UK Casino Club - Player is experiencing an undefined problem.

This is a unusual problem Its the game 777 big builder I was playing that game for a number of months and I achieved a high level as the bonus in the middle never came down from the start since I played it It would have come down just like another similar game that I played prior to this one came down I am in Ontario so My Uk casino account changed out of the blue to Luxury casino using the same account number but I was also told from support team that If i was no tin Ontario I could log into my Uk casino with the achievement's saved on my Uk account This is not true as I was in Alberta visiting my sister and did log into my uk and not saved it shows its started from the beg no achievements have been there its been removed not air and its illegal to do that to a player

Dear mp8215mulready,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information. Could you please elaborate?

Do I understand correctly that your permanent residency is in the UK but you accessed the casino while on vacation in Canada?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

no, you misunderstood the situation YOUR NOT UNDERSTANDING

I am living in Canada Ontario and have played UK CASINO FOR OVER 15 YEARS but Ontario gaming has come into effect so when I logged into my UK casino account it gave me luxury casino still one of their brother casinos I have the same username but I was told from support team if I ever am not in Ontario and elsewhere I can log into my UK CASINO WHICH I had for so many years and see my achievements in the game 777 builder and I was in Alberta for vacationing and logged into my Uk got to see my account and my 777buildre as been removed all the achievements they took the achievements out and have started me from scratch which is not allowed it is fraud to do that to a player

I would like to state this is a really tricky problem as not many casinos would do this to a player when your playing the games online casino games any achievements that a certain game has is always saved and never would it be taken out so your not able to see where you left off when the game has achievements after you reach a level of credit being played you will get the achievements when it actually falls If you see the game level for 777 builders in the middle is the prize and if you continue to play the game for almost a year and the middle prize keeps rising and it does not come down eventually it has to come down just like this other game that I played cluck chicken it took me months but it came down after playing with it for months but eventually 7k came down it was really high as it never fell down at all but it did after achieving the level it took me over 6 months now the game I am talking about is 777builder and it was real high one mornig woke up and it was gone the acchevements they started me rom strach remvoed all my acchevements and gave me LUXCURY CASINO and told me if I ever was in anyhwer else but not ontario I ould be able to log into my UK casino account and see all my accheivements I did go on vacation to ALberta and log into my Uk and all my acchevement for 777builder in UK casino is gone so for sure you an help me as this is fraud on the UK casino part

I think I understand a bit better now.

Could you please advise if any progress in your games was carried over from UK Casino Club to Luxury Casino?

no it was not also when I was in Not Ontario meaning still in Canada but not in Ontario Alberta to visit my sis I did and was able to check my Uk casino account and as per the chat group They said all my achievements were saved there and they lied to me its not I am back to the beginning 777builder is back to the beginning

Dear mp8215mulready,

Could you please advise if you have saved any screenshots of your progress in 777builder in UK Casino Club? If yes, could you please forward them to petronela.k@casino.guru?

I did not as I never imagined they would do this this I could or still cannot believe they did this to me a nightmare as for exactly 6 months I played it and the middle will come down but if it does not it gets bigger and bigger It never came down for the 6 months I was at say 6 dollar bet the middle was at 17,000 but now the same 6 dollar bet is 30 dollars they took it all out and started me from the very beginning They even lied and said if I was ever in another country not Ontario I could get to log into my uk casino and see the achievements exactly where I left off but nope its all gone I was able to log into my uk as I went to see my sister in Alberta and saw they lied to me its restarted from the start with no achievements where I left off playing it for over 6 months One thing for sure In UK casino club I played from June 2022 almost every other day or so till all the way to November then they took my uk and gave me luxury casino using the same log in and told me its saved on the UK but I already told you I got to log into my uk and its not true its started rom the begging Its now is if I never ever played the game

If you do not have any supporting evidence, could you please advise if you have saved at least any relevant communication?

