LadyLuck's Casino - Closed account and avoided contact

RESOLVED
Mrandmrspage United Kingdom
posted on October 26, 2015.

My husband self excluded on his account, I then logged into mine to find it blocked I emailed ladylucks who emailed me telling me they would get back to me. 24 hours later they emailed saying they closed it as my husband self excluded it automatically excludes all accounts at that address, not telling me what they have done with the £60 balance on my account I had just deposited I've since emailed them four times asking them with no response, I also held I moobile account which is the same company I had a pending withdrawal request on this account and since it's now closed also I have no idea what is happening with this customer support are the worst I have ever dealt with totally refusing to answer emails and then when they do they give limited answers to what they want to answer.
The most important thing to me is where is my money!?? And they are refusing to answer me avoid!!! All brands to do with probability Gibraltar!!!! Ladylu­cks­,mo­obi­le,vip and so on!!!

AskGamblers
posted on October 31, 2015.

Dear @Mrandmrspage,

Any update regarding your complaint? Thank you.

AskGamblers
posted on March 14, 2016.

The complaint has been reopened upon the casino's request and we would like to give it one more chance for a successful resolution.

posted on March 15, 2016.

Hi @Mrandmrspage,

Could you kindly contact Sarah our VIP Manager on 00447577950469? She will look into the matter ASAP and revert with a resolution.

Regards;

LadyLucks

Mrandmrspage United Kingdom
posted on March 15, 2016.

Don't really know why lady lucks re opened the complaint? It was resolved a couple of weeks later by a manager at lady lucks they did pay the money they owed however after rating probability as the number one site in the uk I would now totally take this back and never will I use them again nor recommend them between me and my husband we have probably spent 20k with them but that means nothing to probability as they only dealt with my complaint after I sent them several formal complaints threating them! I am not happy with the level of service to the reason they used that they didn't pay out was because my husband self excluded apparently that means anyone at that address is therefore self excluded? So they closed down all accounts! Very poor customer service my only recommendation would be to avoid the probability group at all costs!

AskGamblers
posted on March 15, 2016.

Based on player's last comment, we consider this case as resolved and it is now officially closed.