CWC | High Noon | Lucky Red Casino | Aladdins Gold Casino Support and Complaints Thread

Funds JUST hit my account so "for now", I'm good.  BUT...this doesn't make me feel all warm & fuzzy knowing it "can" take up to two weeks to get bank transfers into our accounts from this group (as I was just told from the cashier who I've been in regular contact with) when this used to be the quickest method of receiving payouts!  Last payout I actually followed through with a couple months ago was in my account in about 4 business days.  This one took 7 but only after a lot of complaining!  Grrrr....

Glad you received it.  I have heard back from Martyn and I understand he has contacted you too.

This is what he said

"I never saw the PM as I no longer get notifications about them.  This is being looked into by Zuga.

So I have read it and spoke to our cashier guys to find out what is going on. I believe our cashier have also been in communication with the player today. The delay in processing the withdrawal is down to the recent bank holidays which have added a few days on before we were able to process it.

This has been explained in more detail to the player today and it is unfortunate timing but really nothing sinister. All I can ask is that the player hang in there and be patient as the funds are on their way. All I can really do is pass on our sincere apologies."

Looks like it all is resolved this time.  Lets hope it's a "one off".

blue

Hmm...ok, was there more than one bank holiday then between 5/6 and today?  I was aware of the one on May 6th but my WD was processed on May 7th.  Seems like the UK has ALOT of bank holidays!  If there was just the one then the delay really cannot be blamed on holidays...even the cashier told me it was due to "processor problems" which ALWAYS is a concern to me, leaving us at their mercy!

Just the one in UK.  There are several recognized holidays during the first and 2nd week of May in Europe.  I guess it depends where they are based.

blue

hey blue well now i have been waiting since the 11th for a withdrawal via paymycard......not cool.....AND now i have another one pending since the 14th both in manhattan slots.....annoying

If you've not received your 11th June withdrawal by the 18th, please post again and I'll chase it up.  The 14th June withdrawal should be cleared by the 21st (allowing max of 5 business days for both).  Again, let me know if you've not received that withdrawal by that date.

blue

Thanks blue!

My payout has been sitting in my cashier since Monday. I spoke to lc and was told it would be processed yesterday. Woke up this morning and sure enough........ Still there. Can you look into this please, blue?  Much obliged.

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CWC is the brand and username is drunab

Thanks

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Hi drunab,

I'll message them first thing in the morning (UK time) - if you notice it has been processed before then, please post.

blue

Ok . This is kind of frustrating.  I finally get an email today relating to processing my payout.  Turns out they needed scans of cc's that I have used before (which is normal). So I immediately send pristine scanned images of the requested cards and then they say they will try to approve my scanned documents within 3 working days. OK.............

1. I have been a loyal player at this group since 2008.
2. I am have been verified at LRC since 2008. (where I play at most frequently)
3. I received a payout from ASC in June from a Bday chip with no problems by paymycard method.
4. This is the clincher folks......... This payout at CWC  is the biggest I have requested.  (by the way.....I have only 1 payout from this group in 6 years. The payout from ASC this past June for $250.
5. This time my payout is for much more and I also have another one waiting for the same amount. So I have 2payouts in pending status in my cashier.



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I think I'm just disappointed in being treated like I just started playing with them yesterday. And I have put a lot of in this group with no payouts until  requesting my 1st withdraw 2 months ago. Specifically LRC being my favorite brand of the group.  I really think that's what it is. They aren't doing anything other than following procedure. Oh well, thanks for letting me lie on the couch for a minute everyone. lol   

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Hi drunab,

I've queried why you have to be verified at CWC if you are already verified at LRC.  I've also asked for a date the withdrawal will be processed.

blue

They have responded that it is being looked into.

I'll let you know when I hear further.

blue

We have a good result

The rep confirmed the following:

I have spoken to the cashier team, Natasha has emailed this player regarding his withdrawal, and she has approved the withdrawal and processed this for him now

blue

I have some more info from a different rep:

I checked and half of what the player is waiting for has been paid today and the other half should be paid on Monday.

I believe the cashier/fraud team are still waiting on a copy of the reverse of the players card they used to make the deposits on and they will be fully verified.....then we should be all set for the second payment on Monday.

Looks like you need the reverse of your credit card - make sure you black out the last 3 numbers of the security number before sending.

Everything has been addressed and satisfied. Thanks for the support blue. Don't know what I'd do without you.

Sent from my SAMSUNG-SGH-T989 using Tapatalk 4 Beta

Thank you drunab.

I have a problem with High Noon casino and I am I need to find out where I can get help.

