Complaint #2 Lucky Red Casino

Account closed

By janmari

11 years ago

Message on forum

I am a danish player who opened an account at Lucky Red casino on the 18.02.2012.

I made a deposit, recieved a bonus which I was lucky enough to play through and I could make a withdrawal of 1.100 dollar.

I send all the needed documentation and by live-chat it was confirmed that I was approved and could make withdrawals.

Howover today on the 27.02.2012 when I would lock into the casino, my account was closed.

I phoned the support team at lucky red, and was told that because there was played from another account than mine, from my IP-adress, they had closed my account. This other account belongs to a family member, who is not registred at my address, and he has opened his account at his own home with his own IP-adress. And he also has been approved by the casino, We just sometimes enjoy playing together.

I find it very strange, that it is not allowed to play at different accounts, from the same IP-adress when thay are not opened in the same household or belongs to the same person or a member of the household, and when we both have been approved at the casino, by sending the requested documentation.

Not ever have I experienced such a behavior from other casinoes I have played in.

I think the problem is, that he also has a withdrawalrequest (won in his own home - not my IP-adress), and I have a withdrawalrequest, and now the casino will not pay out my winnings.

I could understand it, if I had two accounts in the same adress or household, but that is not what this is about.

In lucke reds terms and conditions it states:

14. You are allowed only one active account. Winnings will only be paid to players having one account per household, computer, IP address or business address. If you have more than one account all winnings will be void.

No where does it states that another player can't play from his/hers account from my IP-adress.

We are talking about different accounts, different owners of the accounts and different computers.

So I would like to know if "askgamblers" can help me with this problem.

Disputed Casino Lucky Red Casino

Reason Account closure

Amount $1100

Discussion

AskGamblers

• Support Team

14 years ago

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

janmari

14 years ago

Well, I'm pleased to inform you that LuckyRed casino has reopened my account and it seems they have approved my withdrawal request. Now I'm just waiting for the money to be transfered to my bankaccount.

I really enjoyed playing at LuckyRed Casino, however the correspondence between the casino and I could have been better.

I still believe they should have informed me by email when they closed my account.

It's a fine casino but I'm still not sure that I will play there again.

I consider the case closed.

AskGamblers

• Support Team

14 years ago

Is this problem solved, so we can close this complaint?

Lucky Red Casino

• Representative

14 years ago

Regards to your problem I see you have also sent an email in and our security team have acted upon this and reopened your account within 3 hours of receiving your email.

A little bit of patience would be appreciated before such complaints are raised.

As I am sure you can appreciate, the security issue for anything online is of paramount importance to us and from initial investigations your account was flagged for the duplicate account issue. As this was both explained and investigated further it was noted that the second account was what we believe to be your brother in laws.

Closing your account was a precautionary measure until it was investigated fully.

Case closed.

Lucky Red Casino Complaint Stats

Resolved 14 / 23

Avg. Amount $766

Avg. Complaint Duration 14 days

Avg. Response Time 2 days

Lucky Red Casino Complaints

See all complaints for this casino

Unreasonable payment stalling, poor customer support

I made a $400 withdrawal request on 2-14, Lucky Red customer service was badfrom the beginning; the rep said since it was a no deposit bonus (it wasn't) I could only withdraw $300. She then realized her error and after first saying I couldn't get a check then realized she was wrong, her excuse was as follows: "Additionally, you can certainly request a check, as I mentioned we were having a busy period and I was not giving as much attention as I would normally do." Not a good start and it didn't get better. I faxed in documents that day, (2-14) theysaid drivers' license and credit card were too dark, and I should photograph to email address. I did that, and was refused again. I resubmitted it they said they were reviewing it, it's now been 2 more days. When I contacted support they said we don't know (they never seem to know anything) and that the cashier was out of the office and would not be back until Monday. Their excuse is always well it takes 2 days to review documents, which not only is excessively long, it's not true, has it's well been over 2 days. I've been in over 20 chat sessions and many emails and phone calls and nothing is getting resolved. I would probably just give up if the payment due was say 30/40$, as it's been so difficult with their stalling. This is too much money, though, so I have spent a lot of time and $6 on faxes trying to collect.

