Luxury Casino - Player’s withdrawal was canceled because of an accusation of having multiple accounts.

I won $5000 on Friday 9th December , I requested to withdraw which was fine I sent everything in. Spoke to the online team and they said i had to wait a minimum of 48 hours which then the funds were released on Thursday 15/12/22 and then I confirmed that it was on its way to my account. 10hoirs later still nothing then I emailed the team again and was told I had to send more verification documents which I argued with them about. I said "why is it on the day my money is suppose to be released" you then ask for more documentations. I have then sent more of my verification they asked for now now I haven’t heard from them at all. I’ve been messaging the online team and they can’t help me and told me I have to just wait for these guys to get back. I’ve never had any issues like this before! And they won’t even reply back to my emails

Dear m68scj8vkn,

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

Oh yes I see what you mean, but the thing is I was told on 2 occasions that my money was released and should be in my account already not nope not at all. Also I was told it’s in holding 🤦🏻‍♀️

Dear m68scj8vkn,

Have you received your withdrawal from the casino yet?

Dear m68scj8vkn,

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.

No I have not received my withdrawl, I was told that it was confiscated due to using my account multiple times which is incorrect. Because that was the first time I have sent through my verification.

Thank you for your reply, Sauloreis9510. Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

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

Additionally, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi there,

so I don’t have any recorders conversations as they were all online, no one has ever played luxury only myself. It’s only oldies that stay with me lol.

my winnings were already released pre conversation with the online team but the management team were the ones that emailed me to send more verification which I did.

then was told from them my money was released until the very last day I was then told it was confiscated.

Are you sure you didn't have any active accounts in the past? Did the casino confiscate the winnings accumulated with the bonus or your real money?

Yes that’s correct I didn’t have any other active accounts using my name or email if I did use my email then I wouldn’t be able to use it again. I have only ever used this one email for so many years. And the money that was confiscated was my real money.

Thank you very much, m68scj8vkn, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thankyou will await his message

Hi m68scj8vkn,

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 Luxury Casino to the conversation to participate in the resolution of this complaint.

Yes please that will be very helpful. They had already explained their side but I needed them to understand I sent everything that was needed and then got told by their workers that the money was released and then on the day of release I was told that I couldn’t get it because of multiple accounts which is incorrect because I have never used luxury before.

Hi there

I can confirm that there are 2 other Luxury Casino accounts using the same email address with slightly different name details (one of which a bonus was claimed on the same day as the account in this complaint), as well as other accounts using a different email address (and multiple accounts at our other casino brands using the same details too). There are other details about this case the player has left out of her complaint which I am not authorised to post here.

Looking through the chat correspondence, the only time a real person ever said the withdrawal was released to her was a trainee who was not yet confident on how to read withdrawal status inside the accounts and was mistaken. The player harassed chat support many times a day asking different people the same question, all of which told her the same thing: risk management will have to respond as they do not have further information regarding the withdrawal. She was told this both before and after the trainee's chat above.

The reason this took so long was due to a high volume of withdrawals and risk management enquiries. Our risk management team do not work during weekends or public holidays.

If the player is unsatisfied with the casino's decision, she is free to contact the ADR: eCogra.

hi there,

I am a very understandable when it comes to this. But again you are wrong first off there were atleast 4-5 different people that told me the same thing I can tell you names if you like and these people are the same ones I’ve messaged a year ago so are they still in training. When I applied to withdraw why didn’t I get told then that my email was used more then once? And why would I use another name on another account if I only have the one ID. I just found it very suspicious that it took almost 2 weeks to withdraw and on the final day of withdrawl which was 15-12-2022 I was then told it was confiscated. I reasoned and reasoned in so many levels to understand why my withdrawl was refused but I’ve never gotten an straight answer

1st- I know many places that if you use more then one email address or number or whatever it will decline because it’s been used before

2nd- I was told from 11-15th December money was in the withdrawal process and then again it was released. I was told "your money has been released on the 14/12/22 and then again on the 15/12/22

3rd- I sent many emails explaining my side why didn’t I get told then that I have created more then one account? All I was asked was

who’s laloifi

• can you send a screenshot of your account

which I did all this.

4th- I’ve withdrawn from here before why is it a problem now?

5th- I only tried to explain and ask why my money was confiscated yet I was told I was harassing you guys that is wrong I have all the emails from you guys.

all I wanted was to get that $5000 I won and then I would’ve left it but you guys are making me fight for it and go through all this just to get all these negative from every angle.

And again as you mentioned in your reply "the player harassed MANY chat members ASKING THE SAME QUESTION" yet you just said I messaged the ONE person who was a trainee. So no I got the same answer from my same questions from multiple chat members.

