Lucky Nugget Casino - Player's account is suspended.

I've been with lucky nugget for almost 2years now and not once did I have any problems with them. Withdraws were easy and never had any complaints there, until recently 21st July 2023 I had won the mega moolah yellow jackpot, I'm excited and over the moon I even made a screen shot of my winnings, only to find out a few days later after wondering why my withdraw was not successful to find out that on the 25th of July 2023 they had suspended my account and I could no longer access my funds or get in contact with management. These last 3 weeks I've just been getting the run around by customer service saying "its under review please wait for a response from management" not once since they suspended my account have they given me a reason why they had done this. Its unfair, and I've screen shot all conversations I've had with customer service just for proof on my side of what they have all have said. Sadly when I requested a transcript from them of our conversations they said you should receive an email withing 48-72hours. Of course yet again, I've checked junk/spam mails and not 1 was sent. Not sure where to go from here. Any advice would be great.

Side note. I tried to upload all evidence via upload attachments at the end but it keeps saying failed to load. Is there any other way I can send through to help with my claim?

Dear teaoelsie,

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. Have you accumulated your winnings with or without an active bonus?

Could you please forward all the relevant communication between you and the casino together with any other documents you couldn't upload to kristina.s@casino.guru? Alternatively, you can post it here. 

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

Best regards,

Kristina

I think the bonus was used but I had made the required wagering amount before I had won the mega moolah jackpot which was over 40 thousand dollars. Will send you all screenshot messages between me and customer service via email as it won't upload here.

Hi Kristina, so I have just found out today by MillicentD a (customer service representative of lucky nugget) that I had made a request to self exclude myself on the 08/08/2023 which is why my account is in review and that I would have to wait 6months until it is reopened again. What I fail to understand is why would I make this request when clearly there is $39,950 in my account right now just sitting there. I find it odd that they are sweeping this under the carpet and clearly trying to make it so they wouldn't have to pay me out. Or should I just wait out the 6month until they have found time to review my account.

Dear teaoelsie,

Thank you very much for your reply. Unfortunately, I must inform you that casinos from this group do not wish to cooperate with us on resolving any complaints due to their strict GDPR rules. My only suggestion would be to contact their official ADR (Alternative Dispute Resolution) ECOGRA (https://ecogra.org/contact-us/).

Please let me know if you decide to file an official complaint with the ADR.

IN

Am awaiting a 7day cooling off period to hear from them, will find out Saturday my time of the results until then if they have not kept to their word then will definitely be looking at going through ECOGRA

Alright. Please, let me know when you contact the ADR.

Dear teaoelsie,

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.

Hi Kristina, my account has been re-opened but I've only received half of the winnings so far, at this point I'm unsure whether I will recieve the rest of the funds as they tell me it has been processed but I have to wait for 7 working days. I've explained to them that half of the funds was processed really quickly and funds were made accessible to me within 24hours but the other half of the winnings is taking a little longer. Its been 4 days now and they have advise me to come back once the 7 working days have rolled over, only if the rest of the funds is not in my account. Will update further once I receive any feed back from customer service.

Thank you for the updates, teaoelsie. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint opened and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

Dear teaoelsie,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.