Lucky Draw Casino - Player’s winnings were canceled.

Hallo, ich machte mehrere Einzahlungen bei dem Luckydraw Casino (insgesamt 150€) und hatte durch die Cash-Freispiele des 1. Einzahlungsbonus 240€ gewonnen nun, wo ich die Auszahlung dieser 240€ Cash beantrage wird meine Auszahlung storniert mit der Begründung: "Please note that your payout request has been declined due to the fact that, as per our Withdrawal Guidelines, "You can cash out winnings from free bonus money if you have at least a minimum deposit of 25 made in the last 5 days before placing the payout request."". Die Angeforderte Auszahlung beinhaltet keinerlei "free bonus money" sondern einen Willkommensbonus zur ersten Einzahlung. Die zitierte Regelung bezieht sich auf gratis freispiele welche sie wöchentlich verschicken, welche ich jedoch nicht für diese Auszahlung nutzte. Abgesehen davon habe ich eine weitere Auszahlung bei einem weiteren Casino dieses Anbieters welche sie auch immer ohne wirklichen Grund stornieren und wie jetzt in diesem Fall nach weiteren Einzahlungen fragen. Ich wünschte es wäre deutlicher auf ihrer Seite zu sehen, dass dieses Casino ohne Lizenz operiert und sie ihnen nicht so eine glänzende Bewertung geben... Ich glaube nicht dass dieser Anbieter jemals vorhat meine Auszahlungen auszuzahlen, bitte helfen sie mir.

Dear winnah,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

they are saying the money I try to withdraw is from "casino freespin win/freebies" but as you can see in the history I withdraw all casino buy in money and play the freespins after request withdrawal until zero so nothing of is left, they're trying to say since I played those freespins at all even if that money is nowhere and hadnt touched my real balance all is freespin balance now with 100€ max withdrawal 33€ fee and 25€ mandatory deposit before i can withdraw...

Thank you for your reply, winnah. Do I understand correctly that you accumulated your winnings with a bonus that was activated by a deposit? If yes, could you please clarify how much money you deposited in order to activate this bonus?

Moreover, I would like to ask you to post here a link to bonus offer you redeemed, if possible.

Lastly, please forward all the relevant communication between you and the casino to kristina.s@casino.guru, or alternatively, post it here. Thank you in advance.

yes, the winnings were a result of the cash freespins that were part of the three welcome deposit offers, I deposited three times 25€ each and won the money using the cash free spins from the deposit offer (after I won that I kept depositing another three times, without the welcome offer so 150€ total and lost since I was sure I would receive the cashout from my freespins winnings), the offer is here https://www.luckydraw.com/en-DE/members/promotions/welcome-package

Thank you very much winnah for your cooperation. I will now transfer your complaint to my colleague Peter (peter.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 soon.

Hi winnah,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Lucky Draw Casino to the conversation to participate in the resolution of this complaint.

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’.

Hello,

We hope this message finds you well!

Kindly note that the account is in breach of our Terms and Conditions item 2.1.12. Each User is allowed to open only one User Account. Use of more than one Account per physical User is known as "multi-accounting", which is strictly prohibited. Upon discovery of a User with multiple Accounts, all affiliated accounts associated with the User will be immediately cancelled alongside any transactions on the multiple Accounts. In the event that Lucky Draw Casino has reasonable grounds to suspect that the registration of said multiple Accounts has been undertaken with the intent of defrauding or cheating, Lucky Draw Casino may block regular or tournament play and/or prize distribution.

Should you require any additional help or information, please do not hesitate to contact us, we are available 24/7.

Kind regards,

Luckydraw

Thank you Lucky Draw Casino team for your reply.

Could you please send evidence supporting the claims of multiple accounts to my email address (peter.m@casino.guru)? All sensitive information can be blurred out. Could you also specify if the other accounts are registered with the same name, address, and DOB, when were they created, and if welcome bonuses were activated in these accounts?

Hello, that is absolutely a lie I have only one account on lucky draw. I have an Account on Lucky draw, Winnerama and Tangiers. One account for each casino but not one more 100%. These casinos operate without a license and they are obviously trying to get out of paying my withdrawals any way possible.

We would like to ask Lucky Draw 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hello, I want to add that they have by now locked my account aswell. I cant access it anymore even though I never broke any rules.

