[IN PROGRESS] Luckyacecasino - bonus "abuse" problem

[tsj]

I played here almost two weeks ago. I deposited $200 to get the $200 bonus... after wagering I made a profit of $32 and decided to stop playing and withdraw my money... now they have closed my account and are not replying to my e-mails. Whenever I ask support... they say they have too many emails and dont know how much longer it will take before they can open my account. They asked for my documents which i sent off 9 days ago... then they said there was a transmission error and asked for me to send them in for a second time.

Anyone else having issues with them?

 

[jetset]

Given that this is a new white label from 888.com (see latest Casinomeister News) this sort of incompetence will be embarrassing for the Gibraltar-based gambling group.

The owner of this outfit is Kamay Holdings.

 

[aksana]

I see they are trying to close all accounts of winner players
Here is another thread about them
https://www.casinomeister.com/forums/threads/luckyacecasino-and-luckyacepoker.22400/

 

[tsj]

hmmm i see... i think this is going to give 888.com a very bad reputation. the luckyace site has 'powered by 888.com' plastered all over it... the only reason i played here was because i thought 888.com was a reliable casino... but these guys seem very rogue to me... i was just speaking on live chat to them asking how much long and the lady Jayne just closed chat saying that she has nothing more to say to me... i dont think that was very nice.

 

[aksana]

hmmm i see... i think this is going to give 888.com a very bad reputation. the luckyace site has 'powered by 888.com' plastered all over it... the only reason i played here was because i thought 888.com was a reliable casino... but these guys seem very rogue to me... i was just speaking on live chat to them asking how much long and the lady Jayne just closed chat saying that she has nothing more to say to me... i dont think that was very nice.

LuckyAceCasino tell us so much and so often that they are powered by 888.com, and that 888 is a trusted and respected name, and they tell almost nothing about LuckyAceCasino, but when we ask them about their relationship with 888, they alway tell that they are independent company and nothing more.

 

[lots0]

I have had 888 banned for a very long time (they already have a bad reputation with a lot of affiliates) mostly because of their marketing practices.

I just Rogued the entire luckaces group after being spammed by them and then having an email exchange with their affiliate marketing people, these guys are real pond scum, in my opinion.

This luckyaces group is taking the worst of the 888 marketing and embracing it.

Even though this is a brand new casino group there have already been several reports of player accounts being locked and and players not being paid across the web.

I have been waiting to see a complaint here about them. I can't wait to see how Max and Bryan handle this.

 

[GaryWatson]

I have had 888 banned for a very long time (they already have a bad reputation with a lot of affiliates) mostly because of their marketing practices.

I just Rogued the entire luckaces group after being spammed by them and then having an email exchange with their affiliate marketing people, these guys are real pond scum, in my opinion.

There is a chance that is where my spam originated from. I was a bit unsure about adding 888. I might just drop them now. I have also received the lucky aces amongst others in my new email addy. I was trying to keep that inbox spam free & it was cracked within a week of signing up to new programs

 

[tsj]

Dear *,

This is Adrian from the Operations Department at Cassava Enterprises
(Gibraltar) Ltd.

Cassava Enterprises manage operational services for LuckyAceCasino.com.

I am contacting you in regards to your account with username ?*******?.

I am writing to you with regards to your recent email concerning your
account and the documents supplied.

Please note that we have further reviewed your account and believe that
you have been abusing our bonus policy.

As stated in our Terms and Conditions, in the event of such abuse, we
reserve the right to discontinue the member's account. As such your
membership has been discontinued.

Arrangements have been made to return your initial deposit.

Please refrain from opening further accounts with any site operated by
us as these also will be blocked and any deposits liable to be
forfeited.

Regards,

Adrian

Operations Department
Cassava (Gibraltar) Ltd.
[email protected]

Bonus abuse? I make $30 and become a bonus abuser?

It seems that anyone who has won from these guys is a abuser.... and anyone who has lost is a perfect player.

ROGUE CASINO!

 

[SlotsWizard]

If they use the same software as 888.crap, I'm surprised you were able to come out ahead at all.

