Casino Complaint Luxury Casino from Casino Rewards - Slow Payout Withdrawal - DAY 7

st0rm0r

Dormant account
Joined
Jan 26, 2016
Location
UK
Dear All,

I have an account with LuxuryCasino.co.uk (part of casino rewards group). I requested a withdrawal for £4,800 eight days ago, and it has still not been paid.

I have repeatedly contacted customer services, only to be fobbed off by excuses, the latest one being "oh it was a bank holiday yesterday in Australia so we have a backlog"... I've also been told that customer services can't help me, only the "Risk Management" department. Risk Management are not available on the 'phone. I've repeatedly emailed them but they have not replied. I really don't know what else I can do now, expect go to the Gambling Commission in the UK, with whom this company is registered.

I must note that there was no bonus involved and I actually lost money. The withdrawal amount is less than my original deposit, and I am withdrawing using the same method I deposited with. I have complied with all their ID requirements and support has confirmed that my account has been verified.

I have PM'd the rep just now informing her of this complaint as per the forum's rules.

Regards,
Lee.
 

dionysus

Good(w)ill Ambassador
CAG
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Joined
Apr 27, 2009
Location
the land of snow and maple syrup
I wouldn't stress it too much yet - adding in the weekend and holiday, 5 days isn't beyond the scope of reasonable espec if first withdraw. If it's bumped to the security team, it's beyond the scope of CS (and an acct can be flagged for any number of reasons).
If the rep doesnt respond, or the answer isn't favourable, then worry. Let the rep get back to you in a reasonable time frame and go from there
 

konectime

Banned User - douchebag spammer
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Online Casinos

If you are a Casino Player, you will get all what you need on <snip>
 
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st0rm0r

Dormant account
Joined
Jan 26, 2016
Location
UK
I wouldn't stress it too much yet - adding in the weekend and holiday, 5 days isn't beyond the scope of reasonable espec if first withdraw. If it's bumped to the security team, it's beyond the scope of CS (and an acct can be flagged for any number of reasons).
If the rep doesnt respond, or the answer isn't favourable, then worry. Let the rep get back to you in a reasonable time frame and go from there


Thank for your reply. I checked my records and we are now into DAY 8.... I have had withdrawals in the past for similar amounts... Thanks for a great forum....

Cheers,
Lee
 

Nicola

Closed Account
Joined
Jan 22, 2013
Location
Malta
This is nothing new with a Casino Rewards brand, they operate from Sydney so always a day ahead and they shut down completely early on Friday for the weekend. You will get paid, in full, but may take up to 7 working days (maybe a few days longer if using a debit / credit card)
 

st0rm0r

Dormant account
Joined
Jan 26, 2016
Location
UK
Ok, but why does Bet365 pay withdrawals within 10 minutes, and they only made £400,000,000 profit last year. Perhaps they are doing something right?
 

petro

Dormant account, per user request
PABaccred
PABnoaccred2
Joined
Nov 28, 2010
Location
Narnia
"oh it was a bank holiday yesterday in Australia so we have a backlog".
It's true, it was a national holiday recently in Australia. It was "Australia Day."
But, I contacted Casino Rewards recently and I was told that they are no longer an Australian company. So, someone's got their information wrong, either me or them.
Another creepy thing about Casino Rewards is the person who I was talking to was at "Vegas Joker" casino, I never gave them my email details yet, after my conversation I got an email FROM Vegas Joker about 15 minutes after the conversation; it's far too coincidental. My best guess is that they know my IP address from my previous visits.

If you ask me Casino Rewards are an extremely suspicious group.
 

petro

Dormant account, per user request
PABaccred
PABnoaccred2
Joined
Nov 28, 2010
Location
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The rep. for Casino Rewards contacted me about my comment.

She said:
"Casino Rewards is indeed run out of Australia.

Vegas Joker Casino is no longer owned by Casino Rewards but is owned by Joker Rewards (from memory that is their name), and is not an Australian company. This is likely where the mix up has occurred."


I said I will correct my comment but upon further inspection I see no reason to do so.

My reasoning:
My information about Casino Rewards no longer being an Australian company came from here:
You do not have permission to view link Log in or register now.

Then click on "Contact Us" in the top right corner.
Then click on "Live Chat."

It was the live chat found here that informed me. I noticed at the top of the live chat box it had written "Vegas Joker."
I would like information from other members to see if they get the same message "Vegas Joker" at the top of the chat box.

Because of this, at the very least Casino Rewards shows incompetence. Which to my mind is just as bad as being suspicious.
 

dionysus

Good(w)ill Ambassador
CAG
MM
Joined
Apr 27, 2009
Location
the land of snow and maple syrup
The rep. for Casino Rewards contacted me about my comment.

She said:
"Casino Rewards is indeed run out of Australia.

