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CasinoLuck withdrawal delay tactics

Discussion in 'Casino Complaints - Non-Bonus Issues' started by me_and_ed, Nov 26, 2014.

    Nov 26, 2014
  1. me_and_ed

    me_and_ed Ueber Meister CAG MM

    Occupation:
    Selling out
    Location:
    Vancouver
    I am so tired of dealing with bull##it withdrawal delay tactics, made a withdrawal from Casinoluck, deposits made via Ukash, first they had to verify my account, I am normally okay with this but they have verified me in the past and paid me, as well I had a withdrawal from Next 3 weeks ago and they verified me there, they wanted the usual stuff, picture ID, address verification through mail and credit card images, the latter I have not used in either Next or Luck in more than 6 months, as well both cards were now dead ,one was a prepaid and the other was a travel rewards CIBC Visa (Aeroplan), the latter cards travel rewards owners ended their agreement with the bank and moved the portfolio to another major Canadian bank TD, the card owners were transitioned to TD and I was one of them, I explained this to them and all was approved 2 days ago, then they wanted my Ukash receipts, today the funds were still in pending and reversible.

    I emailed support this morning and they promptly answered it would be processed today, 2pm this afternoon I get an email saying they reversed my $1100 w/d back to my account and that they have to pay my defunct credit cards which haven't been used in a very long time, clearly delay tactics based on my reversing history.

    Long story short, accounts closed at all casino's that do not flush or have pending periods, a million casino's out there and only a small handful to play at now.
     
    1 person likes this.
  2. Nov 26, 2014
  3. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Totally ridiculous!

    This is just asking for the money to get "lost in the banking system" as the recipient account details will no longer be valid. They will then blame YOU for this, saying that as they have sent the funds it's no longer their responsibility.

    This is a shockingly careless way to handle client's money, and no other industry would get away with this.

    Asking for perishable information months after the fact is also another delaying tactic. If they want receipts, these should be requested at the time so that the player is likely to still have them. In any case, UKash should have a log of the shop in which each voucher code was issued, and the staff there should be ID checking anyone who buys a voucher as this should be logged at the point of sale in order to combat money laundering via UKash.
     
    2 people like this.
  4. Nov 26, 2014
  5. tinsekyou

    tinsekyou Banned User : PAB fraudster PABnononaccred

    Occupation:
    casino
    Location:
    Tokyo
    I think you are not the only one waiting delayed payment, I am now waiting for a 14 days of Fu##i#g bull#@it withdrawal delay by one casino.Just clam down.
     
  6. Nov 26, 2014
  7. CasinoLuck_Eric

    CasinoLuck_Eric Official Rep for CasinoLuck - CM Accredited Casino

    Occupation:
    Casino Manager
    Location:
    Europe
    Hi me_and_ed,

    I´m really sorry that you had a bad experience. We do not apply withdrawal delay tactics and I´m sure other users on here can attest to that.

    On a first ever withdrawal, which was the case here, we need to verify the account. This process was completed successfully on your account.

    Regarding the card situation: The standard practise is for a user to withdraw at least the same amount back to a previously used VISA card first, before another method can be used. Our payments provider requires this of us. They could not know that your card was no longer in use. All we see on our side is that this is a VISA card registered on your account and that it has not expired. When a card expires it is automatically removed in our system. If not, it remains there as active until a user notifies us that the card has been lost/replaced/cancelled.

    Your bank withdrawal was sent back to your player account yesterday night (EU time) by our payments provider and they asked us to ask you to use VISA instead. We relayed this information to you. By the time we had then received and dealt with your response about the card not being active anymore (and removed the card from your account) you had already proceeded to use the funds in the casino games and lost them.

    This is of course an unfortunate situation and I´m truly sorry that it occured. I will personally look into if the matter could have been dealt with faster,smoother or better and I appreciate all customer feedback like this. Then again, I feel the need to state that no one forced you to make the decision to gamble away the funds when they were returned to your account either...

    I already sent you a PM. Please get back to me and I will see if there is anything we can do for you. I would hate to see a customer leave us because of this.

     
    1 person likes this.
  8. Nov 26, 2014
  9. me_and_ed

    me_and_ed Ueber Meister CAG MM

    Occupation:
    Selling out
    Location:
    Vancouver
    This is not about my choice my choice to gamble my funds back at all, nowhere did I mention I had an issue with that so lets not deflect and make it that, it is also not my first w/d from this casino, I stated the facts clearly and accurately, as well as stating that both cards which had not been used in many months where dead in the verification process to both casino's, its moot now anyway, I sent you a PM, please follow through with my request.




