Lucky Creek Casino - Player’s winnings were unfairly confiscated.

I was playing a $50 no deposit bonus and had played through the required amount and I know how tricky some of these bonuses are so I decided to chat with an online rep directly so I'd be sure to understand it clearly and could ask questions. While speaking with the rep, he informed me that once the bonus requirements had been met, you were no longer bound to the restrictions of that bonus and, without cashing out, you could continue to play with those winnings as if it were a brand new deposit with no bonus attached. Since I had not come across this rule at any other casino, I repeated back to him exactly what he'd said for confirmation and he said "correct". I said "so you're saying if I leave this money that I can legit cash out right now, it'll be the same as making a deposit with no bonus attached?" He said "correct". I asked him this same question several times just be make sure I was hearing him right and his answer was always the same "yes". So I did what he said and, of course, I hit 4 aces with a kicker on video poker for $2,000 and submitted a withdrawal after playing a little while longer. After three days, I was sent an email from the casino saying they were not paying out the winnings because I was playing with the winnings from a bonus and all I qualified for was $100. I immediately emailed back and calmly explained what happened and asked that they please look back at that chat session and at what their agent had told me and to please contact me back and let me know if I was the one who misunderstood or was i given wrong information. No one ever responded to me and they sent me $100. I felt like if they weren't going to honor the full withdrawal request they could have at least responded with an apology or some acknowledgement of what happened. They had the entire transcript of the conversation and clearly what the agent told me conflicted with what they were saying but I'm pretty positive they never even checked.

Dear diannashoe,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Lucky Creek Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

1. When you finished wagering with the no-deposit bonus, have your winnings been capped at $100? How much exactly did you win?
2. Can you confirm if you see the balance in your account split into "bonus money" and "real money"? Have your winnings been transferred to your real money balance after you completed your wagering requirements?
3. Have you made any deposits into this casino?
4. Have you saved the chat transcript with customer support? If so, please send it to veronika.l@casino.guru.

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

Best regards

Veronika

1. Yes, the winnings were capped at 100 and the additional winnings fell off
2. Yes, it was real money, I made sure of it
3. yes, I have made deposits
4. No, I do not have a transcript of the conversation but I sure wish I did. I just assumed it would be available through the casino. The agent's name was Hayden though

Thank you very much, diannashoe, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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 in the near future.

Hello diannashoe,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Lucky Creek Casino to join the conversation and participate in the resolution of this complaint.

Dear Lucky Creek Casino,

Can you please explain the situation further? Are you able to provide the transcript of the conversation the player mentions?

Kind regards,

Adam

Hi Adam,

I'm not really sure how much more i can explain it. I sure wish I did have that transcript. I even thought about it but figured these transcripts surely get saved by the casino so they would be available if we asked for them. But since this incident, Palace Chance Casino told me they wouldn't pay out the money I won using their bonus until I deposited $10 into my account. I did save that one.

Hi

We have had a look at your query. 

The player met the playthrough requirements and won from a free bonus.

The bonus that the player received was valued at $50, with a playthrough requirement of 3000, which the player successfully met.

What usually happens is that once the player initiates a withdrawal, the Finance team reviews it and processes it according to the casino terms and conditions.

In this case, the withdrawal was paid out according to the max cashin rules, which is why the player only got paid $100.

As per casino terms and conditions: 

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.

The above is why the player was only paid out $100 instead of the total amount. 

Regards

Lucky Creek Casino

Ok. But that’s not what your customer service agent told me. Your customer service agent told me I did not have to cash out those winnings since I met my play through that I could leave the money and it would be just as if I’d made a new deposit without a bonus attached. I honestly didn’t want to think I had been intentionally misled so that I would not withdraw the winnings but when I reached out explaining the situation and got no response, well what else could I think? I mean, how often is a customer service rep THAT wrong about something like this?

Hello all, Thank you for your responses.

Dear Lucky Creek Casino,

Can I ask if the max cashout restriction is only implemented at the time of withdrawal, or was it also implemented when the bonus wagering has been completed as the player stated? Also, is the player's balance at the point of completing the wagering shown as bonus money or real money in the player's account?

Can the casino provide transcripts of the conversation mentioned by the player?

Kind regards,

Adam

Morning

I am hoping that I have been able to get the above-mentioned issue resolved. Finance had reviewed the cashin once again and confirmed that the amount forfeited which was to the value of 1949.28. This has been added to your account.

This means that the player is able to login to the casino and then look at requesting a cashin for the remaining amount.

Regards

Lucky Creek Casino

Hello Lucky Creek Casino,

Thank you very much for the information.

Dear diannashoe,

Can you please confirm the above, and let us know if the withdrawal has been requested?

Kind regards,

Adam

Yes, I did receive it. Thank you very much.

As the problem has now been resolved successfully, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, diannashoe, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Adam

This complaint has been reopened at the request of the player.

Dear diannashoe,

I understand that you have had some problems making a withdrawal, can you please explain the situation so we can ask the casino about it?

Kind regards,

Adam

Hi Adam,

I checked my account today and they have finally processed it. Hopefully there are no other issues there. I did however run into a separate situation with them regarding the 20% bonus from your withdrawal reversals or deposits. I have attached the email they sent me regarding this. The first agent I chatted with last night told me I did not qualify - yet I reversed back $1,049 from my withdrawal. When I tried responding my chat would turn into an email and I'd get a message that all operators were busy and I'd have to email my concerns. This happened 3 times so I decided to wait until today to try again. I did save this conversation so please start at 1 and read thru 5. There are a few different agents because anytime I clicked to a different screen it would end that conversation so when I came back, it would pick it up with a new rep. I will say that the first agent Anderson paid me too much - according to what he said I was owed. When I said $200, I meant the amount of the reversal was $200 but he paid me $200 for the bonus. Well, please just read through these screenshots 1-5 and tell me if this is typical. I'm not going to bother with another complaint but I just want you to tell me if this is how most of these casinos online operate. This conversation blew my mind. (too many attachments so the email is in another transmittal)

Hello diannashoe,

I am glad to hear that the withdrawal has been processed. I will contact the casino to ask them to clarify the details of the bonus in question.

Dear Lucky Creek Casino,

Can you please explain the specifics of this bonus and how it is to be used?

Kind regards,

Adam

Hi

We have received feedback from Finance regarding the player's complaint.

We have been able to confirm that the player's account has been credited with $200.00 for the $1000.00 which the player reversed and played down. Also we do offer the 20% reversal bonus for each reversal the player makes provided that the reversal amount is played down on the account.

At this point in time the player has reversals on the account which amount to a total of 9900.00. This excludes the $1000.00 which she had been credited already. We have scheduled a call back for the player later on this evening to confirm the terms of use for the amount which will be added to the account which is $1980.00. This amount will be added to the account as a bonus and this also means that maximum cashin rules do apply onceplay through has been met as per our Finance team.

Kind regards,

Lucky Creek Casino

Thank you for your response, Lucky Creek Casino.

Dear diannashoe,

Can you please provide an update on the situation?

Kind regards,

Adam

Dear diannashoe,

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.

Dear diannashoe,

It appears that this issue may have been resolved, but without confirmation from you, we are forced to reject this complaint as previously mentioned.

This complaint can be reopened at any time.

Kind regards,

Adam