Resolved

$400

Denied $25K in winnings

Hi, I was denied my winnings and was wondering if you can help resolve them. The casino told me I had used someone else's card and according to term 25 that is fraud. I was told by someone there by I think Michael that as long as I submitted both of our information even though it was my brothers card and I am a co applicant to his account and had his permission to use his card. I submitted both of our information and told them I was a co applicant andd they still said it was fraud and will not give me my winnings. It is my belief that they will not issue my winnings based on the amount which is $25, 091.53. I would really appreciate it if you can help me resolve this issue.

Resolved

Lucky Red Casino Never Paid Me My Winnings!

I deposited money and played at lucky red casino, and won some money. My casino balance was $4,000.11, On October 22, 2015, I submited a withdrawal for $3,991.11 and was charged a $9 process fee, which left my account balance at 0.00 On October 23, 2015, my withdrawal was Authorized, (see attached email proof). On same date October 24, 2015, my withdrawal was Processed, (see attached email proof). Today is October 29, 2015, and i have surprising found that i am unable to log into my LuckyRed Casino account, it has been closed. And i have not received my winnings. I have never been robbed by a casino before since i started playing online years ago, this would be a first. i was recommended to the lucky red casino website via a chat forum. And i wish i never listened to the recommendation. I am perplexed, and waiting for my winnings that i never received from these people.

Unresolved

$3,991

Lucky Red Casino robbed me of legitimate winnings

On or around 10/26/15 through 10/27/15, i made multiple deposits into my Lucky Red Casino account. I actually got lucky and hit. My withdrawable balance was $5,056.14 On 10/27/15, I placed a withdrawal for $4,999.00 the maximum that could be paid out to my debit card connected to my casino account, minus the $9.00 processing fee, left a left over withdrawable balance in my account of $48.14 After my $4,999.00 withdrawal was placed I made an additional deposit in my casino account for $41.00 which brang my left over withdrawable balance to roughly $89.14 On 10/28/15 my withdrawal was declined with a lame excuse and my account was closed. Here is the email i received from Lucky Red: Hope all is well. Thank you for sending in the documents too us. We have done our relevant security checks on your account and unfortunately you have not passed these. We do have terms in place which you agree to when you sign up with us and you have broken one of them: 19. Players are permitted only one pending game at any one time. In cases where players have multiple pending games any balance in the account may be forfeited. As this term was broken we have closed your account, refunded the deposits that you made with us and the winnings on the account have voided. Kind Regards, Natasha Cashier The balance left in my account more or less was about $48.14 after my $4,999.00 withdrawal was made. So as per term 19 in pertinent part states: "In cases where players have multiple pending games any balance in the account may be forfeited." The balance left in my account to be forfeited after my $4,999.00 withdrawal was placed is roughly $48.14 + the additional deposit of $41.00 i made after my $4,999.00 withdrawal was placed, leaves a forfeitable balance in my casino account of roughly $89.14 If the casino wants to take a petty $89.14 left over balance in my account , i say go ahead. But the casino using term 19., to rob me of my withdrawal of $4,999.00 is dead wrong. That is not only down right dirty, but unethical, and i am shocked that a casino that is ranked top ten in Askgambler's lineup is operating in this fashion. I am a new player, I feel disrespected and violated. I am requesting that lucky red casino pay me my winnings in the amount of $4,999.00 that they owe me without delay.

Unresolved

$4,999

Bonus not issued

I have been playing all of the club world Casinos for three years on their Mobil sites. I just recently discovered one of their promotions which is titled cashbackbon on certain days for certain Casinos withen their group. It was Monday which is when Luckyred makes this offer. I contacted customer support via telephone at around 10:00 P.M. PDT and asked which casino offered the cash back on mondays, I was told Luckyred. I deposited at lucky Red and lost. When I contacted their support I was told that I had not played on monday, that my deposit was made on Tuesday. Apparently they decided to use a time zone four zones from mine, EDT Which is the east coast of the usa ,I am on the west coast.I told them that I had called and inquired as to which casino to deposit with to utilize this cashbackbon offer. Didn't help, they say it is in the terms but all I have ever had access to is the Mobil site and I sure can not find any terms that I have access to. I requested that they forward a copy to my email and I was ignored. All this after depositing over 1000.00 per month for the last 36 or more months.

