Lucky Creek Casino - Player's not able to withdraw her winnings.

After meeting the playthrough requirements and waiting a week or 2 I am told I can’t withdrawlbthe amount and it was a gift from them for playing and doesn’t make sense why they do this to people.

Dear jmeek2003,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please clarify which bonus you have played with? If possible, post here a link (or promo code). I would like to check the bonus T&Cs.

Also, would you be so kind as to send me all the relevant communication between you and the casino so we can gather as much information as possible? My email address is kristina.s@casino.guru. 

Thank you very much in advance.

Best regards,

Kristina

Thanks for your help and I hope I can find the code but I sent you pages from the statement up until the 1700 amount but couldnt seem to find anything before that for some reason. The email I sent has the attachments and I may have not looked in the right place. The other withdrawal I tried to make for 500 is not even showing up and since I sent them an email I know I have access to that.

Thank you very much for your reply, jmeek2003. To begin with I would like to note that you should always be the only one who has access to your account and you should never share your login details with anyone, even if they are trying to help you.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? If possible, please also forward me your bonus history. Thank you in advance.

I am having trouble accessing my bonus history but sent some of the communication and am still trying to find the bonus information. Thanks again for everything!

jmeek2003, I went through everything you have sent me, but I haven't found the communication between you and the casino. Could you please forward it to me? I am especially interested in the message in which the casino informed you that you cannot withdraw your winnings. Thank you in advance.

I sent the messages from Luckycreek and they may come from my other email address j***@outlook.com but if you don't receive them I will try to post them directly on here. Hope this helps

From: Lucky Creek <Support@LuckyCreek.com>

Sent: Saturday, June 11, 2022 5:59 AM

To: J***@outlook.com <J***@outlook.com>

Subject: RE: Withdrawal.

Dear Jessica,

Thank you for choosing Lucky Creek.

This is Steven Williams; I trust this email finds you well.

Kindly send us your ID copy and selfie. Make sure the ID copy is clear and distinct in appearance.

We need to see date of birth, expiry date, physical address and you names on the ID Copy.

We look forward to hearing from you Jessica.

Deposit and get 179% match up to $1,000 Code: SUMMER179

Then get 41 Free Spins on Double TroubleCode: SUMMER41

Have a great day,

Kind Regards

Steven Williams

Lucky Creek Casino Host

support@luckycreek.com

US Toll Free: 888 595 5835

Lucky Creek Chat:

https://luckycreek-webapps.bosurl.net/Public/Chat.aspx?Context=Main+Website&amp;SkillGroup=

Support@luckycreek.com

From: "j*** m***" <J***@outlook.com>

Sent: 10 Jun 2022 16:50:33

To: "Lucky Creek" <Support@LuckyCreek.com>

Subject: Withdrawal.

I was needing to find out what to do to receive my funds and if I needed to do the selfie again.

Get Outlook for iOS

That’s awful to find out after I had this happen before and made the mistake of continuing doing business with u. I'm sorry I ever gave u any of my money to begin with! I can promise u now I won't ever deposit anything and will make sure everyone knows what kind of crooked people this place is run by. I have been hoping to hear good news and the 1700 was the exact amount I needed to pay for something that I desperately needed in order to keep from losing all my stuff I've had in a storage unit. That's what I thought was going to save me from losing everything I own and now to find out I've been waiting for nothing is a bad way to end the day! Thanks for ruining everything I've been trying to do for the last few weeks. I will not be doing any more business with u so be careful next time u offer me anything bc I will be sure everyone knows what ur doing! Totally not what I thought would happen but thanks again for not helping and know that I plan to tell anyone about ur awful business and how u r!

Get Outlook for iOS

From: Lucky Creek <Support@LuckyCreek.com>

Sent: Wednesday, June 22, 2022 7:52:57 PM

To: J***@outlook.com <J***@outlook.com>

Subject: RE: Withdrawal

Dear Jessica

Thank you for playing at

Lucky Creek 

We have recieved feedback from finance pertaining to your

withdrawals and both have been declined due to multiple free

bonuses claimed consecutively.  

As per casino's terms and conditions, there has to be a

minimum deposit in between free bonuses or spins claimed in order for you to be

able to withdraw should you win.

 Only one account is allowed per person and per

household.  

Do feel free to contact us via live chat or phone call for

help or queries.  

Kind regards

Tammy Marks  

 Lucky Creek Casino Host  

support@luckycreek.com  

US Toll Free: 888 595 5835  

Click here for live chat: https://luckycreek-webapps.bosurl.net/Public/Chat.aspx?Context=Main+Website&amp;SkillGroup=Support@luckycreek.com 

From: "j*** m***" <J***@outlook.com>

Sent: 22 Jun 2022 19:07:34

To: "Lucky Creek" <Support@LuckyCreek.com>

Subject: Withdrawal

I had a withdrawal for 500 and 1700 and I know the 500 showed completed but I have not received it. I chose bitcoin for this $500 transaction and it may be my fault I haven't received it but I need help with this. On the 1700 I chose wire transfer method since I have done this in the past and realize it may take longer but if u could help me id ready appreciate it! 

