Luxury Casino - The player's winnings were capped.

Hello upperdann,

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

Could you please advise how much is your exact balance in Luxury Casino and how much do you have as pending withdrawal? When was the last time you received a payment from the casino? Do I understand it correctly that your balance from Luxury Casino is usable in a different casino?

Please note that most of casinos have withdrawal limits so if the casino allows you to withdraw $4000 a week, it is completely normal.

Looking forward to your answer.

Regards,

Nick

I believe I had 2500ish in balance to play and 28000.00 for withdrawl. I haven't recieved pay out. Except a withdrawl of 150.00. From monies I deposited when i first got the account. This casino rewards package is attached to a sister casino grand Mondial. I accumulated $363.00 worth of bonus money I was able to play it at the sister casino. Which I have more then one account in my name at. I

If u have an email I can update you on more of a detailed description and also with pictures

www.luxurycasino.com OCRHM0646927650

Hello, so I have been in touch withe the CasinoRewards support. My account was believed to be in violation of t&c's. I had this account for over a month. My documents and address were approved Friday 16th 2023. I have never signed up for luxury casino until a month ago where I put in 150.00 which they refunded instantly as soon as I went to withdrawl 26000.00. Only allowed to receive 4000 per week and only on Fridays which then would take 2 more days for payment processor to deposit. I went Into extreme detail with customer service cause it was so complex. They basically hope you will spend it back which yes I did spend a bit back but bring my balance to 2800.00 and with drawls which were down to 21000.00 to total 30,000.00

Accused of signing up for more then 1 account. I ask their cs chat to find my account responsible and none could be provided numerous times. I feel they have made it up.

That being said I can't get my account unlocked but I am able to go Into CasinoMondial under same membership.. use the bonus money earned while playing in my luxury account. I have more then one account with Cadino Mondial and thus being in same situation, they avoid telling me that this account will become locked. They send me advertisements daily to deposit and recieve bonus. I believe they only get greedy once a large sum of money is up for withdrawl.

No will tell me anything and I've contacted RiskManagement@casinorewards.com and they haven't replied. I just want to be treated fairly. There have been similar cases where people still recieve their with drawl. Just minus some penalties. But I don't deserve pure 0.00 from $28000.00 + $2500.00 that isn't right.

I am still awaiting any answer from Casino Rewards or Luxury Casino; Risk Management

I appreciate your efforts.

Dan U*****

I have screenshots of...

Account opening email

Personal ID approval email

Address Verification Letter

An email reguarding "on a roll"!

Email of first withdrawl of $500.00

Email of all sudden withdrawl failure and locked account.

Email of successful withdrawl $150.00(my first 3 deposits)

A few chats of no other luxury accounts found.

A few chats regarding my ban.

Missing link to eCorga Lisense ? Leads to error

Hello upperdann and thank you for all the information. As we will require more information from the casino, I will be now forwarding your complaint to my colleague Adam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello upperdann,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Luxury Casino to join the conversation and participate in the resolution of this complaint.

Dear Luxury Casino,

Can you please provide further information regarding the player's account and why it has been blocked upon trying to make a withdrawal?

Kind regards,

Adam

Hi Adam

Since the customer has opened a complaint directly with the KGC, and it is being presently adjudicated by their dispute resolution officer, the KGC will be handling any additional communication with the customer relating to the circumstances of their account closure. As such, I am not able to communicate regarding this issue to a third party (FYI - this includes all the other websites/forums this complaint was lodged overnight).

The player may come back and post their resolution results from KGC here once they receive them. If they do not, I will come back and post once we have the resolution.

Cheers

Thank you very much for the additional information, Luxury Casino.

Dear upperdann,

Can you please confirm that you have submitted a complaint directly to the Kahnawake Gaming Commission?

Kind regards,

Adam

Hi again Adam

I received confirmation overnight from our compliance department that the KGC has closed this matter in our favour and have relayed the relevant details to the player.

Cheers

Thank you for the update, Luxury Casino.

Dear Upperdann,

Can I ask you to please confirm the above?

Kind regards,

Adam

This is going on every form from her to timbucktwo,

This is what you support. A set up and terms and conditions that just aren't avoidable. I seek a professional in getting further help and bringing this casino to play fair.

Nothings been relayed to As if something of the nature is poor policy and held only for people who actually win. Had I not won they would have allowed me to play putting more money forever. But soon an someone wins they look to their unfair t&c for any excuse out. This is listed as this

"Players must keep their registration details up to date. Support Centre should be notified for any changes in address, email, phone number or other contact/personal information."

there's no place to do this as they don't display anything but your long and hard to remember user names.

"Players may only open and operate a single account. Where a Player is identified with more than one account we reserve the right to suspend these accounts and winnings associated with multiple accounts may be confiscated. The Player must also not have used sign up bonuses multiple times."

Undersstood, however that's very indirect as they are saying that if you deposit more then your win, then the account MAY be suspended or left open to keep your deposits. Unfortunately provided there's a win we will suspend and confiscate your winnings. 

I try to never use bonuses and the site makes it a automatic thing it's hard not to collect bonus every time you deposit. I like to opt out every chance I get from the get go. LUXURY makes this almost impossible. As well for wager there is not real-time display that keeps track for your peace and mind."

 "This promotion must be claimed by making a first deposit within 7 days, after which Luxury Casino reserves the right to modify the promotion."

My account was open more then a month and still these offers were automatic every deposit. What is the point of stating 7 days.

"The first deposit bonus and second deposit bonus are subject to 200 times play-through before your bonus balance is converted to cash."