I HAVE TALKED TO THEM NUMEROUS TIMES AND NONE HAS BEEN SAVED

here is when it first happened I was so upset as for months I played 777builder and was so high it was over 10k for 4 dollar bet each bet moves the money that when it comes down it moves it up for a higher bet

here is my email to them

 have to say after a number of years playing with your casino never have I felt so dumbfounded with what has happened in the last two weeks It is very scary to know that my Uk account was stripped from me I had achievements on that game you're aware of over 10,000 to eventually come down as I worked all summer achieving that game to the level never would I dreamed you would take it out from under me and put another one to replace it with nothing of play That to me shows me that you guys cannot be trusted I am beyond upset with this as I could have had bets in play with Uk but no just one day it's not UK but LUXURY CASINO THERE IS NOTHING YOU CAN SAY TO ME THAT WOULD EXPLAIN STEALING MY ACCHEVMENTS AND TAKING MY CASINO UK AND REPLACING WITH THIS OTHR ONE TO ME THAT IS NOT ONLY HURTFUL BUT MY TRUST IS GONE ..My casino classic is still there but no it had to be UK where my 777builder was of course so now moving forward I have now started playing a casino that gives winnings within 1 hour and I am beyond disappointed That I wasted months achieving this level to the game 777 and knowing that it might take another week or months or hours but that money would have come down just like the game that I played for weeks chicken cluck game that did come down at 7,000 so you see I cannot trust you guys and the chat disregards my inquiry making light of this situation it is not something that is allowed to take a game away and start it from scratch TO WHOM IT MAY CONCERN I WOULD HIGHLY ADVISE TO PUT MY GAME 777BUILDER BACK ON WITH ALL MY ACCHEIVEMNTS YOU HAVE LSOT A GOOD PLAYER OTHERWISE 

From: Casino Rewards Help Desk <support@crhelpdesk.com>

Sent: November 10, 2022 5:22 AM

To: mp8********ady@hotmail.com <mp8********ady@hotmail.com>

Subject: RE: Re: Ticket to Riches

Hello P******,

Thank you for email and apologies about our live chat not being able to help you resolve this query. 

I've had a look at your game session and transaction number which you can review in your Game History.

I can confirm the payout was credited to your balance when the bet got stuck on 03/11, and when you were able to access the game again on 08/11 the game was just displaying the winnings that were previously added.

The original Session number you have to look for is 7227739 and the Transaction Number is 243. There you can see the total Payout was $247.50 and your closing balance $420.72. With that balance you moved on to the game Cash Printer Heist and placed a $5 bet brining your total balane to $415.72.

To review this session you have to navigate to the date 03/11/2022 (in your Game History it is displayed as 11/03/2022). Make sure to click on "Show Detailed Statement" at the top once you open the session to be able to see all transactions. 

Below you can find detailed instructions on how to access and navigate your Game History:

Game History is a tool within the casino that records every bet and transaction you made on your casino account during the last 100 days. Every time you enter your casino account a new session number will be recorded and every time you make a bet, redeem bonus, make a deposit or a withdrawal a unique transaction number records the transaction. This allows you to check every bet you made and the result of this bet.

If you could be so kind as to access Game History through your casino account, you will be able to find the session and the transaction, which will allow us to verify your request and forward these details to Microgaming for further investigation if necessary.

For the easiest way to access your Game History on your device, please follow these steps:

- Log in to your casino account

- Click on the little icon of the person in the top right hand corner

- Click on ‘Game History’

- Select the ‘Time Frame’ of the game session you are looking for

- Click on ‘Go'

- Navigate to the Session you want to open and click 'View'

- Select 'View Detailed Statement'

- Navigate to the Transaction number and click"'View'

If there is anything more I can do for you, please let me know.

Our Customer Loyalty team is always here for you - 24 hours a day, 7 days a week, 365 days a year.

Thank you and kind regards,

Tamara

Customer Loyalty Team

i WANT TO MAKE A COMPALINT FOR THE GAME 777BUILDER IN MY UK CASINO I WAS OUT OF ONTARIO FOR 2 HOURS I LOGGED INTO MY UK AND THE 77BUILDRE ALL THE ACCHEVENTMTS WERE GONE NOTHIG WAS SAVED PLEASE FIX IT TO WHERE I LEFT OFF IT WAS HIGH AND YOU K WOW WHAT I AM TALKING ABOUT IF IT DOES NOT GET FIXED THEN I WILL AHVE NO CHOICE BUT TO BRING THIS MATTER TO THE GAMBLERS ANNOUMOMS OFFICIAL LOGE A COMPLAINT AGAINT YOUR CASINO WHERE EVERYONE WILL SEE WHAT YOU GUYS DID TO ME ITS NOT FAIR AND NOT RIGHT NO CASINO HAS AUTORITY TO DO THAT TO A PLAYER AFTER PLAYING FOR MONTHS AND EVERYTHING IS SAVED NOT WPED CLEAN TO AS I NEVER PLAYED THAT GAME FIX IT NOW 

