LuckyDreams Casino - γενική συζήτηση (σελίδα 9)

Thank you. I'll let the review be updated.

Hello lucky dreams did not pay my winning and support team is ignoring me..they confiscated my 21000$

Hi. Could you tell me a bit more about what happened and why the casino confiscated your winnings?

I can see that the live chat has been ignoring you, so I assume they may not have given you much of an explanation either. Still, it would be useful to have at least something to work with.

So if you can, please tell me what exactly happened, what reason the casino gave you, if any, and what communication you’ve had with them so far. Once I know a bit more, we can see what the best next step would be.

Thank you for asking. I’ll explain the situation as clearly as I can.

The dispute is with Lucky Dreams Casino regarding approximately CAD $21,000 that was confiscated/voided from my account. The amount consisted of four withdrawal requests of approximately $6,000 + $6,000 + $6,000 + $3,000.

My position is that I was playing with my own deposited funds and did not knowingly activate or use a bonus when I made the deposits or played. I had already deposited and lost money before the winnings were accumulated. My own bets were around $2, and I dispute the casino's claim that I violated a bonus maximum-bet rule.

Lucky Dreams later told me that the reason for voiding the winnings was an alleged violation of the 8 CAD maximum bet during active wagering under their 7-Day Rewards bonus terms. They referred to some transaction/game records showing bets of 20 or 30 CAD. However, I dispute that those records establish that I was wagering with bonus funds or that those bets were actually my bets in the way the casino claims.

For example, they referred to an Apex Dregs transaction showing a 30 CAD entry, and another record showing a 20 CAD bet on Gates of Olympus POP. I have repeatedly asked them to explain exactly how they determined that these bets were made with bonus funds, when the bonus was activated, how much bonus money was involved, and how this supposedly resulted in the cancellation of the entire CAD $21,000. I have not received a satisfactory explanation or the complete evidence needed to verify their conclusion.

The casino initially declined my withdrawals and said the funds were returned to my casino balance pending further action. I did not see the funds properly returned. They later placed CAD $150 into the account, but it was locked/bonus-related and not withdrawable.

I have contacted Lucky Dreams repeatedly through email, their complaints process, and live chat. Nelson from the VIP team told me that the decision was final. I was subsequently told that the complaint had been reviewed, but the casino continued to maintain that there was nothing more they could do. Most recently, Carlos from the VIP team again said that they had already provided their response and could do nothing further.

I have also asked Lucky Dreams for an independent ADR route because I do not accept their final decision. They have not properly resolved that request. I understand that Sigma is the ADR mentioned in connection with this dispute, and I have been trying to escalate the matter there.

I also contacted the Curaçao Gaming Authority. Their response explained that they do not mediate individual player disputes, so I understand that the ADR process is the important next step.

My main concern is that I do not want the CAD $21,000 to be permanently lost based on an alleged bonus violation that I believe has not been properly demonstrated. I am willing to provide the deposit records, withdrawal records, casino emails, chat transcripts, screenshots, and the casino's stated evidence.

I would really appreciate help reviewing the evidence and determining the strongest way to present the case to the independent ADR provider.

With the casino treating its decision as final, having the disputed records reviewed independently seems like a reasonable next step. The key questions are when the bonus was activated, which restrictions applied, and what the disputed CAD $20 and $30 entries actually represent.

You’re also welcome to submit a complaint with us, even if you’ve already started the ADR process. Our team may be able to take an initial look while you’re waiting for ADR, although I can’t promise which process will move faster or what the outcome will be.

The records and correspondence you’ve already gathered would be useful. Present them in a short timeline, highlighting the disputed bets, the cancelled withdrawals, and the later restricted CAD $150 credit. Please also mention your contact with SiGMA and any response you’ve received, so our team knows where that process stands.

Has SiGMA confirmed that it has accepted your case, or are you still waiting for that confirmation?

Hi, thank you for your message.

At this point, I am still waiting for SiGMA to confirm that they have formally accepted and opened my case. I have already contacted them and provided the information requested, but I have not received confirmation that the dispute has been accepted for investigation yet.

Lucky Dreams has treated its decision as final and has told me there is nothing further they will do. I have also contacted the Curaçao Gaming Authority, but I have not received a substantive resolution from them.

The disputed amount is CAD $21,000, consisting of four withdrawals of CAD $6,000, $6,000, $6,000 and $3,000. My main dispute is that Lucky Dreams says the winnings were voided because of an alleged breach of the CAD $8 maximum-bet rule while a 7-Day Rewards bonus was active.

I dispute that explanation because I did not knowingly activate or use a bonus when making the deposits and playing with my deposited funds. I also dispute the CAD $20 and CAD $30 entries that Lucky Dreams has relied upon, because I do not believe those entries accurately represent the bets I made. I have asked them to provide the underlying game/transaction records and to explain when the bonus was activated and exactly how the bonus funds and wagering restrictions applied to my play.

After the dispute, Lucky Dreams also credited CAD $150 to my account, but the amount was restricted/bonus-only and could not be withdrawn.