 

[maxd]

We don't have a rep for LuckyAce here on the site so I've emailed the details to their general support address. There's no particular reason to believe that they'll pay any attention -- as I recall 888 normally doesn't -- but it's worth a shot. Fingers crossed.

 

[kavaman]

While your at it max, maybe you could look into my issue aswell .

Was stupid enough to make an account at luckyace, because their support said there is no problem at all to have accounts at 888.com and luckyace, and pacificpoker. Well deposited, lost (NO BONUS). They locked my luckyace account, pacific account and 888.com account. Gave no reason really, and said they would all remain locked. Seems like Rogue(ish) action to me, didnt refund the deposit even. Actually i wouldnt mind the deposit lost, as long as they would reopen my accounts at 888.com and pacificpoker.

-kavaman

 

[tsj]

Thanks max... would be great to get this sorted.

 

[RobWin]

While your at it max, maybe you could look into my issue aswell .

Was stupid enough to make an account at luckyace, because their support said there is no problem at all to have accounts at 888.com and luckyace, and pacificpoker. Well deposited, lost (NO BONUS). They locked my luckyace account, pacific account and 888.com account. Gave no reason really, and said they would all remain locked. Seems like Rogue(ish) action to me, didnt refund the deposit even. Actually i wouldnt mind the deposit lost, as long as they would reopen my accounts at 888.com and pacificpoker.
-kavaman

kavaman, after that type of roguish behavior, why would you want your accounts reopened at the others? If they are all part of the same base group and management answers to one source...

 

[maxd]

Hmm, just got some contact info from Bryan so things are looking up. I think you guys should Pitch-A-Bitch (ASAP!) so it's formal and I have all your details. We'll go to them with that and see what we see. (PAB link is in my sig)

 

[jargon]

Tsj,

Gambling sites powered by 888 software should be avoided at all costs. A simple download is packed to the rafters with Adware, Spyware, Malware, never mind all spin off marketing. Your email account will be spammed like hell.

I would even go as far to say, get your PC cleaned out and quick! 888 disregard privacy issues.

Luckyaces is nothing more than 888 in disguise. Very sorry for the bad experience.

greek39

 

[roeltjek]

thank you max. I have completed the PAB form as soon as i read this message!

 

[maxd]

Yup, got it. I'm hoping tsj will do the same ASAP and I'll submit the two issues simultaneously ... just received another from a third person. Looks like we're having a PAB party! :clap:

 

[lots0]

Max, I think it is safe to say your going to get more... a lot more.

 

[maxd]

You've got that right. 4 and counting, and that's without having received tsj's yet.

 

[kavaman]

pab:d

Made a pab.

 

[tsj]

I've made one too mate.

 

[Seinemeyer]

I also made one PAB.

 

[maxd]

Yikes! This is turning into a monster. I think that makes it 11 of them now. I hope the Luck Ace guys are in an open minded mood.

 

[SlotsWizard]

God bless you for taking on this mess.

I wonder if 888 is finally going under, and in an effort to drum up some cash they came up with this "Luckyace" site in order to confiscate some deposits so that they can stay in business. I wouldn't put it past them.

Seriously, in the land of the truly free (i.e. not the US), do people actually still play at 888?

 

[Roar]

God bless you for taking on this mess.

I wonder if 888 is finally going under, and in an effort to drum up some cash they came up with this "Luckyace" site in order to confiscate some deposits so that they can stay in business. I wouldn't put it past them.

Seriously, in the land of the truly free (i.e. not the US), do people actually still play at 888?

Sad to say I am PAB number 12.

The cash flow question crossed my mind also. It all appears too well planned and executed to be the result of a whim.

First up ID documents were requested. Impatient Players (who dared queried the progress of withdrawals) then told to re-send documents (as they were not legible).

Finally the carefully worded and prepared emails dispatched invoking the FU clause. In the meantime CS representatives all kept in the dark.

Has the smell of a well oiled pre-planned operation.

