Hi everyone!

I am Sarah and will be answering to you on behalf of iGamingPartners, for the four casino brands, CasinoEstrella, CasinoExtra, Dublinbet and Lucky31.

In all our casinos, we offer:

● Over 600 casino games, a wide diversity of slots, all the classic table games and of course, Live Casino, provided by  NetEnt, Microgaming, Microgaming Live, Betsoft, Play’N Go, Yggdrasil, ViGS, Actual Gaming and Genii.

● A generous welcome bonus on first deposit, a great Superpoints loyalty program and daily offers

● Variety of different languages and currencies: EN/ES/FR/PT/IT/DE/FI/NO/SE and EUR/USD

● Multiple fast payment options

I will be looking forward to your questions and feedbacks! 

Sarah

Updated 16th October 2019 - FatBoss added to LCB lists

Updated 26th May 2020 - Futocasi added to LCB lists

Updated 25th November 2020 - Slothino added to LCB lists

Updated 28th February 2024 - Brutal Casino added to LCB lists

Hello Sarah,

Welcome to the forum.

Welcome Sarah, glad to have you here

Hello Sarah, I have got accounts both in dublinbet and casinoextra opened and verified over a year ago. 

I am blocked due to an investigation process. An operator Luna asked me to phone call me and I gave her my number. She talked to me this week. She asked me many of my playing details and I explained them to her

As they have some players from my country who won too they blocked my account

In the time I have played at your casinos I had a wonderfull support. Both dublin and extra operator have been kind and usefull to play at your casino

I hope, we could fix this issue. My funds at extra are by 3000 and by 2000 in dublin. I am not sure because my accounts were blocked 10 or more days ago

My user email is the [email protected]

Best regards

nenelcb

Hi nenelcb. Sorry to hear about your issue with the casino. 

The casino rep will be notified. 

Hello Sarah, i have an account in Lucky 31 and in Casino Extra. My user email is [email protected]. i made some deposits through neteller and was ok so far. Then they verifiyed my identity ,when i triyed to withraw, they rejected my petition first, and then they blocked me, in both accounts.

ive  been in contacts by email with supports but they are not giving me any reasonable explanation. Iam not sure exactly how much money i had left because i dont have acces to either account, but i guess its something like 2000 in Lucky31 and 1000 in Casino extra, 

Iam  from Argentina. ive been playing some games in those casinos , some roulettes and wheels , i ended up with some winnings but i cannot withraw my money, i really dont understand , i hope you can help me , thanks

Thanks for bringing this to our attention. The casino is going to be notified. Keep you posted. 

Hi, I opened an account at Casinoextra in November, I did not use bonus as I like live dealer games.

I have got an account in lucky31 and dublinbet.com too, I did not know all these site belonged to the same company

I deposited via my ewallet and played, I sent my docs to be verified and casinoextra KyC section approved them soon. My docs were verified at dublinbet and lucky31 too

I requested 1000 from casinoextra twenty days ago and my latst balance was 450, they blocked my account because they are investigating my account and other players from my country as they said.

My dublinbet and lucky31 account were blocked too for the same reason, with similar funds in them

The same accounts status remains since november 20th and they have only answered they were investigating with the game provider the cause I won.

They have never sent any payment, so, I havent won yet

my user email is the same I use at this forum [email protected]

kind regards

pedro

Thanks for letting us know Pedro. We're going to get in touch with the casino and check what seems to be the issue with your account and why they closed it. 

Keep you posted. 

Hello, my name is Teresa,  I have got a closed account at dublinbet.com

The cause of closure was a typo mistake when I registered. I placed my birth of dat in 1994 instead of 1954 as I was born.

My docs were sent before any deposit, they could have warned me of this mistake before I finished depositing 500 usd and won to reach a balance of 3000

My docs were verified and approved, the person in charge of verificcation did not checked my personal info with my national id

I know their T&C back up their decision to close my account because they say I fill in my registration with false data. It was a mistake

Any help is welcome

teresa

Hi Teresa, 

We're going to notify the the casino rep and see what can be done regarding your case. 

