Bonus Complaint Luck3 VS frozencard

frozencard

Banned User
PABnononaccred
Joined
Nov 17, 2009
Location
London
I made a 200$ deposit at www.luck3.com with the bonus code 500LUCKED for a 500% bonus and started playing roulette. I know it doesn't fulfill the wagering requirements, but nowhere on their website does it say that I can't play it, or that it will increase my wagering requirements. Then I fulfilled the ludicrous 72000$ wagering requirement on slots and sent them an email asking them if I can withdraw my 13000$ that I have in my account to which they replied:

Thank you for contacting Luck3 support.

Your rollover still to go is 924722.50
Please, make sure that you wager your bonus on the right type of Slots. If you play a restricted game, your rollover count is multiplied every time you make a bet on a wrong game.

Should you have any further queries, do not hesitate to contact us.

Thank you for choosing Luck3,
Best Regards,

Luck3 Support Team
You do not have permission to view link Log in or register now.

support@luck3.com

Basically they added 1 million to my wagering requirements for playing roulette! Are they allowed to do that if they haven't put it in their terms and conditions which are:

Now, making your first deposit at Luck3 you can choose conditions for your bonus yourself!

If you prefer to deposit small amounts on to your account - a 150% of your deposit will suit you perfectly!

Like to play big? The biggest bonus for your first deposit - 500% will not leave any player indifferent!

Control the amount that is convenient for your first deposit, choose a size of a bonus as well as obtaining prize conditions! It's all in your hands.

Good Luck3!


In order to participate in this promotion:
- Register at Luck3.com
- Make your first deposit
- Enter a coupon code of a bonus that suits you when making your first deposit (see below)
- The bonus amount will be deposited on to your account automatically

*please don't forget: You receive an additional 10% bonus on to your account if making any deposit via payment systems MoneyBookers, WebMoney or UseMyWallet!

Bonus Codes
Code Bonus Min dep. Max bonus Wager Days
150LUCK 150% 10 1500 20 20
300LUCK 300% 500 3000 30 45
300LUCKED 300% 150 3000 40 45
500LUCK 500% 800 5000 45 60
500LUCKED 500% 200 5000 60 60


Bonus terms and conditions:

1. The bonus is given to a registered customer in playable money and can be used just once. One account and/or one owner have a right to have only one bonus.
2. The bonus will appear on player's Casino account as soon as the deposit has been made.
3. The minimal and the maximal deposit amount correspond to a chosen code.
4. In the interest of fair gaming, in order to cash out any amount of bonus money, the following requirements should be fulfilled:
* You must wager an amount that corresponds to a chosen coupon = ("deposit" + "bonus") x "wager".
* Only real money wagers qualify for the release conditions.
* Only bets made on all Slots will count towards the wagering requirements.
* The cash out requirements should be fulfilled within the period that corresponds to the chosen coupon after receiving the bonus.
* If a deposit (or a part of it) that was made in order to receive a bonus will be cached out, the player will lose his pending bonus.
5. If a player will not fulfill one of the bonus terms, Luck3 reserves the right to cancel the bonus.
6. Luck3 reserve the right to reclaim the Bonus and related winnings and to close the account if we find that customer is abusing any of the terms and conditions, as solely defined by Luck3.
7. Luck3 employees and their relatives cannot participate in this competition.
8. Prior to releasing any winnings to a customer, Luck3 reserves the right to conduct a security review and to require customer to furnish Luck3 with information such as: proof of identity, copies of credit cards, a signed purchase history of transactions or other appropriate documentation, at its sole discretion, deems necessary.
9. The Terms and Conditions contained herein represent the complete, final and exclusive agreement between customer and Luck3 and substitute and merge all prior agreements. In case of any dispute, the decision of Luck3 Manager will be considered final.
10. All General Terms and Conditions of Luck3 are also relevant to this promotion.
11. In case of differences between the English version of terms and conditions and any translated version, the English version should be considered as the correct one.

You can find them here:
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When I asked them where in their terms and conditions does it say that they can increase my wagering requirements they replied with this:

Following this link:
You do not have permission to view link Log in or register now.
you can find the full text of Terms & Conditions that apply for the bonus you are now wagering.

