Refusing to pay due to unjustified accusations of 'irregular playing pattern'

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.

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.

Hello. My name is Erik. I played at luckland casino and deposit 20e and won with bonus up to 72e. I have sent all requested documents. I made withdraw of 72e via trustly on the 8/11/2016 and still waiting for money into account.

Over two months ago, I took part in a promotion sent to me by the casino via email. The promotion involved a 200% bonus on my deposit. After playing with the bonus and meeting the wagering required for the funds to become withdrawable, I requested a cashout for a total of €5300. It took Luckland casino about 3 weeks to verify my account and make the initial payment. At first they only paid out €1500 and stated that they were unable to pay me more than €500 per week. Fine. In the following weeks they did stick to their promise and actually paid at the stated rate. They have paid me a total of €4000, owing me a further €1300. Several days ago, I received an email informing me my Luckland account was closed. To my inquiry about the remainder of my funds they stated they would not pay the money because I was playing "playing with a system that was meant to leverage the bonuses given by the Casino, ensuring winnings on the long run from the Casino". I have clearly not broken any terms otherwise they woudn't have paid out most of my winnings in the first place.

Hello guys, I hope You can help me with this case. You are my last hope. First I registered at luckland, deposited and received bonus. Played for some time and made a withdraw for 1450€. First I sent all documents and they were verified. I inform you that your documents have been approved, you can withdraw your winnings right now by going directly to the checkout! Again congratulation! Sincerely, Melanie, Luckland Casino 8 days after that email, I receive another one. You have been identified as part of a group playing with a system that was meant to leverage the bonuses given by the Casino, ensuring the winnings on the long run from the Casino. This system is against our terms and conditions and purely taking advantage of the bonus generosity of the Casino. Casino bonuses were meant to enhance the enjoyment of our players and indeed increase their chances of winning, which is why, in cases where players winning in normal play style, Luckland Casino is one of the fasted paying Casinos when it comes to withdrawals of winnings. This system and gaming pattern was built to abuse the Casino bonus system and we will do our best to ensure our Casino is not being attacked by this level of abuse. We decided to block your account and refund the deposits made on the Casino. Luckland Casino is registered in Curacao and oblige to the license agreement of the Curacao government. Please refrain from opening any other accounts with Luckland Casino, or any deposits made or winnings will not be refunded. Regards, Kind Regards, Support Luckland Casino My winnings were taken away, I am not sure what I did wrong. Just played couple of slots, also those slots were allowed by there terms and conditions. Best regards, M.S.