I was playing the game "Santastic" on Sunday April 6th and got 25 free spins. During the free spin feature, I lined up 3 jackpot symbols on line 4 and the game did not give me the jackpot which was about 725.00. I then got on chat and spoke with "Jon" who looked up my gameplay and said that it looks like I won but he would have to send it to their techs to check and it would be hours. I later checked back, then they said 24 hours. I then chatted with them Last night after 29 hours, and the chat person Mateusz told me that I didn't win because you can only win the jackpot through extra  "jackpot" spins, eventhough I know for a fact you can win during regular gameplay, as I have done so before.
Then I sent an email to their customer support supervisor and I got a reply from them stating the stating basically this: I can see you hit one jackpot spin and 25 free spins in which you got the three jackpots however these are not paid out when in free spins or normal game play you can only win the on the jackpot symbols when you hit the jackpot spin or the extra jackpot chance as in these two spins this is why all other symbols are greyed out."

Obviously they are not familiar with this game, but I have played it for probably over 100 hours at different casinos, i love this game.

There are two ways to win the jackpot.

1. During normal gameplay by lining up 3 jackpot symbols (I have hit this 2 other times at different casinos)
2. During a jackpot spin (which I have done also). The jackpot spins are "extra" chances to try for a jackpot".

Anyway, I saved all my chats and emails and have the game number and everything. Attached is all my chats and the email that I just received from the supervisor. Obviously I need someone who plays this game and knows it well.

Ive read the emails and I do see where they admit you hit the Jackpot.

I have read the rules of the game and it does say 3 jackpots pay the jackpot.  It says if you get the Jackpot spins and hit progressive the feature is over.

I have played the game, never hit the jackpot, but according to the rules of the game I would assume I get paid Jackpot anytime is lined up on the same line. 

I would contact the rep here and ask them to research it.

I'll get in touch with the rep and get back to you or the rep will get back to you on this .

Thank you!

They have sent you a further email message.

Okay thank you. I read the email and they are still keeping to the story that you cannot win the jackpot during regular game play. i know this to be false as I have won the jackpot during normal gameplay before, so I know. Obviously they are not familiar with the game.

Here is email I received:
Hi Lyn,

Thank you for contacting Highnoon Casino.

I have received a request from Latest Casino Bonuses for me to check into your recent game issue, regarding a Jackpot Hit.

I have looked into this for you, and can see that everything with the game played is correct, and is all in working order.
Please note below the email our Customer Support Supervisor has sent to yourself, as all is correct with everything stated in this email.

When you in normal game play to hit the Festive Feast Feature you have to hit any three of a kind with except to the progressive jackpot symbols and then you get a chance to win jackpot spins or free games.
You hit one jackpot spin and 25 free spins in which you got the three jackpots however these are not paid out when in free spins or normal game play you can only win the on the jackpot symbols when you hit the jackpot spin or the extra jackpot chance as in these two spins this is why all other symbols are greyed out.
I do totally understand where the confusion has happened as the rules could be a lot clearer to understand but I can assure you that the reason you did not get any win even with hitting a winning line because these are not paid out on normal games or free spins. So on the pay-out table the jackpot pay-outs of 10Xbet for two and then jackpot for three only come into effect when in jackpot spins this is why you have a chance to win these in the feature game.
So where it says the feature is only triggered by any 3 of a kind with except the progressive jackpot ( this means you need three symbols on the winning lines to have the chance to hit the feature game and maybe win free spins or jackpot spins but can’t get the feature with jackpot symbols)
Where it states all prizes are tripled during free games except the progressive jackpot( means if you hit any wins on any symbols these are tripled during free spins but not on jackpot symbols) this is why you did not get any pay-out on that spin even with having the jackpot on all three reels in a winning line.
I completely understand why you feel disheartened by this whole experience especially when the rules could be lot clearer but I can totally assure you that if you had won we would make sure you was paid out as we do pay players every single day and some have huge pay-outs from us.

I really do hope this explanation has been a lot clearer for you to understand and any more questions on this please feel free to contact the team.

Kind Regards
Emma
VIP Host

Attached are the rules for the Santastic game. I am just being persistent because I know that you can win the jackpot through normal game-play as I have done so. They are just fixated on the page 3 under jackpot spins but these are extra jackpot spins so you can get a chance to win the jackpot  if you don't in normal game-play.  If this was the case in normal game-play they would only have the "jackpot" symbol in the middle column.

attached are last 3 pages of game rules.

