[IN PROGRESS] Luckyacecasino - bonus "abuse" problem

[maxd]

And FWIW I've let Tex know about this. It will be interesting to see what happens because of that.

 

[aksana]

I felt that there was something wrong in this casino, and didn't want to work with them until I didn't check them on GPWA, CAP and Casino Meister. And almost all members of these forums have complaints.
They are big spammers, they close winner accounts and now they use eCogra seal on their site although they are not approved by eCogra.

 

[Casinomeister]

...and now they use eCogra seal on their site although they are not approved by eCogra.

Maybe they think they are approved by eCOGRA since they are a white-label of 888.com.

Nevertheless, I've noticed that a number of the PABs are on hold since the submitter had not contacted the casino support for an explanation why the account was closed. Please read the instructions for PABs. You need to make a clear effort to resolve this matter on your own before Max deals with this.

Also, please bear in mind that you should not involve more than one third party at a time. If you are contemplating submitting a complaint at eCOGRA, let Max deal with it first. Doing these at the same time just clogs up the tubes on the Internets.

 

[happygooner]

Bitch just pitched.

Thanks in advance for any help with this.

Just one thing...

Should I wait to see how this turns up before reporting to the Gibraltar regulators in much the same way as you suggested to wait before going the Ecogra route?

 

[Casinomeister]

...Should I wait to see how this turns up before reporting to the Gibraltar regulators in much the same way as you suggested to wait before going the Ecogra route?

Yes - take one step at a time. I anticipate that this should be cleared up soon.

 

[I<3Microgaming]

It's amazing to me that veterans in the industry such as Cassava get to be so horrible year after year.

The spam, the bonus issues, and they still strive in the industry! They have carried on for years with these unacceptable and ridiculous issues.

And the appalling software! Just like PartyPoker's, it has a really cheap and patched up feel to it. You'd think after this many years they'd innovate a bit and polish it up, at least remove those stutters/lag. (If anyone has played at Party or 888.com or whatever, you know what I mean. Happens on every client on every computer!) Cassava and PartyPoker badly need to trash their current clients and rebuild from the ground up. I guess punters have really low expectations when it comes to gambling environments.

 

[maxd]

Nevertheless, I've noticed that a number of the PABs are on hold since the submitter had not contacted the casino support for an explanation why the account was closed. Please read the instructions for PABs. You need to make a clear effort to resolve this matter on your own before Max deals with this.

Thanks Bryan, important stuff for everyone to take notice of.

I have PM'd all the people that didn't clearly indicate their attempts to resolve their issues with the casino PRIOR to submitting their PAB. Those cases will remain "On Hold" until I get a satisfactory reply.

Please Note: Everyone is being told by Lucky Ace and/or 888 that they need to contact Lucky Ace operations people via email in order to have their questions dealt with. YOU MUST DO THIS.

If you haven't tried to contact LA operations, or just did it yesterday and PAB'd anyway because you thought you had some reason to believe that they won't get back to you, then your PAB is invalid and I can't help you.

I'm having a tough enough time trying to get someone from Lucky Ace to look at the legitimate issues without having to weed through the incomplete and invalid ones. Please respect the service we offer and comply fully with the Pitch-A-Bitch requirements. Failure to do so will mean that your PAB will be delayed indefinitely or discarded.

 

[SlotsWizard]

... clogs up the tubes on the Internets.

It doesn't matter how many times I hear it, this phrase just never gets old (or at the very least, it will never get as old as the person who coined it).

 

[happygooner]

Hopefully the fact that I haven't heard from them for just over 2 days, following their accusation and my immediate response, is enough not invalidate my complaint?

 

[maxd]

Sorry, two days isn't nearly enough time for them to reply. Clearly they have a lot of these on their plate and it's only reasonable to give them several days to process individual requests.

You PAB is "On Hold" like several of the others. Let me know how things are going by, say next Wednesday, and we'll review the case then.

 

[happygooner]

Sorry, two days isn't nearly enough time for them to reply. Clearly they have a lot of these on their plate and it's only reasonable to give them several days to process individual requests.

You PAB is "On Hold" like several of the others. Let me know how things are going by, say next Wednesday, and we'll review the case then.

Ok cheers Max

 

[sushicoo]

Hi guys, I am again one of the victims here and have just sent a PAB. Just wanna let you guys know though from what I heard from another forum, some people did get paid. I believe one that lost money was paid a couple of days back.

 

[roeltjek]

I get the usual message, the point which they always mention:

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 xxxx.

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

 

[abat]

Another PAB

Just posted my PAB about Lucky Ace.

 

[samiboi]

Another PAB from me also. New member yes Heard that this site may be able to help with lucky ace casino problem.

 

[Fender1]

I'm having a tough enough time trying to get someone from Lucky Ace to look at the legitimate issues

kind of says it all really

 

[jetset]

There are clearly scores, if not hundreds of players from many locations currently posting about this across the Internet, so one can only imagine the number out there who do not frequent message boards but have still been given this unacceptable treatment.

This has all the hallmarks of a major scandal, and I'm surprised that 888.com have apparently not yet identified it as such and taken urgent steps to address the fundamental issue here:

Did the players adhere to the T&Cs attached to the Kamay Holdings offer?

If they did, pay them and then lock them out if you don't like their business.

This non-specific "bonus abuse" BS and returning deposits only is not the way to go.

 

[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 ?

 

[tsj]

Just thought I'd let you know... my orignal deposit arrived back into my bank account today.

 

[GI Joe]

Im also a bonusabuser

I lost my intire deposit...200$...I just wonder will they return the deposit to me?

Of course not...but its way out they wont pay...but I think they didnt know what hit them

Good luck to you all.

 

[Shocked]

Ah, it's all clear now!

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.