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LuckLand Casino - Refused to pay due to unjustified ''group play'' accusation

Complaint Info
Disputed casino LuckLand Casino
Reason Bonus terms violation
Amount € 1450
Posted on February 25, 2016

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!


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.


Kind Regards,
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.

Posted on February 29, 2016

Dear @StariM43,

Any update regarding your complaint? Thank you.

Posted on March 3, 2016

Dear Miro,

We have to create level playing field for all our players and cannot allow a group of players to specifically target and leverage generous promotions and bonus provided to attract new players and reward existing ones.

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 player satisfaction & enjoyment is our goal.

However if as a result of our thorough investigations, it has come to our attention, that the 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 being withdrawn nor the continuance of the activity on these accounts.

The decision in this case is final, as previously mentioned, we kindly asking that you will refrain from opening any new accounts within our Casino, as any new accounts opened will get closed and future deposits will not be returned.

If you will send us an a written approval, we will share your gaming pattern with the forum management, so we can proof the legitimacy of the actions taken on your account.

Best Regards

Luckland Casino Support

Posted on March 3, 2016

First of all, what gaming pattern are you talking about.
So you wanna say, there are no players that play the same way?
I was playing by your terms and nothing was wrong with my playing style and if somebody else was playing like me, that is sure not a reason to close my account without paying full withdraw amount.

And why would I ever open another account with you or suggest anybody else to open account when I have this problem.

Also you can share with askgamblers whatever you want.

Posted on March 7, 2016

We are still in the communication with the casino regarding the case.

Posted on August 24, 2016

After numerous attempts to obtain a signed security waiver from a player, AskGamblers Complaint Team didn't receive any. We have no other option but to reject this complaint upon submitter's unwillingness to cooperate.

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