BetLuck Casino has stolen my money and closed my account

[nani]

Hi everyone

Just the other day 1st september I logged into an account I opened 6 months ago at BETLUCK CASINO but never used and I deposited Money for the first time the other night... immediately bonuses appeared so I went to the control panel and deleted them immediately as I know they come with waging requirements.. I deposited £500 UK pounds in total and played for an hour or so I then went to withdraw £400 UK pounds and in the banking section it said I have £400 to play with but £0 availaible to be withdrawn, I then read the terms and conditions and with any first withdraw they need ID proving age, so in the ID document tab I uploaded my driving licence.. I then called their helpline and the lady said they will call me back as someone is there to call me but no call came so I emailed them stating what the site was saying and they replied today stating;

'Deleting your bonus's has deleted any winnings you may have won with those bonus's hence the reason for a 0 balance in your gaming account as per our terms and conditions'


I am furious as I never played even one game with the bonus's and I didnt win anything also so this is theft! No I cant access the site using my log in details..I don't know what to do as I have never experienced any issues playing online before... I dont know whether my bank can help as im in the UK and not USA.

Someone please tell me they can assist me as I'm distraught...

Thanks so much in advance.. the site is:

xhttp://www.betluck.co.uk/

Anthony

 

[Casinomeister]

Hi Anthony,

Could you please provide us with a URL of the casino so we can check out who you're dealing with? Thanks!

 

[chayton]

oh man....that's one of those white label casinos. I don't think there's a rep here but hopefully someone with more info will chime in.

EDIT: Bryan, I think it's betluck.co.uk which is a Plus-Five white label skin....

 

[nani]

oh man....that's one of those white label casinos. I don't think there's a rep here but hopefully someone with more info will chime in.

EDIT: Bryan, I think it's betluck.co.uk which is a Plus-Five white label skin....

Sorry whats a white label? are they scammers?

 

[Casinomeister]

White label casinos may be problematic since in most cases, it's a few people who have purchased the licensing rights from a third party. In other words, these casinos may be either under-funded or have inexperienced managment, or both. The casino support may be outsourced as well.

 

[chayton]

In a nutshell, a white label is a casino that's branded as it's own but is really just a skin for another casino. Usually all the banking and customer service is handled through the parent company. Not necessarily a scam (depending on who the parent company is) it just makes it more difficult to find out who to go to if things go wrong. EDIT: Sorry Bryan was writing at the same time.

If I were you I'd do a PAB and let Max try to get to the bottom of it.

 

[mattsgame]

I cannot find much on their promotional terms and conditions or how to even cancel a bonus. When you cancelled the bonus do you remember the exact wording of what it said? Cancel or Forfeit etc.

Hopefully You get your money back and then stay well clear of this place. I found some dooozy terms and this is just one of them:

"Crediting of Wins over £/€1,000 (or 10,000 SEK) to a players account will be immediate, however, the funds may not be withdrawable for up to 60 days. To allow the win to be thoroughly investigated"

 

[maxd]

@ nani : PAB received but it has errors that need correction. Please read the PAB FAQ -- link is in my sig -- paying particular notice to section 3.1. Thank you for your cooperation.

 

[MisterBJ]

I cannot find much on their promotional terms and conditions or how to even cancel a bonus. When you cancelled the bonus do you remember the exact wording of what it said? Cancel or Forfeit etc.

Hopefully You get your money back and then stay well clear of this place. I found some dooozy terms and this is just one of them:

"Crediting of Wins over £/€1,000 (or 10,000 SEK) to a players account will be immediate, however, the funds may not be withdrawable for up to 60 days. To allow the win to be thoroughly investigated"

A BIG FAT WOW!!!!

 

[Przecinek]

"Crediting of Wins over £/€1,000 (or 10,000 SEK) to a players account will be immediate, however, the funds may not be withdrawable for up to 60 days. To allow the win to be thoroughly investigated"

Got to be the worst 'reverse withdrawal' pending period ever.

Pretty obvious this operation was set up right from the start to just take your money.

 

[rena35]

thats just awful

 

[tomgalanis]

I've forwarded this to a consultant who's contracted by Betluck - it seems they were unaware of the issue. I'm sure they'll be in touch to resolve this via Plus Five Gaming, the supplier.

 

[vinylweatherman]

I've forwarded this to a consultant who's contracted by Betluck - it seems they were unaware of the issue. I'm sure they'll be in touch to resolve this via Plus Five Gaming, the supplier.

Sounds like there are too many parties involved, no wonder it's such a mess for players. It appears that it's a game of pass the parcel with player issues, but with no one taking charge of seeking a resolution.

It's an illustration of why "white label" casinos are not well thought of in general, especially amongst players.

 

[summer1987]

On Behalf of Plus-5 Gaming

"After investigating the players account I can see that he has deposited a total of £500 which has a 1 times wagering requirement attached to it, these funds were played through on various fixed odds roulette games and network poker and live dealer. None of the above games count towards WR as they are either games which can be used to place risk free/virtually risk free bets or in the case of poker and live dealer these games require a transfer into the game and transfer out (ie. transfers are used instead of wagers)


I can see that the player self barred his account on 03/09/2013 01:00:18 if this was accidental we will require notification from the player he wishes to re open the account


Of course we do not wish for our players to have a negative experience at Betluck or indeed on any Plus-Five site and for this reason we would be prepared to offer this player a compensation even though there has been no fault of the casino. It is beneficial that our T&c's are understood by all who read this.


Regarding the 60 day investigation period on withdrawals, this only applies to accounts which have a suspicious betting history or have been flagged as suspicious by either our fraud department or a third party payment processor.


