Home Complaints Lucky Me Slots Casino - Player has been accused of opening multiple accounts.

Amount: €5,000

Lucky Me Slots Casino - Player has been accused of opening multiple accounts.

8.0/10 Very Good reputation Submitted: 12 May 2020 | Unresolved : 07.06.2020
Our verdict

Waiting for decission of regulator

UNRESOLVED

Case summary

66 days ago - 07 Jun 2020

The player from Netherlands had his winnings cancelled since being accused of opening multiple accounts.

Private
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Public

Dear Ton,

Thank you very much for submitting your complaint. I’m truly sorry to hear about your problem. We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if you withdrew €100 which has been offered to you? I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

 

Private
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Public

Thank you very much Ton for your quick reply. 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.

Public

Hello Ton.

I want to ask this bonus what you took, do you still remember which one it was? Because the casino offers 100 free spins as a first deposit bonus for deposits of €10 or above. Was it this bonus? (value per spin is €0.1 so it is equal to €10)

Public

Hi there Yes i believe so but i am not sure for 100%...


the casino contacted me and they say that i abused the bonus....but i asked them if they can show me the dep from my bankaccount on the second account? because i never made an other dep besides the one on the account where i won (tonwelston1`) i never have had the intention to abuse anything and its unfair that i am treated this way and i want to see the dep with my bankaccount on the other account...but i know that there isnt one so i wonder what they can come up with???

Public

Oki Ton.


I see here two different problems. One with the two accounts and another with is probably bonus related.


So let's start with two accounts problem - when this happens usually both accounts are closed - in your case the casino probably realised that there is no connection between the accounts (maybe same name, this might happen)


The second problem is probably related to the bonus you took. In most casinos, first, you play with your real money, and in case of big winnings, you can cancel the bonus and enjoy the winnings. (not work everywhere) Bonus is something like a second chance. In your case, you probably had a bonus with 100 free spins on Starburst (that's the bonus what casino offers), and perhaps from these spins, you got a big win. If this happened, then the casino has a right because these free spins have a maximum cashout of $100. Most of the bonuses come with some limitations. Nobody these days offers something entirely free - it always comes with some rules and boundaries.


To be able to confirm it, I need your game history. I am not sure if you can send it to me, but in case you don't know how or can't find it, I will ask the casino to do so.

Don't be sad we still don't know what's happened and even $100 winning is better than losing.

Public

its not bonus related ...thats for sure ....the casemanager congrats me after the win ... and asked me to answer some questions....have ai ever won such a big hity?what i am going to spend it on how i feel so he woukldnt have done that when the bonus wouldnt alow me to win that amount... i cant find the game history and dont know how to get it so when you can manage it trough the casino it would be great ...i canm provide much evidence...i did nt make copys or printscreens of the winnings etc..

now the 100 is just nothing the money is very important to me and i allready though that i would get ity why else would they ask me the questions?



this is what was in the email they send me:

Hi Ton,

I see you’ve been having fun – a BIG congrats on your winnings!

So let’s see if you can stay on this lucky streak, I’ve just added you 20 Mega Spins with a value of £1 per spin on Book of Dead. They’re in your Rewards section and you can come and claim them there. 😊

Also, I have set up a Challenge in your account for the coming week. If you accumulate 10016 Points in the next 7 days you’ll get some Airpods Pro!

The Challenge is set up as a Pending 1 EUR bonus and you can claim it in your account. This 1 EUR bonus is only for you to track the achievement of the Challenge and doesn’t block your balance; you can withdraw your winnings at any moment.

Oh, and one last thing – it would be amazing if you could send us a selfie and answer a few questions below… really appreciate it, thanks!

• How are you feeling about the big win?

• Is this the biggest win you’ve ever had?

• What do you like the most about our casino?

• How are you going to spend your big win?

• And how are you going to celebrate?

• The information provided can be used for promotional purposes.

-----

Congrats again and enjoy!

---

Game: Book of Dead, Spin Value: £1, Max Mega Spins: 20.

Bonus Policy apply.



and it doesnt make sence tat i would abuse any bonus.....i have only made one dep with my bankaccount...and the accept the dep but than wont payout....

than they should say it in friont and so that i am not capable to make any dep ...thats also unfair and in my eyes not done when you know that?

all in allit doesnt make sence what they refer as reason not to pay me what i won.....i offered and sayd that i woukld take the half of the whole amount ....besides the 5000. euros i was playing with 400 or 500 euros ..it was 1200 at one time but in the end i still had about 400 or so and they are gone to....i find it funny when starded asking questions and felt trouble allready....and they even dfidnt want to tell me what was going onm= i dont know why but when i asked about the verification of my account than the word came out that it was to be payed but they never told on there behalve that there was a problem!!

Public

for me the money is very important and it means a nother life and new chances for me especially at my age!!so i will fight to the end and when its nescecary i will contact my lawer and fight this so much it worth to me...very important!!and also that i allready thought that i had won and than not getting it is unreal and so frustratuing you cant imagine.....i could jump of a bridge.....


Public

It's understandable. For sure, we will investigate what happened.

I want to ask the casino representatives to step into the case and explain to us what exactly happened.

Public

ok thats nce and i also wonder what kind of company or what exactly you are and what kind of influence you have on casinos so i can estimate what my chances are that i can get the money i won maybe you can tell me more about you and what youve dione in the past and achieved or meant for other people with problems with hecasin?

is the writin that i send to you undertandable do you know what i mean in the writings or are there things that yoyu cant undertand due to bbad gramatal writing?

i want to thank all readt for your help and effort that you put into this...and for me its from the most importance that hopefu;lly this ends in me gettuinfg what ui deserve...but even if not the support from someone whos trying to figger the things out in what really has happened...so thank you very much and the appreciation friom my behalve to you so that you also know that i appreciate it what you do for me ..😉

w.k.r. Ton ****

Public

i dont hear nothing no more???? i wonder what the reason is that i dont hear anything?



Public

Hello Ton.

Complaint solving is sometimes time-consuming. I have already alerted a Casino representative via Skype - I hope they will answer soon.

Public

ok Tx you very much no problem nice to hear from you..

Ill wait and looking out for the outcome!


Public

Sorry Ton that it took some time. I was able to get some answers from the casino representatives via Skype.


They confirmed that the reason for confiscating your winnings is multiple account problem and that they decided to allow you to withdraw €100 as a gesture of goodwill. Unfortunately, they are not willing to share any kind of proofs.


In this situation, I am unable to judge the complaint. Therefore I suggest you file an official complaint to the Malta Gaming Authority. 


Here is the link: https://www.mga.org.mt/support/online-gaming-support/


You can use the link on this complaint as a reference confirming that you already tried to solve the complaint with 3rd party mediator.


They cannot ignore MGA and will need to give them proofs. Until you get a response from them, I will close the complaint as unresolved with status "Waiting for regulator decision". When you will get the official answer just reopen the complaint and write us the result.

Waiting for approval
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

Waiting for approval
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

Public

Hello Ton.


Please new complaint submits trough our website under correct casino. You are creating chaos by writing about a not related complaint inside another complaint. (please note that if you write your complaint inside another complaint the correct casino don't know about your complaint because the new complaint is written under different casino + Lucky Me Slots Casino representatives might be confused about what are you writing.)

Public

Because Ton already informed us that he submitted the complaint to the regulator, we are closing this complaint as unresolved with status "waiting for regulator decision." 


Lucky Me Slots Casino representatives or Ton please when the regulator (in this case ADR - eCogra) make a decision, let us know, and we will close the complaint accordingly.