     
  10. Nov 26, 2014
  11. CasinoLuck_Eric

    CasinoLuck_Eric Official Rep for CasinoLuck - CM Accredited Casino

    Occupation:
    Casino Manager
    Location:
    Europe
    Hi me_and_ed,

    My intention was not to derail. My assumption was that the loss of the funds was the cause of your frustration and not the day or two it took to verify the account and sort out the withdrawal method for you. Please accept my apologies. Your request has been followed through with.

    I do need to say that it was indeed your first withdrawal at CasinoLuck. I just checked again myself. We can reopen the account so that you can log in and double check this in your account statement yourself, if you wish. I´m sure you are just mixing up your CasinoLuck account with your NextCasino account. Nextcasino and CasinoLuck use separate systems and separate staff. One account is not connected to the other.

    All feedback like this is much appreciated. I will personally look into the matter and make sure that the communication between support and player aswell as support and payments provider is up to standard so that waiting times in these kind of situations are minimized.



     
    Last edited: Nov 26, 2014
    1 person likes this.
  12. Nov 26, 2014
  13. miso

    miso Meister Member MM

    Occupation:
    accountant
    Location:
    Ireland
    Eric, I hate to say that I feel support failed OP on this one. The fact that he was trying to get his winnings out combined with history of reversing should have made the support lock his funds. Whatever problems with cards there might have been, the withdrawal should have been put back as a WD being processed and irreversible, not as a playable balance.
    I get this done at Next, even without asking. When I ask for a flush, until the WD is processed the reverse option in cashier is removed. Easy and fair play to everyone.
     
    1 person likes this.
  14. Nov 26, 2014
  15. me_and_ed

    me_and_ed Ueber Meister CAG MM

    Occupation:
    Selling out
    Location:
    Vancouver
    It was never an option that I knew existed with this group, but once again I want to be very clear, its not about the reversing, I take full responsibilty for that, its about the sequences of timely and untimely responses.
     
    1 person likes this.
  16. Nov 26, 2014
  17. incrediblestuff

    incrediblestuff SearchingForTheHolyGrail! CAG webmeister

    Occupation:
    Currently: Self employed, Previously: Manager
    Location:
    Mostly the Netherlands
    I would like to assume that this is just an unfortunate case of unlucky circumstances, which got you in the position to be able to play back your funds, but that there was no mal intent from the casino's side: if you interacted with them during the transfer back to your account, you could have asked them to lock it, or even have this done automatically like miiisooo, especially if you find yourself playing W/D's back on occasion.. i am sure that would be possible.

    This issue with payments doesn't only affect people in the U.S and Canada, which as far as i know are stricter then most, i do believe that recently there has been a lot going on in the payment provider world, as in the Online Casino world, and even if this wasn't the case, there already was the possibility that one would run in to such an issue: i had withdrawals declined similarly, but was easily able to redirect them quickly most of those instances, which depended on both the Casino-payout-policy, and the day of the week, and of course the person that is handling the request with you, which could be your Vip Rep, a regular Chat Rep, the CM Rep here or a Manager..

    Do sympathise but it might be worthwhile to discuss things with Eric, and re-consider as it seems that you assumed the same crew was running the Casino there as in Next, which lead you to believe they might have been aware of your weakness, and from there decided they would try and let you play it back:p

    I don't really believe that, and like i said, if you make the right responsible play moves, and do the auto flush thing, i am sure you would be happy playing there.. of course if you really believe they would have actually intended this, then you are free to keep it closed, if i really thought so myself, i would do the same.

    It's just that i really like both Casinos, and always feel it would be a shame to leave for a false assumption..
    These types of errors can, and will occur in all online Casinos.
     
    3 people like this.
  18. Nov 26, 2014
  19. me_and_ed

    me_and_ed Ueber Meister CAG MM

    Occupation:
    Selling out
    Location:
    Vancouver
    I liked them as well and have never had an issue with this group in the past and I play a lot and have played a lot for a long time so I feel I have a decent grasp and the steps to getting a w/d, I am definitley not assuming that Next and Luck have combined processes, I did not have an issue with the verification, my issue is the lack of listening and the timely responses that had no affect on my withdrawal and the untimely lack of responses that did, maybe the the ball was unintentionally dropped here, I dont know.

    I am not here to bash the casino, I am strictly expressing what I deem to be delays (for whatever the reasons may be) in the withdrawal process that are not acceptable to me for an organization like this.



     
    2 people like this.

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