Hi Lolatread,

Upon checking out your games we did find that you had 3 Jackpot signs lined up in a free spins round, however the rules do state that the Jackpot can only be won from a Jackpot spin, not on free spins. As you seemed very adamant that there was some kind of technical error we had the game checked over by RTG who developed and host Santastic.

Here is their reply:

After carefully checking game's rules and history, we found out:
1. Game #****** was part of the 25 free games awarded by game #****.
2. According to the rules "Only "JACKPOT" pays or the Progressive Jackpot are awarded after a Jackpot Spin."
3. Since game #**** was not a "Jackpot Spin" but a Free Game, player couldn't be awarded with the Jackpot.
That being said, the results shown at Casino Admin and currently reflected at player's balance are correct.

We are still in contact with RTG and we will update you with any further developments, but as it stands there is no Jackpot win on your account. If you don't mind could I ask which casino you won the Jackpot on free spins last time?

It was Silver Oak Casino.

Could I please have a contact of where the ordinary person can contact someone at RTG?

Frankly, I see what you are saying and understand, and although I will not receive the jackpot I feel I rightly won, I still want to know for sure because I do not want this same event to happen to me again, as I love playing this game.

I just don't understand why your casino keeps sticking to page 3 under the game rules, when the progressive jackpot rules are on page 6.

Unfortunately I cannot give you our contact information for RTG but what I can do i speak to them on your behalf. So if you have any questions either direct mail me, or post here and I will do my best.

I also just checked Silver Oak the terms are identical to ours, as I suspected.

Best Regards
Stephen

Funny because  i actually hit the jackpot by lining up 3 jackpot symbols on line 3 during regular game play. If they actually went back to every game i played I am sure they would find it. Wish i would have taken a screenshot, but never figured i would have to as the rules clearly define when the progressive jackpot is won.

I would like you to ask the rtg group to clearly define all the rules of the game. I mean every page and not just page 3 under jackpot spins.

Just to let everyone know this issue is being dealt with (this has also been posted elsewhere).

We are working with lolatread, and RTG to find a solution, and as soon as we have an update we will post here.

Regards
Stephen

I see where Lola is posting in other threads.  Kind of rude to start memberships at all these forums just to complain, especially when it is being handled where you originally posted which was here. 

It may be kind of rude and I apologize, but I did what i felt like I had to do  and am sorry if you do not like it. I did not feel like i was getting the attention my case deserved here. I kept getting the same answers over and over. So, I actually just went to the other site to take a poll and try to find someone else who could verify. Anyway, I do not have to explain myself to you or anyone else. Everyone is entitled to their own opinion.

I do thank LCB for their effort and help in this matter.

Called common courtesy and having a personal agenda.  You actually started off the post by apologizing, and im thinking she seems nice, then you finish it with "you don't have to explain yourself."  Brilliant!  Anyone of these forums are not required to help you. 

FYI I have been a member at LCB  since 2009, I just chose not to post anything which is why it says I am a newbie.. Also, this thread is not here so you can personally attack me. You do not personally know me. So, I think it is rude of you to do so on this thread. Please just stick to the subject at hand.

I do appreciate the help LCB has given me and I know they do not have to help.I am truly grateful for the help.

I will not continue to bait this conversation and will now only post to this thread if it actually pertains to the original subject.

Thank you, BMWStack, and have a great day!!

I was playing the Twister game (can't recall the exact name) and was on the free spins.  I hit around $700 and still had several spins left.  The game stopped and I got a notice that there was a maximum payout per spin based on bet amount. 
For example, if you bet .50 a spin, the most you can win on a single spin is $250. 

I had never seen that before.

Hi Gabby. That is not all correct what you  are stating. The clear rule on most of the RTG slots are 50.000x max win per line. So if you bet .025 on a 25 line slot the maximum win would be $250. And as you say 0.50 would be max $500 and not $250 as you state. That rule also include a feature / free spin session. Which really sucks as if it was per spin then at least you would get all your spins. But no the feature ends as soon you hit 50.000x line.

An horrible example is the slot Count Spectacular. IF you get the 5 wilds then you are capped at line bet 50.000 without that cap it would be x250.000 , If that was to happen in freespins where multiplier is x3, then it would be 750x000 times bet but is capped at only 50.000x

Basically to make it better understandable. You are better playing Count Spectacular with fever lines and higher bet. 5 lines will do and pump your bet up instead. Of course that only work well if you hit lot of wilds 

Please don't play victim.  I have stuck to subject starting with actually trying to help you, and then calling you out on posting in multiple threads, which led to you starting to get it personal.  Send private message if you have further problems. 

Sorry BMWSTACK but who made you a Moderator on LCB?  And I fail to see where you actually tried to assist this member.

