Luckland Casino - Player’s £5000 winnings blocked by casino.

As I have attached all the screenshots from the chat.after being with them for nearly 2 years now. I deposited the money in my account had winnings from the game. Went on to withdraw didn't let me. 15 times I went to cash out same msg. When went to chat and explained I had my real money and real winnings which was nearly 5k.i was not using no bonus and my bonus balance was 0.why they didn't let me withdraw my money. She said I was wagering for a bonus with my real money. bonus which I received 7 months ago and expired after 24hrs then. Wow. I requested them for the refund of my winnings first she said no they can't then after explaining she said she will put a request but can't promise as they were in the right for converting my real money and real winnings into wagering for a bonus which was expired 7 months ago. After that I went back to the chat and sent a screenshot of UKGC laws and told her everything she explained regarding wagering was completely different from the law. She said we will look in to it and now blocked my account. What seriously what do I do

Hello Zubairm90,

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

Could you please advise since when is your account fully verified? What kind of bonus did you claim and how do you know that it has expired? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

My account was fully verified and I have been with them for nearly 2 years. these free spins were expired after 24 hours. I've received them on 21st of October 2023.This bonus was used by me that time 50 free spins. Since after I have been depositing real money without realising that I have been robbed because all that money was being converted to wagering. It's only yesterday for the first time since October last year I was trying to withdraw and realised their scam. Now they have disabled my account. I've got screenshots of everything.

Hello Zubairm90,

How much was your exact balance when you left the bonus there? Can you please forward your full betting history to nikolas.b@casino.guru.

Hello Zubairm90,

We are not the casino so it's not my colleague. Please forward the requested information to the above stated e-mail.

I've posted my chat with casino support team where you can see casino clearly violating UKGC withdraw policy and they have come back to me via email that they cannot do anything about it. Now they have blocked my email address so I am not able to send further emails after their totally unexpected and unacceptable response

Hello Zubairm90,

As the bonus balance was zero, the bonus should have been automatically removed along with the wagering. I will now forward 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

Yes that's what I am saying. They have taken my money and disable my emails. Disable my account. They didn't even give me my deposit money. Forget about my winnings. Don't know what to do. Day light robbery. So disappointed

Hello Zubairm90,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I have to ask you a few questions. As you have claimed and received the 50 free spins on Big Bass Splash on 2023-10-21 with the 58.80 wagerings, why have you not finished this? You could see the remaining wagering requirement of the bonus in your account, why did you not finish the bonus wagering or cancel the bonus a long time ago if you didn't want to finish the wagering?

I will contact the casino to shed more light on this matter.

We would like to invite Luckland Casino to join the conversation.

Dear Luckland Casino,

Could you please provide more information on why the 50 free spins bonus on Big Bass Splash was not removed automatically after a certain time when the player did not fulfill the wagering requirements? What was the expiry date of the bonus? Why does this still affect the player's ability to withdraw their real money winnings? Was the player informed ( by a pop up message for example) that the withdrawal was not possible because the bonus was still active?

Hello Michal ,

The customer received 50 free spins on Big Bass Splash on 2023-10-21 as part of Luckland's permanent "Daily Spin Frenzy" promotion – he wagered through £ 1,000.00 on the day before, which made him eligible for the 50 spins. The spins come with x35 wagering requirement as detailed here:

https://www.luckland.com/promotions/Ip-buywin-daily-spin-frenzy-uk/

The above link also mentions that these spins are provided on an opt-in basis – the customer has to go into their "My Bonuses" page and claim the spins manually. Therefore it would be dishonest of the customer to claim that they didn't know about this bonus or that they weren't using any bonus.

The above link also mentions that "Bonus Policy T&Cs apply." – which means by accepting the bonus the customer confirmed that they are aware of the Bonus Policy. It should be noted that the Bonus Policy has a clear mention that a customer can remove their remaining bonuses and their associated wagering requirements by going into their "My Account" page and choosing the corresponding option. Therefore it would be dishonest of the customer to claim that they didn't know about the ability to remove their wagering requirements at any time – something that is required by the UK Gambling Commission and that we comply with fully.

What actually did go wrong here is that when the customer's account balance reached below £ 0.50, the system should have cleared his remaining wagering requirements automatically. We are unsure why this didn't happen, and we have launched an investigation into this matter with our technical department. We apologise for any inconvenience this may have caused.

However, it should be noted that as was established above the customer was aware of the ability to remove their wagering requirements manually. Therefore we conclude that the customer played through their winnings of their own choice, and made a conscious decision not to remove their wagering requirements. Had they removed their wagering themselves at any point after 2023-10-21, they would have been able to withdraw any and all winnings they accrued afterwards.

With the above taken into consideration, while we sympathise with the customer's situation, we will not be able to provide a refund in this case.

Thank you for your response and clarification Luckland Casino team.

Dear Zubairm90,

Although the casino team mentioned there was a system error causing the bonus not to be automatically canceled or removed, you still had the option to cancel it at any time. Therefore, I don't think it's fair to request a refund, as you always had the option to cancel the bonus and request a withdrawal, which would have been processed normally. Since you could see the "old" bonus was still active and the remaining wagering requirement was shown in your account, why didn't you finish the wagering or cancel the bonus yourself earlier if you didn't want to complete it?

Dear Zubairm90,

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.

Dear Zubairm90,

Although it seems as though this issue has been clarified, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future and we will try our best to help.

Best regards,

Michal

Casino Guru