Exceptional customer service

[JackMack]

If anybody has read my posts they will know I am often critical of poor CS etc but just on occasion a Casino will restore my faith that there are well run businesses out there that look out for genuine players.
In this instance it was a new casino I joined called Lucky balls where I made a small deposit and took a welcome bonus.
I started to play a slot at what I thought was 40c bets but after two spins thought the returns I got did not match the wins and then realised I was in fact betting 40c a line at $12 spins!
I checked the bonus T&C's and saw this put me in breach of their bonus T&C's which have a limit on the percentage of bonus that can be wagered in a single bet.
I hoped CS would see it was a genuine error as I only played 2 spins and contacted them immediately but because I had only made a small deposit just those two spins had doubled my original balance of deposit+bonus.

Anyway after a discussion with chat where I explained myself and asked if they could reset my account and deduct the winnings they stated they couldn't reset it but I could play with the bonus removed completely or they would withdraw the total funds for me.
Huh?
They were saying that they would pay me on those spins and the bonus money without WR when it was my error.
At first I said I didn't want to profit from my error,e specially since they were being so understanding but they said that my initial deposit without bonus would still have restrictions attached because of the system.
Well we had a back and forth as to whether there was a middle ground that was fair to both parties but apparently not and they eventually said they will just go ahead and process the payment.
Well i thought they must be just getting rid of me and banning me or blacklisting me but they said there was absolutely none of that.

so next day the funds arrived in my account. Amazing.
Please any bonus abusers etc don't try and take this casino for a ride, I'm sure you will get exactly what you deserve.
This was only because they management looked into my specific details and no doubt clean bill of health across all casinos and it was a one off case.

I am posting about it because I believe such amazing CS deserves exposure.
Thank you Lucky Balls Casino.

 

[dunover]

This definitely ISN'T a load of balls?

 

[JackMack]

This definitely ISN'T a load of balls?

LOL no, though it is amazing.
I wouldn't blame people fro thinking it was a shill post but my posting history will quickly prove otherwise.

I try to post as I find, good and bad.

 

[dunover]

LOL no, though it is amazing.
I wouldn't blame people fro thinking it was a shill post but my posting history will quickly prove otherwise.

I try to post as I find, good and bad.

Actually you did well because their terms state verification is needed before first W/D and that it will be pending for 2 working days before processing. Plus it's 30x (D+B) WR which is on the high side, but they give a weekly 100% which is only 30 X B WR.

So they ignored the WR and everything??


P.S. this strange image from the site:




Now for an image representing 'luck' the old guy seems to have lost an eye, or like Odin on TS2 is a squinting pervert, subtly pointing his right index finger at the young girls breast. He could have at least had a shave.

She looks like he's either just dropped an industrial fart, or has touched her inappropriately and she's trying to 'giggle it off'.

Odd. I wonder what our 'new' poster from 'Frankfurt' would make of it...

 

[dunover]

If anybody has read my posts they will know I am often critical of poor CS etc but just on occasion a Casino will restore my faith that there are well run businesses out there that look out for genuine players.
In this instance it was a new casino I joined called Lucky balls where I made a small deposit and took a welcome bonus.
I started to play a slot at what I thought was 40c bets but after two spins thought the returns I got did not match the wins and then realised I was in fact betting 40c a line at $12 spins!
I checked the bonus T&C's and saw this put me in breach of their bonus T&C's which have a limit on the percentage of bonus that can be wagered in a single bet.
I hoped CS would see it was a genuine error as I only played 2 spins and contacted them immediately but because I had only made a small deposit just those two spins had doubled my original balance of deposit+bonus.

Anyway after a discussion with chat where I explained myself and asked if they could reset my account and deduct the winnings they stated they couldn't reset it but I could play with the bonus removed completely or they would withdraw the total funds for me.
Huh?
They were saying that they would pay me on those spins and the bonus money without WR when it was my error.
At first I said I didn't want to profit from my error,e specially since they were being so understanding but they said that my initial deposit without bonus would still have restrictions attached because of the system.
Well we had a back and forth as to whether there was a middle ground that was fair to both parties but apparently not and they eventually said they will just go ahead and process the payment.
Well i thought they must be just getting rid of me and banning me or blacklisting me but they said there was absolutely none of that.

so next day the funds arrived in my account. Amazing.
Please any bonus abusers etc don't try and take this casino for a ride, I'm sure you will get exactly what you deserve.
This was only because they management looked into my specific details and no doubt clean bill of health across all casinos and it was a one off case.

I am posting about it because I believe such amazing CS deserves exposure.
Thank you Lucky Balls Casino.

Well I tried them last night, depositing 40 for the 150% SUB. So started with £100 needing £3k (30 x D+B WR) playthrough.
I will be uploading 2 videos today to tell the story.....

Lucky Balls Casino

OK, haven't tried CS yet, but it's one of those sites that requests docs even though I'm VBV for first w/d. No problem I have them all to hand as usual.

