Cancelling payout with no explanation at all

I have been playing here for a couple of months. i always play on the thursday as they have the offer 50% up to 100 euro bonus. This bonus has been every week the same. no max cashout, al u win is urs. untill today apperantly. I win 2700 euro, i try to make the cashout and get the dreadfull email of max cashout is 500. How the max cashout is even 500 with a 200 euro deposit is beyond me but thats not the case. The case is these terms are stated nowhere on the website or in the bonus when selecting. how am i supposed to now they have changed these bonus rules if i cannot find them on the website. after i tried to make the withdraw request and get the email i contacted support ofcourse. i was little annoyed but verry well i tried explaining the situation but the support refused to comply. Al he did was kept reffering to the bonus terms/T&C. As i stated before there was nothing to be found at the moment of playing and moment of making this complaint. There were no terms to be found anywhere regarding the website. The fact that these withdraw terms are beyond scummy for a 200 euro deposit is beyond me. i have attached diffrent photos regarding the livechat and the bonus terms as proof as evidence. https://imgur.com/a/PQjvP6X here is an album of the website terms/livechat.

I am costumer of that Casino for years and I deposited and cashed out many times, verified my account and all deposit methods. Everything was fine. But now, they are not able to pay out the small amount of 100 euros. I chattet with them a lot and they always tell me to use bank transfer for the withdrawal but only Skrill is offered to me in their software. Look at the picture. The agents are not able to solve that small problem until now.

Hello,
Maybe you can help me.
The short form of my problem:
1.I won $ 9000 from Lord Lucky after depositing $ 600, and the casino refuses to pay out on the grounds that I would have opted to block play at Lapalingo.
2.I was not aware that Lord Lucky belongs to Rabbit Entertaiment.
3.I have not claimed a bonus.
4.Lord Lucky only wants to reimburse me for the money paid in, but not my profit (see attachment mail)

Mail from Casino:
1.lordlucky.com Support

Sat, Jul 20th, 15:04 (2 days ago)

to me

Dear Mr. Redl,

We will contact you regarding your account closure at Lapalingo on 05.07.2019.
By your self-exclusion on our casino site you have indicated that you are playing too much for your money and therefore your account has been permanently closed. Since responsible gambling is the number one priority, we are responsible for all of your player accounts associated with Rabbit Entertainment Ltd. stand, permanently disable.
Unfortunately, it can happen that unforseen technical difficulties, a player account was not permanently closed, which was to our regret also with your player account the case.
For these inconveniences, we sincerely apologize to them and at the same time assure them that this will not happen again.
Since you have chosen to take the step of permanent account closure, we would like to refund your $ 610 of deposits that have been deposited into your gaming account in the meanwhile since the game has been blocked.
In order to be able to repay your funds as soon as possible, we ask you once more for your cooperation. We ask that you provide us with the following documents that we need to get the payout process started as soon as possible:
- proof of address - we still need an address proof from you, e.g. a gas, water or electricity bill, a letter from state authorities or bank statement with your name and address, and an apparent date. The documents must not be older than 3 months.
- Neteller Account - A screenshot from your e-wallet portal with the following information: first and last name, account ID number and your home address.
Furthermore, we are obliged to leave the profile permanently closed and to rate the profits as unfavorable.
For more help with responsible gaming or supportive institutions, please contact our LiveChat.

2.
Thomas Redl

Anhänge20.07.2019, 16:53 (2 days ago)

at lordlucky.com
Since they are not willing to pay my winnings, I will hire an attorney for international law.
In addition I will inform the responsible licensing authority and the game software manufacturers about my lawyer.
The mistake lies with them, as they say.
I was not aware that I am automatically locked with Lord Lucky.
For me, the offense of fraud is 100% fulfilled, they are not obliged to withhold my profits.
I have been informed on various online sites, and will possibly make this case public, so the other players are warned.
I will fight back.

3.
lordlucky.com Support
10:15 (29 minutes ago)


to me


Dear Mr. Redl,

Thank you for your message from 20.July.2019. We are happy to help you.

Please inform yourself explicitly at the right contact person, because different sources on the internet unfortunately have no relation to existing laws. We discussed your request internally with our lawyers a few days ago and unfortunately, as already mentioned, we must take the following steps to reimburse the aforementioned deposits in accordance with the law.

All deposits, after a request for blocking due to gambling addiction, are considered void and must be refunded, which of course we want to do directly. We need the requested documents from you. Here we ask you to send it to us by e-mail. Consequently, winnings resulting from such a deposit are, like the deposits, unfortunately not considered valid. Accordingly, there is no question of fraud here. We have to act with caution on such a sensitive issue as the addiction risk, so we asked our lawyers again how your case needs to be handled with the existing legislation. That's what we did in your case.

If you wish to file an official complaint, we kindly ask you to send it to [email protected].

Yours sincerely

I got no - deposit bonus and I won 100 EUR. I made withdraw ( 100 EUR ) and after that I made 100 EUR raw - deposit and I won 590 EUR more. Then I cancelled my first withdraw ( 100 EUR ) and I made new withdraw ( 690 EUR ) ( I made this withdraw 4.3. 2019 ). Lord Lucky Casino never approved my withdraw so I still wait my money. I am pretty sure that I didn`t break any rules so they don`t have any good reason to take my money.

Hello,

I hope you know How to help.
I’ve registrated a account at Lordlucky casino. Deposited 25€ with neteller and made 600€. No bonus.

I’ve submitted my passport, utillety bill and neteller id + proof of payment.

The avarege time to being approved is 3-4 days. They already past.

Also there is no communication with support, not live chat or by mail.

It feels like a scam. But the casino is under malta’s gaming autorities. So I thought it was an Okay casino.

Hopefully you can help me!

My girlfriend recommended this casino to me, although she does not play anymore she said that they are really easy to deal with and she was lucky here in the past so thought I would give it a try. Made a deposit of 20 euros on Saturday 26th May, but when I tried to play several games I was redirected to an error page (submitted here in attachments). I submitted personal documents and sent a message to them explaining that no games were available and I would like a refund of original deposit which was still in my Lord Lucky account. Received automated message saying identity had been confirmed and I could cash-out but pay-out was returned to gaming account on Monday 28th. Live chat is not available anymore so sent them another message on Monday 28th May. No reply but pay-out was cancelled again. I just want to cash out my original deposit which is still showing in my account.