Quote:
Point 4.3 Only bets made on all Slots will count towards the wagering requirements.
Point 5. If a player will not fulfill one of the bonus terms, Luck3 reserves the right to cancel the bonus.
Point 6. Luck3 reserve the right to reclaim the Bonus and related winnings and to close the account if we find that customer is abusing any of the terms and conditions, as solely defined by Luck3.

Thus, we do not define what exact measures are going to be assumed, but we clearly specify, that if any of the bonus terms and conditions is not fulfilled, we reserve our right to take the necessary steps. We share your disappointment about the present situation with your bonus. We would advise you to read attentively the bonus Terms & Conditions every time you begin to wager your bonus.

Thank you for your understanding!

Thank you for choosing Luck3,
Best Regards,

Luck3 Support Team
You do not have permission to view link Log in or register now.

support@luck3.com

So, can they do that?
 
Last edited by a moderator:

Luck3

Dormant account
Joined
Sep 24, 2009
Location
ju
Hello frozencard,

My name is Natalie and I'm manager at Luck3. I don't understand why you used Slots bonus for playing Roulette with the assumption that Luck3 have special Roulette bonus with more loyal wagering requirements?

The fact about WR increase if you start to play other games is not mentioned in term and conditions and this is our fault. We will right the ship - will add info about WR adding.

In any case usually Casinos annul deposits and bonuses when players don't fulfill one of the bonus terms and the same is written in our conditions (you pasted it also in your post). hmm.. I'd like to help you to bring back the Ashes... But, Play by the Book this time! Please write me a private message if you are interested and I will try to help you somehow ;)

Regards,
Natalie
 

elscrabinda

Full Member
PABnoaccred
PABnorogue
Joined
Oct 20, 2004
Location
Oxford
There is a big difference between "Only bets on slots count towards wagering requirements", and "you are not allowed to play slots".
 

frozencard

Banned User
PABnononaccred
Joined
Nov 17, 2009
Location
London
This is what 3luck.com needs to add to their terms and conditions (taken from 32red.com):

32Red welcomes players from all countries around the world (except for those prohibited. However, there are some players who wish to take undue advantage of this free chip welcome bonus offer. In the interests of fair gaming therefore, players may not place individual bets equal to or in excess of 25% or more of the value of the bonus credited to their account until such time as the wagering requirements for that bonus have been met. Any winnings derived from bets placed to the value of 25% or more of the bonus before wagering requirements for that bonus have been met will initiate a further wagering requirement of 100 times the amount won.
 
Last edited by a moderator:

big_mac

Experienced Member
Joined
Nov 10, 2004
Location
uk
In any case usually Casinos annul deposits and bonuses when players don't fulfill one of the bonus terms and the same is written in our conditions

What bonus terms do you think he didn't fulfil?
 

Kenny Lingus

Tard Counter
Joined
Dec 24, 2006
Location
Near Chicago, Illinois
Hello frozencard,

My name is Natalie and I'm manager at Luck3. I don't understand why you used Slots bonus for playing Roulette with the assumption that Luck3 have special Roulette bonus with more loyal wagering requirements?

The fact about WR increase if you start to play other games is not mentioned in term and conditions and this is our fault. We will right the ship - will add info about WR adding.

In any case usually Casinos annul deposits and bonuses when players don't fulfill one of the bonus terms and the same is written in our conditions (you pasted it also in your post). hmm.. I'd like to help you to bring back the Ashes... But, Play by the Book this time! Please write me a private message if you are interested and I will try to help you somehow ;)

Regards,
Natalie

Quite honestly, if you want the cater to the english-speaking market, maybe you all should understand english a little better, or at least hire a consultant who does. Then maybe your terms and conditions would reflect what you actually want them to say.
 

Luck3

Dormant account
Joined
Sep 24, 2009
Location
ju
Thank you Kenny for being honest!
I'd like to be too: I'm not mother-tongue English-speaker and I can make mistakes and misprints sometimes. I think it's not a big problem on forum, where users sit and communicate from all over the world. But I understand players' needs very well, what they want and imply in their posts and private messages. :)

Our t&c are written understandable and well. We update and improve them in case of issues.



