Hi AskGamblers.com,
I would like to make a complaint about Luck3 casino for non payment of winnings.
On the 23rd march Luck3 e mailed me with a free chip coupon HB2010 for $20 valid only on the 24th March as it was my birthday. I entered the code and up came the Terms and Conditions Playthrough was $1300 valid for play on certain slots (slots named) and completion of the playthrough requirements the bonus funds winnings would be limited to $91.91 and transfered as cash to the casino account. I played this bonus and was fortunate enough to win met the wagering requirements and the casino balance changed to $91.91 I kept on playing and stopped when I reached $600.91...lol ! I then submited a withdrawal request and an e mail followed requesting the following:
"Dear Customer,
For your first withdrawal, in order to verify your account and make a withdraw, we require to see the following:
1. Copy of your Passport or Driving License
2. Luck3 login and e-mail.
You should scan the documents and send them to us by attaching them to an e-mail addressed to [email protected].
Your first withdraw will be considered in 2-3 days after receiving documents. But such procedure will take place only for the first time you require your withdrawal, your further withdrawals will be made shortly.
In case your email is returned back and there is some error indicated, please contact Luck3 Customer Support by the Live Chat and inform about the Error.
We would very appreciate if size of email wouldn't exceed 3MB.
Thank you for understanding on this matter. If you have any problems or questions, please feel free to contact us.
Thank you for choosing Luck3,
Best Regards,
Luck3 Support Team
http://support.luck3.com
[email protected]"
I returned my documents and the following day the following e mails were sent:
"Dear < name removed > (Client ID: 106,923), we have received your deposit (for transaction details see below). You can use the money deposited for participating in any of the LUCK3 games.
Transaction info: ID: 38,361
Type: Deposit
Currency: USD
Amount: 501.91
Payment provider: Bank Transfer
Approval date:
Mar 29, 2010 08:39:16
LUCK3 guarantees that your personal and financial information remains 100% secure and confidential. !
In order to safeguard the data of our customers, LUCK3 is using a 256-bit SSL encryption. Remember, You can always find the new actions and promotions at http://www.luck3.com/promotions.html In case of any problems, please contact our Customer Service at any time using E-mail: [email protected]
Good luck!
LUCK3 Team
Luck3.com Online Casino & Poker Room"
"Dear < name removed > (Client ID106,923), the withdrawal from your LUCK3 account has been approved (for transaction details see below).
Transaction info: ID 38,362
Type: Withdraw
Currency: USD
Amount: 501.00
Payment provider: Bank Transfer
Approval date: Mar 29, 2010 08:43:25
LUCK3 guarantees that your personal and financial information remains 100% secure and confidential. !
In order to safeguard the data of our customers, LUCK3 is using a 256-bit SSL encryption. Remember, You can always find the new actions and promotioms at https://www.luck3.com/promotions.html In case of any problems, please contact our Customer Service at any time using E-mail:[email protected]
Good luck!
LUCK3 Team"
"Dear player,
Thank you for sending your documents. All documents are verified and your withdrawal is approved. Please pay attention that maximum cash-out of Happy Birthday bonus is $99, and this amount was transferred to your account. We hope we were able to help you with this. If you have any further questions, don't hesitate to contact us again.
Thank you for choosing Luck3,
Best Regards,
Luck3 Support Team
http://support.luck3.com
[email protected]"
So it appears I could only cash out $99 I asked for a link to be provided confirming this which they did,fair enough but I cant say that I saw that when accepting the bonus. The $99 was paid to my neteller account but was immediately declined (bounced).
I contacted Neteller who gave me a code asking them the reason why they said there could be many reasons but the most likely reason was the merchant had insufficient funds to meet the transaction.
I got back onto Luck3 who said they would resend the funds nothing happened I asked them again no response. Then realising I had probably hit a "Rogue Casino" I asked them to close this account with immediate effect after payment of the $99 had been made Luck3 responded:
"Dear Customer,
We have forwarded information to our Security Department so they can close your account after withdrawal. But please pay attention that we are able to make a payment to your account only if it is verified. In order to verify your account and make a withdraw, we require to see the following:
1. Copy of your Passport or Driving License.
2. At least minimal deposit through that system, which would you like to use to receive your withdrawal.
3. Luck3 login and e-mail.
You should scan the documents and send them to us by attaching them to an e-mail addressed to [email protected].
Your first withdraw will be considered in 2-3 days after receiving documents.
We would very appreciate if size of email wouldn't exceed 3MB.
Thank you for understanding on this matter. If you have any problems or questions, please feel free to contact us.
Thank you for choosing Luck3,
Best Regards,
Luck3 Support Team
http://support.luck3.com
[email protected]"
So after already having my account verified and the withdrawal approved sent to my account which was not received we are back to square one. I admit at this point after fully realising Luck3 is a con losing my temper writing e mails threatening the casino with casinomeister and complaints making sure that everyone knows Luck3 does not pay its clients, the last email from them was:
"Dear player,
Your account is closed. But please keep in mind that you can re-open it any time.
We hope we were able to help you with this. If you have any further questions, don't hesitate to contact us again.
Thank you for choosing Luck3,
Best Regards,
Luck3 Support Team
http://support.luck3.com
[email protected]
Ticket Details:
Ticket ID: HML-162481
Department: General
Priority: Medium
Status: Closed"
I keep asking them this and get no resonse.
"Dear Luck 3,
Please provide me with the following information:
1) The name and e mail address of the casino manager or casino representative
2) The reason for non payment of $99 which I won in the Luck 3 Casino"
Many Thanks For Your Assistance With This Matter Andrew Smith Obviously I would have liked to have received my winnings but my main concern now is there will be other players that are depositing their money into this casino and if as I suspect it hasn't any money they wont be getting paid.
The customer service is awful but players need to be warned of this casino.
Many thanks for any help you can offer and please warn other players losing money at these places as we know is all too easy but not getting paid when you win is a disgrace and disgusting.
Kindest Regards,
< name removed >