From: Casino Rewards Help Desk <support@crhelpdesk.com>

Sent: November 9, 2022 5:48 AM

To: mp8********ady@hotmail.com <mp8********ady@hotmail.com>

Subject: Ticket to Riches

Hello P******,

Thank you for contacting Casino Rewards customer support.

The issue on the game Ticket to Riches should be fixed. Could you please try to access the game again and let us know if the issue has been resolved on your side?

If there is anything more I can do for you, please let me know.

Our Customer Loyalty team is always here for you - 24 hours a day, 7 days a week, 365 days a year.

Thank you and kind regards,

Tamara

Customer Loyalty Team

Casino Rewards

All my emails about 777builder to them are not even mentioned they mention another game that was frozen but I already had that fixed any time I email them to talk about the 777builder chat group says to me if I ever leave Ontario and go to Alberta any other place but Ontario I would be able to log in my Uk and play the game with the achievements saved I did that logged in when I went to visit my si she lives on Alberta, not Ontario I logged into my Uk and 777builder not saved it starts from scratch 100000% they are lying to me

they avoid the question all together They have restarted the game from scratch

this is 777builder and when I played it from all summer of 2022 from June 2022 all the way till October 2022 it was achieved to the highest level as it never once came down the money in the middle never once this is now they have restarted from scratch

a 6 dollar bet showed it being 10.000 now its very low 40 dollars make it clear my UK account where I played it is from scratch and they told me the achievements from UK has been saved there but not true when I was not in Ontario but Alberta still Canada it is from scratch

Thank you very much, mp8215mulready, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

thank you Petronela

Dear mp8215mulready,

I have read through the thread and I understand the situation. I’ll contact the casino and try my best to resolve the issue.

I would like to invite the representative of UK Casino Club to join this conversation and participate in the resolution of this complaint.

Thanks Andrej

would like to add I have been a player of theirs for over 15 years and never would I imagine that after all these years they would take away my achievements for that game its very very unfair 777 BUILDER I would to add after taking off all the achievements on that game for that game and starting me from scratch as I have never played it it also has changed with the bet you can no longer bet high on it as I really just want my achievements back now for the 6 dollar bet that middle number was not 60 dollars it was 10,000 I had played it from May 2022 all the way to October 2022 every single day the middle amount that eventually comes down never once came down not once and it was so high I knew that it would as the cluck chicken is the same type of game I did get that one and it came down after it hit 7k I got that in May of 2022 after playing that game for 2 months it finally came down never thought they would take the 777builder achievements from me and please do not say that its in UK and when I am out o ONTARIO I can play it as that is not true I have gone to Alberta to visit and logged into my UK and that is the same starting from scratch like I never played it So I want a resolution by giving me back the 777builder to where I left off its not fair and cruel to do that

Unfortunately I am about to get on a plane to a conference and will not be able to follow this up until i return next week.

Player - can you please confirm that while out on Ontario you are going to the uk casino club website and logging into UK casino club with your username and password? If not, please try that. I believe it will not work if you are still using luxury casino to log in outside of ontario.

Once we get the answer then i can have this sorted next week if it is not working. Thanks.

My problems are that my achievements have been gone from 777builder it been restarted from the beginning as I have never played it even when I do go into Alberta it s not Ontario I have logged into UK and my achievements are lost not there So the solution is to go from August 2022 and see all the achievements from 777builder to October Nov 2022 the day you changed me to Ontario Luxury is the day you guys took all my achievements from that game

Hi again

Can you please tell me which URL you are going to before you log in while you are _outside_ ontario? I believe this is a cross play issue. I need the URL, nothing else.