I have preserved the withdrawal records, deposit screenshots, casino correspondence, chat transcripts, and the evidence they provided regarding the alleged CAD $20/$30 bets.

I would appreciate it if Casino Guru could take an initial look at the complaint while I am waiting for SiGMA to confirm whether it has accepted the case.

Thank you.

Hi, thank you for checking.

No, SiGMA has not responded to me yet. I have already contacted them and submitted the information requested, but I am still waiting for confirmation that they have accepted and opened my case.

Lucky Dreams is treating its decision as final and is no longer addressing my evidence or questions about the disputed bets, so I would appreciate it if Casino Guru could review the case while I am waiting for SiGMA.

I can provide all of the evidence and correspondence I have collected, including the deposit records, withdrawal requests totaling CAD $21,000, the disputed CAD $20 and CAD $30 entries, Lucky Dreams' explanation regarding the 7-Day Rewards bonus, and the later restricted CAD $150 credit.

Thank you for offering to take an initial look at my complaint.

Have you already completed the Casino Guru complaint form I linked earlier, or have you shared the case only here on the forum so far?

I ask because the detailed review of your evidence is handled by our complaints team, and posting on the forum does not automatically create a formal complaint.

You don’t need to wait for SiGMA’s acceptance before submitting it to us. Your explanation here can serve as the basis for the complaint, together with the records you’ve collected. Once submitted, our team will first assess the case and determine how we can help.

Hope it will work out. 🙂

Thank you, Jaroslav. I understand now that posting on the forum does not automatically create a formal complaint.

I will complete the Casino Guru complaint form as you recommended and provide the records and evidence I have collected.

I will also mention that I have already pursued the casino’s internal complaint process and have attempted to escalate the matter through the ADR route, but the dispute remains unresolved.

Thank you for offering to have your complaints team independently review the evidence. I hope they can help determine what actually happened with the disputed transactions, the alleged bonus activation, and the confiscation of my CAD $21,000.

I am disputing Lucky Dreams’ cancellation/confiscation of CAD $21,000 in withdrawals.

The disputed withdrawals were:

• CAD $6,000

• CAD $6,000

• CAD $6,000

• CAD $3,000

Total disputed amount: CAD $21,000.

Lucky Dreams says my winnings were voided because I allegedly violated an 8 CAD maximum-bet rule connected to its 7-Day Rewards bonus. However, I dispute that this explanation establishes that the relevant play was bonus play or that a bonus was active when the disputed bets occurred.

Before the disputed win, I was playing with my deposited funds and my normal bet was approximately CAD $2. I did not knowingly activate or use a bonus for the play that generated the winnings. I had also lost money before the winning session.

Lucky Dreams has subsequently pointed to CAD $20 and CAD $30 transactions as evidence of a maximum-bet violation. I dispute the casino's interpretation of these transactions and have asked for clarification of what these entries actually represent, when they occurred, and whether they were made from bonus funds or real-money funds.

One of the records identified by Lucky Dreams is a CAD $20 entry for Gates of Olympus POP on 31 August 2026. The casino also provided examples involving CAD $30 entries. I need these records independently reviewed because the casino has not adequately demonstrated the connection between these entries, an active bonus, and the winnings that were confiscated.

The casino has also referred to an alleged bonus breach without clearly establishing when the bonus was activated, what bonus balance was present at the relevant time, how the wagering restriction applied to my account, and how the alleged breach resulted in the confiscation of the entire CAD $21,000.

The casino initially declined my withdrawals and returned the funds to the casino balance according to its communication, but I did not subsequently receive the disputed funds. The casino later credited CAD $150, but that amount was restricted and could not be withdrawn.

Lucky Dreams has treated its decision as final despite my repeated requests for clarification and supporting records. I have also contacted the relevant ADR process/SiGMA and am still waiting for confirmation that my case has formally been accepted.

I am asking Casino Guru to independently review the evidence, particularly:

Whether a bonus was actually active when the disputed bets were made.

Whether the CAD $20 and CAD $30 entries were genuine bets made by me and, if so, whether they were made using bonus funds or real-money funds.

The complete transaction/game history surrounding the winning session.

The calculation and basis for voiding the entire CAD $21,000.

Whether Lucky Dreams has correctly applied its bonus terms to the circumstances of my account.

The withdrawal history and the later restricted CAD $150 credit.

I can provide the casino correspondence, screenshots, chat transcripts, withdrawal records, DSAR information and other evidence supporting my complaint.

I am requesting an independent review of the evidence and appropriate assistance in resolving the disputed CAD $21,000.

Now that you’ve submitted the formal complaint, let’s give our complaints team time to assess it. It is currently waiting for review.

You’ve clearly explained the points you dispute, particularly whether a bonus was active and what the CAD $20 and $30 entries represent. These questions will need to be assessed against the available records before any conclusions can be drawn about the cancellation of your winnings.

For now, please watch for the team’s first response and provide any additional information they request. Keep the documents you mentioned, including any information received through your data access request, available for that review.

If SiGMA responds in the meantime, please update your existing complaint so our team knows where that process stands. You’re also welcome to keep us posted here.