Our T&C's have now been updated to better explain this, we have also reduced the investigation period to 30 days.


We welcome any further questions.


Best regards,

Plus-Five Gaming Ltd

 

[aceking123]

"After investigating the players account I can see that he has deposited a total of £500 which has a 1 times wagering requirement attached to it, these funds were played through on various fixed odds roulette games and network poker and live dealer. None of the above games count towards WR as they are either games which can be used to place risk free/virtually risk free bets or in the case of poker and live dealer these games require a transfer into the game and transfer out (ie. transfers are used instead of wagers)


I can see that the player self barred his account on 03/09/2013 01:00:18 if this was accidental we will require notification from the player he wishes to re open the account


Of course we do not wish for our players to have a negative experience at Betluck or indeed on any Plus-Five site and for this reason we would be prepared to offer this player a compensation even though there has been no fault of the casino. It is beneficial that our T&c's are understood by all who read this.


Regarding the 60 day investigation period on withdrawals, this only applies to accounts which have a suspicious betting history or have been flagged as suspicious by either our fraud department or a third party payment processor.


Our T&C's have now been updated to better explain this, we have also reduced the investigation period to 30 days.


We welcome any further questions.


Best regards,

Plus-Five Gaming Ltd

hi plus five are you going to be hanging around here for sometime as the rep for these casinos as this would be very helpful to players etc etc ? ? ? maybe check in with byran for a heads up ) welcome anyways

 

[mimi26]

"After investigating the players account I can see that he has deposited a total of £500 which has a 1 times wagering requirement attached to it, these funds were played through on various fixed odds roulette games and network poker and live dealer. None of the above games count towards WR as they are either games which can be used to place risk free/virtually risk free bets or in the case of poker and live dealer these games require a transfer into the game and transfer out (ie. transfers are used instead of wagers)


I can see that the player self barred his account on 03/09/2013 01:00:18 if this was accidental we will require notification from the player he wishes to re open the account


Of course we do not wish for our players to have a negative experience at Betluck or indeed on any Plus-Five site and for this reason we would be prepared to offer this player a compensation even though there has been no fault of the casino. It is beneficial that our T&c's are understood by all who read this.


Regarding the 60 day investigation period on withdrawals, this only applies to accounts which have a suspicious betting history or have been flagged as suspicious by either our fraud department or a third party payment processor.


Our T&C's have now been updated to better explain this, we have also reduced the investigation period to 30 days.


We welcome any further questions.


Best regards,

Plus-Five Gaming Ltd

Hang on, why was there WR attached to someones own money, they never took the bonus they deleted it

 

[jjezebel37]

Hang on, why was there WR attached to someones own money, they never took the bonus they deleted it

Yes, i would like to know why there is a WR when they clearly had no bonus attached. That couldn't be right?

 

[mimi26]

Yes, i would like to know why there is a WR when they clearly had no bonus attached. That couldn't be right?

I have re read the thread to see if I am missing something but I cant see it

 

[Borgie]

Hang on, why was there WR attached to someones own money, they never took the bonus they deleted it

I can't comment on this casino but Betsafe have the rule that you have to play a deposit through once before withdrawal.

 

[mimi26]

I can't comment on this casino but Betsafe have the rule that you have to play a deposit through once before withdrawal.

wow that really amazes me, so I could deposit 500 quid of my OWN money play some and realise I am on a real losing streak decide to withdraw the rest and be told no. Thats one casino I wouldn't join

 

[Mouche12]

I've seen this 1x WR rule before, even when only playing with your own funds.

What worries me is that the OP's game play required investigation. Why?? It's his own money, he can play any game and make any bet. I'd say steer clear of BetLuck Casino, bad joint.

 

[Nifty29]

wow that really amazes me, so I could deposit 500 quid of my OWN money play some and realise I am on a real losing streak decide to withdraw the rest and be told no. Thats one casino I wouldn't join

Actually, you've most likely joined many of them already.

Just about every casino has a term like this to prevent money laundering and to reduce fees.

A deposit needs to be played through at least once just to cover transaction fees.

If you read your favourite casinos terms, you'll most likely find something similar.

 

[mimi26]

Actually, you've most likely joined many of them already.

Just about every casino has a term like this to prevent money laundering and to reduce fees.

A deposit needs to be played through at least once just to cover transaction fees.

If you read your favourite casinos terms, you'll most likely find something similar.

I only play at 2 casinos now Ladbrokes and 32red, and yes I get the money laundering thing now (something that I completely missed when thinking about it). Its seems a bit silly to me still though especially if you have been playing there for years.

 

[skiny]

"After investigating the players account I can see that he has deposited a total of £500 which has a 1 times wagering requirement attached to it, these funds were played through on various fixed odds roulette games and network poker and live dealer. None of the above games count towards WR as they are either games which can be used to place risk free/virtually risk free bets or in the case of poker and live dealer these games require a transfer into the game and transfer out (ie. transfers are used instead of wagers)

The only problem with that is if you deposit with the intention of only playing roulette you can never make a withdrawal even without a bonus. All games should count toward the WR even if it is a smaller percentage.

I can see that the player self barred his account on 03/09/2013 01:00:18 if this was accidental we will require notification from the player he wishes to re open the account

How do you accidently bar yourself?

 

[bpb]

I've seen this 1x WR rule before, even when only playing with your own funds.

What worries me is that the OP's game play required investigation. Why?? It's his own money, he can play any game and make any bet. I'd say steer clear of BetLuck Casino, bad joint.

CC fraud ...