Please disregard anything else. I need to know the answer to the above before i can help you. If you are unable to answer this question I can't do anything else.

Why can you not move all my achievements to luxury casino as you gave me that casino with the same id number as my original username now I Was ABLE TO LOG INTO MY ORRIGINAL ACCOUNT UK CASINO THAT HAS 25 CENTS IN IT AND THAT IS WHERE MY ACCOUNT WAS FOR ALL THESE YEARS WHY DID i NOT BE ABLE TO KEEP THE SAME ACCOUNT BUT AM ABLE TO KEEP CASSINO CLASSIC WHY NOT UK CASINO WHERE IS MY ACCHEIVMENTS ALL GONE FROM UK CASINO YOU KNOW WHICH ACCOUNT IT S ITS FLASH VERSION AND IT HAS 25 CENTS YOU GUYS TOOK ALL MY ACCHIEMENTS FROM ME THE GAME IS 777BUILDER INVESTIGATE AND SEE HOW LONG I WAS PLAYIING IT AND HOW FAR I GOT IN THE MIDDLE THE MONEY COMES DOWN IT MIGHT TAKE SEVERAL MONTHS BUT IT WILL COME DOWN IT WAS VERY HIGH LIKE EXTREMELY AS IT NEVER CAME DOWN BUT GUESS WHAT I LOGGED INTO IT IN OCTOBER AFTER PLAYING THAT GAME FROM MAY 2022 ALL THE WAY TILL OCTOBER 2022 AND THEN YOU TOOK IT ALL OUT

THE CASINO IS UK CASINO AND IT HAS 25 CENTS IN IT THE CHAT TEAM SAW MY UK YOU VAN FIND IT AND LOOK AT THE HSITORY FOR THE GAME 777BUILDER FROM JUNE TO OCTOBER YOU WILLS EE THE ACCHEIVMENTS AND WHERE THE GAME WAS AT BEFORE YOU RESTARTED IT FROM STRATCH

Hi again

I've asked you a question as I'm trying to troubleshoot for you. I believe you are logging into the wrong website and that's why you cannot see what you're looking for.

However, if you are not willing to cooperate then I am not wasting my time here. I would suggest this is likely why you stopped receiving help from support too. If you cannot answer a question, noone will help you.

Casino Guru please close this complaint however you see fit. I have better things to do than waste my time with these kind of complaints and IMO these just diminish the service you offer here. No rep wants to spend countless hours trying to get an answer to a simple question.

Player you can go to the ADR if you are not happy with this resolution. I will not be helping.

Thank you, UK Casino Club team, mp8215mulready, for the replies.

Dear mp8215mulready,

To proceed with your case, I’d like to kindly ask you to follow the casino representative’s instructions and provide the URL – link to the website you’re accessing your UK Casino Club account from when outside of Ontario. Is it https://www.ukcasinoclub.eu? Please understand that without your full cooperation, we won’t be able to find a solution to your inquiry.

Dear casino team,

We understand your point of view, but could you please advise if, as suggested by the player, it would be possible to transfer all achievements in 777 Super BIG BuildUp Deluxe from her gaming account at UK Casino Club to her account at Luxury Casino?

Hi Andrej

The achievements are inside the correct account if the player is logging into the correct casino website.

This is why I am trying to figure out where the issue is.

Achievements cannot be transferred between accounts. The player will need to log into the correct account to see them.

YoU are wrong I did log into my uk but it brings me straight to luxury casino a lie of I cannot play Uk when in Ontario so I made a trip to Alberta where my sis lives and logged into my uk and there gone You seem so rude to me I have logged into my Uk and the achievements are gone

As I said, please supply the URL you are using to log in while you are outside of Ontario.

If not, I can't help further, and I won't be posting any more.

