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LuckLand Casino - Delay payments over 10 days

RESOLVED
AlPoschl Austria
posted on January 20, 2019.

January 6, I made a deposit of 600 euros.
On January 8 in the morning I ordered a withdrawal in the amount of 2,700 euros. (File "1")
I immediately wrote to the chat: "Do you need any documents?"
The employee in the chat gave a list of documents, I immediately uploaded everything to the site.
January 10, I receive an email with a request for documents. (2nd time !!!)
I naps in the online chat, I was told that this is a mistake.

It’s been more than 48 hours since I sent the documents and made the withdrawal.

Account remained 600-650 euros. I continued to play at low stakes.

Until January 14, I continued to play and greedy withdrawal.
January 15, I could not log into my account.

I wrote on the email: what happened to my account?
Received a letter stating that I was restricted access because they did not receive the required document:
"Hi Manuel,

I can see your account is currently on hold until the requested documents are submitted and approved (need the official RIB Document for WireTransfer: ****6800)

Contact us anytime by online chat for an instant response and the very best offer of the day or by email at [email protected]


Kind Regards

JamieZ
Account Manager
Luckland


Ticket Details
Ticket ID: 36788
Department: English
Type: Issue
Status: Closed
Priority: Unassigned"

I think that they restricted my access due to the fact that I stopped playing (they expected that I would lose the remaining money ~ 600 euros)

I sent the required documents to the email (sent the documents for the 3rd time)

January 16th I received an email:
"Dear Manuel,

Thank you for contacting us and for your cooperation.

I can fully confirm that I have escalated your attached documents to the relevant department for them to be checked :)
Please not that it takes 48 BUSINESS hours for your documents to be approved by our finance department as per our terms and conditions :)

Thanks and good evening !

Michael P
Account Manager



Ticket Details
Ticket ID: 37009
Department: English
Type: Issue
Status: Closed
Priority: Unassigned"


After that, the emile passed more than 48 BUSINESS hours, nobody wrote to me.

I decided to write a public complaint.
DO NOT IGARATE IN THIS CASINO, they have not paid 3,000 euros for 2 weeks already.

AskGamblers
posted on January 24, 2019.

Evidences and information provided on behalf of the LuckLand Casino are currently under review by AskGamblers Complaints Team.


Dear LuckLand Casino,

AskGamblers Complaints Team would like to use this occasion and recommend you to post the public message explaining what happened, in as many details as possib­le,­ ­acc­omp­anied with the quotes of all the relevant terms that were breached by the complainant /if any/.

AskGamblers
posted on January 28, 2019.

AskGamblers Complaints Team requested additional evidence and information from the LuckLand Casino team due to that fact we considered the information and proofs they presented so far as not justified enough to confirm the accusations against player.

AskGamblers
posted on February 14, 2019.

This complaint has been reopened as per LuckLand Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

AlPoschl Austria
posted on February 15, 2019.

It's a good news.
But I have not received any messages from the casino.
The last response from the casino was on January 22 (that they would respond within 48 hours).
In any case, I began to prepare a complaint in:htt­p:/­/ww­w.m­ga.o­rg.mt/
I would ask not to close this topic, and I would like to fly it as publicly as possible.

posted on February 17, 2019.

Dear AskGamblers,

The documentation supplied didn’t pass our verification systems
They are documentation that we have previously linked to fraudulent accounts used within our network.
There are traits on the documentation that suggest they are forged documents.

Customer also used Wire Transfer details ending in same digits which was used within our network by another customer who had completed Charge back on the account, also as expected, we also received charge backs from the deposits made by this player.

Parameters showing that these 2 accounts are related – most likely the same person:
· Austrian players using Master card to deposit as their only deposit method.
· Doing 3 deposits of 200 Euro each for a total of 600 Euro all completed in 30 mins or less not playing with the funds in between
· They are both using wire transfer details ending in same digits putting their own name as the owners of the bank account
· Using Gmail addresses

Thanks,

Luckland Team.

AskGamblers
posted on February 17, 2019.

AskGamblers Complaints Team has been provided with enough information and evidence on behalf LuckLand Casino management in regards of this complaint to confirm and justify the casino actions. Player by his actions breached casino's terms #4.1.5 and #6.2

4.1.5 You are fully responsible for paying all monies owed to The Company. You agree not to make any chargebacks, and/or deny or reverse any payment made by You in respect of The Company Services. You will reimburse Us for any chargebacks, denial or reversal of payments You make and any losses suffered by Us as a consequence.
6.2 If any suspicious, improper, fraudulent, or unlawful activities are attempted and/or performed through the use of The Company Services We will be entitled to terminate and/or block your Player Account and seize all funds available through that account. We also reserve the right to disclose any and all details of your Player Account to the relevant authorities.

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.

LuckLand Casino complaints

  • 1 of 4 resolved
  • 3 days avg response
  • 1 week avg complaint life
  • 1,542 USD avg amount

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