 

[lots0]

I hope the Luck Ace guys are in an open minded mood.

Max, you are an optimist, no doubt about it.

 

[RobWin]

Max, you are an optimist, no doubt about it.

No doubt...you go Max... You going to need a lot of patience on this one i'm sure...

 

[jetset]

I've just been reading Bryan's PAB cautionary note on this, and it is worrying that there are such a large number of complaints so soon after this outfit has launched. That's not a good sign at all.

But I'm pretty sure that there is no imminent danger of 888.com suffering from cash flow problems LOL!

This is a white label for Kamay Holdings which is operated by 888.com, which means (I think) that it is the 888.com security department that is involved here, presumably because they have strong indications that there are contraventions of the T&Cs going on.

If there is no evidence of non-compliance with the LuckyAce T&Cs, then they need to get the players paid first as Bryan has observed over at the PAB section....then they can lock out legitimately, exercising their right of admission.

See Casinomeister News for more information on LuckyAce and Kamay Holdings.

 

[damianb]

Screwed.

Started playing on 888.com a few weeks ago ($200/$200). A few days later, I met Wagering requirements and requested withdrawal.
About then, I got an email from luckyacecasino with a similar offer.
Also played it and fulfilled the WR.

Status: 888.com: $427
Status: Luckyacecasino: $390.

Then they requested my docs. I sent them, but did not get a reply. Contacted live chat a few times, until I finally had to resend my docs because the format was not okay or something like that.

Now both accounts are locked and my winnings void. Livechat is unable to help me in any way (connection keeps getting lost, they say they cannot help me etc). A few minutes ago someone in livecaht told me $200 will go back to my MB account and $227 will go to some casino bankroll? Both accounts are locked, so that won't help me either. Used PAB already.

 

[RobWin]

This situation is sounding worst by the moment...

 

[damianb]

Well, now they won't give me any information about anything, the last thing they said is that they keep all the money in a locked account with no access. And that my deposit of luckyace will be refunded to my moneybookers; about my 888.com deposit I haven't got a clue. The now just keep saying I have to mail the Operations Department, but they do not reply to any email at all..

 

[The Dude]

Started playing on 888.com a few weeks ago ($200/$200). A few days later, I met Wagering requirements and requested withdrawal.
About then, I got an email from luckyacecasino with a similar offer.
Also played it and fulfilled the WR.

Status: 888.com: $427
Status: Luckyacecasino: $390.

Then they requested my docs. I sent them, but did not get a reply. Contacted live chat a few times, until I finally had to resend my docs because the format was not okay or something like that.

Now both accounts are locked and my winnings void. Livechat is unable to help me in any way (connection keeps getting lost, they say they cannot help me etc). A few minutes ago someone in livecaht told me $200 will go back to my MB account and $227 will go to some casino bankroll? Both accounts are locked, so that won't help me either. Used PAB already.

Perhaps it's because you have multiple accounts - like you do in this forum.

Bye.

 

[The Dude]

This situation is sounding worst by the moment...

Yes, it is getting worse, and maybe not only for the casino in question.

Whenever there is a swarm of new members all making their first post complaining about the same casino...well something isn't quite right about it. One so far is a fraudster (multiple accounts).

I am vigilant about this sort of thing - fraudsters beware - I'm watching out for you.

 

[RobWin]

Yes, it is getting worse, and maybe not only for the casino in question.

Whenever there is a swarm of new members all making their first post complaining about the same casino...well something isn't quite right about it. One so far is a fraudster (multiple accounts).

I am vigilant about this sort of thing - fraudsters beware - I'm watching out for you.

Well noted...good point !

 

[Kopse88]

I made a PAB too although I don't have too high hopes on the matter...

And no, I'm not a fraud - just got a link to this forum from the site I usually check out for bonuses. A lot of people there are having the same problem.

 

[maxd]

Max, you are an optimist, no doubt about it.

What's that little ditty about optimists and pessimists?

'Twixt optimist and pessimist
The difference is droll:
The optimist sees the doughnut;
The pessimist sees the hole.

