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I created an account and deposited $200.00 and chose to use a promotion. The promotion was $350.00 free play added to my deposit as well as 30 free spins on a designated game. I played the slot and didn't receive any free spins. I wound up losing the original $200, but was winning on other slots with the bonus money. I then went to blackjack. I was playing single deck, 3 hand blackjack and was on fire! I got up close to $6000.00. They would not allow me to cash anything out at all. I called customer service and they told me i would have to win at least $22,500.00 before i could cash out because of the promotion/bonus i chose. None of this was in writing or explained upon choosing the bonus, there wasn't any notes or info explaining any of this to me. After my "friendly" conversation with customer service, i continued to play the same game, making the same bets, and i didn't win hardly a single hand. It was like they purposely rigged the game for me to lose. So i did exactly that...lose. I figured what the hell they wont let me cash out anyways. I will never play this casino again nor would i ever recommend it to anybody, ever!

Dear Matthew,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked general terms and conditions, and this is what I found https://www.luckycreek.com/terms-and-conditions:

"Wagering for Bonuses - Play through Requirements

(% contribution per game as follows):

Slots                    100%

Blackjack            5%"

If I understand correctly, you haven’t been advised to accumulate $22,500 in winnings but to place bets in that amount. It calls wagering requirements. Since blackjack contributes 5% towards wagering only (meaning from every $100 only $5 counts) it would be much easier if you haven’t switched the games.

I’m afraid there is not much we can do to support your case at this time, especially since you have played your winnings already. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Dear Matthew,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.