[IN PROGRESS] Luckyacecasino - bonus "abuse" problem

[winna12]

I was told earlier in week by luckyace support to send a email to manager@888.com,i did this and received following email -

Dear xxx,

Thank you for contacting the Management of the Support Department. My name is Helmut and I am replying to you on behalf of the Manager.

xxxxx, I reviewed your email and noticed that you are referring to an issue with our Operations Department. I have therefore forwarded your Email to the Management of this Department and you will receive a reply within the next 48-72 hours.

I would like to thank you for your time and patience.

If you require further assistance in this or any other matter, please feel free to contact us.

Kind regards,
Helmut
Supervisor
Member Support Department
manager@888.com
www.888.com

Today i received following reply-

Dear xxx,

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 xxxxxx.

Please be advised, I have passed your message over to the relevant personnel and you can expect a response between 24 - 48 hours.

Thank you for your patience and cooperation.

Regards,

David H
Operations Department
Cassava Enterprises (Gibraltar) Ltd
operations@cassava.net

Also received my initial deposit back yesterday.

[RobWin]

Originally Posted by maxd

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!

Could be some great Press & PR though for eCOGRA to actually do it publicly and reaffirm to everyone that they are the fair gaming advocate...

From the eCOGRA website:

Prompt payments, safe storage of information, random games, honest advertising, and responsible behavior by the online casino and poker room operator are the primary concerns of every player, so that means they are also the primary concerns of eCOGRA, "eCommerce and Online Gaming Regulation and Assurance".

Our goal is to deliver all of these player imperatives at quality sites carrying the eCOGRA “Safe and Fair” Seal. Be sure to look for it, everytime you play. If it’s not there, your site may not be safe. Independent Directors are solely responsible for determining which software developers are admitted as eCOGRA members, and which operators qualify for the eCOGRA Seal. And, in the unlikely event a problem develops while playing at an approved site, eCOGRA has developed a first class, fast, free player dispute mediation service. Additionally, we offer you a Fair Gaming Advocate, accessible on the eCOGRA site.

Your Advocate is available to represent you as a player, designed to be your voice and assure your questions, concerns and queries receive attention in a prompt, professional manner.


Play without worry only where you see this Seal

Looks like eCOGRA may have a law suit pending...

[RobWin]

This is simply amazing to me that this bunch continues to steal and use the eCOGRA seal as it still remains up on their website and it's so blatantly misleading too...

Someone new to online gaming would look at this and just assume that they have been certified by eCOGRA...this is so bad for this industry and eCOGRA needs to set an example with this bunch by suing their asses off for stealing copyright and false advertising where they say "we comply with all guidelines published by eCOGRA"...what a crock of S**t that is...

Also if you notice the eCOGRA symbol seal it clearly states on it "eCOGRA Casino"

[maxd]

I don't mean to divert the topic here but I have a favour to ask. Here's the problem:

I'm getting deluged with PABs on this Lucky Ace thing and most of them are rubbish:

- they almost all come from people who have only signed up here to do their PAB.

- often the player's haven't bothered to comply with the PAB requirements, in particular they haven't bothered to contact the casino to resolve their issues.

- many don't even know what the PAB is because they say "I deposited and won. Please ensure they pay me."

So what I'm thinking is that some joker probably posted about our PAB thing on a message board somewhere and it's driving all these dud claimants our way.

So, and the favour I ask, if anyone knows where this was done please let me know. Either I'll get the Admins there to post the necessary caveats, or you can pass them along yourself, namely:

Before submitting your claim, please check the following:

* You have done as much as possible to resolve this problem on your own.
...
* If you choose to publicize your complaint in the public fora, we reserve the right to disregard it. Making complaints a public debated issue will usually derail most arbitrations.
* If you joined the casino in question through an affiliate site or portal, please contact the portal as well to inform them that you are having problems.

[Roar]

Originally Posted by RobWin

This is simply amazing to me that this bunch continues to steal and use the eCOGRA seal as it still remains up on their website and it's so blatantly misleading too...

I got my initial deposit back today but the winnings remain outstanding. I want to say more about this situation but want my winnings first and foremost.

eCOGRA should act swiftly and without delay in order to protect it's integrity.

[RobWin]

Originally Posted by Roar

I got my initial deposit back today but the winnings remain outstanding. I want to say more about this situation but want my winnings first and foremost.

eCOGRA should act swiftly and without delay in order to protect it's integrity.

Well I'm glad to hear that you did at least get your deposit back and I also think that eCOGRA needs to act swiftly and not let this one linger, that's for sure...

