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Luckyace casino void winnnings LGA and KGC pointing at each other.

Discussion in 'Casino Complaints - Bonus Issues' started by Sportyold12, Oct 23, 2014.

    Oct 23, 2014
  1. Sportyold12

    Sportyold12 Dormant account PABnononaccred

    Occupation:
    student
    Location:
    sportcity
    I played lucky ace casino at 3 September 2012 I made the first deposit and lost it, after that i made my second deposit I won a big amount afterworths I was busy with my work I left my balance and didn't play anymore until December.

    In December I asked my wagering they told me I have to wager the amount from the last bonus(that I lost) and the new bonus, after playing more I won more, my balance increased with a 1000 balance from 4500 to 5500 I was so lucky. after I made a small cash out, they told me my balance is voided because

    i crossed the max bet rule. Only I got the bonus in 3 Septmber and i made screenshots from the terms and conditions and it was not stated there.

    After that I mailed the Kanawhake gaming commission as it was there license, I send over my screenshots and thought they are working with the case I got this email back

    "
    Hello ***
    I apologise for the delay in getting back to you. Luckyace has transferred their license jurisdiction to the Lotteries and Gaming Authority (LGA) of Malta. We have forwarded your complaint to the LGA and are also copying them on this email but recommend you contact the LGA directly at: This email is not visible to you. concerning your case. I am sorry we were not able to assist you."

    They contacted lucky ace for me and said that lucky ace would respond to me and they did a long letter from the legal team the summery was
    " Please be advised that the abovementioned excerpt from the Company's bonus policy is as of September 23, 2012 – the date in which you have yet to be entitled to withdraw, " I made a deposit on the 3 September. They said " the Company has decided to return to you the funds deposited by you in your account"

    I think this was not fair for me as I accepted the bonusterms when I started playing on 3 september, I asked if the bonus could expire, that couldn't happen that is what the support said. As I send a complaint to the LGA. I got a an email that they would look into my complaint after numerous mails I didn't got any responds I forgot it for a while as I think I am going to call the LGA I did and they said something went wrong with my complaint and they didn't have it anymore I send it again. within one day I got a responds from them.

    " Regrettably this complaint is not within the remit of the LGA and if you would like to follow up on this complaint, you are courteously requested to contact the relevant licensing body under which Progressplay was licensed at the time of your complaint; i.e. the Kahnawake Gaming Commission"

    So the Kanawhake gaming commission is sending me to the LGA and the LGA sending me to Kanawhake gaming commission. Where do I need to go now????

    I send both gaming commissions an email today and Kanawhake send me an email back they said that lucky ace illegally claimed there license.

    "I am very sorry, but since this operator is not regulated by the KGC, they have no reason to even acknowledge any communication from the KGC. I have discussed your situation with the KGC Legal Council this morning. The KGC will send a cease and desist letter to First Services regarding their illegal claim, and also contact the Lotteries & Gaming Authority concerning your case."

    This is crazy work they are sending me everywhere I don't know where to go anymore I hope this site can give a boost in the right direction....
     
  2. Oct 23, 2014
  3. homerbert

    homerbert I-Gaming Industry Representative webby

    Occupation:
    nothing :)
    Location:
    middle of Europe!
    Terrible, like usually this idiots from license companies just do nothing, drinking, and really do not care about players.
     
  4. Oct 23, 2014
  5. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
    As this casino don't appear to be in the Rogue Pit or No-Can-Do list, you can Pitch-A-Bitch.
    This is CasinoMeister's FREE service to help players with problems at non-rogue casinos.

    To submit your PAB, click here: Pitch-A-Bitch
    Be sure to read ALL the terms for submitting a PAB, including the Frequently Asked Questions here: PAB FAQs

    IMHO you'll get further with that than with any licensing authority.

    KK
     
    3 people like this.
  6. Oct 23, 2014
  7. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    Why did you wait nearly 2 years to bring this up?

    Just curious.
     
    1 person likes this.
  8. Oct 24, 2014
  9. Sportyold12

    Sportyold12 Dormant account PABnononaccred

    Occupation:
    student
    Location:
    sportcity
    I didn't know this site, and the LGA let me wait for almost 9 months they never responded to any of my emails. I think I will file a PAB I have to read the FAQ about it. Does the LGA and KGC responds in this forum ?
     
  10. Oct 24, 2014
  11. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
    No - I don't think they do. (I could be wrong there).
    You need to file your complaint against the casino, not those licensing people.

    KK
     
    1 person likes this.
  12. Oct 24, 2014
  13. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Looks like a stalling tactic was being used, and regrettably it worked in this case. The intent behind the stalling tactic was to let the passage of time erode the problem till hopefully it went away. For 2 years it worked, and the problem now is that it's a 2 year old complaint, and time will have allowed the casino a further opportunity to distance itself, such as "new management/owners" on top of "new licensing jurisdiction".

    It's likely that the KGC are correct, and it's the LGA that are now trying not to deal with a matter that IS their concern - nothing new about this. The LGA are one of the worst when it comes to looking after players, and waiting 9 months for a reply telling you it isn't a matter for them is par for the course.

    Now, determining the actual dates on which the licence moved from the KGC to the LGA will determine who should be dealing with this. Even this isn't necessarily the only factor, as it depends on whether the date "the problem arose" is considered as the date of deposit (entering into the contract), the date on which the problem was discovered (the first denial of withdrawal), or the date on which the player formally raised the issue with the KGC and/or the LGA.

    In terms of the contract, it's the terms on the date the bonus was credited that matters. It turns out from another thread that if it's the LGAs responsibility, casinos have to lodge a date stamped version of their terms and conditions every time they are changed, and that this is the version that will apply in any dispute (versions found on "the wayback machine" will not be considered admissible). You could ask to see the CURRENT version, and see whether the version date is before or after the 03/09/2012. If this max bet term is shown, and the date stamp is before 03/09/2012, then you are out of luck, the term applied to your deposits. If it's after, then you still have a case.

    Leaving money hanging around in a casino when you are temporarily too busy to play, or unable to access the casino, is a very bad idea. Best practice is to withdraw any balances and redeposit when you next find the opportunity to play. I rarely leave balances sitting in casinos overnight, let alone for a few months.
     
  14. Oct 27, 2014
  15. Sportyold12

    Sportyold12 Dormant account PABnononaccred

    Occupation:
    student
    Location:
    sportcity
    well I was contacted today by the Luckyace casino, that the KGC send them an email to contact me directly, they send the same legal letter to me as before, with on the end

    "This is our final decision on this matter and no further correspondence is required or will be given.

    Please refrain from contacting us again regarding this matter."

    So I will fill in a PAB today hope it will help. Thank you for all the information that has been provided to me.
     
  16. Oct 27, 2014
  17. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    @ Sportyold12 : I will of course look into your PAB asap but you must accept the fact that raising this issue with us TWO YEARS after the actual events significantly reduces your chances of a successful resolution.

    You say you waited 9 months for a reply or whatever. You should not have waited that long and by doing so you have made yourself part of the problem here. We'll see what we can do but your actions -- or rather your inactions -- have made this situation much worse than it would have been if you had acted in a timely manner.
     
    Last edited: Oct 28, 2014

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