Lucky Creek Casino - Player’s winnings have been reduced.

On May 29th approx 3:44 am I was given an operator bonus of $50.00. that put my account to 50.05. This operator bonus was for master card incentives. it states right on there cashiers page, Get an extra 15% when you deposit with your Mastercard or American Express. Well it never does this automatically so you have to ask for it. I dont ask everytime. I let it build a bit then ask an operator, and they have always been cool about it. That night he was cool about it and asked me if 50 bucks free play was ok? I said great , thank you, nite. A friend, Devin, was with me through this whole evening. We sat here in front of the computer, playing numerous different slots, hitting different small jackpots. The same night about 4:50 am I was playing Reef Encounter. I hit a jackpot $3097.40. Nothing huge. I was happy. After this and winning small amounts here and there, my account was at 3287.73. It was about 5am in the morning. I then immediately checked to see what the play thru was. I believe it was 3 or 4000 bucks, and i kept on playing to meet the play thru. After meeting the play through It still would not let me withdrawl money. So I went back to speak with the operator, the same one that gave me the 50 to begin with. he told me to go to cashier and forfeit the 50 bonus. Then I would be able to withdrawl that money. Sure enough, i withdrew 3200 . that was on the 29th. On the 31st I noticed that on my statement it said withdrawl, 2200 mistake. I thought mothing of this. then after 10 days I began to wonder. You see they did deposit 960. they took 40 out for trsanfer fee. Any other time its only 20. They told me to check with my bank. Nope, my bank took no money. On the 9th I decided to get online and talk with them about this. I spoke with 3 people that night. The first guy blew me off, stating if it wasnt in my account within 24 hours to contact them for a manual withdrawl. The second guy, Paul... told me that the rules state, max cash out with a match bonus is 1000 bucks. But I DIDNT use a match bonus. I never do, just for this reason. But before I could say anything he put me on hold and never came back. The last person I had help me was Paige. She was nice and patient at first. As the conversation went longer and longer, she got actaully impatient... and kind of sarcastic. She went in and looked. came back 5 minutes later and started questioning me. Like something was my fault. I asked her numerous times who can I call back tomorrow and speak with about this. Everytime she ignored my request. at the end she said, this is how financial is dealing with this situation. Its a match bonus, therefore you get no more money. I again said, :et me talk to finacial. She replied with they dont speak with players. At this point I said I will figure out what to do, there must be other ways to put a complaint out there about a casino. There are other avenues I can take. She came back with such as?? I have a copy of all the messages from this night. from all 3 of the operators. What they have done is wrong. They lied to keep from cashing out my money and that is wrong. I can send you copies of all conversations plus a copy of my account. Please help

Dear Michael,

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 advise which exact bonus has been activated in your account? Please forward your bonus history along with any relevant communication to petronela.k@casino.guru. Do I understand correctly that till this day no payment has been received?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello Petronela,

I am sending you a print out of my account that night. I printed it directly from Lucky Creeks website. I was given an operator bonus that night of $50.00. It was because the casino advertises a kick back when you use mastercard. Periodically I ask them and they put a little money in my account. at 3:44am the operator put 50.00 in my account. which made my account 50.05. At 4:50 am I hit a jackpot on reef Encounter for $3097.40. I spent the next hour playing so I could hit my playthrough and cash out. At this point I couldnt cash out so I went and talked to the operator. The same guy that gave me the bonus in the first place. He told me I had hit all my playthrus and to hit the button forfiet bonus and it would let me cash out. I did as he told me, and I was able to cash out. I cashed out 3200 and to date I have recieved 960. If you look at my account I am always outting money on my account. I dont ask for free stuff, i like to play. But the way this has been handled has been the most unprofessional way I have ever scene. I spoke with 3 operators that night. I have picures of every conversatoion I had with them. One of the last comments from Paige the last operator was, financial said this decision is final. When asked whem can i 5talk to she told me NO ONE. Good night. Any help is greatly appriciated. I have sent 2 pages of my account also

Thank you very much, Michael, for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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 Michael.

In your case, it looks like the casino support guy gave you a little different bonus than you should get. However, all the casino bonuses have a cap on winnings at €100 or €1000. (€100 for no deposit bonuses, €1000 for others)

Because your bonus should be a deposit bonus, then the maximum withdrawable amount for this bonus should be €1000.

ok. So why was i able to forfeit the bonus and able to cash out.

All the casino bonuses are sticky. The bonus amount is deducted before cashout.

As you wrote before, you got a $50 bonus, and you had $50.05 on your account. When you finished the wagering, the bonus money becomes real money, and a $50 initial bonus was still left on your account. (at least this makes a sense for me) When you cancelled the bonus, you were able to make a withdrawal, and the casino did the correction of the amount.

Check your game log - check the first bet after you receive a bonus - if the result is loss, then in that bet, you lost all real balance, and there was only bonus money left. Even in the case of a win, your real balance was only $0.05.

Thanks for taking the time, and your help. I appreciate this.

You are welcome, Michael.

I am now closing the complaint as rejected.