HomeComplaintsLucky Nugget Casino - Player’s withdrawal has been suspended.

Lucky Nugget Casino - Player’s withdrawal has been suspended.

Amount: Can$16,500

Lucky Nugget Casino
Safety Index:Above average
Submitted: 21 Apr 2022 | Resolved : 17 May 2022
Resolved Our verdict

Case closed

RESOLVED

Case summary

1 year ago

The player from Canada had the withdrawal withheld due to a third-party deposit. Player’s complaint has been resolved successfully.

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1 year ago

On April 6 , 2022 i put in my request for withdrawal after hitting the jackpot on Cash Splash for $28, 513.53. But , on the one isolated time, I deposited via etransfer from my girlfriends bank after i sent her the deposit amount. I honestly didnt even think of it as i have done this before at other casinos and all they asked for was the 3rd parties ID and letter confirming i had their permission. Thats it.

SO after verification and every other hurdle was passed, i was then told my account was being reviewed because of this third party deposit. I have many deposits prior to this time and lots after.


Since April 6, ive heard from them twice. Once to tell me that email comuunication was no longer available to me, and another time they sent me an approval for a credit card that wasnt even listed in my account.

They did it to get me thinking i was approved for withdrawl, just to find out it was a notice meant for someone else. 


They then allowed me to reverse over $6000 back into my account. After it sat in casino vault and was moved to the 2nd stage of the withdrawl process.

I submitted every document , ID , bank statements and even extra docs that werent ewven asked for, proving myself and my details and hers.

So for the past 3 weeks my $16,500 (but in my account it reads $21,000) my winnings have sat there and i havent heard back from managment in any regard. Then this past friday, after i just ifnished depositting close to a $100 more, my account was closed. For something i said out of context , whcih i explained to chat support, but as soon as we were done they threw me under the bus and closed my account while i still had my withdrawl pending.

To give you an idea of how much i played over a 3 day period can be explained by this...At Lucky Nugget they have 'Loyalty Points' or status points a player can accumulate based on how much they bet and spend insoide the casino. When i began playing on sunday night, my account status was the lowest one. Green i believe. In less than 3 days I had climbed to the very top of the status ladder. Cashing in over 500,000 loyalty points, also reversing over $6000 back into my account.

Anyway i was pretty pumped as I could really use this right now and with everyday that passed since it has become a nightmare as i knew this group would everything they could to delay, withhold and ignore me to make this process so uncomfortable that it would end up not getting paid put at all. I can prove it as well. 3 years ago, less than 1 month afte I lost my son, this same group made me hand write them letters basically proclaiming them right and me wrong because i had accidenty created a duplicate account, both were funded, and just to get access back took me 5.5 months. The torrment and ridicule and antagonistical methods only this group loves to unleash. I am a student and faithfully played at his site only to be poked and prodded in an attempt to invoke me into saying something in chat that would disqualify me.

Ther are many policies of their own they broke. As a meet in the middle resolution, I suggested I would only withdraw $10,000. Losing more than half for my poor choice in depositing, ONCE, and their acknowledgement of the torment and unnnessesary delays and inadequate player support becuase they are NOTHING about support to me or any other player.  

Anyway sorry its kinda long but i felt it was important to know all the facts.

(I also have video recoerdings of every single chat convo i had during this situation, as my requests for a transcript of each convo never happened> I had to basically call PSC over the phone ans ask for the transcripts. When I did get them, only half of them were there)

Robin L

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1 year ago

Dear Robin,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found (here):


„1.2 YOUR WARRANTIES

...

1.2.1.5 are the true and lawful owner of the monies that you wager at the Casino and/or that you are duly and properly authorized to utilize such monies for the aforementioned purposes"


"7. PAYMENT DETAILS / WITHDRAWALS

7.1. The Casino reserves the right to ask You for verification documents upon registration and / or prior to processing financial transaction. This includes, but is not limited to:

  • ...
  • Proof of ownership for any payment method used to deposit or withdraw funds (if applicable)

Failure to send in any requested documentation may result in your account being terminated."

