LuckyDreams Casino - У игрока проблемы, связанные со здоровьем.

I had a brain condition and received radiation treatment in 2021, and since then I haven't been able to comprehend written text. I shouldn't have been able to open an account independently, but I did not understand this.

I neither understood the terms and conditions nor that I was playing with real money. There is a medical certificate confirming this, as well as another one stating that I have a medication-induced gambling addiction. Could you help and support me in reaching an agreement with the casino?

Ich hatte eine Erkrankung im Kopf, erhielt 2021 Bestrahlung, seitdem hatte ich kein Textverständnis mehr. Ich dürfte nicht selbstständig ein Konto eröffnen. Aber dies habe ich nicht verstanden.

Ich habe weder die allgemeinen Geschäftsbedingungen verstanden, noch dass ich um Echtgeld gespielt habe. Ein ärztliches Attest, dass dem so ist, liegt vor. Ebenso existiert ein Attest, dass ich medikamentös bedingt spielsüchtig ist. Könnten Sie mir helfen, mich unterstützen, so dass ich mit dem Casino eine Einigung finde???

Dear Kora76,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please confirm if you informed LuckyDreams Casino about your gambling addiction? If possible, kindly forward the email with your request to close the account to veronika.l@casino.guru.

Also, when was the last time you deposited money into your LuckyDreams 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 morning Veronika. My last deposit was on December 27th, 2022. Although I received the data protection query, no communication is listed there. So I cannot prove or am not 100% sure whether I communicated this.

Best regards

Guten morgen Veronika. Meine letzte Einzahlung war am 27.12.2022. Obwohl ich die Datenschutzabfrage erhalten habe, ist dort keine Kommunikation aufgeführt. Somit kann ich nicht nachweisen bzw. b in mir nicht zu 100% sicher, ob ich dies mitgeteilt habe.

Liebe Grüße

Thank you for your reply. Unfortunately, without any evidence that you specifically requested self-exclusion from the casino due to gambling addiction, we are unable to proceed with the investigation or involve the casino representatives in resolving this complaint. Please understand that before we reach out to the casino, we require proof from the player that they have informed the casino about their gambling problem and that the casino failed to act by allowing further deposits and gameplay.

Additionally, since your last deposit was made two years ago, I regret to inform you that we are unable to assist with your request. Given that more than a year has passed since your initial request, this is considered a "cold case," and our policy prevents us from investigating issues that occurred over a year ago. Gathering evidence and constructing a clear timeline after such a long period would be extremely difficult, if not impossible.

For the reasons mentioned above, this complaint will now be closed. Thank you for your understanding. I’m sorry we could not be of more help on this occasion, but please do not hesitate to contact us if you encounter any issues with this or any other casino in the future.

Best regards

Veronika