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Lucky Creek Casino - Withdrawal not received and not getting any straight answers

RESOLVED

Complaint Info

Disputed casino

Lucky Creek Casino

Amount

$ 1500

Posted on September 5, 2023

On 8/14 I made three withdrawal requests each totaling $10,000 for a total of $30,000. I received email confirmations for each of the withdrawals. On 8/15 I made two reversals, one for $1,000 and the second for $2,500. On 8/16 I made a third and final reversal for $1,500. Following that my statement was updated with three withdrawals in the amount of $9,000, $8,500, and $7,500 for a total of $25,000.

I had completed the verification information and provided all the information needed for wire transfers. On 8/22 I received a wire transfer from a BofA bank account with no references that would associate it to Lucky Creek for the amount of $1,460. Since I have never received a wire transfer for anything before, I assume it's from them, but the amount has no relation to any of the three withdrawals. Giving the benefit of the doubt I waited till 8/25 to contact them having not gotten to remainer of the funds and no emails explaining what that money that was wired to my account was for and it was reflected nowhere on my statement on the site.

I have chatted with support 5 times now and every time they tell me something different. In the first chat on 8/25, I was told that the finance department had reversed the withdrawals and was told there was nothing I could do about it. The operator could not give me a clear reason and provided no account of why I had received a wire for a random amount of money. When pressed to speak with someone in the finance department to get clarification I was told they do not speak with players but would give me the same answer. On 8/28 I contacted support again to find out what is the status of the remaining $23,540.00 that is due to me. After a long wait operator Shanley came back and told me they are still awaiting feedback regarding my query. Then they tell me that once they have the detailed feedback, they will revert back to me or leave clear communications should they not be on shift.

They then ask for my patience regarding the matter till they have received the feedback. 8/30 still have received no response to emails or any information at all I contact support again. This time I get Jason. I informed them that I have not gotten any response from my emails and that I am still waiting on information on the account for $23,540.00 that is due to me. Jason informs me "You should get the winnings reflected on your account by the end of the week" They then state "Congratulations! 9/1

The end of the week has arrived and no wires have been received in my account I contacted support again and this time its Kerry. I stated its the end of the week that no wire was received in my account and I still have received no response to emails. I restate the amount that is due to me. Kerry asks me to hold while they look through my account. After a good 10 min wait a new operator logs in Madison who states "It seems feedback has not yet been received" I reiterated that according to my conversation on 9/3, I was to have received the funds by today. Madison says "I am not sure why you were told that" and "We need to wait for financing to advise on how to move forward" then states "I do apologize for the delays. I asked when I expected this feedback and Madison stated "We can have feedback Monday at the latest". 9/4 Monday. I go to log into my account to see what the feedback was today as promised and to my surprise, my account is now suspended. I got support and when I questioned this there was just no response.

This is no small amount of money and mind you while I was originally waiting on my wire transfers, I continued to deposit money and play all on the premise that I was to be receiving $25,000 that I had won fairly. I of course would never have continued to give them money if they had informed me that they really were not going to be sending me my winnings as requested.

This is the part that really amounts to nothing more than fraud. I Luckily screenshot all conversations and all my statements as they don't have a way for you to download them in hopes of a speedy resolution to this.

AskGamblers
Posted on September 7, 2023

Dear Lucky Creek Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Posted on September 8, 2023

Morning EFASSETT1

On the 18th August the Payments Team paid you $1500 from the $15000 that you won as an exception - as these winnings were from a free bonus. You contacted the CSC team on the 26th querying the rest of the funds and asked if it was not possible to credit the rest of the funds to your account to continue to play. The Agent explained the casinos terms and conditions and unfortunately it somehow spiraled from there. This query has been escalated to the necessary stake holders and is currently being reviewed.
We are awaiting feedback from all the stakeholders.

Regards
Janine
Acquisition Operations Manager

Posted on September 8, 2023

Hello Janine,

Thank you for your response it is unfortunate that it took me having to complain in this forum for someone to respond to my inquiries. I would first like to unpack the money part than I will address what your telling me. So by your account of my requested withdrawals you paid $1500 on $15000 worth of winnings. IF this is the case why are you still not accounting for the other $10,000 due to me that I requested be withdrawn? Also why would you just send a customer an amount of money that is different that what was confirmed and expected without some sort of follow up explanation? Also to be clear you did not send me $1500 I received $1460. I am still very unclear as to why exactly when I meet every requirement of your crazy playthrough and have deposited thousands of dollars into my account to wager and my account showed all the funds as cash not bonus money you don't have to pay it out. I was not playing for fun I was risking my money to win yours and you lost, so now you pay, this is how gambling works. If that isn't the case, then you have done nothing more than defraud myself out of my money. What's even worse is your team of customer support only makes the situation worse by not giving any kind of constant information. One tells me I didnt win, the next says they are waiting for a response, the next tells me the money is on its way then finally I get we are still waiting. At that point to then lock my account really tells me you just want me to roll over and let you steal from me and that isn't going to happen.

Your response is unacceptable. I expect resolution of this and a full accounting of every dollar.

efassett1

Posted on September 11, 2023

Afternoon AskGamblers

1.
The customer won from a match bonus (greater than) > 100%.
The maximum withdrawal as such is $1 000
We paid him $1 500 in good will and gesture.
Referral to T&C's (attached)

2.
Over and above point 1 we have received chargebacks of $5 876

Sum up:
- We had paid him what was due ($1 000) + some extra ($500).
He received $1 460 this is unfortunately due to Banking fees incurred between ours and his bank
- He has gone ahead and initiated chargebacks for $5 876

Regards
Lucky Creek

Posted on September 11, 2023

Why would you not even follow your own terms and only pay me $1000? Why would you not notify me of any of this via an email as you had done when I originally made the request? Did you think when I requested $30,000 in winning be transferred to my account and you are only going to pay $1,000 that warrants some explanation?

Yes, I did have my credit card companies charge back the deposits made because you didn't provide what was promised when refusing to pay out money won after all your requirements had been met. Which is true your site is a total fraud. I will be following up with my credit cards to make sure that every dollar is taken back from your organization which was over $15,000. Now if you were operating a above the boards business I wouldn't be able to do this but since you run transactions if fraudulent ways it isn't an issue. I hope others will learn from my mistakes and stay far away from your site.

AskGamblers
Posted on September 12, 2023

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Lucky Creek Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.