-- McLandburg Wilson, 1915

Some days I'm a doughnut guy ... and some days I'm not.

Oh, FWIW I thought I'd mention that I'm automatically junking any of these LuckyAce PABs where the player hasn't bothered to contact Customer Service: if you can't be bothered neither can I, simple as that.

 

[roeltjek]

max i have bothered livehelp but they wont talk and say me to email support. And emailing means no reponse.

I think this counts for everyone!

 

[maxd]

max i have bothered livehelp but they wont talk and say me to email support. And emailing means no reponse.

Yes, that's kind of the same story I'm hearing too. Still, the player must make the attempt, even if it fails. That way at least we can say "they tried, no response, that's why I'm doing this on their behalf."

 

[happygooner]

Sorry not to have come here under better circumstances but I too am in the same boat. Not a fraudster/scammer/abuser of bonuses at all and in fact only had this one new account with luckyace.

No 888 or any affiliatory organisation accounts whatsoever.

Although not the official thread to introduce yourself in I thought this is where'd I'd start due to the primary reason for me finding out about this place.

I've had the bonus abusing email (despite sticking rigidly to their t&c's), had the chat with livechat where they wouldn't discuss a thing, had the telephone conversation where they wouldn't discuss a thing, had the automated emails that tell me they'll get back to me at some point in the next millenium.

Only thing I haven't had is an explanation as to how/why they have reached the ludicrous decison they have and an emailed response of any kind to my last email questioning all this.

 

[happygooner]

Oh yeah and I guess I will be yet another addition to the already large number of PAB's if they don't resolve this thing soon enough.

 

[roeltjek]

Dear xxx,



I appreciate the effort you have made to contact eCOGRA and explain your predicament. I do however regret that we are currently not in a position to become actively involved in the resolution of this issue, as eCOGRAs dispute mediation service is a benefit offered exclusively to players at sites which are formally approved by eCOGRA.

Lucky Ace is not an eCOGRA Approved Site, I will however pass your query on to the appropriate department at 888.com.

If you require any assistance with an eCOGRA Approved site (a full list of all the approved sites can be viewed at www.ecogra.org/approved), please do not hesitate to contact me.

Kind Regards,

Tex Rees

 

[Shocked]

Would it be worth contacting eCOGRA as a complaint against 888.com as it is they who are working the 'operations' department and sending out the dodgy emails..or am I just being stupid?

 

[lots0]

or am I just being stupid?

Not stupid, maybe just a little naive.

 

[kavaman]

I think ecogra should take a stand in this mess. Luckyace is not ecogra approved, but peoples 888.com accounts are being locked aswell because of this.

-kavaman

 

[Jukep]

I do however regret that we are currently not in a position to become actively involved in the resolution of this issue, as eCOGRAs dispute mediation service is a benefit offered exclusively to players at sites which are formally approved by eCOGRA.

Lucky Ace is not an eCOGRA Approved Site, I will however pass your query on to the appropriate department at 888.com.

Well well. I wonder what eCogra thinks about LuckyAces posing as an "eCOGRA Approved Site". See:

You do not have permission to view link Log in or register now.

They have an eCogra logo on their site, and this:

"As a responsible, regulated gaming company, we comply with all guidelines published by eCOGRA, a non-profit organization based in the UK. eCOGRA ensures that approved online casinos are properly and transparently monitored to provide player protection."

Screenshot taken.

 

[lots0]

can you post that screen shot for all to see?

 

[Jukep]

can you post that screen shot for all to see?

Sure:

You do not have permission to view link Log in or register now.

 

[eat87]

One more PAB from me, not happy about them taking my $700!

 

[winbig]

Sure:

You do not have permission to view link Log in or register now.

Interesting. Maybe this would be just cause for 888 to lose their eCogra license?

 

[maxd]

Well well. I wonder what eCogra thinks about LuckyAces posing as an "eCOGRA Approved Site". ....

Nicely done! (FWIW, I had trouble loading your screenshot -- maybe prob with the size? -- so I took another and photoshoped it down ... just in case )