Complaint #35 Lucky Red Casino

Denied $25K in winnings

By chris92553

10 years ago

Hi, I was denied my winnings and was wondering if you can help resolve them. The casino told me I had used someone else's card and according to term 25 that is fraud. I was told by someone there by I think Michael that as long as I submitted both of our information even though it was my brothers card and I am a co applicant to his account and had his permission to use his card. I submitted both of our information and told them I was a co applicant andd they still said it was fraud and will not give me my winnings. It is my belief that they will not issue my winnings based on the amount which is $25, 091.53. I would really appreciate it if you can help me resolve this issue.

Disputed Casino Lucky Red Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

10 years ago

Based on all the facts in regards of this complaint we could now confirm that Lucky Red Casino acted in accordance with their own Terms & Conditions. It is clear that player made a deposit using a credit card which is not registered to the player and that's a violation of term #20 from the Lucky Red Casino T&Cs - "Use of a credit card not registered to the Player will be deemed fraudulent and will result in winnings being voided, unless previously confirmed in writing by LRC". We would like to remind the player that these Terms & Conditions were accepted in freewill upon registering at the casino and it is player's obligation to familiarize with these terms.

In case of a disagreement with our decision, player is free to seek further assistance from the official regulatory body of Lucky Red Casino.

Case is now considered as Resolved and is being officially closed.

Inactive user

10 years ago

Please post the conversations I had with your employees. All the conversations via phone, live chat and email.

When was my account opened?

And what is the average wait time for someone to get approved when using another person's card?

How many people did I talk with at LRC (within that short time I was a member)?

Do you keep track of my playing times? Can you post those as well...

Also when I signed up I read a legal notice no terms and agreements. I wasn't aware of this term 20 until you emailed me my denial of my winnings.

I don't want to go back and forth on this term 20. I wasn't aware of it and I feel when I first signed up it should have been disclosed to me during the numerous conversations that I had with your employees before winning and emailed to me upon signing up or registering. Also your employee said all I needed to do was provide both of our information and talk to both of us over the phone to verify our identity in which I provided you with that.

Can I get a copy of the operator’s disputes procedures as well?

@Askgamblers, Can I just raise my dispute with the licence holder? Or to the Alternative Dispute Resolution entity party?

@LRC please provide contact details for the ADR. And what is the operator’s internal procedures for a dispute?

Lucky Red Casino

• Representative

10 years ago

We understand what you are saying, but the security checks are undertaken when the cashout is requested. These checks are then looked into by our cashier department and not the CS team that you were in conversation with.

Fraud comes in many forms as we see it everyday, so we need practices in place to help prevent it where possible. Opening an account in one name and using the card in someone else's name raises a lot of flags.

On joint accounts, you should be issued with your own card to use in your name or if you're a co applicant then it's usually up to the account holder to request extra cards, there would have been no issue in this situation. Using a card in someone else's name opens up the risk and we cannot have all our players using other peoples cards regardless, so we need to keep a standard in place.

Looking at the documents provided only one card was presented and that card is not in your name, whether you are co-applicant or not this should be raised prior to any deposit with us or any online casino and approved before play by the cashier department.

The term broken is quite clear...

http://www.luckyredcasino.com/termsofuse.aspx
20. Use of a credit card not registered to the Player will be deemed fraudulent and will result in winnings being voided, unless previously confirmed in writing by LRC.

The casino account was created in your name and the card in this case was not in your name and was used to make a transaction. This is a clear breach of the terms (as stated above.) you agreed to when you created your account.

Unfortunately we are not able to reverse the decision taken by the cashier department on this occasion.

Inactive user

10 years ago

Hi, the definition of fraud is deceit/trickery? How can it be fraud if I'm a co applicant to the account? That's not deceit nor trickery. That's why I was told to provide both of our info (which I did). Why wasn't I told then that it was fraud? Also I had a conversation about the bonus and my deposit when I first started playing. At that time your cashier looked into my account and never once mentioned that the debit card I used was not mine. We went over the card I used, how much I deposited, and how much I would have to go through in order to win (7000, which I did and felt I would never win). Why wasn't I told then that it was fraud and I couldn't play and my deposit would be refunded to me? Why is it okay for me to lose my money on someone else's card which I full access to use but not okay for me to win. Also Term 20 says nothing about joint accounts and whether it constitutes as fraud. You can post our conversation from messaging and the over the phone conversation as well for askgamblers to look at. There was plenty of time you could have said or told.me this but you chose to tell me when I win. That's just very unprofessional and deceitful.

Lucky Red Casino Complaint Stats

Resolved 14 / 23

Avg. Amount $766

Avg. Complaint Duration 14 days

Avg. Response Time 2 days

Lucky Red Casino Complaints

See all complaints for this casino

Unreasonable payment stalling, poor customer support

I made a $400 withdrawal request on 2-14, Lucky Red customer service was badfrom the beginning; the rep said since it was a no deposit bonus (it wasn't) I could only withdraw $300. She then realized her error and after first saying I couldn't get a check then realized she was wrong, her excuse was as follows: "Additionally, you can certainly request a check, as I mentioned we were having a busy period and I was not giving as much attention as I would normally do." Not a good start and it didn't get better. I faxed in documents that day, (2-14) theysaid drivers' license and credit card were too dark, and I should photograph to email address. I did that, and was refused again. I resubmitted it they said they were reviewing it, it's now been 2 more days. When I contacted support they said we don't know (they never seem to know anything) and that the cashier was out of the office and would not be back until Monday. Their excuse is always well it takes 2 days to review documents, which not only is excessively long, it's not true, has it's well been over 2 days. I've been in over 20 chat sessions and many emails and phone calls and nothing is getting resolved. I would probably just give up if the payment due was say 30/40$, as it's been so difficult with their stalling. This is too much money, though, so I have spent a lot of time and $6 on faxes trying to collect.

