Luckland Casino - Player’s struggling to withdraw her winnings.

Hello,

I have read so many reviews about how great Luckland.com is, which i totally agreed, up until today. Maybe you could give me some advice on who to talk to, what to do when a supposable reputable casino won’t give you your winnings. I have played here for some time now and am a loyal member at Platinum Level. Unfortunately and to my disbelief i was refused my withdrawal on the basis of, they said it has bonus terms and conditions, which it did not.

I was contacted via phone by the Casino and was given a free loyalty gift of $150 that was deposited directly into my real money account, so not my bonus account. I logged in and proceeded to play, I was over $8000 when i decided to withdraw. On the withdraw page it states what you are allowed to cashout as you well know i’m sure, that I could cash out full amount. I even contacted chat first to make sure this was the case. They confirmed that if in my real money account there should be no problem because its was not a bonus, so I could cash out full amount. So I proceeded to do so, in the Cashier it showed no wager requirements or no sign of bonus or anything. When I put in full amount it didn’t say I could cash out $100 or anything else.

I got a reply on email that they received my withdraw notice and it was pending. The next email i got from them was they declined my withdraw because i was only allowed a $100 cashout on a bonus. A bonus of free spins is only allowed a cash out of $100. A daily bonus up to $200 depending on what the Casino site has it at. Funny considering the gift was $150. As well there is nothing in the T&C for this only that from time to time, they offer promotions and/or competitions which are governed by separate terms and conditions.

That has been a few weeks. I have emailed them a few times and was told they took it to senior management and there was nothing they could do. I think the only reason it would go to senior management is if my cash out was not clear and they couldn’t make a decision and I maybe won but they were not sure. This is the first email I sent them.

I have read all policies on this and have won this in all fairness. I am a loyal member and like Luckland Casino and am trusting in you to do what is right. Please use your CARE policy in this matter. Luckland may, from time to time, offer promotions and/or competitions which are governed by separate terms and conditions.

This free loyalty gift of $150 was not put in my bonus funds, it was put directly in my Real Money account, thereby telling me no restrictions. If it were put into my bonus funds then I would have had restrictions to adhere by.

The bonus was neither a free spins nor a no deposit bonus, which go by the $100 rule. The rule of Winnings received through the use of the free bonus (no deposit) or free spins shall not exceed €100. All daily bonuses are subject to a €200 maximum unless otherwise stated.. I got a call for $150 free gift, which is governed under different rules. This gift does not go by the same rules as free spins or daily bonus, they have there own rules. For a free gift it can be withdrawn at any amount as long as it is put into my Real Money account and requirements meant. Funds in a real money account have no restrictions other then the wager requirements. Please reconsider your finding on this matter.

Thank You,

Pamela T***

I would appreciate any advice you can give me in this matter. 

Dear pjt407,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation resolving this issue, but, before we do so, could you please forward your bonus history along with any relevant communication to petronela.k@casino.guru? Could you please clarify if your winnings have been cancelled, capped, or you’re not simply allowed to place a withdrawal request?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello, I am emailing all info and correspondence with the casino. I have also spoken to the Gambling Commission as well, although they can't do anything. I have just been on Luckland Casino and spoke with chat trying to get Transcript from my chat on Feb 17. They say they can't give it to me now without going through a process.

While i was on Chat my Account Manager ( not the one that gave me the $150 and put it in my real money account) called me on the phone. I can only say they were trying to bribe me to drop this as well as the reviews i have written on some sites. They have offered me $150. cash on my account as well as no wager requirements. I ofcourse refused and told him when it is resolved i will amend my reviews.

They are still denying that it was put in my Real Money account which i'm sure shows that now. But the Chat i had on Feb 17 that $8000 was still in my money account and that chat i had can confirm that. I was told from them that seeing it was in my money account there shouldn't be any problems with the withdraw of all $8000.

Thank you very much for looking into this, I really appreciate it, Pamela T***

Hello, once again Luckland Casino (my account manager Shawn) has called me to up the offer to take down my review on c***y.com.

This time is $300 with no wager, to withdraw or play, he mentioned he has to wait until Monday Mar 8 to let me know becauses this is when management will be in. I'm not sure what to do, or if it will affect my complaint here.

