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Valerius VS Lucky Casino

Discussion in 'Casino Complaints - Non-Bonus Issues' started by Valerius, Nov 22, 2017.

    Nov 22, 2017
  1. Valerius

    Valerius Member PABnononaccred

    Location:
    N/A
    Can you do a review on Lucky Casino of Viral limited? I don't see a review yet on them. They operate on MGA license, but people should be aware.
    They offer good games and website is functioning well, but have experienced so many strange immoral things here.

    I have experienced this with them:
    * DON’T RESPOND TO CM they didn’t respond to Max in an official complaint
    * NO PROPER HANDLING OF COMPLAINTS they immediately respond to your complaint with: go to MGA, they don't try to solve anything with you.
    * CHANGE TERMS they change terms after complaints, so no need for payment, see also on Askgamblers on them.
    * NO PROPER CS they cannot be reached properly. In mail they don't respond for days, or a week even sometimes, when you want to close, and when you have finally closed your account you cannot contact live chat. LIVE CHAT ONLY AVAILABLE WITH OPEN ACCOUNT Also a lot of disconnections, not by my internet...
    * THEY DO PAY (wowies!!!!!)but max withdrawal of €1000 ! But everything else keeps pending and pending and can be reversed easily. They CONFISCATE every amount above €2000 when you used a bonus and mail you about it.
    *LONG RESPONS TIME limits or exclusion can only be set by emailing and they do not respond to that for almost a whole week!
    *ZERO TRUSTWORTHINESS.had two pending amounts of €100 written of my bankaccount but not on my casino account. They just simply say it's not, while having proove, never got it back!!
    * ZERO RESPONSIBLE GAMING AND IMMORAL took a week and 6 very urgent mails to close my account while explicitly saying having gambling troubles in all 6 mails and want self exclusion but let it open, so ofcourse lost a lot. THEY KNEW ABOUT IT CAUSE THEY EVEN MAILED NOTICING, I thought wow that is very good and responsible. BUT NO ACTION But they did not close waiting upon answering, but when I did reply 6 times, they did nothing!!! Their policy is email with exclusion of account request, but my self exclusions requests were not valid cause the registered email was different, while my name, registered email etc was in that mail, which was a reply of their responsible gaming mail and they knew I could not mail from that adress but they simply do not contact you then, while they received every request!!!! IMMORAL
    * VERY BAD BONUSRULES deposit and bonusamount x 45 and only €2 a round loweres wagering. Maximum payout €2000 if you manage to wager the bonus!!
    * NO NOTIFICATION CHANGING TERMS upon changing terms they don't notify you.
    * LYING they are not dirty of lying and even with proof of the lying, the director supports that!!

    Please CM investigate a review and find out yourself!
     
  2. Nov 22, 2017
  3. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Do you have an URL for these guys? Website domain name?
     
  4. Nov 22, 2017
  5. Valerius

    Valerius Member PABnononaccred

    Location:
    N/A
    luckycasino.com
     
    Last edited by a moderator: Nov 22, 2017
  6. Nov 22, 2017
  7. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Thanks.
     
  8. Nov 22, 2017
  9. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    Original thread title was "Please review Lucky Casino on CM, immoral behavior ".

    A review is a fine idea and I'm sure we'll get around to it in due course.

    That said I think it is important to remain truthful and factual in what you post about them. In particular (my comments in bold):

