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CasinoLuck - Missing funds due to game glitch followed by inadequate investigation of the issue

RESOLVED
Kingswood81 Netherlands
posted on November 24, 2017.

I have been gambling online for 8 years now and spent probably over a million. My 'total game play' might be somewhere around 25 mio. All casino accounts I have opened (via AskGamblers) have always been examined by me on AskGamblers, I like to play at fair and reputable casino's. I have a positive track record and large game plays at many of them. My faith in the online gambling industry has always been high and I have always been telling people: "as long as you select reputable, licensed and audited casino's, you are better off than in your local casino due to the high RTP of online casino's".

Right now, I am afraid that I cannot be that big spender and ambassador for the online gambling industry anymore. On Tuesday night 14th / Wednesday morning 15th I deposited EUR 7100,- in total at CasinoLuck. After make my last deposit for the 'night', EUR500,-, I was finally lucky. While playing EU20,- per bet on the game Renegades, which I recently discovered and which is one of my favorites now, I got a bonus game. During the first free spins, my balance went up form 500 to over 2500. Than the bonus game got retriggered and I was extremely excited since my balance went up from 500 to over 2500 in the first spins only and I had a lot of spins left. With over EUR20,- per bet, one might expect that my EUR 7100,- loss that night might be deducted big time or even turn out to be a win! But, unfortunately, short after the retrigger of the bonus game, "my session timed out". This was an error from CasinoLuck in the middle of an active and retriggered bonus game. No lost connection, no internet problems, just a session which was timed out by CasinoLuck. Normally, one can experience this while not being active for a while due to safety purposes, which is good. But I was in the middle of a EUR20,- per bet retriggered bonus game.

Well, this is not convenient and spoils the excitement of the moment a bit, but I experienced similar situations at other casino's before and after logging back in I always found that my balance was in order and the pending bonus games were continued, so fair enough. But not this time. After logging back in, my balance was down to approx. EUR 500,- which was my balance right before the bonus game started. All the bonus games were gone. I tried some low value bets on the game Renegades, hoping that my previous session would be restored but none of this all.

I immediately tried to contact live chat but they were closed. Than I immediately sent an e-mail explaining the situation and asking for help. I stayed up until the morning in order to be able to contact live chat as soon as they 'opened up'. No solutions were given at that moment, they escalated it to the technical department. I contacted live chat later that day in a really polite way, they told me that they 'really needed me to be a little bit more patient'. A day later, I received an e-mail from them:

Dear XXXXXX,
We thank you for playing at CasinoLuck and hope you are enjoying.
I am writing to inform you that our technical department has checked your bets and as per our Disconnection Policy this round was automatically finished for you when the connection was lost. The 2500 coin win depends on the coin value you had. In this case the coin value was less than 1.00.
I would also like to let you know that you have 50 free spins on Astrodice waiting for you to use.

Well, in this e-mail they admit that there was a 2500 coin win in total but they claim that my coin value was less than 1.00. That is not true. My last bets were under 1.00 just to try to restore my previous session. So, it is not about my last few bets, this is about the bets before that. I gave them an exact time window. And those bets are gone. As well as my balance and bonus games. I cannot find these bets back in my game history either. But I can prove that I deposited large amounts of money. Sometimes in that (14 - 15 November) session EUR 1200,- in less than 25 minutes (500+200+500). Please tell me, how can I spend 1200 in 25 minutes with such low bets?

I replied to this e-mail but did not get any respond. Until I was contacted by a personal VIP Account manager who called me for a promotion. She was not aware at all of the issue and told me that her colleague sending the initial e-mail was ill at home. I explained the situation to her. She would sort it out for me and come with a solution. I waited for days and after 5 days I sent a polite e-mail to [email protected] in which I asked for an update. No response. 27 hours later I sent another reminder. No response. Than I contacted live chat. I had to explain my situation all over again. Please see screenshot. Regina, my VIP accountmanager called my yesterday afternoon confirming what I was told on livechat. During my first telephone call a week earlier she asked me for proof and screenshots. How can I have screenshots if my session is timed out by Casinoluck and instantly after, I am redirected to the lobby to log back in? Should I make screenshots every split second while playing in order to be able to proof should anything go wrong? Nice business is this..! So, when she called me yesterday she confirmed again that 'there is nothing I can proof'. We cannot do anything for you. I am ready to send all e-mails over to AskGamblers upon their request. I have offered CasinoLuck to find a solution together without third party interference for 5 times. There is no other option left than filing a compliant here. AskGamblers, if you want to check my trackrecord at over 10 high ranked and / or AskGamblers certified casino's please let me know.

posted on November 27, 2017.