Cheers

here is the picture of my UK account the one that all my achievement for this game was on and you can clearly see all my achievements is gone it was over 10,000 for the same bet I played that game for everyday for 6 months and it was very high as it never once came down the money in the MIDDLE NOW YOUR ATTITIDUE SEEMS REALLY RUDE LIKE YOU WANT TO CLOSE THIS WHEN YOU KNOW YOU GUYS TOOK ALL MY ACCHIVEMENTS AND PUT ME TO LUXCURY CASINO BUT YOU THOUGHT I WOULD NOT FIND OUT SAYING THAT I GO OUT OF ONTARIO MY ACCHEIVMENTS WILL BE THERE IN MY UK ACCOUNT BUT ITS NOT AS I CHECKED ITS NOT THERE SO WHAT ARE YOU GOI G TO DO TO FIX THIS ITS NOT FAIR AND WILL NEVER BELEIVE YOU GUYS AGAINNTHAT IS NOT HONEST CASINO TO DO THIS

THE RUDNESS IS BECAUSE YOU KNOW WHAT YOU GUYS DID TO ME NO CASINO AS ANY RIGHT TO DO THIS IT UNDER THE REGUALTIONS AND CASINOS ARE FORBIDEN TO DO THIS TO THEIR CUSTOMERS SO FIX IT i WANT YOU TO FIX THIS OTTHER WISE WILL SEEK LEGAL HELP TO INVESTIGATE THIS

I am not being rude. I have tried asking a question multiple times that you are not answering, and now you are wasting my time. I don't believe you actually want this issue resolved, I believe you just want someone to argue with, and I don't have time for that unfortunately.

Andrej - all yours. I'm done here.

URL IS MY MICRSOFT EDGE OR GOOGLE BOTH GET ME TO UK BUT SINCE i AM IN ONTAIO IT BRINGS ME STATIGHT TO LUXCURY BUT ITS WWW.UK CASINO BUT NOW AS I AM LOGGING INTO MY UK IT AUTOMATICLALY TURNS INTO LUXCURY BUT WHEN I WAS IN ALBERTA NOT IN ONTARIO IT GOES TO MY UK I HAVE IN THERE UK CASINO 25 CENTS THAT IS WHERE 777BUILDER BUT ITS STARTED FROM THE BEG TOO THE ACCHEVMENTS ARE GONE

My question is, what is the URL when you are *not* in ontario. If you are in ontario right now, we will not be able to resolve this issue.

Inside ontario, you must play on the regulated software, and unfortunately due to software constraints we are unable to transfer achievements across to a migrated account. This is not a UK Casino Club issue, this is a Microgaming issue. We have no control over that.

If you are outside of ontario and go to UK Casino Club, please copy and paste the URL from your browser into here and submit it. Thanks.

UNFORTUNATE FOR YOU YOUR NOT DONE AS i HAVE PUT LOT OF MONEY THIS IS THE URL THAT I GET INTO THE GAME

https://www.ukcasinoclub.eu/en/login/

So you are inside ontario right now?

AS YOU SEE ITS BEEN REALLY HEARTBREAKING TO HAVE THIS KIND OF ATTITUDE FROM A UK MANAGER OR LUXCURY WHAT EVER YOU ARE YOU DO NOT WANT TO WASTE TIME I WASTED OVER 6 MONTHS ON THAT GAME PLUS MY MONEY ITS BEEN ALL THE ACCHEIVMENTS GONE IS REAL MESSED UP MY ACCHEIMENTS ALL GONE THAT WAS MORE THEN A WASTE OF TIME IT WAS MONYE DOWN THE DRAIN AS ITS BEEN RESTATED FROM NOTHING LIKE I NEVER PLAYED IT AT ALL

Stop yelling at me and please answer my question.

No But i came from my sister that is outside of Ontario just 3 hours ago and that is the picture I sent you I logged in and there is 25 cents in there the way I left it and went on 777builder and its from the start just like luxury the same from the very start so that is my answer

I logged in earlier and this is what is there my 777builder is from the start

If you are getting that message above when you are visiting UK Casino Club from *outside* ontario, could you please post your IP address as you should not see that message. Thanks.

I am only getting that when I am in Ontario but as I said before I was able to log in 3 hours ago and it showed me the UK I was able to log in for that time but it was started from the begging can you put my achievements into to my luxury casino as Its gone form UK and luxury as I just showed you the proof

with the picture that picture is from UK casino when I was out of Ontario in alberta

I get that message when I am in Ontario and it logs me straight to luxury but do not get that message when I am in Alberta my achievements are all gone

When you are in Alberta and you log into UK Casino Club, do you get redirected to luxury casino or are you playing inside uk casino club?

