Lucky Creek Casino - Part of player’s winnings has been voided.

Will not respond back to me from numerous emails on when they decided to implement that you are only allowed $1000 max cash out if you use a bonus code that is more then 100%. I recently requested a withdrawal of $2500 and never once had an issue with them and my withdrawal and next thing I know I only received $970 because supposedly I used a bonus code that was 110%. So I have been emailing them requesting something in writing on when they decided to start doing this because I feel it started a week after I had requested my withdrawal because when you would request a match bonus in chat they started to tell you this new rule and was not told to me when I made my deposit. They are very sneaky and only asking when did they start this new rule. I am not a newbie to this casino as I am a Platinum player

Dear Brian,

Thanks for submitting your complaint and I’m sorry about your unpleasant situation. Could you please forward any relevant communication between you and the casino to satrio.y@casino.guru, especially the part where the casino states that you breached their bonus terms? Thank you in advance for your reply.

Best regards,

Satrio

Dear Brian,

Thanks for your email. I am wondering which code were you using on that bonus? In the meantime, I have contacted the casino asking about this issue. Hopefully, they will get back to us soon.

Regards,

Dear Brian 

Thank you for your feedback.

Brian, we have had a look at your casino account and can confirm that a 300% Match Bonus was claimed on your deposit. Therefore the maximum withdrawal limit of $1,000, as per our terms and conditions, applies. 

Kindly note that according to section 8.4.1.4 in our Terms and Conditions, it reads: 

1. Where a Discretionary/ Free bonus is awarded (excluding Deposit Match Bonuses) by the Casino Support Staff, the bonus rewarded will have a maximum withdrawal rule of $100 imposed as stated in Section 10. Deposit Match Bonuses of less than or equal to 100% do not have a maximum withdrawal restriction. Deposit Match Bonuses greater than 100% carry a $1000 maximum withdrawal and need to be wagered through 60x.

Please see full Terms and Conditions here: https://www.luckycreek.com/terms-and-conditions

This term was not recently added or updated. 

Kind Regards 

Genesys Club Support Team  

I dont recall which code I used and Im not disputing that i didn't use a code that was over 100%. Im asking when did they start implementing this new rule because I have cashed out before with this site and never had an issue til now. I dont know what is so hard for them to show me when this new rule begun because I was never told about it when I went to the chat and ask for a match bonus code. Funny how now when you go to the chat and ask for a match bonus code thats over 100% they tell you max cash out rule are applied

Dear Brian,

The Casino Guru team has been provided with enough information and evidence on behalf Lucky Creek Casino management in regards of this complaint to confirm and justify the casino actions. You have claimed a 300% match deposit bonus which has a maximum withdrawal of $1000 by according to the casino's terms and condition.

I admit it is a quite strict term from the casino. Anyhow, I am very sorry for not being able to help you further. The only thing I can do for you now is to recommend you to be careful in the future and read the T&Cs before you agree with them. And I hope you won't come across similar problems again.

Best regards,