Hi Wouter,

Thanks for the information you have provided. We will consult the technical department and the VIP department to see what can be done in your case.

Thank you for your patience.

Kind regards,
CasinoLuck

Kingswood81 Netherlands
posted on November 27, 2017.

Dear Casinoluck,

Thanks for your reply.

Im am looking forward to your reply and hope that this all was based on a misunderstanding.

Kind regards,

Wouter

posted on November 28, 2017.

Hi Wouter,

In light of this matter a good will compensation has been issued to your account.. We hope it helps and we wish you the best of luck!

Kind regards,
CasinoLuck

Kingswood81 Netherlands
posted on November 28, 2017.

Dear Casinoluck,

Thanks for responding so quickly. Unfortunately, this goodwill compensation does not compensate the missing funds in this case by far. Apart from that, it is bonus money that has been issued. I am looking for proper investigation and a proper solution. The missing funds account over €2000,- plus missing bonus games at €20,- per bet. That cannot be compensated with that amount of bonus money.

A fair solution would include one of the following options:

A: if technically possible, restoring my session. That would be the most fair solution. No one knows if I was about to hit extraordinary big with €20,- per bet and a retriggered bonus game..

Or

B: A proper and fair compensation in real money. I spent €7100,- that night. And the trouble we are in now is not my my fault.

Best regards,
Wouter

posted on November 28, 2017.

Hi,

Please let us clarify the situation to Askgamblers to begin with:

After having reviewed your game history, there are no records at all of any 20 EUR bets in Renegades after your last 500 EUR deposit. After your last deposit, we have a total of 4 bets in Renegades on your account. All those bets are of EUR 0.80. We assume these are the bets you are referring to that were made after the claimed disconnection. Previous to that, there are no other bets att all recorded after your last deposit. The support is not admitting to any 2500 coin win, since there is no such win on the records. The agent is merely speculating that you are perhaps mistaking some big win with a small one as you were only betting tothe size of EUR 0.8.

Since there are no records whatsoever of your claimed bets and bonus session, we can only assume that you have lost connection before it even started or that you have mistakenly entered the game in fun/demo mode after opening the game again after your last deposit.

We believe a 1000 EUR bonus is generous good will compensation for a claimed error that there are no records of. I'm afraid we cannot do anything further here. We will be happy to provide the game history records from the server and transactions history records to Askgamblers if that is what is needed to close this complaint and remove any doubts.

Regards,
CasinoLuck

Kingswood81 Netherlands
posted on November 28, 2017.

Hello,

For me it is very hard to believe that I have entered the game in fun mode. I have vast experience in online gambling and I actually saw my balance go up from 500 to over 2500 in the bonus game before the connection was lost. In fun mode, one does not start with 500 fun coins right? I did not dream it and I was not under influence of anything or whatsoever.

You are right, the 0,8 bets are the ‘trying to restore session bets’ after the session was timed out and I logged back in.

Can you explain me how it is possible that CasinoLuck times out an active session anyway?

Please send over all available logs to Askgamblers.

Thanks,
Wouter

posted on November 29, 2017.

Hi,

We kindly ask the AG complaints team to email our rep with the request for the logs and this will be provided.

Best regards,
CasinoLuck

AskGamblers
posted on November 29, 2017.

Dear CasinoLuck,

Please provide the game history records from the server and transactions history records. Aforementioned evidence please send directly to the AskGamblers Complaint Team at suppor­[email protected]­skg­amb­ler­s.com.

Thank you in advance.

posted on November 30, 2017.

Hi,

@askgamblers, the requested material has now been sent.

Best regards,
CasinoLuck

AskGamblers
posted on December 1, 2017.

AskGamblers Complaints Team requested additional evidence and information from the CasinoLuck team.

posted on December 5, 2017.

Hi,

No problem at all. This will be sent.

Regards.
CasinoLuck

posted on December 6, 2017.

Hi,

The requested item has been sent.

Regards,
CasinoLuck

AskGamblers
posted on December 6, 2017.

AskGamblers Complaints Team has been provided with enough information and evidence on behalf CasinoLuck management in regards of this complaint to confirm and justify the casino actions. After receiving the full game log, which was examined very carefully, Askgamblers Complaints Team could not find any confirmation for the existence of unfinished 20 bet game rounds mentioned in the player's complaint.

Moreover, player was offered an adequate and fair compensation despite the fact the issue he was claiming for was never proved. 

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant licensing authority responsible for CasinoLuck.

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