Thank you Luxury Casino team for your reply. Could you please send the evidence to my email address (peter.m@casino.guru)?

Hi Peter

Regarding account creation fail with same email address - that may be the case elsewhere, however no system is fail safe. In this case the system allowed more than 1 account to be created with the same email address.

As always, we do not send screenshots of our backend to third parties. However, if the player makes a complaint with the ADR we are bound by their decision and must provide them proof. I would suggest the player creates the complaint there so we can settle this dispute without wasting anyone else's time further.

Cheers

Yes let’s not waste anymore time. Just send me the money I was owed and this will all be done you know it’s stressful I messaged everyday to make sure I knew what was happening because it was such a large amount I was overwhelmed by it so of course I would’ve messaged and messaged. But I am currently restoring all my deleted photos where I was told on multiple occasions the money was released.

If you believe you are right, please lodge a complaint with eCogra. Thanks.

Isn’t this another site that can help. I don’t really want to keep explaining.

Hi all,

Thank you for your replies.

Dear m68scj8vkn,

Could you please confirm if the casino's statement that you opened two accounts and took bonuses with both of them is correct?

Wrong I have only had one account and took the bonus that one day. I haven’t made any other accounts and I would like to see proof that I have. As mentioned luxury said I used same emails but with slightly different names I mean I only have the one name.

hi I have made a complaint

how long till it gets picked up please

According to the eCogra terms, you will receive an initial response within 3 weeks.

Cheers

Another wait? Dam.

Hi all,

Thank you for your replies.

Dear m68scj8vkn,

The status of the complaint will be changed to "Waiting for regulator's decision". Please let me know when you receive a statement from the eCOGRA (peter.m@casino.guru) and we will update the complaint accordingly.

Dear m68scj8vkn,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority or ADR, we kindly request you to forward us their official statement at peter.m@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Peter

Dear m68scj8vkn,

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 there,

bothing was resolved after I emailed the head office that I was told to and sent all documents too nothing was sorted from there. No reply no investigation nothing so no it hasn’t been sorted and my money was never given to me 🙁

Did you submit a complaint with ecogra?

Yes I sent an email to them on January 1st

So ecogra ruled in the casino's favour?

I never got a reply what so ever I can foward you my email if you like

No one ever got back to me I just got the beat around

Please forward your correspondence to Peter's email above. Cheers

I have forwarded it thanks

Dear Luxury Casino team,

m68scj8vkn forwarded the email they sent to the following email address: complaints@ecogra.org. Is it a valid email address? Players usually fill out the form on the eCOGRA's website.

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’ which may negatively affect its rating.

The player should submit their complaint here: https://ecogra.org/contact-us/

By using the form next to

eCOGRA Forms

eCOGRA Dispute Form

Thanks.

Thank you Luxury Casino team for your response.

Dear m68scj8vkn,

I suggest you submit the complaint on the eCOGRA's website (https://ecogra.org/contact-us/) and use the form as stated above because I'm not sure if the email address you used is valid.

Dear m68scj8vkn,

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.

All done thankyou

Hi m68scj8vkn,

Could you please explain what your last response means? Have you contacted the eCOGRA using the form?

Dear m68scj8vkn,

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.

I have sent my complaint through with evidence Aswel thanks

Thank you m68scj8vkn for the update. I will change the status of the complaint back to "waiting for the regulator's decision" because it may take quite a while to receive a decision from a gaming authority. The complaint will automatically be reopened after 3 months. If you receive a decision sooner, please let me know (peter.m@casino.guru). Looking forward to hearing from you.

Best regards,

Peter

Dear m68scj8vkn,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

The update was I never got my winnings back and they withheld everything

What was the eCOGRA's decision/response to this?

Just to update, this is still ongoing with ecogra. We are coming up to the 90 day mark so should have a resolution any day now. Once the official verdict comes back I will be sure to come and post if the player does not.

Cheers

Thankyou very much would be appreciated to have all the money I won back 🥰

Hi all,

Thank you for your replies. I will set the timer to 10 more days and hope we'll have a conclusion by then.

12/01/2024:

Dispute result: Resolved in favour of the operator.

Ecogra has resolved this case in the casino's favour.

Cheers

I still find that unfair, they still shouldn’t have told me my money was already on its way when clearly it wasn’t. Do better luxury casino!

Hi all,

Thank you for your replies.

Dear m68scj8vkn,

Could you please forward the eCOGRA's decision to my email address (peter.m@casino.guru)?

Dear m68scj8vkn,

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, as the eCOGRA decided in favor of the casino and we haven't heard from the player have no choice but to reject this complaint.