Ag Awards

LadyLuck's Casino - Suspended account but allowed to make deposits

Whatev United Kingdom Message
Posted on April 1, 2016

I spent a lot of money on this site and when I went to make a withdrawal I was told I was suspended and had been since 2 weeks prior, I then challenged how I was allowed to deposit so much money then and was fobbed off with a story about being confused with another account I had on a different site.
Are they even allowed to check this data without a reason?
I believe as per their own t&c's that deposits would be refunded if account not verified with 72 hours, I deposited over a week later.
I think this is really dangerous for gamblers are you rely on sites being about to actually stop people from gambling if they are excluded.

Posted on April 1, 2016

Hi Ellen;

This issue pertains to an Elite Mobile Casino Account not a LadyLucks one (which form part for the same casino network, hence the cross referencing of info). Nonetheless, As communicated to you by our service team your account was suspended because the surname registered with your (verified) LadyLucks account does not match the surname registered with your Elite Mobile Casino Account, therefore we are unable to carry over the validation. Kindly contact Sarah our VIP Manager on 00447577950469 and she will assist you in this matter.

Whatev United Kingdom Message
Posted on April 1, 2016

After calling the number above I spoke with a man who confirmed and has also stated the call is recorded that my account for Lady Luck was suspended on 16th March, so I would like you to refund all deposits made from this date onwards please. I will not be verifying my id as he Aldo's stated my account was verified so I do not see the relevance of asking me for further documents.
Please listen to the call made today

Whatev United Kingdom Message
Posted on April 1, 2016

Your own websites states you will not be able to make any wagers until it is resolved.

Whatev United Kingdom Message
Posted on April 1, 2016

Just received a callback from Sarah, who seems pretty helpful so let's wait and see

Whatev United Kingdom Message
Posted on April 1, 2016

Account now not accessable

Posted on April 5, 2016

Hi Ellen;

The reason the security issue came to light is as follows
You registered your Elite Mobile Casino account 11/03/2016 using the following details:

Ellen N
1** H****t Lane

Having spoken with you, you have confirmed that this is your current address and correct married name at time of opening account

I did state however I was not able to understand how eight days later on 19/03/2016 you then opened a LadyLucks account using the following details:

Ellen M
** G******y

This raised flags with Fraud and Security as the mobile number used was identical across both accounts, but the names and address were different. As mobile billing was involved as well as credit card deposits via a credit card with a mismatched name, these have all raised flags with the fraud & security team who have then requested your ID.

All that is required to resolve this is a copy of your ID with the details submitted. We have offered an additional bonus to compensate you for providing this however this has not been forthcoming, therefore the account will remain locked until the correct ID documentation is provided.

We remain at your disposal.

The LadyLucks Team

Whatev United Kingdom Message
Posted on April 5, 2016

The issues with the payments only happened after 45 deposits and I tried to withdraw. The offer of a bonus is not correct and I have been given incorrect information on many occasions, Sarah even confirmed after listening to the calls that their customer service " was backwards in coming forwards" this while experience has been topped off by the comment on th bonus as this is not correct - I am currently awaiting the call transcripts.

Whatev United Kingdom Message
Posted on April 6, 2016

I have not had any response back from Lady Luck today, so just awaiting the call transcripts, I am keen to get these to show the misinformation I have been told on a number of occasions. Also it is interesting to read other people's experiences as I pointed out to Sarah I would not have been able to withdraw any winnings in any case as I cannot provide documents to verify my details and her response was that I would have as they can at their descection but I can see lots of people that have been told no and refunded their deposits so I think this is double standards.
Also I saw a post around the casino terms #19 m) is this a general casino rule or percific to a brand? It was on a post relating to another probability site Winneroo.

Posted on April 9, 2016

Dear @Whatev,

Did you provide necessary documents to casino so they can verify you account? Thank you.

Whatev United Kingdom Message
Posted on April 11, 2016

Good Afternoon,
This has been resolved with a resolution that both parties have agreed to, Sarah has been great.

Many thanks

Posted on April 12, 2016

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

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