Resolved

Delaying my payment

Its now mark the 7 business day as my payout was promise 3-7 business day for my payout , i have request a payout on august 4 ,2015 and now it is august 13,2015 as of today thursday n still i see no transaction , i was told today i was suppose to recieve my winning through my debit card i use to play, and i spoke to live chat and was told the cashier team is not in until tomorow of august 14 ,2015 and i will receive a email soon but nothing yet , it has been approve and proccess , so whats the hold up, i have no problem before but my winning is bigger now so why now?

Resolved

$2,973

Refusing to pay my winnings

My user id for this casino is < removed >

I have submitted my proper licence mentioning clearly the address and city and i entered the same suburb and city in the verification form.they still told that address is wrong.I am from india.address details how i mentioned i have mailed to cashier in detail.still no reply.my account has been closed.my winning amount 1600$ out of 2000$ is pending.they gave me 393$ thry neteller.now after winning they are putting the blame that my address is not correct,they are telling also that they have received all the docs.

Resolved

66 Dollars withdrawal denied

I won 700 dollars at lucky red casino, i did do the bonus requirement and was ready for the withdrawal. A couple of days later i got contacted by the cashier, i was gonna confirm my address and send some pictures of my ID, bank and address. As i have nothing to hide i send all. Days go by they keep written they cant see the document because of bad pixel ( on my computer i see it perfect ). Then a email says they could not confirm my address. My street and town both have a letter Ø in the name, i tried to explain that Ø on danish is the same as OE in english, so my street is Østerbrogade and i write on the account ( because it's english ) Oesterbrogade. And that is the right way to do it. But after that the next email i got was: Unfortunately your withdrawal has been declined and your winnings have been voided as the terms and conditions of the casino were not followed, you did not provide full and accurate details when you created your account. But also one email i got they tried to give me a documents i should hand write and send it to them. I told them i never heard of this or seen any other casino do this, With all my documents confirming who i am, hand written should not be part of this. The next mail they seems to forgot they even asked for this, even that i filled it online and send it. Like they just want to use stuff to delay the account approvel. Hope u can read what i'm saying. My english aint the best :) -Casper Meyer

Resolved

$66

Lucky Red Casino voids my winnings, because i didnt sign up with current phonenumber

Hi, I played at lucky red casino and won around 2300$. When I tried to withdraw I got asked to provide a filled out faxback form along with 2 utility bills and my ID, which I did. After that they asked me to call me for verification purposes, but the number I signed up wasn't my current private home number. In the past I had big problems with online casinos calling me(once i even got called at 2am in the morning!) with bonus offers and things (basically making unauthorized spamcalls), so I used an old mobilenumber of mine. I then gave them my current private number to call me for verification purposes, but instead of a call I got a message stating that my deposit has been returned and all my winnings voided. The reason they give is because I didn't sign up with my current private number and that this violates their terms and conditions. I find this method of voiding winnings very unfair and want my money. I was just trying to protect myself from sales calls, I did nothing wrong and provided all documents they asked from me in the first place. This is why i came here to seek mediation. Thank you

Unresolved

$2,300

Don't play at Lucky Red Casino!!!

I signed up to do some online gambling with Lucky Red Casino today and boy was that a mistake! I have already had 2 issues with them in ONE day. First being I was trying to find a bonus code I could use to double my $100 deposit. The man was very helpful in getting me one, however I looked into the details of it and you would literally have to win $5,250 to cash ANY money out. That is unachievable and told the man so where he started to be rude and arrogant about the situation. I had already deposited the $100 so I went ahead and just played it (no bonus). So of course not very long later I have not very much money left because this casino refuses to let you win so while playing 3 card poker I upped my bet to $10 on each slot. I received a winning had to where I would win $40 and low and behold their program freezes up. Mind you it had done these previously when I had a winning hand but it was nothing this big so I called the customer support line where the so called supervisor had me on the phone for 30+ minutes then decided he could do nothing, even though he had seen where the game messed up and was "still in progress". He then informed me that he would have to get with IT and I would be contacted back in a few hours and to not play in the meantime. It is ridiculous when you finally win a hand that they have it rigged to where you don't win. If you are losing everything is great but should you win a big hand then they refuse to give you the money. He went as far as saying it was my computer, it had done this about 3 times previous when I won hands. I believe they have it set up this way and then blame it on the customers computers and refuse to pay out.. Think of all the money they are saving if they do this to everyone who is playing during the day. Places like this should be heavily looked at and fined for their unfair payouts or lack thereof.

Unresolved