If it doesn't affect my correspondence with you i will take down my review on C***y.com and try to get some money back. Will be waiting to here from you. Thanks for your time in this matter. Pamela T***

Thank you very much, Pamela, for your replies. I will be waiting for the update patiently.

Hi, they did put the $350 on my account, i'm not sure what to do with it lol. I did stress to him( Ryan ) same guy that called me and gave me the $150 dollar chip, that if i did take down the review that it had nothing to do with my $8000 that i won fairly. I brought that up to him, thats the first time i spoke to him since getting it. I mentioned that he told me it was a free loyality chip not a bonus, he didn't deny it. As well, they were suppose to send me the Chat Transcript of Feb 17 where the guy confirmed that it was in my account so it was ok to withdraw. Like i said before, should i withdraw the $350 or should i leave the review up in hopes it will get the right response from them. Thanks for any advice you have, i'm a little lost here, Pamela

Are your bonus and cashier histories available? Could you please forward them to me? Thank you.

Hi, Yes it is but that seriously wasn't in the bonus account. When he called me he didn't call it a bonus andI asked him about withdraw and he said it could be cashed out if i won.

If they would send me that Chat transcript i think that would prove it. I went to them before i made my withdraw and they confirmed it was in my money account. If your trying to cash out a bonus the system will tell you.

I can't explain how or why that has bonus on it unless it was changed later, i just know there was no sign of bonus while i was playing. When i spoke to Shawn and Ryan they didn't deny it either and said they had spoken to Head Management about it, or something to that affect. I am going to try and get that Transcript today. Thank you, Pamela

I will be waiting for the update patiently.

Hi, I just received a email from Luckland Casino about the chat transcript. They are refusing to send it, they say they are not sending it through email. I emailed them and ask why because i have gotten chat transcript a few time in my email. This doesn't make sense.

I will forward it to you. Thanks Pamela

Hi, a couple more screenshots for you. I'm not sure if they mean anything, i just thought it was strange. Thanks

Hello, I have forwarded you some emails from Luckland Casino. Thank you Pamela T***

Hello, I got another email from Luckland concerning the chat transcript. He said if i wanted it to go to chat and go through verification. The last time i spoke to chat to try to get it they tried to tell me my contact info was wrong. All my info is perfectly correct, i don,t know what they were trying to do. Thats the same day my account manager call me to try to give me the money on my account.

I just logged into my account and tried to get on chat but i couldn't get through. Thanks Pamela

Thank you very much, Pamela, for all your emails. I have checked everything carefully. Additionally, I have checked general bonus terms and conditions, and this is what I found https://www.luckland.com/#Section1:

"Winnings received through the use of the free bonus (no deposit) or free spins shall not exceed $100. Any winnings which shall be made with the free bonus or free spins which exceeds the $100 maximum, shall be considered as nil, and shall not be recorded as winnings. Only the maximum winnings of $100 can be withdrawn by the Player subject to the terms specified in the Bonus Policy."

I’m sure you agree with me that a $150 free gift falls under the category of No Deposit bonus. Could you please advise if you have received $100? Looking forward to hearing from you.

Yes i have received that but this was definitely not a free bonus and didn't go under these rules. I am working on getting the chat transcript that proves this. They day he called me to give me this free chip i questioned him and it was not a bonus and was not in my bonus amount. I have been trying to get on chat since yesterday and it wouldn't come up. I emailed them just now and right away it was working. Please there is no question that this was not a $150 chip. I had 2 chat people confirm this before i even cashed out, please don't leave me hanging. Please don,t let them not pay me my money.

Something is definitely going on. You don,t get a call for a bonus, Thank you Pamela

I'm sorry for emailing so much but this was neither Free Spins or No deposit Bonus. I could set the bet to what i wanted so that rules the free spins out.

This is what this was, he said this on the phone. I don't believe this is considered a bonus. I,m sorry but don't you think its strange i can't get a simple Chat Transcript. Thank You very much for your time. Pamela T***

Hi again, you say you checked everything carefully and i'm sure you did and don't get me wrong, i do appreciate it but ofcourse those screen shots aren't going to show anything, but look at the discrepancies. You also read the Bonus Terms as well as I, but they don't mean anything when there is nothing about Free Chips or money.