Vegas Joker Casino is no longer owned by Casino Rewards but is owned by Joker Rewards (from memory that is their name), and is not an Australian company. This is likely where the mix up has occurred."


I said I will correct my comment but upon further inspection I see no reason to do so.

My reasoning:
My information about Casino Rewards no longer being an Australian company came from here:
You do not have permission to view link Log in or register now.

Then click on "Contact Us" in the top right corner.
Then click on "Live Chat."

It was the live chat found here that informed me. I noticed at the top of the live chat box it had written "Vegas Joker."
I would like information from other members to see if they get the same message "Vegas Joker" at the top of the chat box.

Because of this, at the very least Casino Rewards shows incompetence. Which to my mind is just as bad as being suspicious.

As I understand this, it isnt incompetence nor untruths. Rather, a miscommunication drawn from wording.
Casino Rewards as I understand isn't an Australian company.
But it IS run out of Australia - that is, support is outsourced and stationed in Australia - no different than say, live support for phone companies out of India.
Additionally, it may well be they pool and share support - to that I don't know.
 

petro

Dormant account, per user request
PABaccred
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I think you miss my point dionysus.
I go to the official Casino Rewards page, their live chat tell me that they are not an Australian company.
The rep. for Casino Rewards tells me that they are an Australian company. There is no mistake about it.

To add to that, the live chat representing Casino Rewards on their official webpage is titled as "Vegas Joker."
According to the Casino Rewards rep. "Vegas Joker" has nothing to do with Casino Rewards.

It looks like they have bungled up their chat service.
 

dionysus

Good(w)ill Ambassador
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MM
Joined
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Location
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I think you miss my point dionysus.
I go to the official Casino Rewards page, their live chat tell me that they are not an Australian company.
The rep. for Casino Rewards tells me that they are an Australian company. There is no mistake about it.

To add to that, the live chat representing Casino Rewards on their official webpage is titled as "Vegas Joker."
According to the Casino Rewards rep. "Vegas Joker" has nothing to do with Casino Rewards.

It looks like they have bungled up their chat service.

No, the rep says "Casino Rewards is indeed run out of Australia. "
They are. They've offices there. That doesnt mean theyre Australian operated and owned. There's offices for support in Australia. She didn't say, in your quote, they are an Australian company. You posted her quote yourself..."Casino Rewards is indeed run out of Australia. "

And again, maybe they DO have nothing to do with Vegas Joker - as in, Vegas Joker, is no longer part of Casino Rewards...but were. They may happen to share support out of convenience, what does that matter?
 

petro

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And again, maybe they DO have nothing to do with Vegas Joker - as in, Vegas Joker, is no longer part of Casino Rewards...but were. They may happen to share support out of convenience, what does that matter?

I can list 2 reasons why it matters:

1. Vegas Joker and Casino Rewards are giving me conflicting information.
2. Vegas Joker spammed my inbox and somehow got a hold of my email by dubious means.

All up I admit, it's not a big deal.
 

dionysus

Good(w)ill Ambassador
CAG
MM
Joined
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Location
the land of snow and maple syrup
I can list 2 reasons why it matters:

1. Vegas Joker and Casino Rewards are giving me conflicting information.
2. Vegas Joker spammed my inbox and somehow got a hold of my email by dubious means.

What conflicting information? We cleared that up. They're not an Australian company..as you were told.
They do RUN out of Australia..which you were told.
That isn't conflicting. That's 2 separate things.
As to your information - they were part of Casino Rewards so that's probably the database. If they share support, they share information. If they're spamming you, take that up with a Vegas Joker rep or email them/unsubscribe.

I'm not sure what the issue is, sorry to say.
 

petro

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PABaccred
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What conflicting information? We cleared that up. They're not an Australian company..as you were told.

I would argue that point.
The way my mind works is it's either a yes or no question. Either they are an Australian company or they are not.
I went to Casino Rewards/Vegas Joker chat and they say "No."
Casino Rewards rep. said "Yes."

What the Casino Rewards rep. said was: "Casino Rewards is indeed run out of Australia."
Taking into account the context; my mind doesn't and I doubt any other persons' mind would interpret that statement as being any different from saying it is an Australian company.

I think we are talking about very small points here. Maybe I should contact the casino rep. to clear this matter up. (I just done it.)
 

petro

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PABaccred
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@ dionysus
You seem to think along my lines. How come I've never noticed you up till this point? :D
You're hogging all my 'Thanks" and "Helpful Posts."
 

dionysus

Good(w)ill Ambassador
CAG
MM
Joined
Apr 27, 2009
Location
the land of snow and maple syrup
@ dionysus
You seem to think along my lines. How come I've never noticed you up till this point? :D
You're hogging all my 'Thanks" and "Helpful Posts."