Get Outlook for iOS

I see that the casino has accused you of claiming multiple free chip bonuses in a row. Could you please clarify if this is true? Did you play with two or more free chips without making a deposit in between?

I redeemed the points for playing they offer in the loyalty section and got 5spins for points that were from playing right before I won the 1700. I had won the 500and it was never was paid. That is what started this was I was awarded an operator bonus of 50 from responding to an email they sent me with an e-card that was supposed to be a gift. After receiving the e-card they told me to go to the chat and ask for my surprise and this is what I got. Why wouldn’t they just not offered and saved everyone the trouble?

Do I understand correctly that you have won $1,700 with one free chip and $500 with another free chip? Which winnings did you accumulate first?

The first I won was 500 after being given a 50 operator bonus that was sent to me by the casino in an e-card that told me to ask for my gift via chat and the 1700 I won right after that but I won it from buying spins with my loyalty points in the section they offer to redeem points you accrue while playing. Neither requests were paid from the winnings and why would they offer something if they weren’t going to honor their offer. I deposited many times just not exactly when they wanted is that how it works? I’m sorry just don’t understand how they get away with doing this to people!

Did you claim any other free chip bonuses before using the 50 operator bonus? If yes, did you make a deposit before you played with this one?

I’m not sure when I used a bonus before but have always deposited and will look at my history and check.

Thank you very much jmeek2003 for your reply. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) 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.

Dear jmeek2003,

I have read through this thread as well as all forwarded e-mails and I understand the situation. I’ll contact the casino and see if I can help.

I would like to invite Lucky Creek Casino team to join this conversation.

Dear casino team,

Could you please confirm that the reason for the decision to deny both withdrawal requests in this case was that no deposit was placed before jmeek2003 bought the free spins using loyalty points, after playing the $50 operator bonus?

Any supporting evidence can be forwarded to andrej.p@casino.guru.

We would like to ask the 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, we will close the complaint as ‘unresolved’.

I don't understand how they expect the treatment of the customer to reflect on the job they provide for a service they don't understand?

So they do nothing and get away with this bad horrible bullshit and basically get to lie and steal and never pay their customers and nothing happens, what a horrible business and they need to be treated like the way do their customers and they might stop taking peoples money and lieing but THANKS FOR TRYING I HOPE SOMEONE BENEFITS FROM THE TIME IT TOOK TO EXPOSE THEM FOR WHAT THEY R! THEY WILL NEVER MAKE IT FAR THIS WAY BUT I SURE WISH I HAD THAT TO SURVIVE AND THE CROOKED FOLKS THERE R THE WORST U CAN FIND!

Dear jmeek2003,

Please be informed that be managed to get in touch with the casino representatives and your case is currently being discussed in a private conversation. As we’re currently waiting for the casino to provide a statement, I’m extending the timer by 7 days.

Thank u very much!

Dear jmeek2003 and Casino Guru Team

We would firstly like to apologize profusely for this grave inconvenience that has been caused to you regarding the trouble you are having with your recent withdrawal. 

It is very understandable that this may have aggravated you and as it seems very tedious. 

I have taken a look at your account and have noted the following :

- Last deposit date was the 9th May 2022, after this you proceeded to claim multiple free bonuses. 

- On your 4th claim of a free bonus you won.

Due to this, the withdrawl had been cancelled.

Best Regards 

Casino Support Team  

So if u redeem the gift offered by ur VIP email messages or redeem points for something that is all I did and if that is called a bonus then why offer ur customers something u will not honor?

Either way ur not going to acknowledge the 500 or the 1700 withdrawal request and if u want to make it look anything but manipulation and abusing ur customers then u should honor what u r supposed to and become more honest in your business in the future. It wasn’t just a bonus it was something ur offering for prior play and if there is no reason to play with no reward then why bother playing and don’t offer something to do this to the people who u consider VIP. It’s not the first time but will be my last for sure!

Thank you, Lucky Creek Casino team, for clarifying.

Dear jmeek2003,

Please note that the casino has provided us with additional information regarding your case, namely the relevant logs from your gaming account. jmeek2003, I completely understand your frustration, but unfortunately, after gathering all the necessary information, we are closing this case in favor of the casino.

According to the Terms and Conditions of the casino, players are only allowed to redeem one free coupon per one clean deposit. This condition, in your case unfortunately, wasn’t adhered to. Please understand that free bonuses are technically funds that the casino is giving out to players for free and always come with conditions attached. Now given the fact that this situation is only related to free bonuses, we consider this situation more of an inconvenience rather than a predatory approach toward players, and therefore, we cannot penalize the casino.

Needless to say, we strongly recommend Lucky Creek Casino revise its policy on free bonuses and implement a feature that will not allow players to claim a coupon they are not eligible for, regardless of the reason for ineligibility.

Had this been deposit bonuses we are talking about, our position would have been different.

jmeek2003, I'm sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.

Dear all,

As explained in the reply above, we will now close this complaint as ‘Rejected’.