Quite honestly, if you want the cater to the english-speaking market, maybe you all should understand english a little better, or at least hire a consultant who does. Then maybe your terms and conditions would reflect what you actually want them to say.
 

frozencard

Banned User
PABnononaccred
Joined
Nov 17, 2009
Location
London
It seems that nothing can be done. This has nothing to do with them not speaking English, they had added hidden terms and conditions, which is obviously cheating. Next time they may decide that there is a maximum cashout, maximum bet, autoplay is not allowed, progressive slots are not allowed or simply winning is not allowed. They have the right to retroactively change their terms and conditions anyway they like, which they did, so that they never have to pay anything. Quite preposterous and if they were a state there would be a revolution, but there are apparantly more roguish casinos for them to make the list. I will make a challenge and give 1000 to anyone who deposits to their website, takes the 500% bonus and wins anything, by the end of January. I also have a 1000 bet with a friend that nobody will beat this challenge, it will cost you a lot more than 1000 to do that. I am willing to give the money upfront to any of the moderators of this forum, to show you that I am serious.
 

Luck3

Dormant account
Joined
Sep 24, 2009
Location
ju
Dear Members,

Luck3 Casino and Poker Room is a young brand in online gambling sphere, therefore as a newcomer we do encounter various problems, but still don't leave them behind. We do our best in order to create a positive image and personal approach to our players and partners. In any case, no matter what is the field of the problem, we throughly analyze it and try to find the decision which will suit all the parties.

Concerning terms and conditions, believe me, that we never ever change it for our own profit. It could be made only when improvement is needed. When the complain about rollover criteria has been received from frozencard, we promptly added it to our terms. By doing this, first of all, we though about our players and how to make terms and conditions for them more precise. Why it didn't made before this accident? Cause it is the first time such complain appeared.

As a representative of Luck3 Casino and Poker Room I must ensure you that we don't cheat and don't lie. As I think playing fair and personal approach are our great advantages and we apply them on all 100%. For example, back on issue with frozencard, admitting this mistake we offered to frozencard a compensation in real money, but not locked his account and ignored him.

Moreover, we even have practice when some of our loyal customers send us their comments concerning technical nuances or user-friendly interface and from our part we encourage them for this by rewarding with nice bonuses.

In course of time we will improve Luck3 and it becomes the best place for gambling. Therefore, instead of affronts and aggression we hope on your understanding and support they never go under the radar at Luck3.

Thanks,
Jennifer
 

thebizb

Dormant account
Joined
Oct 11, 2008
Location
ontario
Dear Members,

Concerning terms and conditions, believe me, that we never ever change it for our own profit. It could be made only when improvement is needed. When the complain about rollover criteria has been received from frozencard, we promptly added it to our terms.

So if i understand this correctly the terms were added "after" the player tried to withdraw and made a complaint about added playthrough. Which is most defenitely cheating!!!!

As a representative of Luck3 Casino and Poker Room I must ensure you that we don't cheat and don't lie. As I think playing fair and personal approach are our great advantages and we apply them on all 100%. For example, back on issue with frozencard, admitting this mistake we offered to frozencard a compensation in real money, but not locked his account and ignored him.

Offered frozencard compensation for something that is your fault??? There is no reason why they shouldn't have been paid what was owed. This is a pretty pathetic way to screw a player out of a large sum of money.

I really hope there is a pab ongoing still and that you get what is rightfully owed to you, or that thousands of people see this and never, ever even download this place. I know i sure won't be!
 

winbig

Keep winning this amount.
Joined
Mar 10, 2005
Location
Pennsylvania
Concerning terms and conditions, believe me, that we never ever change it for our own profit. It could be made only when improvement is needed. When the complain about rollover criteria has been received from frozencard, we promptly added it to our terms. By doing this, first of all, we though about our players and how to make terms and conditions for them more precise. Why it didn't made before this accident? Cause it is the first time such complain appeared.

You just openly admitted to applying NEW terms retroactively. Don't you understand that this is ROGUE behavior, and may cause your casino to drop into the ROGUE PIT?

