DuckyLuck Casino - Player's winnings confiscated, account blocked.

I used the casino a few times and just before getting blocked I did not use any bonuses and my winnings was with held and then blocked. When I enquired I was told that 6 other people played the same way. I then asked for their names as I do know of some people that use the casino. Their last email to me was on 07/03/24, which was in response to my email below:

"Good day.

Can you please review my gameplay on 03 March 2024 - 04 March 2024. 

On the above mentioned dates I did not make use of any bonuses and played with just my deposited amount of around R2500. 

The reason for my deposit was to keep my status as a Golden Goose and make one deposit per month to keep that status. That was my understanding.

Whilst playing that R2500 I won an amount of around R7500 and did 3 withdrawals of R2500 each, as mentioned without any bonuses. With that in mind I do not understand the below mentioned:

Void Balances and Winnings: In accordance with our terms of service, any remaining balances or winnings in your account are void due to the aforementioned violations.

I literally did not do any of the violations mentioned. 

I am not appealing the closure of the account, I am appealing the voiding of the balance and winnings.

Regards"

I can forward the threat if I get your email address.

Hello clintonpillay12,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with DuckyLuck Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? What kind of games were you playing in the casino? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Was verified around 10 February 2024. I played with them before and they paid out my winnings even though I used a bonus then. The last time they responded was 07/03/2024, and I already mentioned what it was about in my first message for assistance. I was playing games from Betsoft. Even with the bonus active it allowed games from Betsoft.

Hello clintonpillay12,

Please forward the above mentioned threat to nikolas.b@casino.guru.

Good day.

There was no threat.

Regards

Clinton

Hello clintonpillay12,

Thank you for the forwarded e-mail. However, I was expecting the communication between you and the casino rather than the copy of this complaints. To get direct information from the casino regarding your issue, I will be forwarding your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello clintonpillay12,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite DuckyLuck Casinoo to join the conversation.

Dear DuckyLuck Casino,

Can you please provide us with the details as to how the player allegedly broke your rules, resulting in voiding their winnings? if the information can't be shared publicly, please send it to me at michal.k@casino.guru

Hello Michal and clintonpillay12,

We are looking into this complaint and referred it to the department in charge. As soon as we have an answer for you we will come back.

Regards

DuckyLuck Casino

Dear clintonpillay12,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Good day.

I believe you are waiting for the casino to reply. I emailed you the email they sent me.

Regards

Clinton

Dear clintonpillay12,

Thank you for your email. I haven't received any additional information or evidence regarding the accusations from the casino team, so I'm unable to comment on it at this time. I hope to receive the necessary information and evidence soon.

Dear DuckyLuck Casino,

Please forward the necessary information and evidence to support the accusations to me at michal.k@casino.guru

I looking forward to your prompt response.

Hello everyone,

Thank you for the opportunity to address the concerns raised here on Casino Guru, particularly those from Clinton regarding his recent experiences with DuckyLuck Casino.

At DuckyLuck, we strive to create a secure, fair, and enjoyable gaming environment. Our decision to close certain accounts, including Clinton’s, was driven by a thorough investigation that uncovered a network of accounts exhibiting highly synchronized activities. These accounts, including Clinton’s, were associated through transactions traced back to a single cryptocurrency wallet used for deposits.

This wallet showed patterns that are typically indicative of fraudulent activity, such as high-value balance fluctuations and multiple input-multiple output transactions. Furthermore, it was linked to known high-risk entities and platforms that have histories of scam involvement. Such behaviors significantly undermine the integrity of our operations and the fairness expected by our community.

The closure of these accounts and the voiding of associated transactions were necessary actions taken to protect our community from potential fraud and abuse. It is never our intention to disrupt a player's experience without substantial cause. Our actions are always aimed at ensuring the ongoing integrity and sustainability of our gaming environment.

While we understand that such measures can be disappointing, they are essential in our commitment to maintaining a safe and fair platform for all our players. Privacy regulations prevent us from disclosing more specific details or personal information about the involved parties, but please rest assured that our decisions are made with the consideration of maintaining the highest standards of fairness and security.

Thank you all for your understanding and for engaging with us on these matters. We remain committed to improving and ensuring that our practices reflect the high standards our players expect and deserve.

Clinton has also received an email explaining this further.

Good day.

I am confused about the statement of the wallet as only I use my wallet to fund my account and my account only.

Can I get proof of the fraudulent transactions or wallet information that is pertaining to my account. Is it the wallet or crypto platform that I am using "fraudulent". Furthermore I do not have control as to who uses the platform, as for my wallet on that platform, only I use my wallet.

