Playluck Casino - Player’s bonus privilege has been declined.

I signed up on this site expecting to get a match bonus. I received a confirmation email welcoming me to the site. I deposited but received no match bonus - I messaged chat and they told me it was a management decision not to give the bonus and bonuses have been disabled on my account. No mention of this was in the confirmation email on sign up and it cost me £1.25 to deposit and a further £1 to withdraw and I didn't even play on the site. If bonuses are not going to be honoured this should be made clear in the confirmation email NOT AFTER YOU HAVE DEPOSITED

Dear Elaine,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I want to inform you that we cannot make a case solely based on what you are describing. Please understand, that we can’t penalize the casino for taking away your privilege receiving bonuses. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.  

If no funds are being held, I’m afraid, there’s not much we can do for you. We always recommend players to check with the live chat before depositing any funds into accounts if they’re eligible for any promotional offer.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Best regards,

Petronela

I am asking for more clarity from the casino on sign up. I am fully aware a casino has the right to deny bonuses for whatever reason- that us not the issue. The issue is tell the applicant in the confirmation email whether or not they can claim the bonus BEFORE that person makes a deposit- that way the casino is transparent and the customer does not waste time and money on something that they don’t want, which is what happened in my case

Dear Elaine,

I absolutely agree with you. It would be ideal to send promotional offers only to players who are eligible. Unfortunately, emails can be generated automatically or sent by a third party. My only recommendation would be checking with the customer service before depositing any funds into your account if you will be entitled to redeem any bonus, that way you will avoid any misunderstanding in the future.

I'm sorry I couldn't be of more help in this specific case. Please let me know if there's anything else we could try to help you with, otherwise, I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Dear Elaine,

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

Unfortunately, after gathering all the necessary information we are rejecting this complaint us unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.