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Lucky Red Casino - withdrawal denied, contiuosly!

RESOLVED
posted on September 18, 2012.

The following is a transcript of your chat session.

General Info

Chat start time Aug 31, 2012 7:13:54 PM EST

Chat end time Aug 31, 2012 7:22:44 PM EST

Duration (actual chatting time) 00:08:49

Operator Jon

Chat Transcript

info: Please wait for a site operator to respond.

info: You are now chatting with 'Jon'

Jon: Hello, how are you today?

Jon: let me look

Jon: we still need a copy of your ID, utility bill and credit cards

Barry : I have submitted that once with the form. Did it not come through

Jon: the note from the cashier only states we got the actual faxback form

Barry rell: I will forward a copy of that tonight. After that how long before I will see it reflected in my accounts

Jon: the cashier is not back in the office now till monday morning

Barry : O.K. does that mean it will be reflect by monday night or will it take more time than that?

Jon: usually it takes 1 working day for the documenst to be checked

Barry l: and

Jon: then you will be informed and then you can start making withdrawals once approved

Barry : So after Tuesday assuming that the documents go through I can ask for a withdrawal. Once I make the request how long will it take to be reflected back in my account. Make your best gues here. 1 hour a day 2 days week?

Jon: once approved 3 - 7 working days to be with you

Barry : Thanks, Hope you have a great weekend!

September 14

tarpspod1: Got it, many thanks. Does my account at the lucky red mean that an account at this casino is already verified for withdrawals if I win any money?

Ola: Your acct at Lucky Red is fully verified, And like I said you won already there. You have pending withdrawal request at Lucky Red acct

Ola: It should be processed for you on Monday

tarpspod1: Well, its a Pending withdrawal until next wenasday! So back to my question, does that mean that if I play on the Club world casino site my account is already verified for withdrawal of any winnings?

Ola: Yes, it is verified automatically

tarpspod1: Many thanks for your patience and consideration.

Ola: My pleasure to assist you !

Date Transaction Amount

9/14/2012 6:50:18 PM PAY MY CARD Withdrawal Requested ($400.00)

9/14/2012 7:37:46 AM PAY MY CARD Withdrawal Declined $400.00

9/12/2012 2:13:22 AM Coupon declined

9/12/2012 2:13:22 AM Coupon 'COMP0015YCNFK' requested

9/12/2012 1:36:32 AM Coupon 'COMP0015YCNFK ' redeemed $15.00

9/12/2012 1:36:32 AM Coupon 'COMP0015YCNFK' requested

9/12/2012 1:21:19 AM Redeem Comp Points Deposit Approved! $55.56

9/12/2012 1:21:19 AM Redeem Comp Points Deposit Requested $55.56

9/11/2012 8:15:49 PM PAY MY CARD Withdrawal Requested ($400.00)

9/6/2012 6:37:46 AM PAY MY CARD Withdrawal Declined $600.00

9/6/2012 3:15:54 AM Courier Cheque Withdrawal Declined $1,500.00

9/5/2012 10:42:34 PM PAY MY CARD Withdrawal Requested ($600.00)

9/4/2012 4:29:21 AM PAY MY CARD Withdrawal Declined $1,000.00

9/3/2012 11:27:28 AM PAY MY CARD Withdrawal Requested ($1,000.00)

9/3/2012 11:26:27 AM Courier Cheque Withdrawal Requested ($1,500.00)

9/3/2012 9:01:34 AM PAY MY CARD Withdrawal Declined $1,000.00

9/3/2012 9:01:11 AM ACH Withdrawal Declined $1,000.00

9/3/2012 7:49:48 AM Courier Cheque Withdrawal Declined $780.00

9/2/2012 1:15:07 AM Courier Cheque Withdrawal Requested ($780.00)

8/31/2012 8:36:07 AM ACH Withdrawal Requested ($1,000.00

8/31/2012 8:35:13 AM PAY MY CARD Withdrawal Requested ($1,000.00)

8/31/2012 6:45:27 AM PAY MY CARD Withdrawal Declined $700.00

8/31/2012 6:45:27 AM PAY MY CARD Withdrawal Declined $300.00

8/31/2012 6:44:43 AM ACH Withdrawal Declined $1,500.00

8/31/2012 6:44:43 AM ACH Withdrawal Declined $500.00

8/31/2012 1:12:12 AM ACH Withdrawal Requested ($1,500.00)

8/31/2012 1:11:57 AM PAY MY CARD Withdrawal Requested ($700.00)

8/30/2012 10:02:37 PM PAY MY CARD Withdrawal Requested ($300.00)

8/30/2012 10:00:59 PM ACH Withdrawal Requested ($500.00)

8/29/2012 12:47:09 AM ACH Withdrawal Cancelled $400.00

posted on September 19, 2012.

