Complaint #14 LuckLand Casino

Delay payments over 10 days

By Manuel P.

7 years ago

Message on forum

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.

Disputed Casino LuckLand Casino

Reason Delayed payment

Discussion

AskGamblers

• Support Team

7 years ago

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

• Representative

7 years ago

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.

AlPoschl

• Austria

7 years ago

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.

AskGamblers

• Support Team

7 years ago

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.

LuckLand Casino Complaint Stats

Resolved 2 / 6

Avg. Amount $1,110

Avg. Complaint Duration 8 days

Avg. Response Time 3 days

LuckLand Casino Complaints

See all complaints for this casino

38GBP withdrawal for over a week

Hello,

I have been waiting for a withdraw for over a week now of £38.

I have contacted your customer service team so many times and had no help from them.

When asked for ID I have provided all documents that you’ve asked for and it shows on the site that I’m verified. I have also noticed that it will still allow me to deposit but my withdraw will not come out of pending.

Unfortunately I have seen too many similar cases online with Luckland doing the same thing to other people and I’m now very concerned.

Please help me.

Unresolved

£38

Not getting my winnings for 2 weeks

I won £370 on 12th of January, waited the 6 days to be then told it was stuck in processing, every time I’ve tried to ask them about it they are just constantly looking in to it and never update me. I’ve been more than patient now. I also deposited £13 and lost that due to it being lost with them. I’ve spoken to my bank and they said they haven’t received anything I was told tonight it was approved then told it was stuck in processing again.

Resolved

£370

Failure to pay winnings due to backdated terms and conditions

On 29 October 2017 I deposited £400 at Luckland Casino and received a £400 bonus. I lost both the deposit and bonus. I then deposited a further £400 and received a £400 bonus. With the £800 I managed to have a balance of £5,665 after clearing the wagering requirements. Prior to playing I checked that my play would comply with all the bonus terms. It did. Upon completing ID verification I attempted to withdraw the funds from Luckland. On 2 November I received an email confiscating the winnings from Luckland and refunding my £400 deposit. The email stated: "We would like to inform you that your current pending cashout has been declined. As stated in our bonus policy, Bets, placed on any game, which abuse the betting system will not be counted towards the wagering requirements. We reserve the right to withhold any amount in excess of the player's original deposit from a player's withdrawal if the player placed bets equal to or greater than 5.5 Euro or $0.50 per line or 15 percent of the bonus amount before the wagering requirements for that particular bonus have been met Please note that the original deposit is available in your account. " I note that the terms in force on the day I played and won did not contain the term quoted being "$0.50 per line". This term appears to have been added into the terms on 30 October 2017 as per the date on the revised terms. I also note that the casino seems to be breaking their own general terms and conditions being: “14.1 We reserve the right to amend and make any changes to this Agreement and/or to the Privacy Policy, Responsible Gaming, Bonus Policy, and/or to the Cash Out Policy , or any parts thereof, at our sole discretion. You will be notified of such amendments, which will come into effect once you approve the changes.” At no point was I informed of or accepted the change in terms and conditions. I would expect a reputable casino to adhere to the terms and conditions in force on the day of play. This backdated change of terms and conditions seems to be nothing more than an attempt not to pay. I replied to Luckland by email on 2 November 2017 pointing out the breach of the casino’s terms by the casino. I have received no reply, which is odd given their websites states: “committed to "CARE" - Customers Are Really Everything. We have implemented a professional customer support team ready to assist you 7 days a week “ Obviously not. I also note that the group of casinos of which Luckland is a member of has resolved a similar complaint in favour of the customer recently. I would like this complaint resolving by Luckland paying my winnings of £5,665.