Lol, I'm old hat around here. Sometimes I just spend time lurking - others, I'm 'all up in yo bi'ness'..so to speak lol.
Cheers.
 

st0rm0r

Dormant account
Joined
Jan 26, 2016
Location
UK
UPDATE ON WITHDRAWAL - DAY 9


I chatted via Skype with Renee the casino rep, who was very helpful. She made a quick call the relevant guy who quickly sent me this email:


Dear XXX,

Just following up on my earlier email to let you know that we have completed those verification checks and removed the restrictions on your cashin. As such, the withdrawal will be sent out in the next batch tomorrow morning.

I understand this would've been frustrating, so I thoroughly apologise for that delay and the inconvenience caused. I can assure you that there will be no such delays on any future withdrawals at the Casino Rewards network.

Thanks for your patience, if you have any queries just let me know.

Thank you and kind regards,

Rhys
Casino Risk Management


I still haven't been paid but will keep you posted....

Cheers
st0rm0r
 

miksaxxx

Senior Member
Joined
Nov 5, 2008
Location
Finland
First thing i noticed from answer is : "Sending tomorrow "




UPDATE ON WITHDRAWAL - DAY 9


I chatted via Skype with Renee the casino rep, who was very helpful. She made a quick call the relevant guy who quickly sent me this email:


Dear XXX,

Just following up on my earlier email to let you know that we have completed those verification checks and removed the restrictions on your cashin. As such, the withdrawal will be sent out in the next batch tomorrow morning.

I understand this would've been frustrating, so I thoroughly apologise for that delay and the inconvenience caused. I can assure you that there will be no such delays on any future withdrawals at the Casino Rewards network.

Thanks for your patience, if you have any queries just let me know.

Thank you and kind regards,

Rhys
Casino Risk Management


I still haven't been paid but will keep you posted....

Cheers
st0rm0r
 

Harry_BKK

Dormant account
Joined
Dec 18, 2014
Location
Balcony
A fee facts about the CR group:

- Support is based in Sydney
- the company is registered in Malta
- payment runs are done at 10.00am Sydney time
 

st0rm0r

Dormant account
Joined
Jan 26, 2016
Location
UK
Thanks. It will be interesting to see if I get my money as promised in the morning....
 

petro

Dormant account, per user request
PABaccred
PABnoaccred2
Joined
Nov 28, 2010
Location
Narnia
Renee, the casino rep. responded to my queries.

I will paraphrase her:
Casino Rewards IS an Australian company, the entire company is based in Australia, not outsourced. CR have licenses in Malta and in Canada.
Joker Rewards IS NOT an Australian company, they own Vegas Joker and Vegas 7 Casino which Casino Rewards used to own.


She said that CR and Vegas Joker have an agreement to re-direct Australian players to Vegas Joker chat since CR doesn't accept Australian players.
She also offered to help stop Vegas Joker from spamming me.

I still think the last two points are a blemish on CR.
But since the rep seems to have a good head on her shoulders, I think the blemishes are something I can overlook. ;)
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
UPDATE ON WITHDRAWAL - DAY 9


I chatted via Skype with Renee the casino rep, who was very helpful. She made a quick call the relevant guy who quickly sent me this email:


Dear XXX,

Just following up on my earlier email to let you know that we have completed those verification checks and removed the restrictions on your cashin. As such, the withdrawal will be sent out in the next batch tomorrow morning.

I understand this would've been frustrating, so I thoroughly apologise for that delay and the inconvenience caused. I can assure you that there will be no such delays on any future withdrawals at the Casino Rewards network.

Thanks for your patience, if you have any queries just let me know.

Thank you and kind regards,

Rhys
Casino Risk Management


I still haven't been paid but will keep you posted....

Cheers
st0rm0r


There shouldn't have been any delays THIS time either, but there were. They have made a promise they cannot possibly keep as they can never rule out risk management on a particular account "for ever". A simple risk management check should not take 9 days either, and that's 9 days with a fire under their ass for the last couple, who knows how long it would have taken otherwise.

This confusion between "Casino Rewards" and "Joker Rewards" needs explaining as it seems to affect players. Allowing a completely unrelated company to call itself "Joker Rewards" is rather odd. 32Red took William Hill to court over 32vegas because the brands confused players into thinking the casinos were related, and 32Red WON! Surely this is a similar situation, Joker Rewards is confusing players into believing they are playing at a Casino Rewards casino, but when things go wrong they are told the two are completely separate.

I have also seen a third "****** Rewards" marketing shot for what appears to be a Casino Rewards casino, so there must be at least two of these separate but confusing identities as well as the main Casino Rewards brand.
 

st0rm0r

Dormant account
Joined
Jan 26, 2016
Location
UK
Payment finally sent to me on DAY 10.

Should anyone have to wait 10 days to get paid from an online casino?
 
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