Lucky Creek Casino - The player's winnings were voided.

I often play on the Lucky Creek online casino. I played the night of 4/17/22, and went to claim a $50 loyalty bonus. When it did not come into my account, I made a $25.00 deposit and played for many hours until I totaled winnings over $1600.00. I cashed out $1500.00, applied the funds transfer info and it was completed. When I got to the 'done' page, there was a link in green "FORFEIT CLAIM' TO CLICK ON. I went to the chat to verify that if I forfeited that bonus would I lose my winnings. They said NO. I asked again another way to be sure, and they said NO. So I clicked it and went on about my business. I checked two days later, today, to see if it had been processed, and though it had been, right above it, $1400.00 of it had been canceled.

I went back on chat and they said it was because I played on a bonus when I won that and the rules say that a $100 win max is on a bobus win! BUT I DID NOT PLAY ON A BONUS!

ARDERA LIMITED OWNS LUCKY CREEK. CAN SOMEONE PLEASE PROVIDE A PHONE NUMBER FOR ARDERA'S OFFICE? THANK YOU.

Hello JUDITH,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Lucky Creek Casino. Please allow me to ask you a few more question before we would move forward.

When exactly did you get the loyalty balance on your account? Do you have access to any bettinng, bonus or action history on your account which you could send us? If yes, please forward it to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

Hello JUDITH,

We haven't hear from you in a while. Please note that the complaint will be rejected if we won't get any respond within the next 7 days.

The complaint will be now rejected for the above mentioned reason.

We reopened the complaint on the player's request as the e-mail were received earlier. As there is more information required to find out which action took time at which time, we will now try to get in touch with the casino to sum up the timeline.

I would like to ask Lucky Creek Casino to join us and help us resolve the player's issue.

Dear Lucky Creek Casino,

We haven't hear anything from you yet. Please note that we will be forced to close the complaint as unresolved if we won't get any respond within the next 7 days.

The complaint will be now closed as unresolved as we did not receive any respond from the casino.