Luckland Casino - Player’s winnings have been confiscated.

I deposited $57 CND approx two weeks ago and played as a normal person would play the pokies. I won $2200 and wanted to cash out. The customer support intervened and said I could not withdrawal the funds because I had not me their criteria yet. Frustrated, I returned to the game and continued to play for approx 30mins longer. My winnings increased to $4628.00 and then tried to cash out which it let me. A week later I received a congratulations with directions to upload proof documents for the withdrawal. Now I know nothing about how you are supposed to request the withdrawal, figuring it out was a bit of a challenge but eventually, did.

I then get emails from 5 different people on different days telling me my request was in process and that it could take weeks..! I started to smell a rat..

after several complaints / requests to their so called customer support, I received a phone call with some Indian guy offering me $1000 with a cockamamie story that my winnings were not valid - I was boiling at this point. He then upped his offer to $1500 at which point I agreed just to get off the phone.

I have now contacted gaming Canada / investigations and have lodged an official complaint.

For all of my fellow gamblers, beware of Luckland. They are far from a reputable casino, they use tactics to avoid paying out to customers who have genuinely, paid to play and in my situation, won the money fair and square.

Stay posted - I will recover the funds

Dear Peter,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Do I understand correctly that you played with a bonus? Could you please specify, which one you activated?

Did the support agent who called you explained the reason why your winnings were confiscated? Additionally, please, forward any relevant communication between you and the casino to kristina.s@casino.guru if possible.

Looking forward to hearing from you.

Best regards,

Kristina

I put money in the machine, there was a free spin but whether I was playing on a bonus at the time ago withdrawal I don't know. It allowed me to withdrawal and I received a response Nov 1 from a Robert who explained that my documents had been received and reviewed all was good and that I was going to see my status from pending to in process. I can't find a upload so you can read the response.

Hi Kristina

Their last response Nov 1st prior to the phone call offering me $1500 -

Dear Peter, 

We thank you for contacting us at  Luckland 

With regards to your recent email, kindly note that I can see you already managed to request a withdrawal to wire, I just got your document checked and all seems good.

Your withdrawal should change from pending to in process soon. 

Should you have any further questions, please do not hesitate to come to LIVE CHAT or send us an email ticket from the Contact Us

Thank you for your reply, Peter. Could you, please, indicate, whether the person who called you mentioned the reason why your winnings aren't valid?

Hi Kristina,

He mentioned a bonus of some sort, but what I find odd is he was very quick to offer me a settlement.

The rules around on line casinos seem very complicated, what I find in this case is the more I pressed and in one of my responses I mention the gaming commission investigations, they quickly responded.

If that is not a rat what is..

Thank you very much. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Peter,

I'm taking over your complaint. I will contact the casino and see what can be done.

Thank you Peter, much appreciated.

We would like to ask the Luckland 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Thank you Peter, hopefully they see that they have wrongfully, with held someone's winnings and pay what's owed.

Dear Peter,

The customer card issuer declined the withdrawal and he was advised to use a Wire Transfer which was the last successful method of withdrawal on the account.

Please find that the customer there have not been any blocks or any delays on our side the funds have been rejected due to his card holder policy, he has made withdrawals via Wire transfer and is aware of what to do to complete.

Best Wishes,

Luckland.

The amount won was $4600 the amount paid to date is $1500 therefore they owe me $3100. What is wrong with this is the casino has not paid the amount owed yet.

Dear Luckland Casino,

What happened to the rest of the funds?

Still no response from our friends at Luckland? They are voiding it because they owe me $3100 with no explanation.

I sure hope this incident affects their ratings if nothing else.

Dear Peter,

I received an email from the Luckland Casino yesterday. The email stated that you played with a bonus and broke the maximum bet rule. Since the casino didn't want to lose you as a player, as a gesture of goodwill, they offered you a deal which you agreed upon. If this is the case, I can't penalize the casino for this.

Hi Peter,

I appreciate the follow up and response.

If a player wishes to bet larger amounts of money and this is prohibited by the casino, I question why this was not displayed whilst playing? There were no alerts or rules out in front of me while playing yet, they are happy to accept the bet. I know casinos will try to look at any way out of paying ones winnings but in this case and with their "online staff" watching everything you do why was this not raised or displayed while I was playing? I also question why the initial cash out was accepted and then I get a call with some guy offering me a lower amount "in good faith" when they had the opportunity to tell me while I cashed out that night? Had I known this, I would have continued to play so I could cash out without this garbage they are going on about. Who gets into a machine and reads the rules especially, while winning fair and square. This is not fair play and again, if this is the case, they should have told me when cashing out which was another marry-go-round in itself. I believe they should pay the amount won primarily and due to the fact they should have told me when I chose to cash out. Not fair play at all.

Hi Peter,

I agree that it would be much easier if the maximum bet rule was integrated in the system and wouldn't let players make bets over the limit. Unfortunately, there are currently very few casinos that support this feature. I recommend you to read all Bonus T&Cs properly before you accept and play with a bonus to avoid disappointment. Since the casino paid you a part of the winnings despite the breach of their T&Cs, I'm afraid there is not much I can do for you in this case.

Best regards,

Peter