LuckyDreams Casino - discussione generale (pagina 8)

Thank you for your messages; it's good to know that someone from Casino Guru is at least trying to help me. Therefore, I'm sending the following message. Please forward it to Stefan, thank you.

Hello Radka,

All relevant information and explanations have already been fully and comprehensibly documented by me in the forum chat. The entire matter is presented there in a structured manner.

Despite this, no one has contacted us for at least two weeks now. Neither Stefan, who was previously involved in the case, nor any other Casino Guru employee has responded to the recent posts. The case is effectively at a standstill.

In addition, a significant problem remains:

I have repeatedly requested information pursuant to Article 15 GDPR (data access). Specifically, this concerns those documents and data on which an assessment or decision in my case was apparently based.

However, these documents are still not being made available to me for review.

Therefore, a very simple and legitimate question arises for me:

• If these documents actually exist and were used to assess the case, why aren't they simply shown to me?

Disclosing these documents would immediately clarify the facts and allow me to verify the alleged basis of the decision myself. This would allow the case to be concluded quickly and transparently for all parties involved.

As long as I am denied this GDPR information about the relevant data and documents, the decision-making process remains neither comprehensible nor transparent from my point of view.

I therefore request once again:

• Provision of the documents and data pursuant to Art. 15 GDPR, on the basis of which the case was assessed.
• A statement explaining why this information has not been provided so far.

A timely response is requested, as the case has remained unanswered for weeks.

Thank you.

Vielen Dank für deine Nachrichten, das zumindest irgendwie jemand versucht von Casino Guru mir zu helfen. Deshalb folgende Nachricht. Bitte an Stefan weiterleiten, danke.

Hallo Radka,

sämtliche relevanten Informationen und Erläuterungen wurden von meiner Seite bereits vollständig und nachvollziehbar im Forum-Chat dokumentiert. Der gesamte Sachverhalt ist dort strukturiert dargestellt.

Trotzdem hat sich seit mittlerweile mindestens zwei Wochen niemand mehr gemeldet. Weder Stefan, der zuvor mit dem Fall befasst war, noch irgendein anderer Mitarbeiter von Casino Guru hat auf die letzten Beiträge reagiert. Der Fall befindet sich faktisch im Stillstand.

Zusätzlich besteht weiterhin ein wesentliches Problem:

Ich habe wiederholt um Auskunft gemäß Art. 15 DSGVO (Datenauskunft) ersucht. Dabei geht es konkret um jene Dokumente und Daten, auf deren Grundlage offenbar eine Bewertung bzw. Entscheidung in meinem Fall getroffen wurde.

Diese Unterlagen werden mir jedoch nach wie vor nicht zur Einsicht bereitgestellt.

Daher stellt sich für mich eine sehr einfache und berechtigte Frage:

• Wenn diese Dokumente tatsächlich existieren und zur Beurteilung des Falles herangezogen wurden, weshalb werden sie mir nicht einfach gezeigt?

Die Offenlegung dieser Unterlagen würde den Sachverhalt unmittelbar klären und es mir ermöglichen, die angebliche Grundlage der Entscheidung selbst zu überprüfen. Damit könnte der Fall für alle Beteiligten schnell und transparent abgeschlossen werden.

Solange mir diese DSGVO-Auskunft über die betreffenden Daten und Dokumente verweigert wird, bleibt der Entscheidungsprozess aus meiner Sicht weder nachvollziehbar noch transparent.

Ich ersuche daher nochmals um:

• Bereitstellung der Dokumente und Daten gemäß Art. 15 DSGVO, auf deren Grundlage der Fall bewertet wurde.
• Eine Stellungnahme, weshalb diese Informationen bislang nicht übermittelt wurden.

Eine zeitnahe Rückmeldung, da der Fall bereits seit Wochen unbeantwortet bleibt.