You immediately "call them out" for posting multiple threads on other forums. So what?  I don't see them breaking any rules here on LCB.

You are way to aggressive in my opinion.

I think it's time everyone calmed down a little.

If the member on this forum wants to post their problem on another forum, there is little that LCB can do about it and of course, it is their prerogative to do so.

The rep is helping the member as much as possible and will continue to assist and that is pretty much all that can be done.

Please lets keep it civil and on topic.

Thank you.

If you go a few pages back I started to help, and then I started to help where it was posted on other forum.  I have been in the online gambling forums for quite some time and do belong to many.  Because all forums are businesses.  I have always choose to stick with one forum when needing help, out of respect for the forum and the casino.  Especially when it is a good casino that always does the right thing, which Clubworld does. So certainly it may not be a rule but common courtesy.  In terms of screenshots or general conversation, sure I will fire away at multiple forums. 

Also I have not seen the OP update what had happened, but the short of it is, Clubworld did confirm with RTG that it should have been paid, so they have taken game down for RTG to fix, and was figuring what the jackpot was and was paying OP.

Ok to spread a little joy over this thread, check the latest response from Karolina on the Santastic issue that was posted over at Casinomeister...

"Hi All,

I have just had an update form RTG, they confirmed that the JackPot can be won on; free games, base game or Jackpot Spin.

RTG are still investigating treadc’s game outcome and back tracking to calculate the random jackpot win, once this is done it will be credited to her account.

Due to this we have suspended Santastic until RTGs investigation is completed.

I do apologise to treadc for the issue and initially failing to understand it, however I will make sure the issue is fully rectified and no one else is affected.

Kind Regards,
Karolina "

Thanks for the update Martyn.  That's really good news.

I would like to know if anyone else has ever found that more has been deducted from their bank account  than they have actually deposited at the casino and if so, how was it resolved? I go through streaks where I will deposit often and it may not be deducted from my bank for a few days, so by the time I go to match up my deposits in my casino history with my bank account it is somewhat confusing especially since the debits don't always come out in the order I made the deposits and the dates don't always match up. In the last month I made 24 deposits according to my casino history, but I had 25 withdrawals from my bank account. Any advice would be appreciated.

I also, have personally won the jackpot during normal gameplay. So I understand why treadc posted on other forums about this issue.  A slot game not paying out what it is supposed to pay out, especially a jackpot win, should be addressed immediately with the casino. A jackpot not paying out.????!!!!!!!!! Let me give you an example( a little extreme, but relevant none the less) -- it's like playing mega bucks in Vegas and hitting the mega bucks jackpot and NOTHING!!!!!!!! The casino just tells you, so sorry, you didn't win!  Even though the symbols that signify winning the jackpot, are lined up staring you in face!!!

Also, multiple forum topic posting creates a player awareness of the problematic slot game on a larger scale.  This to me, is an added benefit, making as many players aware of this issue as possible.  I definitely would want to know about this, especially if I'm playing the slot for the first time.

Hi Stish,

Deposits are not recorded in real time, and sometimes casino transactions will take a few days to appear on your statement. This can be similar when buying just about anything online, and does depend on how the processor works. If you think you are missing funds from your bank or there is a mismatch, and it is to do with High Noon or Lucky Red then could you please email cashier @ highnooncasino. com or cashier @l uckyredcasino. com. we will be able to match up deposits and check to see if there are any discrepancies with your bank statement.

Regards
Stephen
Club World Group

Hi Stephen,

It is a Club World issue. My last deposit was on June 14th and I'm not waiting for anymore transactions to show up in my bank account. The problem is that my casino history shows 24 deposits and my bank account shows 25 deposits. I don't want to have to go through a lot of hassle
for one transaction, but it makes me not want to deposit anymore.
Thanks for your offer to help.

If there was somehow an extra charge, Club world will make it right.  Are you sure you went back far enough in the casino history to see all transactions.  I think cashier only goes back 30 days just in case it was over a long period of time.

You need to match the transactions from the casino to your bank to find which 1 charge you did not get credit for. Once you find the date and amount of this one charge they will be able to tell you if you got credit or not.

Clubworld is a good casino and this does not typically happen.  Unfortunately you do have to go through the trouble of matching transactions but really it shouldn't take more than 10 minutes.

Agreed.  Definitely a worthwhile "short" pain in the backside.

I know I went back far enough because the only deposits for the month of May were on the 24th & 25th and the last deposit was June 14th, so everything should be accounted for in both the casino history and bank account.  I'm going to try and match them up again and try to pinpoint which one it is.