Either way, it'd be best for you to drop these additional WR's. If a rule isn't in place during the time they play, then it's not right to add it after the fact and expect anyone to abide by it.

damn, I'm still trying to get over the fact that a rep came here and admitted to applying a rule after the fact....and thought that it was the right thing to do.

I could almost guarantee that people reading this thread wouldn't touch luck3 with a ten foot pole if you are insistent on adding new rules and applying them retroactively.

Don't get me wrong. New rules are fine, but they should only be applied from that moment on.
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
It seems that nothing can be done. ....

"Nothing can be done" is a gross misrepresentation of the situation:
  • you took a Slots deposit, left Slots, and played other games. Sure, it would be best if the software had not have allowed you to do that but the point is you violated the Terms.
  • the casino penalized you by jacking up the WR using a new Term, retro-actively applied. While I believe this retro-active move is unfair the point is that you broke the Terms and your play thereafter was in violation of the Terms, regardless of what Term (new or old) the casino applied to you.
  • the casino made several attempts to settle the issue with you with compensation offers, admittedly smaller than your balance but your balance was effectively forfeit due to the Terms violations so the offers were pretty reasonable.
  • you flatly refused to even consider the compensation offers.

This is not a "nothing can be done" situation. This is a situation where you misused your bonus and rejected the casino's attempts to settle the issue. That's your choice of course but you've got no grounds to play the victim here since your Terms violations preceeded the retro-active WR stuff.
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
Admin Note: multiple forum accounts

Hi all,

Just a quickie - Frozencard's account has been closed for opening several forum accounts - there are no less than four accounts being accessed from his computer - three have ongoing PABs - two of which are using the same email address but differing names.

I've closed these accounts with the instructions for these individual(s) to get back to me via email.

For future reference - rule 1.9 specifically forbids having more than one account in this forum. If you share a computer with other members, please contact us to let us know. Usually it's not an issue, but four accounts and three separate PABs is a little suspicious.
 

4 of a kind

Repeated violations of forum rule 1.16 - troll
Joined
Mar 11, 2009
Location
New York
Bryan, maybe you should consider getting a job over here in the USA with Homeland Security or the CIA.

I'd bet on you doing a better job then Janet Incompatano.
 

winbig

Keep winning this amount.
Joined
Mar 10, 2005
Location
Pennsylvania
"Nothing can be done" is a gross misrepresentation of the situation:
  • you took a Slots deposit, left Slots, and played other games. Sure, it would be best if the software had not have allowed you to do that but the point is you violated the Terms.
    [*]the casino penalized you by jacking up the WR using a new Term, retro-actively applied. While I believe this retro-active move is unfair the point is that you broke the Terms and your play thereafter was in violation of
    the Terms, regardless of what Term (new or old) the casino applied to you.
  • the casino made several attempts to settle the issue with you with compensation offers, admittedly smaller than your balance but your balance was effectively forfeit due to the Terms violations so the offers were pretty reasonable.
  • you flatly refused to even consider the compensation offers.

This is not a "nothing can be done" situation. This is a situation where you misused your bonus and rejected the casino's attempts to settle the issue. That's your choice of course but you've got no grounds to play the victim here since your Terms violations preceeded the retro-active WR stuff.

Fair enough, but what's to stop this casino from applying even newer terms retroactively? Judging from their response it seems they feel they had every right to do that and will probably do it again.
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
Fair enough, but what's to stop this casino from applying even newer terms retroactively? Judging from their response it seems they feel they had every right to do that and will probably do it again.

Retro-active terms suck, no doubt about it.

If it hadn't been for the other issues -- in other words if the player had done nothing wrong and then got screwed by a retro-active Term -- I would have pursued that issue to its conclusion. That could well have resulted in a Warning, or worse.

I've told the casino several times that retro-active Terms are not going to make them popular with the players or with us. If they make a habit of it the "Warning or worse" thing may well come to pass.
 

thebizb

Dormant account
Joined
Oct 11, 2008
Location
ontario
Maybe its just me but i'm still not understanding why the player wasn't paid what is rightfully theirs?? What other rules were supposedly broken? Was it because they played other than slots on a slot bonus even though the terms just said it wouldn't count towards wagering??

Sorry just want to understand.
 
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