LuckyDreams Casino - El jugador pudo apostar a pesar de la autoexclusión.

Good day,

today, I am getting in touch to lodge a complaint against the casino. In 2020, I received a confirmation that I would be permanently banned from casinos in the entire group due to a gambling addiction. (See attachment). I have also requested a lifetime ban in all casinos of the Dama N.V. brand due to gambling addiction at other casinos in the group. I would also provide these screenshots for reference.

My current claim is against Luckydreams. I have already addressed this matter with them. They declined to issue a refund. Despite a guaranteed lifetime ban throughout the group (see screenshot).

The casino has declined a refund.

Please help me.

Guten Tag,

heute kontaktiere ich Sie um mich über das Casino zu beschweren. Ich hatte im Jahr 2020 eine Bestätigung erhalten, dass ich in Casinos der gesamten Gruppe für immer gesperrt bleibe aufgrund von Spielsucht. (Siehe Anhang). Ebenfalls habe ich bei weiteren Casinos der Gruppe um eine lebenslange Sperre in allen Casinos der Marke Dama N.V. aufgrund von Spielsucht gebeten. Diese Screenshots würden ebenfalls zur Verfugung stellen.

Mein heutiger Claim richtet sich gegen das Luckydreams . Ich habe dieses bereits mit dem Sachverhalt kontaktiert. Eine Rückerstattung lehnten Sie ab. Obwohl mir eine lebenslange Sperre in der gesamten Gruppe Garantiert wurde (Siehe Screenshot).

Eine Rückerstattung hat das Casino abgelehnt.

Bitte helfen Sie mir.

Dear Jonasgamble,

Thank you very much for submitting your complaint. I'm sorry for your negative experience with LuckyDreams Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify when you opened your account in LuckyDreams Casino?

When was the last time you logged into your account?

When was the last time you made any deposits into this casino account?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Good day,

Account created: 2021-09-04

Last login: 2023-04-01

last deposit: September 4th, 2021

With kind regards

Guten Tag,

Account erstellt: 2021-09-04

Letzter Login: 2023-04-01 

letzte Einzahlung: 04.09.2021

freundliche grüße

I apologize, Jonasgamble, but we regret to inform you that we cannot assist you with your request. As it has been more than a year since the initial request was made, we are unable to proceed with an investigation. This is considered a "cold case", and our policy dictates that we cannot pursue issues that occurred over a year ago. The gathering of evidence and construction of a timeline would be extremely challenging, if not impossible.

Due to the aforementioned reason, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.