[same_old]

what may be happening is most of the PAB'S maybe from people that hold account's with 888.com and then opened a account with luckyacecasino to find out luckyace already have the same client log file and personal details for all customers,and when they sign up to luckyace they just match the details and actually see if this person is a bonus abuser, fish, high roller etc..
then act accordingly,

888.com's bonus of $200 is very attractive for the bonus abuser so when seeing a new casino like luckyace that is offering the same attractive bonus, we will then see the bonus abuserscome out of the wood work..
888.com being around as long as it has im sure have a big list of bonus abuser's and other un wanted client's....
all speculation here but does add up

[jetset]

Originally Posted by RobWin

I'd like to know what eCOGRA thinks about this casino using their site approved seal and if they plan on taking any action against LuckyAceCasino for blatantly stealing it ?

Judging by Max's comment, this operation is not entitled to carry the eCOGRA seal, having not been submitted for inspection and monitoring or accepting the authority of that body. That said, as a white label I think it's a fine point and one that will need addressing if 888.com (which does have eCOGRA sealing) is going to launch more of these white labels that can result in this sort of trainsmash.

If Luckyace is claiming eCOGRA approval and displaying the seal under these circumstances it's a blatant deception added to the other suspicious things going on here, and I have drawn the attention of eCOGRA to this fact.

888.com needs to get on the ball fast with this issue.

[maxd]

LATER: What follows is the original text of this post and you'll see if you read the thread that it caused no small amount of furor. Rightly so, I screwed up. Please see this post for the new improved take on this issue.
---------------

It's becoming clear to me that LuckyAce has, or is in the process of, returning a lot of player deposits and closing their accounts (though not necessarily in that order).

While this may not be the sort of thing that makes the casino very popular it is well within their rights to do so. Every player at Lucky Ace agrees to the following points in their Legal Warning when they sign on:

So, if you receive one of those "goodbye" letters AND you get your deposit back then you have no grounds to complain and certainly no grounds for a PAB. LATER: Let me elaborate a little. I would say you do have grounds to be pissed off and point them out for their lousy actions but according to the terms of the player agreement at LuckyAce you don't technically have a grievance you can bring before them.

So let me spell this out: if your Lucky Ace account is closed and you get your deposit back then they are doing exactly what you agreed to let them do and there are no grounds for a PAB.

If they withhold all of your monies or simply aren't paying you then yes, there's ground for complaint and you're welcome to do so as long as you comply fully with the rules of the PAB process. In particular this means that you have read and respected Rule #1 of the PAB process namely you have "done as much as possible to resolve this problem on your own."

That latter bit means that you have repeatedly tried to contact them regarding some grave issue, such as non-payment, and after some reasonable period of time -- say 5 business days or more -- you have received no meaningful response.

What really frosts my muffins is that a number of the PAB applicants haven't done doodly to pursue their issues on their own. In some cases they received their "goodbye" letter and the very same day they do the PAB without ever having done a blessed thing on their own. It's as if someone somewhere told then "hey, don't like what you're getting -- or think you might get! -- from LuckyAce? No worries, just sign up and PAB at Casinomeister!" This is very bad advice! And quite likely to grievously annoy the one person who will be processing your PAB, namely me.

Make no mistake, I am singularly underwhelmed with the things Lucky Ace is doing and even less impressed with the things they are failing to do -- like provide a contact person or representative to help us deal with this situation -- but that doesn't make them a Rogue casino, nor does it validate a tsunami of spurious PABs. Sadly all it really means is that you might want to consider the wisdom of taking your action elsewhere.

[maxd]

Originally Posted by jetset

Judging by Max's comment, this operation is not entitled to carry the eCOGRA seal ....

Just for the record I need to be clear about this: I don't know for a fact whether Lucky Ace is entitled to sport the eCOGRA seals or not. Apparently they think they are (per their communications with GrandMaster). It was my impression that the eCOGRA rep didn't think so, both from her reply to a third party which indicated that eCOGRA doesn't handle issues for non-eCOGRA casinos and from my own exchange with her wherein I alerted her to the presence of the eCOGRA seal at the LuckyAce site.

What we have is the confusing situation where they are not on the Accredited list at eCOGRA yet they continue to sport the eCOGRA seal, word their Responsible Gaming web page as if they are associated with eCOGRA, and claim to be "covered by 888.com's ecogra membership."

My sincere hope is that the coming few days will see this mess cleared up by the parties involved, namely eCOGRA and 888 Holdings. I'm assuming that LuckyAce has and is continuing to pursue their own agenda.