I have a few things to say about this situation, first why did I received an email with the promo offer of the $50 free play if I had an account with luckyred, them I enter my information to register and I still can make a new user an account with luckyred and got $50 to play, them play for several days with an incredible winning of credits, I played 35 times them bonus offer, still I never got an email saying that I have a double account with luckyred, rich the $3,700 amount and send documents to validated the account, then I received the email that after research you found that I had an account back in 2009.
I do understand your policy on no double account, but how come with the technology that you have in software you did int found this out from the beginning, why wait till the player wants to cash out in order to research?
I don't believe that if we have the technology to watch TV on a cellphone or gamble on a cellphone, luckyred did not saw from the registration process that I already played in this casino. so for me its a mistake as well from the casino and should had handle better the out come of this situation.
I work in management for the Hospitality and Restaurant industry and when a guest does a mistake that was allow by a mistake of the restaurant, we address it and at less comp in some way the situation, the reason for this is that you want loyalty from your guests, if you dont take care of them, they will go somewhere else, there are a lot of restaurants out there. Same applies here, there are a lot of others online casinos, and you will lose players for mistakes like this, luckyred said that they want to show credibility as a leading online casino. this is not helping at all. How in the world I would like to deposit money into luckyred casino.
I would like to see if you can pass or forward this email to your supervisor or main manager, because I think luckyred should have catch this from the beginning and not let it go so far till a player wanted to cash out.
waiting for an answer from management.
Walter < surname Removed >.
Da: Lucky Red Casino Support
A: < email removed >
Inviato: Martedì 25 Settembre 2012 8:35
Oggetto: Regarding your account
Hope you are well.
Unfortunately your account username pactheft1 has been closed and these winnings have been void as we only allow one account to be opened with us per household/computer/IP and you have already opened up an account with us and made a couple of deposits this was back in 2009 and that is may be why you had forgotten about this account.
I can see on this account where you made deposit on username mosca89471 you have a different address and email so to be able to access this account please just send us your old and new email address and we can change this for you and also if you can send any old bill with your address back in 2009 and then a recent bill then we will be able to update this account with our new address for you.
If you have any issues with this at all please get in contact with us and I will be able to go through this with you.
Please do not hesitate to contact us with any questions or queries.