This is what I call professional and responsible Customer Support.
Keep up the good work!
Lucky Red Casino Free $50, no pay out.
I have a few things to say about this situation, first why did I received an email with the promo offer of the $50 free play if I had an account with luckyred, them I enter my information to register and I still can make a new user an account with luckyred and got $50 to play, them play for several days with an incredible winning of credits, I played 35 times them bonus offer, still I never got an email saying that I have a double account with luckyred, rich the $3,700 amount and send documents to validated the account, then I received the email that after research you found that I had an account back in 2009.
I do understand your policy on no double account, but how come with the technology that you have in software you did int found this out from the beginning, why wait till the player wants to cash out in order to research?
I don't believe that if we have the technology to watch TV on a cellphone or gamble on a cellphone, luckyred did not saw from the registration process that I already played in this casino. so for me its a mistake as well from the casino and should had handle better the out come of this situation.
I work in management for the Hospitality and Restaurant industry and when a guest does a mistake that was allow by a mistake of the restaurant, we address it and at less comp in some way the situation, the reason for this is that you want loyalty from your guests, if you dont take care of them, they will go somewhere else, there are a lot of restaurants out there. Same applies here, there are a lot of others online casinos, and you will lose players for mistakes like this, luckyred said that they want to show credibility as a leading online casino. this is not helping at all. How in the world I would like to deposit money into luckyred casino.
I would like to see if you can pass or forward this email to your supervisor or main manager, because I think luckyred should have catch this from the beginning and not let it go so far till a player wanted to cash out.
waiting for an answer from management.
Da: Lucky Red Casino Support
Inviato: Martedì 25 Settembre 2012 8:35
Oggetto: Regarding your account
Hope you are well.
Unfortunately your account username pactheft1 has been closed and these winnings have been void as we only allow one account to be opened with us per household/computer/IP and you have already opened up an account with us and made a couple of deposits this was back in 2009 and that is may be why you had forgotten about this account.
I can see on this account where you made deposit on username mosca89471 you have a different address and email so to be able to access this account please just send us your old and new email address and we can change this for you and also if you can send any old bill with your address back in 2009 and then a recent bill then we will be able to update this account with our new address for you.
If you have any issues with this at all please get in contact with us and I will be able to go through this with you.
Please do not hesitate to contact us with any questions or queries.
Hi thank you for taking the time to share your experiences with us all.
I will address your issue in order...
First off, why you received the $50 free chip. As with many casinos, Lucky Red uses third parties to promote our casino to players. These 3rd parties do not have access to the casino player databases so they do not know who already has an account with us. This is down to the player ultimately.
The subject of double player accounts is pretty straight forward and one that every player recognises or should do.
We have taken measures to prevent multiple accounts from being opened and this has drastically decreased the number of accounts that are opened by accident or fraudulently.
The technology is in place. It can be tightened up, however we would then potentially lose new players by preventing them from signing up.
However, I compared your previous account to your latest one and most of the details are different, so identifying your multiple account was a lot harder to complete with the technology. Further checks were required. I
If you consider the number of new signups the casino gets on a daily basis, it would be impossible to manually check each and evey account, this is why the checks are done when players cashout, this way we are checking the players that are actually active.
Any news here?
Can we close this complaint?
Lucky Red Casino came back to me with their explanation that there are way to many player to find out that I had opened another account with them, and thats way they Voided my wnnings of $3,700 with my started bet amount of $50 free play. They credit me as a cortesy $40 and of course they didint last at all, so the final impresion is that in this online gambling industry you as a player can dispute must like it anything. They are tottaly correct when they said that it shows on their terms of play that every player can only have one account, but dont tell me this after I have played for more than 3 weeks and my balance have go as high as $3,700, hitting bonus after bonus and jackpots.
I have lost my trust on Lucky Red Casino and will not play again on it, theres are way to many options out there on the internet.
With all my heart thanks for the free $40 that I was awarded and lost really quick, (no wonder)
free money on Lucky Red Casino dosent mean Free play money if you win big!!!!
Good Luck. (No Lucky Red Casino)
Yes please close this.
pactheft1, please update us what's happening with this complaint?
Due to inactivity of the submiter after so many chances given for response, this complaint can be considered withdrawn and case solved!
Leave your comment about this complaint
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