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LuckLand Casino - Refusing to pay due to unjustified accusations of 'irregular playing pattern'

Complaint Info
Disputed casino LuckLand Casino
Reason Bonus abuse
Amount $ 6000
Posted on May 8, 2016

I am disappointed at Luckland Casino because they blocked my account after I won a big amount of money (6k aud) using their welcome bonus. I have provided every document they requested and have tried to be cooperative, but their reason for locking my account is that I use a "playing pattern" that allows me to ensure winnings from the casino. This is ridiculous, i've respected all of their T&C's while wagering the welcome bonus and I have no playing pattern.
I would like to warn other players that Luckland casino is not trustworthy!

Posted on May 9, 2016

Dear Customer,
We have to create a level playing field for all of our players and cannot allow players to specifically target and leverage generous promotions and bonuses provided to attract new players.
We are very happy to pay out large winnings to players, and indeed see this as an essential element of our service to ensure this is done as quickly and efficiently as possible, as players' satisfaction and enjoyment are our goals.
However, as a result of our thorough investigations it has come to our attention that your account in question was opened in order to abuse our bonus system by leveraging complimentary bonuses. We treat such activity as "bonus abuse" and therefore will not allow any winnings to be withdrawn nor the continuance of the activity on accounts like these.
The decision in this case is final and as previously mentioned, we kindly ask that you will refrain from opening any new accounts within our Casino, as any new accounts opened will be closed and future deposits will not be returned.
If you will send us a written approval, we will share your gaming pattern with the forum management, so we can prove the legitimacy of the actions taken on your account.
As previously stated, Luckland Casino has many winners on a daily basis and is within the fastest paying casinos in the industry; however, Luckland Casino will not tolerate abusive patterns that simply try to take advantage of the Casino's generosity.

Best regards,
Luckland Support

Posted on May 10, 2016

Yes , please share my gaming pattern with the forum management, but please share the true gaming pattern.

Posted on August 12, 2016

The complaint has been reopened by the AskGamblers Complaints Team.

Dear LuckLand Casino Team,

Please keep in mind that player signed confidentiality waiver which has already been forwarded to your team. We are now awaiting receipt of all details and proofs you may have referring to this complaint. Please send these to suppor­[email protected]­skg­amb­ler­s.com directly.

Thank you for your cooperation.

Posted on August 16, 2016

Dear customer,
We confirm that we received the confidentiality waver.
We are now gathering the relevant information and sending it directly to Askgamblers. This process can take up to seven business days.

Thank you for your patience,
Luckland Support

markombes Australia
Posted on August 23, 2016

The issue was not resolved yet.

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