Lucky Red Casino - Player’s access to tournament games removed after winnings.

so I’ve been a loyal player with lucky red for over 3 years now. I have deposited A LOT of money with them. Yes I have also won a lot. They have a free weekend roll tournament every weekend were you can win a good amount of money. Last September I won 1st place and won 300$. Well 4 weeks ago I went in to play my tournament and they were gone. I spoke to customer service and they said they review accounts all the time and decided to remove my tournaments. I said I have spent a whole lot. Of money with you guys and he replied you also had some very large payouts. I said so I’m being punished for winning. His response was it’s not permanent. I continued to ask wtf was going on and why I was being punished for winning and he disconnected the chat I tried to speak to 5 other people who did the same thing no one could give me a straight answer because I won some decent size payouts they took my free tournaments away. Do not play at this casino.

Hello carleystipek,

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

Could you please advise since when is your account fully verified? Did I understand it correctly that you are basically excluded from tournaments? When was the last time you spoke to the casino and what was it about?

Please note that it is entirely up to the casino whether they allow a player to attend a tournament or not and nobody can force them to change their decision.

Looking forward to your answer.

Regards,

Nick

Hi nick so my account has been fully verified and started making deposits and withdrawals in may of 2022. I have been playing with them ever since up until they took my free roll tournament away actually took all tournaments away even the ones you have to pay for. I spoke to them about two weeks ago regarding my tournaments and all he had to say was that they have given me some nice bonuses and have made some pretty decent payouts to me. My thing is why am I being punished for winning??

Hello carleystipek,

As stated above, it is entirely their decision whether they allow you to play tournaments or not and nobody can force them to change this decision.

Is there anything else we could assist you with?

Dear carleystipek,

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.