Vielen Dank.

https://de.casino.guru/beschwerden/luckydreams-casino-die-gewinne-des-spielers-werden

The link to the complaint.

https://de.casino.guru/beschwerden/luckydreams-casino-die-gewinne-des-spielers-werden

Der Link zur Beschwerde.

Public Warning – LuckyDreams Casino / Transparency and GDPR Data Access Issue

This post is intended as public information and a warning for other players, so they are aware of potential risks before deciding to play at this casino.

In my case, the issue concerns a confiscated winning amount of approximately €21,000 at LuckyDreams. The full situation has already been documented in detail and is publicly visible in the forum.

A major concern is that relevant documents and data related to the case, which appear to have been used to evaluate or justify the decision, have not been disclosed to me. Despite multiple requests, I have not received full access to my data under Article 15 of the GDPR (Right of Access). Without access to these materials, it is currently impossible for me to independently verify the basis on which the decision was made.

The case has also been reported to the relevant authority. However, there has been no response or decision from the authority for several months, leaving the matter unresolved.

The purpose of this post is not to repeat accusations but to increase transparency for other players. In situations like this, it is essential that players are able to access their own game records and case-related documentation, especially when significant sums of money are involved.

Since the entire case is publicly accessible in the forum, I recommend that anyone considering playing there review the information carefully and form their own opinion.

This notice is meant to help other players avoid encountering similar issues and make informed decisions before depositing or playing at this casino.

Well, since the complaint ended differently, I guess there isn't much to add without eliciting negative emotions. So, let me share the complaint outcome; I honestly don't have anything else to add. I've already stated that the mediators are the only ones who have complete context from both you and the casino. I'll leave it like that.

"Thank you for your detailed follow-up and for providing the additional information.

After carefully reviewing the evidence submitted by the casino, including the bet history and internal records shared with us, we can confirm that the maximum bet rule was violated multiple times during the active bonus wagering period. The data provided clearly indicates that wagers significantly exceeding the permitted €5 limit were placed while the bonus was still active.

As stated in the Bonus Terms and Conditions, which were accepted prior to activating the promotion, placing bets above the maximum allowed amount during bonus wagering constitutes a breach of the bonus rules. In such cases, the casino is entitled to void any winnings derived from the bonus. Based on the documentation received, the confiscation of winnings was applied in accordance with these established rules.

While we understand your concerns regarding specific timestamps and technical details, the overall records confirm repeated violations of the maximum bet restriction during the wagering phase. Additionally, your original deposit was refunded, which aligns with the standard procedure in such situations.

Given the above, we consider the casino’s actions to be consistent with its published Terms and Conditions, and we do not find grounds to challenge the decision. Therefore, the complaint will be rejected."

I'm sorry.

Hallo Radka,

thank you for your response and for sharing the final position regarding the complaint.

However, there is still one fundamental issue that remains unresolved. Throughout this process I have repeatedly requested access to the documents and data that were used to evaluate and decide this case, based on my right of access under Article 15 of the GDPR.

According to your message, the mediators reviewed bet history and internal records provided by the casino. These documents apparently form the basis of the conclusion that the maximum bet rule was violated.

The problem is that these records have never been provided to me, despite several requests. As the data subject, I have the legal right to obtain a copy of all personal data and records relating to my gameplay and this case, including the materials that were used to reach the decision.

Without access to these documents, it is impossible for me to independently verify the conclusions that were drawn.

Therefore, I would once again formally request:

Access to the bet history and internal records referenced in your decision

A copy of the data and documents concerning my gameplay and this case, as required under Article 15 GDPR

If the decision is based on these records, there should be no reason why they cannot be shared with me. Providing them would allow me to review the situation transparently and close the matter on my side as well.

At the moment, however, these documents are still being withheld from me, which raises understandable concerns regarding transparency and my data access rights.

Thank you in advance for clarifying this point.

Public Warning – LuckyDreams Casino / Transparency and GDPR Data Access Concerns

This post is intended as public information and a warning for other players, so they are aware of potential risks before deciding to play at this casino.