If Lucky Draw doesn't properly resolve this you must take action and blacklist them from your site as well as the other casinos operated by the same group. I'm by far not the only one with problems withdrawing my money and if you don't take real action they will continue the scam.

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’.

If they fail to respond you need to do a lot more than just marking this as unsolved. You must adjust the casino reputation aswell as its rating. How can you rate a scam with a high score and recommend it to new players? You must change your review of the casino unless they start paying out withdrawals, thank you.

Hi winnah,

The timer was prolonged automatically by a technical error. Unfortunately, it seems that the casino stopped responding. The problem is that the casino has no valid license and doesn't refer to any ADR service, so there is no gaming authority to turn to. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I wish I could be of more help.

Best regards,

Peter

We reopened the complaint as per the casino's request.

Dear winnah,

The casino provided evidence suggesting you opened two accounts within four days in July. Both of the accounts were active until October. Can you explain this?

Forward to me said "proof" to my email beysslennard@gmail.com . In my complaint about another casino operated by the same group they are also providing "proof" I had allegedly created multiple accounts under the same email and username on one casino, however their logic is flawed. On my winnerama complaint they are saying I have multiple accounts with the same username and the same email on their casino however it is impossible to create two accounts with the same email and username as you woul get a "username already taken / email already used" error message which proves the accounts are not on the same casino, but accounts on different casinos operated by the same group. The reason it would show up as multiple accounts is because they likely share the same database for all of their casinos and I repeat I have one account per casino, one on Luckydraw, one on winnerame and one on Tangiers. Which I have registered days apart. Please Show me the rule that says it is prohibited to create a new account on a different casino, are you supposed to play only one casino for the rest of your life? even you who is working on this ticket Im sure you are registered on multiple different casinos. I dare you to create two accounts with all the same info (username /email) on Luckydraw im betting it will not work. Which proves they are being deceptive and I have not broken any rules

Im gonna need to see what they provided to give an accurate response so make sending that to me a priority please.

As you can see in the screenshots, The account created in July was on the Lucky Draw Casino and the account created in August was on the Winnerama Casino. Thats two different casinos, all info is the same email beysslennard@gmail.com and username lenbey. That fits what you and I are saying perfectly. As I said before it is not against the rules to create new accounts on different casinos. I think they have their database messed up so they think its on the same casino. Also the last login time being in october thats when I tried to log in and saw they had locked both accounts after I created my complaints with you.

Also, I would like to add, I had requested my withdrawal on Luckydraw within days of my first deposit so way before I had even registered on any of their partner casinos. Them dragging on the withdrawal for any possible reason and always creating new reasons until a complaint is created or they find something that sticks, in itself is already fraud and cheating people out of their money. I am far from the only one they are doing this to and I cant believe i still have to ask this but for the love of god change their reputation and your review of their casino, they are NOT OPERATING IN GOOD FAITH and you cannot with good conscience keep recommending your users play on their "casino"

Hi winnah,

I'm trying to find out some additional information from the casino. Actually, the evidence suggests that you used two different email addresses and different logins. The rest of the data is identical. The data also suggests that you played with bonuses in both accounts.

Dear Lucky Draw Casino,

Can I forward the evidence to the player?

Listen, I swear to you on my life and everything which is holy to me I have never created a second account on Winnerama. I had not even started depositing on the Tangiers casino which has the same bonuses and is operated by the same group so why would I attempt to multi-account on one casino when I had not used their third casino yet? Also, you have not told me which emails said "accounts" are registered to and I can still prove to you through my emails/inbox they only ever sent me emails on beysslennard@gmail.com . Any supposed evidence you have received from this group is fabricated I am sure of it and I will go above and beyond to prove it because I have the truth on my side. They have to fabricate evidence and I can show you anything you want based on hard facts. Closing this complaint without a second thought or any skepticism is playing right into their cards. These casinos continue to withhold withdrawals from their players, if you would just look at their reviews it is no coincidence everyone runs into the same issue with them.

Hi winnah,

Unfortunately, I can't show you the evidence from the casino. However, as stated above, all data suggests that you opened two accounts within 4 days, the only difference is the email address and login. Both of the accounts were accessed in October and in both cases, bonuses were activated. I'm afraid since the evidence from the casino is very strong, we will have to reject your complaint. I wish I could be of more help.

Best regards,

Peter