Why would a Casino offer me Firstly another $150 then when i said no, turn around and offer me $350. with no conditions. And the worst is why would they refuse to give me a simple chat transcript.

Then when i questioned them in chat about my winnings the other day she obviously told them while i was on chat because they call me at the same time, i don't think that would be a coincidence.

Chat came back on and said they had to verify my account which it was already verified, she proceeded to tell me my info was wrong and didn't match with what i said. Then i get an email from the Casino stating that chat had to verify my account when i had previously got a withdrawal done for the hundred. And in the screen shots i sent you of the Game History if you notice the game number changes after the money gets over 3 and 4 thousand. The next game number after that has SW-FS on it, which i'm fairly sure means Free Spins, but yet this wasn't on the first half of the games. Thank you Pamela

Thank you very much, Pamela, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Pamela.

Thank you very much for sharing your negative experience with the Luckland Casino. We will now try to get in touch with them.

Hello, This info is from their T&C

Unless stated otherwise by Luckland, the non-deposit bonus is available to new players only (players who have not received this bonus before). NO

Winnings received through the use of the free bonus (no deposit) or free spins shall not exceed €100. Any winnings which shall be made with the free bonus or free spins which exceeds the €100 maximum, shall be considered as nil, and shall not be recorded as winnings. Only the maximum winnings of €100 can be withdrawn by the Player subject to the terms specified in the Bonus Policy.

Daily Promotions: All daily bonuses are subject to a €200 maximum unless otherwise stated. NO

Deposit Match Up: Unless stated otherwise, this bonus only applies the 1st deposit made by a player on a single day. NO

Cash Back: NO

Bonus Codes: NO

Additional Bonuses are issued in good faith by Luckland as an incentive for players, or as a token of appreciation for returning players who have continually shown their patronage. They are only intended for players who use the Luckland website for fun.

My $150 was neither of these bonus!

Luckland may, from time to time, offer promotions and/or competitions which are governed by separate terms and conditions. Any promotions, bonuses or special gifts credited to your account must be used in adherence with such terms and conditions.

I have been a Member for quite some time and am at Platinum Level

All in all, these terms are not very clear! Thank You Pamela

Hello,

This i believe is what i got, its the only thing that makes sense. Because it wasn't any of the others.

From platinum upwards, players can bag gifts that include, fast cash out process, birthday bonuses, free play Sundays, VIP live tournaments, personalized offers and personal account manager gifts.

Luckland Casino does not have a no deposit bonus. However, this is compensated for by the lucrative VIP program that the casino advertises. Making your way up the tiers of Luckland will see you scoop multipliers, free spins and additional bonuses that make your stay at Luckland more pleasant. Thank you Pamela

Hello, has the Casino responded?

Dear Pamela.

They have just reached us through chat but I believe the casino team will respond very soon and explain the situation. I am extending the timer by 7 days.

Thank you, but we need that transcript. I don't see how they will explain not giving me my winnings. Ryan said they would get it for me but hasn't. He also said he could get a recording of the conversation Shawn and i had on the day he called and gave me the $150.

I sent you some readings i got from their Bonus Policy on March 19th and 20th (above), did you take a look at them? Landland doesn't have a non deposit bonus per'se. The only reason a account manager would call a player is to give a account manager gift. Thanks, Pamela

Dear Pamela.

The casino team has reached us and provided us with relevant evidence and explanation. It is clear that the amount you received was no deposit bonus/free bonus. I completely understand that your winning amount was pretty nice but every bonus is goodwill (gift) from the casino and it usually carries additional bonus conditions (in this case maximum cashout limitation).

Even if the statement about your communication with the support would be true, although the casino has stated that you were informed about it and you will receive the whole communication as you have requested, it is still not sufficient reason for receiving the winnings (maximally the compensation in form of the bonus as a good gesture, however, we were informed that you have already received a huge number of bonuses in the Luckland Casino).

I am very sorry Pamela, but we are forced to close the case as 'rejected'.

If you do not agree with our decision, another option is to file an official complaint at ADR and/or licensing authority of the casino. I do not recommend you doing it but I will gladly help you with it.

Best regards, Jozef

Casino.Guru