Lucky Creek Casino - Player's winnings have been confiscated.

So i bought a 50 dollar bonus play from these guys. I had to do a 15000 playthrough to turn it into real money. i did that up too 12500. i went to withdraw that and they said i activated another bonus and had to go through another 2500 playthrough. once i completed that i did a withdrawal of 10k. then i played the remaining up to 9k. i submitted another 5k withdrawal. i lost the remaining 4k. So now they are only paying me 980 of the 15000. and not even crediting my account the 14000. they are crooks. they read me the fine print of the casino about bonuses. so even if that is that case why didn't they say or at least credit my account the 14k they shorted me. i will never play on there site again EVER.

Dear steinmetzja,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please clarify which bonus you played with? If possible, please post here a link or promo code you used to activate the offer. Alternatively, you can post a screenshot of the bonus history here.

Did the casino explain why your winnings were reduced? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Best regards,

Kristina

I think it was this one. I completed this bonus to the full 15000 playthrought. they said meenwhile I activated another bonus that had another playthrought of 2500. I competed that and was at 12,500. I then put in for a 10000 withdrawal. I played the remaining 2500 put too 9000. I put in for another withdrawal for 5000. knowing to now never. use another bonus. I played the remaining 4000 and lost that. I called them to make sure I was getting the 15000 total in withdrawals and was told only 980 and all the money was put back in the casino. I said if im only getting 1000 of all the 15000 why isn't the money put back into my account giving me opportunity to play with it. I earned this money.

Dear Jason,

Thank you for playing on Lucky Creek Casino.

My apologies for the late response and how we made you feel. I have reviewed your account and can see that we have paid $1000 and the rest of the funds have been put back into the casino but will be given back to you in the form of additional matches and discretionary free bonuses on the provision that you continue making deposits in between each free offer that you claim.

Please note 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 and the remaining balance will be voided. 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. The remaining balance will be voided.

I hope this information is helpful. Please contact us on chat for more information.

Kind Regards

Jack Woods

Lucky Creek Casino Host

support@luckycreek.com

US Toll Free: 888 595 5835

also when I withdrew the money all bonuses were complete and nothing pending. and the account was at 12300. there scammers. I could have played with my own 300 and got up to the 19k. they suck

Thank you for your reply, steinmetzja. Based on the casino's description and the bonus you probably used it seems that you played with bonuses that have a maximum cashout limit. I checked the T&Cs and I found this:

11.10.2. Deposit bonuses of 101% or greater carry a maximum withdrawal of $1000. Deposit offers of 100% or lower carries no maximum withdrawal. Free Bonus, Free Spins, Tournament Wins, and Medal Promotions carry a maximum withdrawal of $100. When a deposit is made and a match/deposit bonus has been claimed, once wagering is met, the entire amount turns into Cash. The casino does indeed reserve the right to decline your withdrawal should we suspect foul play.

11.10.3. Where a Discretionary/Free bonus is awarded (excluding Deposit Match Bonuses) by the Casino Support Agents, the bonus rewarded will have a maximum withdrawal rule of $100 imposed as stated in Section 10: Maximum Withdrawal and the remaining balance will be voided.

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 sixty [60] times. The remaining balance will be voided.

Unfortunately, casinos can set maximum cashout limits to their bonuses and there is not much we could do about it. Winnings are very often reduced upon withdrawal request which seems to be the case here as well. I am afraid that in this case there is not much we can do. We are not in a position to penalize casinos for reducing bonus winnings, nor can we force them to pay the entire bonus winnings.

Please, let me know if there is anything else I could help you with, or if I have overlooked something, otherwise, I will be forced to close this complaint. Thank you for your understanding.

Dear steinmetzja,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.