 

Furthermore, please check our Fair Gambling Codex for Players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

 

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

Thank you very much in advance for your reply and understanding.

Best regards,

Petronela 

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1 year ago

But if thats the case, then why leave me hanging for nearly 3 weeks and counting? But if you read the chat conversations, that is NOT the case. They could have ended it the day i put in my request. But they didnt. I was even told by the casino on chat to choose a different payment method. So I did that. I then submitted the documents from my girlfriend. This was an isolated incident. My reputation around the industry is excellent.

Also, they have made exceptions to that policy on an individual basis and circumstances. So you are telling me this is as far as you go with this?? WHat about the approval email meant for someone else? How often does that happen besides never. They havent gotten back to me because they claim they are still reviewing it. But it has bee excessively too long already. I cant believe this is the extent of the help i can get for this.

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1 year ago

Also, i didnt use her credit card, debit card or any other card. The etransfer to her and then from her into the casino. Like come on now. I have many deposits through my own cards and email prior to this event and after.

It was purely accidental that a policy was breached.

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1 year ago

Also, if thats the case then conclude it properly. WHich by their definition is to refund the 3rd party deposit method, refund my winnings back to my player account and then i have 90 days to try to claim it another way. Isnt that correct? And the fact they allowed me to reverse $6000 AFTER it left holding means it has cleared the pending stage and all spin through requirements. it says that in their own term and conditions.

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1 year ago

Dear Robin,

I understand your frustration. A refund would be an option but the third party (the owner of the payment method) has to request it. If the approval of depositing via a third-party payment method would have been requested prior to placing the actual deposit it would be a different story, but if I understood correctly, this possibility hasn't been communicated with the casino beforehand, is that right?

Looking forward to hearing from you.

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1 year ago

No I didnt. But I never would have asked before hand anyway. Why? Because I have been asked by other online casino's simply to produce the 3rd parties ID, and a letter from them stating they knew of the transaction and that i had their permission. Simple.

As is the case with this deposit, the 3rd party IS my girlfriend. And i showed the etransfer from me to her and her to my casino account. I have submitted all the docs they asked for...and ill keep you updated.

Apparently today sometime, management is calling me to resolve this.

Also, HOW can someone who doesnt even have a casino account, request the refund. And it was a single , solitary instance. Once. I have plenty of deposits prior to and proceeding this ...deposit policy.

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1 year ago

Update. Well, as I have come to expect from this group, i am right back to square one. After being told on Saturday afternoon that within 72 hours, I should expect a phone call from management concerning with withdrawal. And then just last night on another chat support, I was told and asked which time would be most suitable for them to call me. As I just want this charade to end I left it open to ANY time.

That even if i was sleeping , i would hear my phone ring and would take their call at any time.

Today was 72 hours from when i was told they would be calling me.

I get on chat around 5:30PM M.S.T. after not hearing from them and the 72 hour window i was told was expired.

I was then told that even though my name is on the 'call list' that ultimately I wouldnt be getting a call until managment was done their review. Even though I got an email from managment last thursday thanking me for allowing them the time to review my account.

I cant begin to tell you how utterly deflated this chat made me.

The original high of hitting the jackpot was quickly extinguished mere hours after I got it because I knew this group would make this process as unbearable and lengthy as possible.

They claim to have their players well being at the forefront of their responsible gaming practices and policies, yet think nothing of allowing a player to go weeks , even months without so much as letting them know whats going on, when they might expect their winnings, nothing. They don't care that people, especially now, have gone through trying and difficult times. Through the pandemic and even before it. I won that money fair and square.

I have a good reputation around the comnmunity at other platforms and this situation takes the cake of being the smallest of infractions resulting in a mountain of problems, delays and purposely prolonged verification and review processes. So any review you read that says this casino and group of sister casino's is great, then its either because it an affiliate website, or they work for this group in some capacity because they are the most uncaring, insensitive and unethical group in the industry.