The casino has mentioned alot but no proof to support their accusations which I am extremely disappointed about.

Regards

Clinton

Dear DuckyLuck Casino,

While I understand your need to protect yourself from potential fraudulent behavior, without adequate evidence to support our accusation, we cannot reach a fair conclusion. The player has previously denied any involvement in fraudulent activity. I kindly ask that you provide any reasonable evidence to support the accusations to me at michal.k@casino.guru.

Thank you for your cooperation in this regard.

Hello Michal.

We will go ahead and gather the information and send it to you as soon as possible.

Regards

Good day.

Just to clarify something. Is the casino claiming that MY crypto wallet (the one I own) has been used to fund multiple accounts with DuckyLuck casino?

Regards

Clinton

Dear clintonpillay12,

Can you please confirm your crypto wallet? Do you have just one or multiple crypto wallets?

Good day.

I use 2 platforms that being Gate.io and Luno. I only used Luno for deposits.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello. I would like to apologize for the delay in our response. We are gathering all necessary proof and as soon as we have it ready, we will email you immediately.

Good day.

Regarding my previous message - "Is the casino claiming that MY crypto wallet (the one I own) has been used to fund multiple accounts with DuckyLuck casino?" Meaning that I use my account to make deposits on behalf of people to put it into layman's terms?

If the casino is claiming that I used my crypto wallet for "fraudulent" activity, my question would be: "How would they KNOW that without breaching the privacy regulations and security with my crypto wallet?"

The casino previously stated, "This wallet showed patterns that are typically indicative of fraudulent activity, such as high-value balance fluctuations and multiple input-multiple output transactions. Furthermore, it was linked to known high-risk entities and platforms that have histories of scam involvement. Such behaviors significantly undermine the integrity of our operations and the fairness expected by our community."

So how can that conclusion be made without having an insight into my crypto wallet which means my own security has been breached.

I use my wallet for many things, none of it to my knowledge being fraudulent, but how would the casino "know" what is "fraudulent" and what isn't without breaching my crypto wallet? Isn't that in itself a breach of my personal security?

Regards

Clinton

Dear DuckyLuck Casino,

I'm still waiting for the additional information and evidence to support your claims. I'm looking forward to receiving the shortly.

Dear clintonpillay12,

I understand your concerns regarding the breach of your personal security, but it's essential to highlight that the discovery of the abovementioned inconsistencies typically occurs during or after the implementation of Know Your Customer (KYC) and Anti-Money Laundering (AML) checks. These checks are usually initiated after a player submits a withdrawal request and are industry standards. It has nothing to do with any breach of your personal security. In fact, the casino is obliged by the license rules and their own policy to verify all the payment methods you used for deposits and withdrawals, and if there are any valid inconsistencies, they have to take appropriate steps.

I'm still waiting for additional information and evidence to better understand the whole situation and, if possible, find a suitable resolution.

Good day.

Thank you.

Hello everyone!

Thank you for allowing us the opportunity to address the situation concerning Clinton and other related accounts on our platform, DuckyLuck Casino. This discussion is valuable, and we appreciate the community's engagement as it allows for a transparent dialogue about our operational decisions.

At DuckyLuck, we are committed to maintaining a fair and enjoyable gaming environment for all our players. The closure of these accounts was not a decision taken lightly but was the result of an extensive investigation which uncovered a pattern of behavior across several accounts that was both systematic and indicative of an organized attempt to manipulate our systems.

Here's a brief overview of what we found.

Simultaneous Registrations and Activity: The accounts in question, including Clinton's, were all registered within a very short timeframe between February 7, 2024, and February 24, 2024. This kind of synchronized activity raises significant security concerns and is often a red flag for potential coordinated fraud.

Concentrated Game Play: All involved accounts consistently focused on a select group of games from Betsoft, including "Take the Kingdom," "Take Olympus," "Take The Bank," and "Take Santa’s Shop." This unusual concentration on specific games by multiple accounts further underscores the non-independent nature of these activities.

Strategic Gameplay and Bonus Abuse: The pattern involved exploiting the above mentioned slots and also our welcome bonuses, followed by a very specific sequence of actions. After claiming and 'busting' the bonus, each player made new deposits and consistently played the same Betsoft games, namely 'Take Santa’s Shop' or 'Take the Bank'. These games were then used to generate significant winnings, which were often followed by multiple withdrawal requests.