In my case, the issue concerns a confiscated winning amount of approximately €21,000 at LuckyDreams. The entire situation has already been documented in detail and remains publicly visible in this forum.

A central concern is that relevant documents and data related to this case — which were apparently used to evaluate and justify the final decision — have not been disclosed to me. Despite multiple requests, I have not received full access to my personal data under Article 15 of the GDPR (Right of Access).

According to the statements provided during the mediation process, the decision was based on bet history and internal records provided by the casino. However, these documents have never been shared with me, making it impossible to independently verify the conclusions that were drawn.

To this day, both the casino and the relevant authority have failed to provide a response regarding these requested documents. Several months have passed without any clarification or disclosure of the records in question.

As the data subject under the GDPR, I have the legal right to obtain access to my personal data and records connected to my gameplay and this case. Nevertheless, this right continues to be effectively denied, as the documents that supposedly prove the alleged violations are still being withheld.

The purpose of this post is not to repeat accusations but to increase transparency for other players. When significant sums of money are involved, it is essential that players have full access to their own gameplay records and the documentation used to make decisions about their accounts.

Since the entire case is publicly accessible in the forum, I strongly recommend that anyone considering playing at this casino review the available information carefully and form their own opinion before depositing funds.

This notice is intended to help other players avoid encountering similar issues and ensure they are fully aware of the potential risks before choosing to play at LuckyDreams.

First of all, I'd like to ask you politely to keep all your fair warnings in this thread. Those do not belong somewhere else. Thank you.

I'm now going to read the update.

Well, I understand what you are saying and would like to clarify one point: we cannot look into GDPR, as it is essentially a matter between you and the casino. If you need the matter investigated, please contact your local GDPR authority. This course of action is the best step to take and the only one we recommend.

the problem is that most casinos do not allow us to share any screenshots or system details with the players, since, as you can see, it sadly works both ways.

I understand it is challenging to accept the rule was violated without seeing the history, but for the complaint, it is okay that the mediators did see it since there were multiple breaches.

I get this is about the timestamp you mentioned in the complaint, and once more—I get it, I guess. But for us, as long as the max rule is valid, you were aware of it and breached it multiple times; the case was closed as it was.

I'm sorry.

Radka,

I would like to address a fundamental concern regarding how this case was handled.

You stated that the mediators had access to the full context, including betting history and internal records, and that this formed the basis for the final decision. At the same time, it was also stated that these documents cannot be shared with me.

This creates a serious issue:

The decision is based on evidence that

I, as the affected party, have never seen,

cannot review, and

therefore cannot verify or challenge.

From my perspective, this raises a simple but critical question:

How can a case be considered fairly reviewed if one party is denied access to the very evidence used to reach the conclusion?

In practice, this means:

The casino provides internal data

The mediators review it

A decision is made

But the player has no possibility to independently validate the findings

This creates a situation where the process becomes non-transparent and effectively non-verifiable.

Additionally, I have repeatedly requested access to these records under Article 15 of the GDPR (Right of Access), as they clearly relate to my account and gameplay. However, these requests remain unanswered, and the documents continue to be withheld.

This is not only a matter of disagreement about bonus terms. It is fundamentally about transparency and the ability to review the basis of a decision involving a significant amount of money.

Without access to the underlying data, I am expected to accept a conclusion that I cannot independently confirm.

I believe this is a point that should be openly addressed, not only in my case, but also for the benefit of other players following similar complaints.

Thank you.

Hello again. I understand that from your perspective there is a place for speculations. Many casinos are willing to collaborate on resolving players' disputes because we agreed not to share internal information. I get you do not like this method. GDPR applies in this situation to the casino and I already mentioned the recommended step earlier.

I believe that account closures and multiple accounts were the root cause of this entire situation. Avoiding casinos completely should prevent similarly unpleasant situations.

Thank you.