Lucky Creek Casino - Refusing to pay

RESOLVED
Hafiz Raditya United States
posted on February 29, 2016.

I won $1000 from a $25 new player bonus at Grand Eagle, I've met the playthrough requirement. Then I transferred the money to Lucky creek casino and decided to play there. When I requested a withdrawal for $950 there, its voided and they took the money! I just read the terms and condition about max withdrawal from free bonus which is $100, but they took all of the money without even pay me the max amount for withdrawal from free bonus or whatsover. Thats not fair, they said i claimed multiple free bonus. That was my first new player bonus at Grand eagle, and at lucky creek i have had only 2 bonus which one for new player and another one because i made deposit

posted on March 3, 2016.

Dear Player and AskGamblers,

Thank you for your post.

We have investigated your case and concluded that there were a number of factors that resulted in the winnings not being paid.

Firstly there were duplicate accounts registered with the same details and originating from the same IP address which is against our terms and conditions.

Then free bonus claims occurred on all registered accounts in particular the duplicates from the same casino brand Lucky Creek. As per our terms and conditions regarding multiple free bonus claims the casino will void any winnings that occur after multiple free bonus claims where no deposit is made.

As we like to operate transparently while providing the best service possible to all our players, we must at all time adhere to the terms and conditions we have in place as that in itself sets a precedent for working fairly and honestly. Now although your winnings were voided on this occasion your account is still active and open to continue playing.

After your next deposit if there is any winning balance in your account you will be able to withdraw and of course the Casino will process without hesitation provided that all standard terms and conditions are adhered to from both parties involved.

If you would like more information please feel free to send a mail to [email protected] and mark the email for the attention of James Matthews. I will be happy to assist further.

Thank you for your time and understanding.

Yours faithfully

James Matthews
Lucky Creek – Senior Host
[email protected]
www.luckycreek.com

Hafiz Raditya United States
posted on March 3, 2016.

Hi, yes I made another account before. But I just cant log in. I've changed the password, but when I was trying to log in with the new password for [email protected] it says that incorrect. Thats why i made another account which is the one im using, I only got two bonus on that account, one for new player, another one because I made deposit, i've made several deposits too on that account at lucky creek while at Grand eagle that was my first bonus

Hafiz Raditya United States
posted on March 3, 2016.

Thats where I thing you played me, you said it will void after multiple bonus without deposit. Here's i attach you can see, what's that called if not deposit then?

Hafiz Raditya United States
posted on March 3, 2016.

You can clearly see my statement, no deposit huh?

posted on March 3, 2016.

Hi Player and AskGamblers,

Thank you for your response.

Please note that even though you made deposits which we always appreciate the initial winnings were won off a free bonus which you transferred from your Grand Eagle Casino account to your Lucky Creek account. However at the same time duplicate accounts were registered by you and additional free bonuses were claimed on the duplicate accounts by you.

If the winnings resulted from one account where you only claimed one free bonus and made subsequent deposits which you did, then your winnings would certainly have been processed as you complied with all our verification requirements.

Please let me stress that the initial winnings were as a result of a claim on another account and of course factoring in the duplicate accounts and additional free bonus claims the winnings were voided as that breached our terms and conditions.

I trust that explains it in more detail.

Please feel free to contact us should you have more questions.

Yours faithfully

James Matthews
Lucky Creek – Senior Host
[email protected]
www.luckycreek.com

AskGamblers
posted on March 5, 2016.

Dear @fb_10­205­749­325­467558,

Are you satisfied with the casino's explanation? Please be informed that in case you fail to respond within the given time frame we will consider this case as resolved and officially closed. Thank you.