Withdrawal and Bonus Reversals: In several cases, withdrawals were reversed with the clear intent of triggering new deposit bonuses. This manipulation of our bonus and withdrawal processes was identical across all involved accounts, suggesting a premeditated strategy rather than coincidental or isolated actions.

Financial Transactions: The financial transactions for these accounts were notably concerning. All deposits originated from the same Bitcoin address, indicating a shared funding source, which is uncommon among genuinely independent accounts. Additionally, while withdrawal addresses varied, they all traced back to the same wallet, adding another layer of coordinated behavior.

The integrity of our gaming environment is paramount. When patterns emerge that suggest organized exploitation of our systems, we must take action to protect all our players and ensure fairness. These actions are always based on a thorough investigation and are never directed at players who engage with our platform in good faith.

We understand that this situation may be frustrating for those affected, but please know that our actions are aimed at maintaining the trust and security of our gaming community. We encourage open communication and are here to discuss any concerns you may have.

Thank you for your understanding and for participating in this important conversation.

Good day.

I would like to thank the casino for the overview.

I did not disagree with the closure of my account but I am disagreeing with the statement of fraudulent activity.

I would like to address the points mentioned by the casino.

Simultaneous Registrations and Activity: I have no control as to know registers with the casino.

Concentrated Game Play: I did play games from Betsoft and the bonuses used DID allow for the use of those games.

Strategic Gameplay and Bonus Abuse: What I did was not expressly stipulated in the bonus used, I am refering to that specific bonus.

Withdrawal and Bonus Reversals: The casino only allows withdrawals up to R2500 so there had to be multiple withdrawals. If it was not allowed then it should be stipulated that it is not allowed.

Financial Transactions: If I am not mistaken I used Ripple to make deposits. Further more only I use my wallet. Where is the proof of these transactions. I assume this was the "fraudulent" ones mentioned earlier.

As previous stated I do not have an issue with the casino blocking/banning me and based on what they mentioned I would say it's justified to do that, except for the Financial Transactions. But also what I did was not expressly stipulated in the bonuses, ie, Betsoft games are allowed with the use of a bonus even stipulating it is allowed.

In an email to the casino I mentioned for them to check my gameplay on a specific date, after those winnings my account was blocked. During that gameplay and subsequent winnings, no bonuses was used and was done completely "fairly". So why was those winnings withheld? If the casino paid those winnings I would not have escalated this matter as I somewhat understand their reasoning, expect the Financial Transactions.

If there are flaws in the system then the casino should rectify them before allowing the gameplay of such games, or before allowing customers/clients to play them.

I am tired of going back and forth... The reasons the casino gave to withhold my last payouts is not valid as it has nothing to do with what they mentioned. I did not do any of those things mentioned, no bonuses was used and was done completely fairly. The financial transactions is complete nonsense. If they can provide evidence I will gladly forward my statement which will disproof their accusation.

Regards

Clinton

Dear DuckyLuck Casino,

Thank you for your response. I'm still awaiting evidence to support your claims.

Dear clintonpillay12,

I'm still waiting for evidence from the casino team and I can agree with you on certain points, however, I can't fully agree with you on this..

"Strategic Gameplay and Bonus Abuse: What I did was not expressly stipulated in the bonus used, I am refering to that specific bonus."

Numerous scenarios can arise that even the best casinos with detailed terms cannot cover comprehensively. Naturally, without corroborating evidence, I cannot align with the casino's actions. However, given your acknowledgment of employing a strategy, the pivotal question remains: Was the strategy legitimate, or did it provide an unfair advantage?

Another point that again still needs to be clarified is the financial transactions.

I'm hopeful the evidence will shed more light on the matter. 

Dear DuckyLuck Casino,

Thank you for providing all the information and evidence.

Dear clintonpillay12,

Apologies for the delay in response, but gathering all the required information and evidence to come to a fair conclusion took a bit more time than expected.

After gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - bonus abuse detected by multiple accounts created close one after another linked with claiming the same bonuses, using similar payment methods, and engaging in the same or very similar gameplay (including playing the same games, placing the same bet amounts and other similarities). Moreover, all the accounts involved were linked to the same crypto address or crypto wallet at some point, which cannot be considered a mere coincidence.

Under these circumstances, I regret to inform you that I cannot offer any further assistance, and as a result, this complaint will be rejected. Casinos maintain a strict policy concerning instances of multiple accounts or coordinated gameplay, such as the one described in this case. 

I wish I could be of more help.

Best regards,

Michal

Casino Guru