They will outright lie to you, poke at prod at you, to get you to say something that would disqualify you from recieving your rightfully won windfall. They arent happy for players who win anything. They don't even send you a Congrats email or notice or nothing. Its like it never even happened. Usually casino's , depending on your status, will have 24/7 support or a team of people who expedite your withdrawal quickly, so it gets processed quickly.

Nobody wants to wait indefinitely for their winnings. Even worse, nobody wants to just sit and wait to hear back from anyone who might have information about their winnings. And then of course when you on a chat support, they say, " I understand your frustration ". No they don't. THey have no concept of it. Aside from needing this money for multiple and relevant reasons, I just wanted this to be resolved. Finished.

If they weren't going to pay me, solely based on the 3rd party deposit, (which is all i can be based on) they could have told me that 4 weeks ago. The fact they asked me for verification docs from the 3rd party, and the fact they hav ebeen reviewing it for 3 weeks now, negates that option. Cause then it means they purposely put me through this torrment, and multiples lies ive been told, and timelines that never end simply to cause me distress.

WHich IS what I think is going on from a previous dispute I had with this group. Its reprisal for that. But up till now, I was forthcoming, submitted every doc they asked for and even some they didnt. I ve been calm and collected on chat, even giving them 5 star reviews during this whole thing. But to tell me, its almost over and to expect a call by today, just to be told that there is NO call happening and they dont know how long this will take...again??? No way!

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1 year ago

Dear Robin, I can only imagine your frustration. Could you please advise in more detail how the e-transfer to your girlfriend and then from her into the casino works? Would you be able to prove the origin of the funds?

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1 year ago

Ya sure. I did easily prove the origin of the funds via pdf's and screenshots from both our banking and credit instituations.

This is how it went. On this particular day, My bank was overdrawn. The only available funds I had were on a pre-paid credit card (also in my name) that did NOT deposit into casino's.

So, I etransferred her $30. From my pre-paid credit card to her email which is registered to recieve etransfers at her bank

. She then in turn sent an etransfer from her bank, to the Gigadat email and corresponding message that is displayed when you initiate an etransfer deposit. (example of this would be deposit@orderdeposit.com or order@orderdeposit.com in addition to a random code that you paste in the message field of the etransfer form).

The process used IS itself 3rd party and even more so because the emails and codes used are randomly just 'spit out' as etransfer's are conducted 24/7 from every corner of the planet. They arent just used for casino deposits. There are no names or accounts attached to any 1 etransfer through this type of service. They can be conducted by anyone, at anytime, who has a bank account or funding source and a valid email.

Thats why when you send an etransfer, you dont even have to put a name in the name field. You can make one up if you like. It really doesnt matter beccause all that does matter is the email address and who its registered to in case of a problem or discrepancy.

But in my situation, it wasnt even like I myself logged into her bank and without her knowledge used her bank to send it. She was sitting right beside me. When she recieved my etransfer, I initiated the etransfer process inside my player account in the casino, she logged into her bank, i recited the email address and message code that was displayed on my screen, she input those values into the etransfer form and clicked SEND.

There is nothing illegal, or fraudulent about any of this process. Whether its into a casino or anything other type of online transaction.

I mean i easily could have told the casino that email was mine, and simply gone ahead and registered her email in my bank as well, registered it for auto-deposit, and none of this would still be ongoing.

But, because I didnt think I was doing anything wrong or against depositing policies, i told the casino exactly what the facts were.

And it would seem to me that if this method of depositing was so 'faux pas' then it shouldnt be allowed ANYWHERE. But the fact that I have used it and withdrawn from other gaming platforms, and all that was required was the 3rd parties ID, Bank statement and letter of permission to use their email for the transaction in question, then it should be fine in this instance as well. I easily attained those same docs and even extra docs they didnt even ask for and submitted them promptly that same day.