I was able to play uk club but did not as I was there to see the achievements of my UK to see where it was as per chat it was saved there but it was not so got to see for myself that it was not there it was restarted from scratch

OK thank you.

Please leave this information with me. I will come back once I have more information.

I have sent you the proof of my logging into my UK from Alberta was able to log into it and there were the 25 cents I have in my account here is the proof of me logging into it took a picture of the 777builder its not my achievements from that game is all gone

what is the resolution what are you going to do need you to investigate the progress on that game is all gone regardless if I am in Ontario or able to log into my UK from Alberta which I did but the game is gone from scratch meaning my achievements are all gone I need the achievements back the whole goal in that game is to build progressor its not like any game its builds and when the middle falls it will be yours then you start all over again but it neve came down but you guys have gone into my account and retarded it from the start not legal to do this please fix it

ok will leave this with you thanks for your help much appreciated

As I said, leave it with me. I need to take this information to another department. I will come back and post here when I have more information.

Ok so I have some answers.

The reason you were not able to see the achievements is because they do not carry over to platform. That means that since you are playing from desktop when earning the achievements, you cannot see the achievements on mobile. If you had logged into your account on desktop in Alberta you can see the achievements.

So, I'm going to put in a service request with the software provider and see if there's anything they can do as a once off.

Can you please paste a list here of all the games that are affected? The quicker I can get that list the quicker I can try to get something sorted out.

Cheers

my only game that is my very concern is 777 builder that is that one I use to play beautiful bones as you see I am a very long time player of yours but lucky I got to play most of the achievements as that game you achieve all the skulls and wants you have them in different bets you get the bonus Lucky I played that before this happen but 777builder is the only one that I have high achievements did you get to see how high it is Its almost impossible for me to leave Ontario but is there any way you can transfer them to Luxury casino that 777builder as your right I had mobile log in but it still showed my same balance 25 cents did not think of that Can we come to a resolution on this

777 builder is my only concern Please and thankyou for all your help did not mean to get off on the wrong foot but really was not understanding the URL until I looked it up to answer as I just have it saved on my laptop UK CASINO CLUB then it directs me to luxury since this has happen in October but before that I was always logging into my UK with no issues

So the only game you want achievements moved if possible is 777builder?

Please confirm.

yes please please yes Please only game

I would be so grateful to you as I really played that game every day for over 6 months achieved the high level in middle s you see I was happy to even play a lower bet and get 1000 as 1.00 bet is around 1 to 2k that would have made me happy I had that and know that it would have come down like the other game that I played before you added the 777builder as a new game I had clucking chicken I got that at 7k after several months of playing it the middle money finally came down do you see that in the history I do not need any other game but 777builder thanks in advance for helping me

Thanks. I will come back when I have more information.

Cheers

Thank you UK Casino Club, mp8215mulready, for your cooperation and patience.

We will wait for further updates from the casino team. I’m setting the timer for 10 days.

I received notification that this should be completed. Player can you please log in on your usual device inside ontario and let me know?

Oh my God god bless your soul you really made me happy thanks a million And to ANDREJ Thanks for taking my case and thanks so much for your help Thanks to the manager at uk / luxury to make this possible I am so satisfied and my problem is resolved please close this its been done Thanks He did it made my achievements back into my Luxury casino

it been resolved please close this file I am so happy that I did not change my good review of Uk casino I really thank you Sir and thanks to casino Guru tooo

Thanks. Just to mention that when you log in outside ontario your achievements will only be there on the same platform that you were playing on previously, and the achievements will be different from those inside ontario as they are regarded as separate casinos for achievements.

Cheers

It will only be inside of Ontario thanks so much I am hardly anywhere else but inside of Ontario thanks again Have a great family day sir

We would like to once again thank both involved parties for their cooperation and patience, and to UK Casino Club for going the extra mile to fulfill mp8215mulready’s request. Your approach is much appreciated.

Dear mp8215mulready,

I’m very glad that your inquiry was resolved to your satisfaction. I will now mark the complaint as 'resolved' in our system.

Thank you for using our Complaint Resolution Center and please do not hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Andrej, Casino Guru