I believe the withdrawal was denied so many times as we did not have the documents required from you to be able to cash out.

When we did get them, the quality was poor so you were asked to take a photo of the ID you provided, so that we can confirm your account.

I see the withdrawal is currently pending so all seems to be going through.

posted on September 19, 2012.

Sent Original Fax on Monday, 8-27-12: Was not told the paperwork was not good until Friday, 8-31-12, when I asked why the request for withdrawal was cancelled. Was not told the paperwork was not good until that time. No e-mail to my personal account or to the e-mail account for the Casino stating I needed to send anything else in.

Sent a second copy in from another fax machine : Monday 9-2-12, was not told that paperwork was not good until the request for withdrawal was denied again on Friday, and I called to find out why on 9-7-12. Again No e-mail to my personal account or to the e-mail account for the Casino stating I needed to send anything else in.

Sent an E-mail with all the correct paperwork on Monday 9-10-12 and did a follow up phone call to cashier. Account was cleared as correct and all paperwork was right. The Customer service agent also said that she could clear funds to be withdrawn at that time, Requested a withdrawal of funds the following day 9-11-12. Request was denied on Friday 9-14-12. Called and was told again that the account was not correct and the cashier would be out until Monday.

Called Monday 9-17-12 and was told that the account was not correct. When I said it was cleared the previous Monday by the cashier, she checked and it was then acknowledged that it was a good account. Requested a withdrawal of funds again.

To date: 9-19-12 the funds have not been cleared for withdrawal. Your online operators are great, your follow through ....Not so good!

For the sake of good customer service I would have expedited the refunding of the customers money and issued an apology for the bad service.

I will wait and see if the funds clear on Friday or I have to call again on Monday?

posted on September 19, 2012.

Follow on from above.

The latest denials for withdrawal fro the casino.

For an account that was cleared as good on the 14th of the month.

9/19/2012 8:15:32 AM PAY MY CARD Withdrawal Requested ($400.00)

9/19/2012 7:49:11 AM PAY MY CARD Withdrawal Declined $400.00

9/14/2012 6:50:18 PM PAY MY CARD Withdrawal Requested ($400.00)

9/14/2012 7:37:46 AM PAY MY CARD Withdrawal Declined $400.00

posted on September 20, 2012.

Hi, looking further into this, your withdrawal is for $400.

Upon making your first deposit of $100, you took the 400% welcome offer giving you an extra $400 to play with.

These bonus amounts are non cashable, if cashier were to process your withdrawal it would leave your balance at zero. So basically no funds are due to be cashed out.

This is the reason why your withdrawals are being declined. Each time this is declined an email is sent to you to request that you contact us to discuss.

posted on September 21, 2012.

O.K., Got that you gave me a 400 dollar bonus when I made my original deposit of 100.00.

Also got that you would have a play through, in my case of 12,500.00. Which I did clear.

Made my original request for withdrawal with a lot of money in the account, but was never told that I needed to replace/pay back the 400 bonus. But to wait until I ask for the last 400 in the account?

O.K. I can also live with that. Every bodies got to make a living.

But to date I have not received a single e-mail about my withdrawals or that their was a paperwork problem. The only time I have had any conversations about my account and paperwork was when I called asking why my request for a withdrawal was denied.

I have received an e-mail every day about a playing bonus and/or advertisement. So somebody in the organization does have my e-mail correct.

But to date I have not received a single e-mail about any problems with my account.

Again, I have not received a single e-mail about any problems with my account.

If I had, I would not have complained on this forum or any other.

And I will stress again that if a single e-mail that you supposedly sent had been received by me I would not have chosen this forum to complain. Nor have I received an email of explanation outside of this forum. So maybe you should recheck your response process or my e-mail.

I look forward to any response via that e-mail address! If I do not respond to any e-mails, you do not have the correct address!

Further, thank you for an explanation that I understand. Not that I am happy with it, but at least I can understand the explanation!

I still feel an apology is owed for the hassle and wasted time, due continual bad communication on your part!

With your previous response I will consider the matter closed.

posted on September 21, 2012.

We do apologise for any inconvenience caused. With the denied withdrawals, the system should automatically send an email to request that you contact the cashier or CS team.

If this is not happening, again we are sorry but we will get that looked into to check the status of that automated process.

Should you have any further questions please do not hesitate to contact our CS team.

posted on September 24, 2012.

The casino has answered my questions. They did not explain the flaw in the system that was supposed to do any follow up on denial of my accounts. But the rest was explained with an apology for the problems.

The matter is closed.

Thanks for helping me get some resolution when the Casino was not helping.

AskGamblers
posted on September 24, 2012.

 Complaint solved!