Complaint #44 Luxury Casino

The casino stole my deposit and blocked my account

By Anna Z.

3 years ago

I made a deposit of 200 euros. To your account luxury casino. But after it turned out that the terms of the bonus offer offered to me by email did not correspond to reality, I asked to return my deposit. The company asked me to send them my photos with documents and bank statements. I sent all the documents. But I never got my deposit back. My account has been blocked. No one answers my emails. I haven't played any games since I made the deposit. That is, I made a deposit and immediately after I found out that I was deceived about the terms of the offer, I asked for the deposit to be returned. now I have no access to the account and also to my money. please help me get my deposit back. I didn't even play games. They have no right to take the deposit of a player who has not even played the games. They just blocked my account. Help please

Disputed Casino Luxury Casino

Reason Refund declined

Amount €200

Discussion

AskGamblers

• Support Team

3 years ago

Dear @AnnaZhyliuk,

Please let us know if there are any updates regarding your ongoing complaint and if you have received the deposit as explained by the casino in their post. In case you fail to respond within the given timeframe, please be notified that we will have no other option but to reject the case.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Luxury Casino

• Representative

3 years ago

Also, as a side note, the deposit was refunded back to the same method.
The player is not out of pocket.

Luxury Casino

• Representative

3 years ago

Hi AskGamblers Complaint Team

Kindly refer to my statement above - due to the nature of this issue, we *CANNOT* supply third party with any further information and the player is directed to the ADR. Our licence conditions mean we are bound by the ADR decision.

This will be my last reply considering this matter until we hear back from the ADR.

Thanks.

AskGamblers

• Support Team

3 years ago

Dear Luxury Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and information that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that, in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thank you in advance.

Luxury Casino Complaint Stats

Resolved 8 / 9

Avg. Amount $2,205

Avg. Complaint Duration 15 days

Avg. Response Time 1 day

Luxury Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 5 out of 6 complaints in this category have been resolved.

This operator's average complaint duration is 15 days, while the average duration across all operators is 8 days.

Luxury Casino Complaints

See all complaints for this casino

Withdrawal issue and documents

I deposited a certain aount and made my money up to $500. Upon requesting withdrawal, it took days until my account was locked by the app because they are asking for documents for verification like bank statements, ID, front and back photos of my card that has been use in depositing funds, I provided all the request but they keep replying to my email that I need to provide the said documents. Attached to this are the documents that I submitted to the Luxury casino email. Looking forward to your response and Thank you

Resolved

$500

Not being told the truth

I have been playing on this casino for years now and on Friday I made my first cashout I noticed it was pending in my account for the required time and then it was gone. I could not find any proof of this in my accounts whatsoever. I contacted support and they advised me that I had arrears owing in the amount of $40 which I was never advised of ever. I was still able to use e-check which is odd to me as usually if u owe them u can't use them again until that's paid. I have spoke now to 4 different reps on the chat and each one has told me something different about my account. I was told that this amount had been paid and my funds had been released by the first rep. Now today I contacted support and they are saying they weren't paid but are now. I don't know what to believe at this point as I have been told 4 different stories, I have received no correspondence via email at all from this casino other then my slips for the withdrawal amount the first amount 1500 and the second 1460 which reflects the 40 being paid. I just want to know what's going on with my account. I am a vip player here have made numerous deposits here over the years. This is my very first cashout and I am having a heck of a time getting verified or even finding out the truth about my account and my money. Could you please help get this story straight for me? Help me get verified help me get my money or at least help me to learn the truth of the matter. Thanks

Resolved

$1,460

No match bonus acredited

On Friday November 18 I logged into my luxury casino there is still a 100% match up bonus I clicked on it and it brought me to the deposit page I deposited my money expecting the match up bonus I never got.

I've emailed and tried chat but nothing seems to work. I'm a regular player so this is confusing to me as luxury is usually really good at answering. It is a good casino they paid for my wedding this past August with my winnings.

Resolved

No bonus no live chat

I should have 45 free spins after my deposit, they say they are there but when I click play it won't let me, I have emailed casino 5 times and tried live chat for days, but there live chat isn't live it's a bot and answers nothing I ask, it is a joke and why to say it's live if it's not. I can't get answers and I want the bonus that was promised. I feel scammed is this a real casino.

Resolved

Winnings confiscated as account not fully verified in 3 weeks

Dear Ask Gambler

Luxury Casino confiscated my £4,779.15 winnings because I did not provide verification documents as quickly as they wished.

