Thank you for contacting the casino.
Ben we have reviewed your casino account at Lucky Creek Casino and also investigated your complaint. Firstly I would like to mention the facts so we can have a clear understanding of your query and how this can be resolved.
You were sent an offer from the Lucky Creek Casino to receive a $100 free bonus. This you claimed and after meeting the wagering requirement of 40X the bonus amount you proceeded to initiate a withdrawal for $7000. Now when you signed up to join our Casino you also agreed to the Terms and Conditions. If you did not agree to these Terms and Conditions you would not have been allowed to continue with the registration and ultimately claim your free bonus.
The Terms and conditions clearly state in Point 10 that there is a maximum withdrawal rule which will apply to any free bonus where no deposit is made. Point 10 is clear and visible and is available on the Lucky Creek website as well as the Genesys Club website.
As you have received a free bonus offer you are automatically bound by our terms and conditions. As a seasoned gamer you must be quite aware that the first objective for any new Player is to become accustomed to the terms and conditions of a new casino so that you are in a better position to understand what rules and regulations must be followed. This is due to the fact that each online Casino operates independently and governs it's own terms and conditions.
Point 10 states the following: Where a player has won using their first free money offer/no deposit bonus (i.e. no deposit was made), a maximum withdrawal amount of $100 applies.
The letter you received with your CD and the offer clearly states that for all offers the Terms and conditions will apply and to view these terms and conditions to go to www.luckycreek.com.
Now, as a reputable casino with a fantastic reputation for fairness and transparency we have applied the terms and conditions which you as well as the casino are bound to with the utmost respect for the rules. All is not lost as you have been awarded your $100 which has been processed and paid out to you as promised by the Lucky Creek Casino. Furthermore the winning balance of $6900 has been made available to you as 100% match bonus offers which you are able to claim for a period of 6 months or until the balance is used up in full. This will require you to make deposits in order to claim your 100% match offers.
Please understand that the Casino has operated in a fair and justified manner. You were also informed by the Casino Support Team of the maximum withdrawal rule. You stated to our support staff "this was nowhere to be found in our terms and conditions". This would be an incorrect statement, as this concern is addressed in great detail in my explanation above. If you were to make a deposit and win again you would not have a maximum withdrawal rule imposed as it would not be a free offer. The Casino is a business much like any other which stands to reason that there must be terms and conditions enforced to protect not only you as a valued Player but also the Casino.
I urge you to review the terms and conditions by going to the following website www.genesysclub.com or www.luckycreek.com and select the terms and conditions link at the bottom right of the screen.
I trust this has now provided a better insight into your query with greater clarity.
Please feel free to contact us if you have any further questions or queries in this regard as we will be happy to assist you.
Lucky Creek - Senior Host
Toll Free: USA 888 284 5464
Email: suppor[email protected]uckycreek.ccom