200x. That's completely unfair and unheard-of They match $1000.00 and you need $1000.00 your own cash and you need wager $200,000.00. You will never win with these auto forced upon bonus amounts.

"All promotions can only be claimed once per device, person, household, family, physical address, email address, financial account, IP address or shared network environment such as a library, workplace, university or school. Any winnings associated with a bonus being claimed more than once will be confiscated and the casino account closed. "

I understand per person. But say you buy a used device or borrow a laptop or lend yours to a friend are you supposed to always mention if your gambling at anyone of 26 or so different casinos then tell me now. Or even more interesting is that they advertise like.crazy third party or not. If I even visit the website of 1 casino I got 4 other ones emailing me right away telling me about bonuses. With the shared network, my friends who are on the same network get similar emails magically to also take the bonus and sign up. Right there they got you violating and they planed it all along. 

Whats even better is the express going as far as a whole library and every visitor, day in day out or a whole work place so make sure you keep your winnings a secret if you happen to tell anyone out of excitement because they might log on and try to claim a win too. If you win enough Casino Rewards will nab you there. To top it off a school, how can you even avoid violating a t&c with 1000s of students. 

They don't have a form section expressing that we shouldn't sign up if we are from certain workplaces or schools university where colleges have already accepted their spam encouragement to accept an account with automated bonus addons. We've lost before our first spin.. it's pointless. Or better yet how is this even governed around the globe.

"Every effort will be made to credit the Player's account with any promotional bonuses within one business day or sooner. Promotions that are earned over a time period such as weekend or monthly bonuses will be awarded within one business day following the end of that time period i.e. on the Monday after the weekend or on the first business day of the following month."

They are stick a bonus any place they see fit. Basically making you constantly guess if your playing real money or fake bonus point funds. Also keeping you to continuously wager and thus never being able to withdrawl. That's right where they like you. 

......

"Luxury Casino reserves the right to correct any error in bonus points, casino credits, and/or prizes awarded. Winnings will not be affected but the players casino account balance will be adjusted to reflect the correct amount when any error is detected."

It's a gaslight term and condition. Yes your account balance is where your winnings are held.

"Promotional bonuses/prizes that remain unused in a Player's casino account for longer than 60 days from the date of registration, will be forfeited. Promotional bonuses/prizes will be deemed "used" once the minimum wager requirements have been met. The sign up bonus is determined by the date a casino account is opened. If a Player opens a casino account but leaves it dormant for a period of time, the Player will still be awarded the sign up bonus that was active when they joined Luxury Casino."

You forfeit your bonus, which needs to be used in 7 days as stated in a prior term&cond. But Here states that 60 days is the actual time frame. However if you deposit u still need to wager no matter what no mater what time frame you may not play for right away. Gas light.

"Only promotions specifically advertised on this Casino's website will be honoured by the Luxury Casino. Any promotional offer issued by any other party, including but not limited to affiliated persons or organizations, may not be recognized by this Casino and are thus deemed invalid".

This is interesting considering most players signed up out of their email when they received random Spam and each email consists of trying to get you to Attempt sign up and take a bonus. Does this mean their bonuses aren't actually Real and that they don't count in the first place. The cw chat also expressed that all their advertising is 3rd party many times.

"Using the autoplay feature for the purpose of meeting bonus account wagering requirements."

The games have this feature Well most of them. I guess we should be restricted from using those Or they shouldn't be included in the game altogether. Possibly a warning message coming across the screen at 1st use. 

I lost $30000 and now I'm being told by the commission responsible for Governing Luxury casino that they aren't at fault. I've received no response from the casino itself still to this day. If I go to the chat of their customer service, The website just continues to load and never actually loads the chat. Must be nice to trick people into thinking they were winning but you'll always find it hard to actually withdrawl.

I had a friend who had 3 luxury accounts. The one he had 200.00 in got locked. I emailed Risk Management after I helped him in deleting 2 of the other accounts also luxury.. and he won a few thousand and was able to withdrawl.

That's just proof towards somewhat of my point. If you win too big they will Just say that you violated. 

Does anybody know a good lawyer Or have a suggestion of one? I'll be sure to avoid the advice

I don't understand how on Casinomeister Luxury Casino is rated 2.9 out of 10 And on CasinoGuru they're rated highly 8.9 out of 10. I believe that there's something fishy going on Like a partnership or maybe they own you. A place that has over 25+ something casinos, Has to have something like that by now. 

Thanks for your non help... same as the commission The supports those Casino's with term&conditions like that are not worth giving time too or supporting. In respect to that I will list every web link below that belong to this gaming commission. And advise all never to play.

Thanks

Dan U*****

+1*********

Dear upperdann,

Thank you for your response, I appreciate your comments. Firstly, I would like to explain that I have edited your personal information at the end of your previous post so that your comments can safely be made visible to the public.

I understand your views regarding the casino, but I am only able to comment on the complaint in question.

When we investigate complaints, we first ask the casino to provide information regarding their view of the situation and the reasoning behind their actions. We then consider all of the facts presented and make a decision based on what we believe to be fair for all parties concerned, in accordance with the guidelines set out in our fair gambling codex (https://casino.guru/fair-gambling). If we are unable to reach a resolution in this way, we would then close the complaint as 'unresolved' and recommend the player escalate the complaint to the casino's regulatory authority.

In this case, as you had already submitted a complaint to the regulatory authority, the casino were unable to provide us with further information regarding your account. Therefore, we have not been able to make any sort of informed decision about your case.

As it now seems that the regulatory authority has made a decision in favor of the casino, we have no choice but to close your complaint as we cannot proceed to investigate further.

I am sorry we could not be of more help on this occasion.

Kind regards,

Adam