Resolved

$400

Lucky Red Casino Never Paid Me My Winnings!

I deposited money and played at lucky red casino, and won some money. My casino balance was $4,000.11, On October 22, 2015, I submited a withdrawal for $3,991.11 and was charged a $9 process fee, which left my account balance at 0.00 On October 23, 2015, my withdrawal was Authorized, (see attached email proof). On same date October 24, 2015, my withdrawal was Processed, (see attached email proof). Today is October 29, 2015, and i have surprising found that i am unable to log into my LuckyRed Casino account, it has been closed. And i have not received my winnings. I have never been robbed by a casino before since i started playing online years ago, this would be a first. i was recommended to the lucky red casino website via a chat forum. And i wish i never listened to the recommendation. I am perplexed, and waiting for my winnings that i never received from these people.

Unresolved

$3,991

Lucky Red Casino robbed me of legitimate winnings

On or around 10/26/15 through 10/27/15, i made multiple deposits into my Lucky Red Casino account. I actually got lucky and hit. My withdrawable balance was $5,056.14 On 10/27/15, I placed a withdrawal for $4,999.00 the maximum that could be paid out to my debit card connected to my casino account, minus the $9.00 processing fee, left a left over withdrawable balance in my account of $48.14 After my $4,999.00 withdrawal was placed I made an additional deposit in my casino account for $41.00 which brang my left over withdrawable balance to roughly $89.14 On 10/28/15 my withdrawal was declined with a lame excuse and my account was closed. Here is the email i received from Lucky Red: Hope all is well. Thank you for sending in the documents too us. We have done our relevant security checks on your account and unfortunately you have not passed these. We do have terms in place which you agree to when you sign up with us and you have broken one of them: 19. Players are permitted only one pending game at any one time. In cases where players have multiple pending games any balance in the account may be forfeited. As this term was broken we have closed your account, refunded the deposits that you made with us and the winnings on the account have voided. Kind Regards, Natasha Cashier The balance left in my account more or less was about $48.14 after my $4,999.00 withdrawal was made. So as per term 19 in pertinent part states: "In cases where players have multiple pending games any balance in the account may be forfeited." The balance left in my account to be forfeited after my $4,999.00 withdrawal was placed is roughly $48.14 + the additional deposit of $41.00 i made after my $4,999.00 withdrawal was placed, leaves a forfeitable balance in my casino account of roughly $89.14 If the casino wants to take a petty $89.14 left over balance in my account , i say go ahead. But the casino using term 19., to rob me of my withdrawal of $4,999.00 is dead wrong. That is not only down right dirty, but unethical, and i am shocked that a casino that is ranked top ten in Askgambler's lineup is operating in this fashion. I am a new player, I feel disrespected and violated. I am requesting that lucky red casino pay me my winnings in the amount of $4,999.00 that they owe me without delay.

Unresolved

$4,999

Bonus not issued

I have been playing all of the club world Casinos for three years on their Mobil sites. I just recently discovered one of their promotions which is titled cashbackbon on certain days for certain Casinos withen their group. It was Monday which is when Luckyred makes this offer. I contacted customer support via telephone at around 10:00 P.M. PDT and asked which casino offered the cash back on mondays, I was told Luckyred. I deposited at lucky Red and lost. When I contacted their support I was told that I had not played on monday, that my deposit was made on Tuesday. Apparently they decided to use a time zone four zones from mine, EDT Which is the east coast of the usa ,I am on the west coast.I told them that I had called and inquired as to which casino to deposit with to utilize this cashbackbon offer. Didn't help, they say it is in the terms but all I have ever had access to is the Mobil site and I sure can not find any terms that I have access to. I requested that they forward a copy to my email and I was ignored. All this after depositing over 1000.00 per month for the last 36 or more months.

Resolved

Delaying my payment

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Refusing to pay my winnings

My user id for this casino is < removed >

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Resolved

66 Dollars withdrawal denied

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Resolved

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Lucky Red Casino voids my winnings, because i didnt sign up with current phonenumber

Hi, I played at lucky red casino and won around 2300$. When I tried to withdraw I got asked to provide a filled out faxback form along with 2 utility bills and my ID, which I did. After that they asked me to call me for verification purposes, but the number I signed up wasn't my current private home number. In the past I had big problems with online casinos calling me(once i even got called at 2am in the morning!) with bonus offers and things (basically making unauthorized spamcalls), so I used an old mobilenumber of mine. I then gave them my current private number to call me for verification purposes, but instead of a call I got a message stating that my deposit has been returned and all my winnings voided. The reason they give is because I didn't sign up with my current private number and that this violates their terms and conditions. I find this method of voiding winnings very unfair and want my money. I was just trying to protect myself from sales calls, I did nothing wrong and provided all documents they asked from me in the first place. This is why i came here to seek mediation. Thank you

Unresolved

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Don't play at Lucky Red Casino!!!

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Unresolved

Lucky Red Casino refused to pay my winnings $350!!!

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Resolved