" was done by you. I recognize that this situation can be quite frustrating, but I cannot hold the casino team accountable for their inability to reinstate the bonus for you. In many casinos, it is not technically feasible to recover an "old" bonus that has been cancelled by the customer.

I realize this may not be the answer you were hoping for, but unfortunately, each customer is fully responsible for the actions taken on their account, and I regret to inform you that there is nothing further we can do from our end.

Please let me know if I can assist you with anything else.

Dear Abcdefg,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Abcdefg,

Although the matter seems to have been clarified, we have yet to receive confirmation from your side regarding whether the issue has been resolved or if you require further assistance. Given the circumstances and your lack of responsiveness, we regrettably have no choice but to proceed with closing this complaint.

We sincerely appreciate the cooperation of the casino team throughout this process.

Should you encounter any further issues with this or any other casino in the future, please don’t hesitate to contact us—we’ll be happy to assist in any way we can.

Best regards,

Michal

Casino Guru