Lucky Nugget Deposit / Bonus Complaint

[Alfran]

Have any of you had this experience?
My husband deposited 50e today,... and saw the balance as 50 in bonus/0 cash.
He talked to online support that he did not want any bonus (in anycase no bonus was taken since the balance was 50 the same as he had deposited). They insisted that he had to complete WR. His acct balance was 0 when he made the deposit so there was no remaining bonus money etc. The new deposit should not be counted as part of a previous bonus taken correct? In fact he had made a few deposits in the last few days, all were considered cash not bonus... he does not like to take bonuses in any case. He then called the hotline and they repeated the same story. That the new deposit he made cannot be withdrawn or be considered as cash. This is bizarre. Anyone heard of such thing?

 

[Alfran]

Any comments? Any reps?

 

[Jasminebed]

Something about that doesn't sound quite right. A few casinos have a 1x playthrough on all deposits (to prevent people just using them to launder money or move funds).

Cobus is the forum rep. Send him a private message and include the info he will need (acct no, real name) to look into it for you.
https://www.casinomeister.com/forums/members/

 

[Blathaon]

Something about that doesn't sound quite right. A few casinos have a 1x playthrough on all deposits (to prevent people just using them to launder money or move funds).

Cobus is the forum rep. Send him a private message and include the info he will need (acct no, real name) to look into it for you.
https://www.casinomeister.com/forums/members/

I see that the Rep hasn't been online since the 10th June, so getting an answer might be a problem.

 

[dunover]

Yes, unfortunately another AWOL rep at an 'accredited' casino. He may answer after a few days if you PM.
If the account balance was at ZERO when he deposited, then it has to be cash funds - however as said above it may need playing through 1x.
Lucky Nugget were very reliable when I played there, they're a decent outfit in my experience.

 

[Alfran]

Yes, unfortunately another AWOL rep at an 'accredited' casino. He may answer after a few days if you PM.
If the account balance was at ZERO when he deposited, then it has to be cash funds - however as said above it may need playing through 1x.
Lucky Nugget were very reliable when I played there, they're a decent outfit in my experience.

Yes we were quite shocked too... as he had been depositing there frequently the last month. He doesn't take bonuses. Just once when one was automatically transferred while he was playing. But that was while back, not the last few deposits.
Yes the balance was zero, because he deposited 50 and it showed exactly 50 in bonus. The online rep was not helpful and kept repeating that he had to WR before it goes to cash. We asked to speak to a supervisor and she said she is incharge. He repeated so many times till we got fedup and decided to make a phone call to speak to someone else. And shockingly they person on the phone repeated that we must wager.

 

[Alfran]

Something about that doesn't sound quite right. A few casinos have a 1x playthrough on all deposits (to prevent people just using them to launder money or move funds).

Cobus is the forum rep. Send him a private message and include the info he will need (acct no, real name) to look into it for you.
https://www.casinomeister.com/forums/members/

Thanks i have sent him a PM

 

[chuchu59]

Even if the deposit has to be played through 1x the balance cannot be listed as bonus as the usually playthrough for the bonus is 30x and this means there is now a 1500 playthrough. Of course this occurs quite frequently when there is a bonus balance remaining but since the OP cleared this up LN needs to explain why the funds are tied up as bonuses. That said, I played at their sister casino River Belle just a few days ago. Deposited 20 without a bonus and it was deemed to be a cash balance. Previous deposits , about 3 or 4, had bonuses attached but I zeroed up before depositing each time.

Should it be discovered that its a system error the casino should either ensure the funds are rendered as cash or allow the w/d of 50 without the 1x requirement.

The OP must refrain from playing till the issue is resolved. If the story is exactly what was described in the opening post LN will undoubtedly make amends. I would say they should give the OP couple a free chip for their trouble.

 

[awesomexd]

All bonus are 50x playthrough >_>

 

[vinylweatherman]

This is a problem with MGS casinos, and has been for some time. For a CS SUPERVISOR to come out with the kind of BS reply one might expect from a trainee is pretty bad. It's another sign that this group is continuing to slide.

Very odd that this issue turns up when a player has not taken bonuses, as it is normally associated with a long standing glitch in Clearplay, supposedly fixed, but clearly not.

The latest version was a glitch related to multi player slots, and it was that ANOTHER player had used a bonus, and an error caused an unfinished game and unfinished WR to be allocated to accounts of other players who just happened to have played the same multi player slot.

This was supposedly fixed (twice), but seems to be the explanation that best fits this case. The problem is that the CS supervisor is blocking all attempts by the player to escalate the issue to the tech department. This is inexcusable because all the CS has to do is look at the account and see that the 50 balance was a cash deposit on a zero balance, which should immediately flag this as an issue that needs to be escalated.

It could also be escalated to eCogra, which would be highly embarrassing for both the casino and Microgaming.

I have often seen this glitch when depositing with a zero balance, as have others. It has been around for YEARS, like some other Microgaming bugs.