After winning £4,779 on 15 November 2019 some 3 weeks ago. Luxury asked for photos of my driving licence, address document, debit card etc. I provided all this.

Later they started asking for more verification documents such as photos of my bank statement showing transactions for 30 days etc. Despite being intrusive I provided this and had no response to my requests.

The verification process was drawn out over around 3 weeks. During this period, I signed in and asked about the progress of my withdrawal on live chat in order to hurry them along.

They’d also given me bonus money but I couldn’t stake this on a number of games.

I’d sign in and check to see if my money had left the account balance and was on its way to me. This is a very large amount of money to me and I wanted to have my money before Christmas.

This morning however, I received an email from Luxury Casino saying that I had had enough time to take a photo that they requested and thus they were confiscating my money. I’d provided 30 days of banking statements which I was asking them about. They’d already had a photo of my ID, and driving licence.

I have seen that the Gambling Commission have specifically said that casinos cannot confiscate people’s money if verification is not provided within a certain time. I attach a photo of the Gambling Commission’s guidance.

In any event I received very little information from Luxury Casino when I spoke with them on live chat. The Live chat was automated most of the times I signed in and tried to speak with an actual person.

Please help me Ask Gambler.

I have attached a number of photos that may assist you.

Thanks

I appreciate your help.

Resolved

£4,779

Refusing to pay €10,000 withdrawal

I registered in Luxury Casino on May 28th and been a loyal customer since then. Everything went smooth, I deposited money, played there & was enjoying being a VIP customer of their casino. I won 10,000 euros there in July and made a withdrawal. Provided them with necessary documents & screenshots. Things started to get fishy when their replying time was getting longer and longer and they just kept asking for more documents (from 3 months history of Neteller with all my details and money movement shown (they even wanted to see my personal transactions) to pictures with computer open and my document + their casino page open).
They have locked my account at the moment and the reason was that I was not able to provide them the documents "quickly enough", although I was on a small trip & hence the delay. When I got back home, I went to do the selfie with a computer next to me and everything, but couldn't because the casino's profile page had to be open and it's not possible to access with a locked account.

Anyway, I have given them all the necessary documents, pictures and provided them with all the required details, but they stopped answering me. They're basically ignoring my emails now & been "checking" my screenshots for at least 2 weeks now.

All the screenshots of the emails are attached here - which clearly show you how they are just postponing paying out my money.

Resolved

€10,000

None payment of winnings

Hello I received an email saying get 80 spins for £1 so I did this did the wagering requirements and won a total of £450 which they said the were paying me I had an email saying they had processed my winnings then had an email saying that they have confiscated my winnings but didn't say why, I have tried to contact them by email but never get a response

Unresolved

£450

Declined payment

Hello I joined to luxury casino yesterday 18/08/2015 they sent me an email saying 10 free spins no deposit required I won and carried on playing an then I hit big an won over £1400 I tried to withdraw but was a bit confused so I went to live help and they walked me threw the process the operator said there was no problem an it should go threw within the next 6-10 working days also after there pending period which is 48 hours Well I just tried to log into my account as I have done so all day just to check that I was not dreaming an it said pending now however I can't log in I have been locked out an been told to email risk management department as there is a problem Now there saying I breached the tearms which is a lie they just don't wanna pay out

Resolved

problem with account

HI there well i if been fraude by Luxury Casino. I play here for many years never won a price until last week i won 300 euro i that wow finaly i won here it comes. First they send me a mail that i made whitdraw and it thakes a vieuw days for the payout, this monday 18 februari 2013 they send a mail :
Our systems have detected that multiple Casino accounts have been created using your PC, email address or personal details.

The Casinos terms and conditions do not permit more than one real account per household, personal computer or e-mail address. This is necessary in order to reduce the casino's exposure to online losses.

As such, the winnings have been voided and confiscated. As a sign of good faith, your deposit will be refunded.

Kind regards,

Rudolf

Risk Management

Casino Rewards

I dint"t even know that i had two accounts there so i send them mail back and told them why you let me make deposit if it is not allaud to have two accounts and why you dint let me know ore warning me that i have two accounts. then he send this mail

Just because you have an old closed account does not mean that it does not exist. You still took part in the sign-up promotions on both accounts and therefore breached the terms and conditions of the casino.

It is your responsibility to ensure that you do not breach the terms and conditions. i told them if you are not to go payout my price then give me all of my deposits back the answer was no, and they closed my account. i called my lawyer and he told they have to pay the price ore give you all of your deposit back. i also send a mail to LGA but no answer yet. Can you help me?

Resolved