[IN PROGRESS] Luckyacecasino - bonus "abuse" problem

[Shocked]

For those with insomnia and who have read this whole thread - I sent them a polite email asking them why they were saying that I was abusing bonuses..and today it's all been cleared up with this reply from them:

Dear [not telling],

This is John D. from the Operations Department at Cassava (Gibraltar)
Ltd. Cassava Enterprises manages operational services for
LuckyAceCasino.com. I am writing with regards to your account with the
username [not telling].

Please accept my apologies for lateness of this reply. We have been
experiencing an extremely high volume of emails which has prevented us
from reaching our normal response time of 24-48 hours.

[not telling], upon recent review it has been noted that your accounts related
to other accounts that have been permanently blocked for reasons which
due to our privacy policies I am unable to disclose.

Due to this, your account has been permanently blocked and will not be
re-instated.

Please refrain from opening any account on our site or affiliates as
these will be blocked immediately and any deposit forfeited.

Therefore in light of all above I now consider this matter closed and no
further correspondence on this issue will be entertained.

Kind regards,
John D
Operation Department
Cassava (Gibraltar) Ltd.
operations@cassava.net


So, they're blocking my lucky ace casino a/c and nicking my bonus and non-bonus winnings, because I was blocked at 888 at the same time..and they can't tell me why I've been blocked at 888 because it's private and non-of-my-business...apart from it being about my business. Oh and I'm not allowed to talk to them anymore because they don't want to talk anymore??

Is that about right?

[RobWin]

Sounds like they are sending everyone the same mass email letter...WTF...

I really want to know how eCOGRA is going to deal with this mess ?

[maxd]

eCOGRA has already stated that it's not their mess to deal with since Lucky Ace is not one of their Accredited casinos. If you read the text carefully Lucky Ace doesn't actually say they are certified by eCOGRA, just that they "comply with all guidelines". Presumably Lucky Ace is showing the eCOGRA "Play It Safe" seal without eCOGRA's permission, at least that's the impression I got when I informed their rep about it.

For those of you following this issue I'm afraid I have to report that the news isn't good. All I hear is "888 have confirmed that they are aware of the disputes and are currently investigating the situation."

And nothing happens. Their rep here is no longer responding to my PMs. To date I have about 18 formal complaints against Lucky Ace -- admittedly a number of them are "On Hold" for a variety of reasons* -- and nowhere to send them because no one at 888 will step forward and take responsibility for dealing with these issues.

If you think this is seriously bad behaviour on the part of Lucky Ace, and by association 888.com and 888 Holdings, then you've come to the same conclusion I have. If we don't see changes in this situation VERY SOON I'm going to be looking at taking some formal steps against the lot of them.

* If your issue is "On Hold" you'll have received a PM from me indicating (1) there is info missing from your PAB and I'm waiting to hear back from you, or (2) the reasons for your issue being moved to "On Hold". If you've received no such PM then you can assume the PAB is active and I'll proceed with it as soon as there is someone from LuckyAce/888 willing to step forward and take responsibility for looking at them.

[maxd]

FWIW, and for the record, this is another one of those boiler-plate letters players are reporting having received:

Dear xxxxx,
This is Henry M from the Operations Department at Cassava Enterprises (Gibraltar) Ltd. Cassava Enterprises manages operational services for LuckyAceCasino.com. I am contacting you with regards to your account with the username "xxxxx" and in response to your email.

With regards to your all accounts, this has been reviewed and the decision to permanently discontinue your membership still stands. This decision is final and has only been taken after careful consideration of all factors involved.

Please refrain from opening any further accounts with any site owned or operated by 888.com as these too will be blocked and no deposits returned.

Please note we now consider this matter closed and no further correspondence will be entered into.

Regards,
Henry M
Operations Department
Cassava (Gibraltar) Ltd.
operations@cassava.net
Fax: +350-59975

[GrandMaster]

eCOGRA has already stated that it's not their mess to deal with since Lucky Ace is not one of their Accredited casinos. If you read the text carefully Lucky Ace doesn't actually say they are certified by eCOGRA, just that they "comply with all guidelines". Presumably Lucky Ace is showing the eCOGRA "Play It Safe" seal without eCOGRA's permission, at least that's the impression I got when I informed their rep about it.

I have talked to Lucky Ace customer support. They claim they are "the same as 888.com" and that they are covered by 888.com's ecogra membership.

[RobWin]

I have talked to Lucky Ace customer support. They claim they are "the same as 888.com" and that they are covered by 888.com's ecogra membership.

I thought that each individual casino had to be certified independently by eCOGRA and couldn't fall under the groups umbrella ?

[maxd]

I have talked to Lucky Ace customer support. They claim they are "the same as 888.com" and that they are covered by 888.com's ecogra membership.

I've talked to Tex Rees, the eCOGRA rep, and she seemed to think otherwise. That said the eCOGRA seal is still up at LuckyAce so ... who knows?

In a way I hope that LuckyAce is "covered" by the 888 membership at eCOGRA. That way we'll at least be able to ask the eCOGRA people to take a serious look at this mess. In my experience thus far good things happen when the eCOGRA people get seriously involved.

PS. 888.com is on eCOGRA's Accredited list but LuckyAce isn't.

[juan988]

Lucky Ace has voided my winnings for $1k+ along with the same reasons as everyone else. I believe somehow because I won more than what might be considered normal and that I placed $50-200 bets the whole time instead of more conservative ones, they're calling my playing abuse of bonuses. But they haven't explained this, I'm only guessing.

How do these casinos manage to stay in business?

From their side I've received only this message:

Dear xxxx,

This is David H from the Operations Department at Cassava Enterprises
(Gibraltar) Ltd. Cassava Enterprises manages operational services for
LuckyAceCasino.com. I am contacting you with regards to your account
with the username juanPena.

According to the User Agreement you have with us, in the event that we
believe that if a user is abusing or attempting to abuse a bonus or
other promotion, or is likely to benefit through abuse or lack of good
faith from a gaming policy
adopted by us, then we may in our sole discretion, deny any bonus or
promotion, or rescind any policy in respect of that user, either
temporarily or permanently.

We have noticed that the only purpose you are opening accounts with us
is to abuse our Bonus offer. These actions have nothing to do with the
gaming services we provide and are not welcome.

This Email is to inform you that we have made a decision
to discontinue your membership with LuckyAceCasino.com.

Any requested cashouts will be paid up to the initial deposited amount
and any remaining funds will be returned to the bankroll and voided.

Please refrain from opening further accounts with casino's owned and
operate by Cassava Enterprises Ltd, as they too will be blocked and the
deposits not returned.

Regards,

David H

[GrandMaster]

I've talked to Tex Rees, the eCOGRA rep, and she seemed to think otherwise. That said the eCOGRA seal is still up at LuckyAce so ... who knows?

In a way I hope that LuckyAce is "covered" by the 888 membership at eCOGRA. That way we'll at least be able to ask the eCOGRA people to take a serious look at this mess. In my experience thus far good things happen when the eCOGRA people get seriously involved.

PS. 888.com is on eCOGRA's Accredited list but LuckyAce isn't.

Ecogra should send a "cease and desist" letter to Lucky Ace, and have some words with 888.com, since 888.com is clearly in some kind of business relationship with Lucky Ace.

[maxd]

Ecogra should send a "cease and desist" letter to Lucky Ace, and have some words with 888.com, since 888.com is clearly in some kind of business relationship with Lucky Ace.

I'll second that! Frankly this whole situation stinks and I really hope that eCOGRA and 888 step up to the plate and do what needs be done to clean it up. I can understand that they might not want to do that publicly but still, get it done!