Lucky Bits Vegas Casino - Player’s account has been closed and winnings confiscated.

Complaint Description:

I am a fully KYC-verified user of the company's platform, Lucky Bits Vegas. During the recent monthly referral leaderboard promotion, I fairly and organically earned 1st place, which carries a prize of 1,400 SC ($1,400 value).

After I contacted support regarding technical tracking issues on the leaderboard, a representative from the Fraud, Risk and Payments Team permanently closed my account and voided my earnings, citing Sections 3 and 4 of the terms (implied referral/account fraud).

I have provided absolute, verifiable proof to the company that 100% of my traffic came from a single, organic, public post on my subreddit (https://www.reddit.com/r/CasinoFreebies/s/uEhGXACyxh) and (https://www.reddit.com/r/CasinoFreebies/s/75sEONlYzC). I do not own multiple accounts, and I have no control over the individual purchasing behaviors or locations of independent public users who clicked my link. The company has refused to audit this proof, arbitrarily seizing my legally earned promotional prize.

Desired Resolution:

Full reinstatement of my account and the immediate payout of my 1,400 SC leaderboard prize.

I would like to add in, Lucky Bits Vegas is owned and operated by High 5 Casino LLC

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Dear imTURBO,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the situation.

To understand the timeline of events, could you please provide the following dates:

• date when you registered your account
• date when the winner for the leaderboard promotion was declared
• date your winnings were confiscated
• date when your account was permanently closed

I know you already attached the relevant communication with the casino in your previous message. However, I would greatly appreciate it if you could please forward them to jean.s@casino.guru so I can also see the dates and order of responses.

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

yeah I'll send a email now

They finally reactivated my account, but then they claim I have attempted to make multiple accounts which is 100% not true, ive only ever had the one login, but with the reactivation, they didn't reinstate my top place of the leaderboard, I'm completely unranked on the subject now

also the leaderboard ends tomorrow and is paid on the 1st according to the banner

8 hours remaining until leaderboard closes and they're refusing to respond to my emails.

for 2 days now they have refused to respond to my emails regarding the fact they did not reinstate my rank on the leaderboard before it concluded a hour and 23 minutes ago. resulting in them not paying me the 1400sc i earned.

my latest email to them was

I also emailed their legal team my dispute in the matter starting the timer of 30 day clock before I can file arbitration

if you can mark these sensitive attachment that would be appreciated, I also emailed you the same thing

so they paid me for second place (500sc) which is completely unfair because of the 3 days I was banned anyone who signed up with my link would have been uncounted for, also another user went from 2nd place at 10 referrals to 15 within the last 2 hours of the contest and I don't think they bothered investigating them... not even I was able to climb the leaderboard that quickly.

I sent an email to LBV and attached that email as an image.

but I'm not sure if this case would be considered resolved or not yet.

Dear imTURBO,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin L., (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

I sent a email to Martin with a update on my end I'll also post it here:

I also want to point out that they completely refused to respond to my messages asking whether my leaderboard ranking remained the same even though it was no longer displayed. Because of that lack of communication, I stopped promoting my referral link entirely.

On top of that, my account was deactivated for several days, preventing me from promoting my referral link during that time as well. When my account was deactivated, I was ranked #14. While I was unable to participate, another player increased their referrals from 10 to 15, moving into first place and pushing me down to second.

It's unfair that I lost my position while being unable to promote due to the account deactivation and while support ignored my requests for clarification about my leaderboard status.

and now they're threatening me with permanent banning my account again because I told them that I don't feel this issue is resolved, and accusing me of targeting other participants, when all I did was mention to them they should probably look into them because the way they jumped rank so fast in the last 2 hours was super sketchy.

this is what I sent the LBV legal team in response to their email back to me confirming they got my complaint.

Dear imTURBO,

Thank you for the additional information and for explaining your position in detail both here and through our email communication.

After reviewing the complaint and the latest developments, I unfortunately do not believe we will be able to assist further in this matter.

The issue sadly falls into the area of referral and promotional program administration. Casino Guru is unable to mediate disputes regarding affiliate-style referral programs, leaderboard rankings, or hypothetical losses resulting from missed promotional opportunities.

For this reason, we are unable to continue pursuing the complaint.

I understand this is probably not the outcome you were hoping for, and we are in no way proclaiming you are in the wrong, we are simply unable to help you. If you believe the casino breached its promotional terms or caused you financial harm through its handling of the referral competition, you may wish to pursue the matter through the Federal Trade Commission and submit a complaint with them. To do this, please go to the https://reportfraud.ftc.gov/assistant and submit the complaint via online form. Alternatively, you can also lodge a complain with your State Attorney General, as they have also an authority to investigate sweepstakes casinos.

Thank you for your understanding.

Best regards

Martin

Casino Guru