LuckyDreams Casino - Hráč se snaží vybrat své výhry.

Hello, dear Casinoguru team.

I paid out a profit of 1711 at said casino with a bonus on April 1st, 2022.

the payout was not processed within 24 hours despite verification.

Since I have a gambling problem I wanted to set betting limits, but the casino doesn't have an option to do this.

As expected, I gambled and lost everything this afternoon.

It can't be that a casino has such a good rating here that takes so much time with the payout and gives the player no way to protect / secure the money. They aimed for me to gamble away everything.

I ask for help dear Casinoguru team

Hallo, sehr geehrtes Casinoguru Team.

ich habe bei besagtem Casino mit Bonus am 1.4.22 einen Gewinn von 1711 zur Auszahlung gebracht.

die Auszahlung wurde innerhalb 24H nicht bearbeitet trotzt verifikation.

da ich ein Glücksspiel Problem habe wollte ich Einsatzlimits einstellen, beim Casino gibt es allerdings keine Möglichkeit dazu.

wie es zu erwarten war habe ich heute Mittag alles verspielt und verloren.

Es kann doch nicht sein das ein Casino hier so eine gutes Bewertung hat welches sich bei der Auszahlung so viel Zeit lässt und dem Spieler keine Möglichkeit gibt das Geld zu schützen/ sichern. Sie haben darauf abgezielt das ich alles verspiele.

Ich bitte um Hilfe liebes Casinoguru Team

Dear Nico,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand that it is not mandatory for all casinos to offer deposit or loss limits. Have you tried to request a self-exclusion instead of loss limits? Have you, in any way, informed the casino about your gambling problem?

Sadly, since you have played your winnings, I’m afraid, there is not much we can do for you. Please understand, that the player is the only one responsible for their account, active balance, and all the bets taking place. For future references, please contact us as soon as the issue evolves so we can intervene before it's too late.

I wish I could be of more help. Thank you in advance for your reply and understanding.

Best regards,

Petronela

I asked in the chat to apply for a self-exclusion before I gamble everything, but there was no response from the casino. Only that the payment would be processed quickly and so I finally gambled everything

Ich habe im Chat drum gebeten einen Selbtauschluss zu beantragen bevor ich alles verspiele, aber vom Casino kam keine Rückmeldung. Nur das die Auszahlung schnell bearbeitet werden würde und so verspielte ich schließlich alles

Could you please forward screenshots or any supporting evidence that you have informed the casino about your gambling problem? My email address is petronela.k@casino.guru. Please understand that without any supporting evidence we can't proceed with this case as it would be close to impossible to confront the casino. Thank you in advance for your understanding and reply.

Dear Nico,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.