    • DON’T RESPOND TO CM they didn’t respond to Max in an official complaint.
      Not true. They may have been reluctant at first but we certainly did discuss the case.
      .
    • NO PROPER HANDLING OF COMPLAINTS they immediately respond to your complaint with: go to MGA, they don't try to solve anything with you.
      Again not true. The case had already been referred to the MGA by the time we were getting involved. As such we stood back and let that process run to completion, as we do in all such cases.
      .
    • CHANGE TERMS they change terms after complaints, so no need for payment, see also on Askgamblers on them.
      As you know from the MGA ruling on your case they did admit to a temporary error insofar as country exclusions were concerned. Since that had a negative impact on zero (0) players, yourself included, it was MGA's decision that no harm had been done. We supported that conclusion.
      .
    • NO PROPER CS they cannot be reached properly. In mail they don't respond for days, or a week even sometimes, when you want to close, and when you have finally closed your account you cannot contact live chat. LIVE CHAT ONLY AVAILABLE WITH OPEN ACCOUNT Also a lot of disconnections, not by my internet.
      I have no info on this so no comment.
      .
    • THEY DO PAY (wowies!!!!!)but max withdrawal of €1000 ! But everything else keeps pending and pending and can be reversed easily. They CONFISCATE every amount above €2000 when you used a bonus and mail you about it.
      Rubbish! I've seen cases with them regarding amounts well in excess of that amount successfully resolved. This is a serious accusation for which we have no evidence whatsoever to support, and have seen good evidence to the contrary. If it were true I assure you we'd have heard about it.
      .
    • LONG RESPONS TIME limits or exclusion can only be set by emailing and they do not respond to that for almost a whole week!
      Again, no info = no comment.
      .
    • ZERO TRUSTWORTHINESS.had two pending amounts of €100 written of my bankaccount but not on my casino account. They just simply say it's not, while having proove, never got it back!!
      Hearsay and opinion. This is not the place for groundless -- and unprovable -- accusations.
      .
    • ZERO RESPONSIBLE GAMING AND IMMORAL took a week and 6 very urgent mails to close my account while explicitly saying having gambling troubles in all 6 mails and want self exclusion but let it open, so ofcourse lost a lot. THEY KNEW ABOUT IT CAUSE THEY EVEN MAILED NOTICING, I thought wow that is very good and responsible. BUT NO ACTION But they did not close waiting upon answering, but when I did reply 6 times, they did nothing!!! Their policy is email with exclusion of account request, but my self exclusions requests were not valid cause the registered email was different, while my name, registered email etc was in that mail, which was a reply of their responsible gaming mail and they knew I could not mail from that adress but they simply do not contact you then, while they received every request!!!! IMMORAL
      See above.
      .
    • VERY BAD BONUSRULES deposit and bonusamount x 45 and only €2 a round loweres wagering. Maximum payout €2000 if you manage to wager the bonus!!
      Your opinion and certainly no evidence of "immoral behaviour".
      .
    • NO NOTIFICATION CHANGING TERMS upon changing terms they don't notify you.
      Pointless accusation: no casino is obligated to notify players of Terms changes. Read the Terms and you'll see that for yourself.
      .
    • LYING they are not dirty of lying and even with proof of the lying, the director supports that!!
      Again, I've seen no evidence of this. Mistakes, yes. Deceit, no.

    The bottom line is that you had problems at the casino, you filed complaints here and at the MGA and we both supported the casino. (you may have filed your complaint elsewhere but that is not my concern)

    You've now decided to seriously misrepresent your case here in order to press your agenda against the casino and damage their reputation.. That puts you in violation of our Posting Rules on several counts. As far as I'm concerned your case has had fair treatment and you've here voiced your disapproval: enough is enough.

    If you post here on this subject again you'll be banned for Posting Rules violations.

    I'm closing the thread for a few days to let cooler heads prevail.
     
  10. Jun 2, 2018
  11. EkJR

    EkJR Full Member

    Location:
    Glasgow
    Just noticed this thread on here so posting about my current experience there. Joined over two weeks ago and won 8k from 300 in which was great. Only games available are Netent and Playngo. They advertised other games but are not available. That’s when things started to go downhill.

    I emailed support asking why no Microgaming etc available, they emailed back saying they were available and would look into why I couldn’t access them. I then tried to withdraw winnings only to be met with a £1000 per day limit of withdrawals, says this nowhere in their T&Cs so again queried this. A couple of days passed and noticed that my original withdrawal was still pending. Messaged them about this, no response. Then the site was down for maintenance all of a sudden. It came back up but basically no game could keep connection to servers for more than about 10 spins. Emailed again. Because of how the site withdrawal limits work I now have 6 withdrawals, all still pending some over 9 days and have had zero response from the casino on any of my queries other than the first one. Quite concerned I’m not going to get my money here.
     

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