Site seems OK, but a few points:

Don't have a docs upload portal, presumably via CS or e-mail as I'm shortly going to find out.
No way of tracking WR - I had to go to the 'withdraw' facility each time to be told what wagering remained.
Notable Netent/MG games missing including:
Evolution, Terminator2, Immortal Romance, Dead or Alive, BDBA/Megaspins,TDK, Thunderstruck 1, TFTUT and JaTB Basically all games capable of big hits.
48-HOUR PENDING PERIOD!!!


I'll update you on how well my withdrawal goes.

P.S. Had a chat with live chat, gave me an e-mail so just sent my docs to it. We'll see....

 

[Jono777]

Look forward to the videos

Thank you for saving me the time in 'trying them' too, you've probably listed 99% of my fave games there!

 

[dunover]

Look forward to the videos

Thank you for saving me the time in 'trying them' too, you've probably listed 99% of my fave games there!

Yeah, I must admit I checked the terms before risking them, but not the games list!
Medusa 2 is another they don't have. Odd - they seem to have not provided Higher Variance stuff.
Then again they have plenty of games though from many providers. No bonus restrictions so you can play them all, obviously the high-ish WR is the reason.

 

[Nicola]

Isn't Lucky Balls the casino where Dead or Alive has a rollover of x175 on bonus?

 

[Birdy84]

I have tried lucky balls once before, sometimes when im feeling dangerous i try non accredited places out. I didn't have any issues with the games or support or the welcome offer etc. Didn't manage a withdrawal so i can't comment on that aspect. It's part of the b3w group i think?, Long harbour,monte,betsking,yachting casino within the group.

 

[muziq]

i played there they offer a 100% bonus every Friday wagering only 30X thats not that bad cus most i play its 35X

on the first friday i deposit 50 and cashed out 500 ty DOA no wild lines but loads of xtraspin

next week i deposited 100 and went for DOA damn that slot missing asked support they said its not available

all the major slots are missing playboy,TS2 .TFROL, DOA so i limit my deposit to once a week and less than 30

for 3 weeks the 60 is eaten by wish master

but they were good at withdrawals verification etc so no complaints

 

[muziq]

Isn't Lucky Balls the casino where Dead or Alive has a rollover of x175 on bonus?

dopnt think so .. i made a deposit and got 100% bonus played DOA alone and cashed out 500 @.36 bets

wagering was normal .. but they dont ahve the slot now any way

 

[JackMack]

Actually you did well because their terms state verification is needed before first W/D and that it will be pending for 2 working days before processing. Plus it's 30x (D+B) WR which is on the high side, but they give a weekly 100% which is only 30 X B WR.

So they ignored the WR and everything??


P.S. this strange image from the site:

View attachment 54244


Now for an image representing 'luck' the old guy seems to have lost an eye, or like Odin on TS2 is a squinting pervert, subtly pointing his right index finger at the young girls breast. He could have at least had a shave.

She looks like he's either just dropped an industrial fart, or has touched her inappropriately and she's trying to 'giggle it off'.

Odd. I wonder what our 'new' poster from 'Frankfurt' would make of it...

They paid without verification but I'm sure they will request it next withdrawal.
Made a deposit since then and took the Friday bonus but didn't win.

I didn't realise a lot of the popular slots are missing, that is a shame, especially since someone mentioned they are removing them rather than getting them in.

Still, my experience was all bout the CS because they bent over backward to help me out.
Glad some who tried them had a win, hope payment is pain free.

 

[dunover]

They paid without verification but I'm sure they will request it next withdrawal.
Made a deposit since then and took the Friday bonus but didn't win.

I didn't realise a lot of the popular slots are missing, that is a shame, especially since someone mentioned they are removing them rather than getting them in.

Still, my experience was all bout the CS because they bent over backward to help me out.
Glad some who tried them had a win, hope payment is pain free.

Yeah, I made a withdrawal and they e-mailed saying as it's my first need docs etc. just a standard pre-scripted e-mail. I know they have 48-hrs. pending but you said not in your case?
Sorry for the interrogation, but what day did you make a w/d, what method and how long?
Cheers.

 

[JackMack]

Yeah, I made a withdrawal and they e-mailed saying as it's my first need docs etc. just a standard pre-scripted e-mail. I know they have 48-hrs. pending but you said not in your case?
Sorry for the interrogation, but what day did you make a w/d, what method and how long?
Cheers.

Well not in my case and the funds were in my Skrill account the next day but I wouldn't take that as standard, as I say mine was a special case and I can't say why they decided to forgo docs in this instance though I have been paid at other casinos without proof of documents.
Maybe I am or have been verified at one of their other casinos and they looked into my history and decided I was genuine player?
I still expect they will likely request docs if I make another withdrawal.
I've played a long time online and never had an account locked or been bonus banned or blacklisted and never made a chargeback but if there were any flags on my account I'm sure things would of worked out differently.

For genuine players good CS and personal detail is an important positive - just as bad CS and generic treatment, of the guilty until proven innocent kind, is an important negative.
I can't speak for cashout times and such beyond my experience but it stands to reason that only trustworthy casino would treat a player the way they did so I would have no worries there.

I'm not endorcing them or affiliated with them in any way - just telling a positive CS story as I am always quick to post a bad one - only seems fair.