Lucky Red Casino - Denied $25K in winnings

posted on November 9, 2015.

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.

posted on November 13, 2015.

Hi Chris92553, thanks for your message.

We've looked through chat and email history here and we're unable to find where you were told that you could use someone else's credit card. The term is there and always has been that relates to the use of a credit card that is not your own. If you have something in writing that you can send us then we're more than happy to review your case.

Term Broken:

Players Representation and Warranties
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.

Source: http:/­/ww­w.l­uck­yre­dca­sin­o.c­om/­ter­mso­fus­e.aspx

You mention in your post that it was the casino that informed you that this was not your card that was used in the deposit. Whether this was done by accident or not I am sure you understand the reasoning behind the rule and the high risk associated to the use of other peoples credit cards to both the casino and the owner of the card. The security of our players is something that we take seriously.

We are sorry that your experience with the casino isn't what you first expected, however we do have to abide by the terms and conditions agreed to in order to treat all players fairly and to protect both casino and it's customers, regardless of the amount.

If there is anything else that we can help with, please feel free to contact our 24/7 customer support team.

posted on November 13, 2015.

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 this but you chose to tell me when I win. That's just very unprofessional and deceitful.

posted on November 20, 2015.

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...

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.

posted on November 20, 2015.

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?

posted on November 20, 2015.

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.