What's new

  • What's new
  • Notifications
Search
Search for over 1000 casinos, slots, bonuses

Notifications
failed to load.

Reload

You don't
have any
notifications.

Reload
View all

Notifications
failed to load.

Reload

You don't
have any
notifications.

Reload
View all

iLucky Casino - 2450 euro declined withdrawal

RESOLVED
Complaint Info
Disputed casino iLUCKI Casino
Reason Declined payment
petq98 Bulgaria
Posted on December 19, 2019

So, yesterday 17.12 i found out about iLucki casino and decided to register there.Set up the account deposited 20 euro and took a 100% Welcome bonus.After wagering was finished I submitted my documents for verification and tried to cash out 2450 euro.This morning I see that the money is returned to my casino balance and I get an email from the casino support that I have violated the casino T&C because multiple accounts have been registered from my IP address.I talked to Live support who have told me that their security system has flagged my account for the reason stated above.When I disagreed with them because I have never even heard of this casino before and registered just yesterday, and demanded proof to support their actions, they replied that they cannot help me resolve this issue and that I should write a response email to the one they've sent me before.While talking to Live chat the casino took the money from my account. I wrote an email to them buy they haven't responded me.I'll I'm trying to do is to find out what the problem is and if I have really violated the T&C's I feel like I deserve to be presented with a proof of that.You can't just state something and take people's money away for some reason without presenting them with the appropriate facts.I have screenshots of the attempted cash out and of the chat with Live support and will upload them if necessary.

Posted on December 22, 2019

Hello, dear @PETQ98
As you have stated, the funds were indeed deducted from your balance due to violation of Terms&Conditions you have accepted when registering. After checking your account, we have detected another account connected to yours as a duplicate and due to this, the funds were deducted.
As we value our player's confidential information, we are not allowed to reveal any additional information regarding another account that was marked as a duplicate account connected to yours. That is the reason we are not able to provide any kind of evidence for a player. However, we always thoroughly check and recheck any suspicions we have so we are able to provide only confirmed and accurate information regarding any violations a player has accidentally or intentionally made.
We are ready to provide all necessary proofs for Askgamblers teams to resolve, this issue as we were operating strictly following our Terms&Conditions. Furthermore, we would gladly return initial deposit for a player if she choose to reclaim it.
Dear @PETQ98, we thank you for choosing iLUCKI and we are deeply sorry for this situation that has ocurred and that is why we would gladly return your deposit amount for you whenever you choose to collect it.
Please feel free to reach out to us if you require any additional assistance.
Sincerely,
iLUCKI Casino Team

petq98 Bulgaria
Posted on December 22, 2019

Thank you , I would really appreciate if AskGamblers could step in and check the proof you're ready to provide, and would like to ask if there is indeed another account connected to mine in what way it is connected and if it's registered before or after my registration on your casino?

AskGamblers
Posted on December 23, 2019

Dear iLUCKI Casino,

AskGamblers Complaints Team is kindly asking you to provide detailed explanation on the issue along with evidence which will support your accusations towards the player, with quoted terms that have been breached, if any.

As per the AGCCS /AskGamblers Casino Complaint Service/ Terms, we consider all the information presented during the course of our complaint process totally confidential and not shared with third parties. Please send required information directly to suppor­[email protected]­skg­amb­ler­s.com.

Thank you in advance.

AskGamblers
Posted on December 24, 2019

AskGamblers Complaints Team has been provided with valid evidence on behalf the management of iLUCKI Casino where it is clearly displayed that player had opened more than one account. Player by these actions violated bonus casino term #1.2

1.2. All customer offers are limited to one person, household address, email address, telephone number, same payment account number (e.g. debit or credit card, Neteller, etc), IP, and shared computer, e.g. public library or workplace.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

Sign up for +100 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie Policy