Regardless of this outcome though, I will never use this method to deposit ever again. Especially if it costs me this withdrawal which is the biggest one ever for me and would be so useful right about now.

If i had known it would have such implications, I would have just waited till the next day or time when I could deposit from my own bank or other funding sources.

Update...yesterday I had an incredible 1 hour phone convo with someone from this casino and alot of questions were asked and answered and it went really well. I was not told what the outcome would be, but was told someone would get back to me within 72 hours or so.

Fingers crossed this goes in my favour. But if not, then its a hard, and tough lesson learned and will be hard to accept over such a small infraction.

It would be like getting a 5 yr sentence for jaywalking.


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1 year ago

Dear Robin,

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 contacting their official Licensing Authority.


"» How do I submit a question or complaint to the Commission?

Questions, complaints and requests for information are received and reviewed by the Commission in accordance with the procedures set out in Regulations, and where appropriate, with the assistance of professional advisors.

 

Any complaints about a gaming site licensed and regulated by the Commission should be directed in writing to the Commission at the mailing address, fax number or email address given below - or by emailing complaints@gamingcommission.ca. The Commission is committed to responding to all complaints promptly. Every attempt will be made to facilitating appropriate solutions between complainants and licensees.

 

» How do I contact the Commission?

To register a complaint about an interactive gaming site licensed by the Commission: complaints@gamingcommission.ca

 

To obtain information about applying for a Client Provider Authorisation, about the progress of an application that has already been submitted, about an existing license, or for general inquiries: info@gamingcommission.ca

 

For all other communications:

 

Mailing Address

Kahnawake Gaming Commission

P.O. Box 1799

Old Malone Highway

Kahnawake Mohawk Territory, QC J0L 1B0

CANADA

 

Telephone

+1 450 635 1076

 

Fax

+1 450 635 1139"


Please let me know if you need any assistance with filing the official complaint. I wish I could be of more help. 

Edited by a Casino Guru admin
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1 year ago

Well. I guess thats it then. I did however get that phone from a casino rep. We chatted for about an hour about certain comments said on chat which i explained why i said those things and whatnot.

That was last Thursday evening. At the end of the call I was told I could expect to hear from Operations within 72 hours-ish were his exact words.

This past Monday I still hadnt heard anything so i got on chat again. And that convo was unlike any of the other. The agent engaged with me about current life happenings , our fathers, and all kinds of things as we waited for someone to give him some feedback.

After 1/2 hour of random chat he says, "I have some feedback from our Operations Team"

My heart began to race. He then says,"We apologize for the lengthy time this process has taken but we must take precautions and steps to ensure your winnings are sent to the right account holder."

I thought for sure, THIS WAS IT! THis month long saga was nearly over!

He then says,"Your file is currently with the Management Team under review, and when they have feedback, they will reach out to you."

?????? What??

I couldnt believe what he just messaged me. I already knew that. This is where my file has been for 3 weeks already. I was here becsause i was told it would be resolved today!

He then sayd hes sorry that he didnt mean to get my hopes up.

And that there is NO timeline attached to this 'final stage' of the review process.

Like, are you kidding me?

I was so upset, i thanked him for his time and left chat.

I dont even know what to think about this anymore.

This entire ordeal has been so exhausting and stressful that there is not an ounce of excitement or joy attached to it. The excitment and all those positive emotions that come with a jackpot win have been extinguished, leaving uncertainty , stress and sleepless noghts in its place.


Anyway , thanks for your help in this matter. I appreciate it immensely.

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1 year ago

I'm sorry to hear that the problem still persists. Please let me know if you need any assistance with filing the official complaint.

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1 year ago

Dear Robin,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help with filing the official complaint, otherwise, we will reject your case.

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1 year ago

Update. Sorry. I didnt know a reply was needed after the last one, anyway its been resolved. I was sent my withdrawal last monday. Thank you f or your help in this matter.

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1 year ago

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Robin, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru

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