Please provide message me your casino username.

Hello Melissa, my user name is teresa and my email is [email protected]

Regards

Hi pedritohoc,

Just a quick update regarding your case. The casino rep will get in touch with his fraud and support team in order to get more info regarding your case and he'll get back to us as soon as he gets more details. Keep you posted.

@teresalcb - your account details have been sent to the casino for checking. Keep you posted. 

Hello, has Dublinbet rep given any info?

Best regards

Teresa

Hi Dublinbet representive, my account has been under investigation since November. I have contacted live chat operators many times. They have also phoned me. I do not know what they investigate, it seems what they are looking for does not exist.

I hope they send my funds soon

My user id e-mail is [email protected]

Marbul

Unfortunately, still nothing. We're going to send another reminder. Keep you posted.

Thanks for letting us know Marbul. We're going to notify the casino rep.

I wrote to an operator via live chat to dublinbet.com.  My account is under investigation since november.

They have not found a cause. They are auditing my account. They said the provider is investigating.

Why don't they just send my last pending money and balance? 

They have removed the game I played. It is an issue between dublinbet and game provider. They have taken my funds.

Marbul

Hi Marbul, 

We'll get in touch with them again. We got no news so far. 

Hi Marbul,

We got the update from the casino. Namely, they told us that you were informed about the case and why your winnings were voided. 

They informed us that your account was linked to a group of other accounts from Argentina, that was placing strategic bets as a group to take advantage of the game glitch and as a result, generating important wins on most of the accounts.

You were playing on one specific game, which was removed from their site and the game provider is investigating this issue as well. 

It is clearly stated in their T&C: 

5.1.9. You shall not be involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation in any of the Games and shall not use any software-assisted methods or techniques or hardware devices for Your participation in any of the Games. Dublin Bet hereby reserves the right to invalidate or close Your Member Account or invalidate Your participation in a Game in the event of such behavior.

They informed all players from this group via phone or email. You must have been informed. They can't disclose any personal info due to their strict privacy policy they need to stick to. They also advised us that if you have any doubts or questions about this case you are more than welcome to get in touch with their customer support and they will be happy to answer all your questions. 

We did our best to find out what the issue was, there's nothing more we can do for you. 

Hi Melissa, Thank you very much for your time and kind assistance.

What Dublinbet have not told us is that the game provider offered a game which I had a chance to win. When I detected I coukd win I did my best to win the most.

As I am not a genius, other players surely noticed it and won too.

The problem is between Dublinbet and its game provider. It is the game provider the redponsible of dublinbet losses. I am a simple 75-year-old player. Am I obliged to lose no matter I won playing a certain game?

Dublinbet removed all this provider games. Why? I guess, they are angry with them for this issue.  

Melissa, you kindly copied Dublinbet's T&C rule but in this case I am not to blame

What if I lost?

Any Dublinbet or Betgsmestv(the provider) should pay for this issue. Both companies have many employees and security sections, against me, who simply deposited, played and won, from a distant place Argentina.

Melissa, was my fault to take advantage and win at a game which was offered by a huge casino and an important provider?

Kind regards

Marbul

Melissa, must I have warned Dublinbet that I won? Or, stopped because I won?

This game is a live dealer game, means, there is a dealer who throughs and a final result. It is not a slot or sofware.

@marbul - I didn't say it was your fault but if a casino and software providers discover players are taking advantages they close their accounts. They even state this in their t&c. They also need to protect themselves. 

The software is investigating this game. Please get in touch with the casino and ask them again for the clarification. They can't change any personal info with us, they just told what the issue is. We send them another complaint and ask to address you guys directly on the forum so let's see what they are going to say. We'll try to get as many details regarding this case as possible. 

@pedritohoc - the casino has been notified about your post. I guess the answer would be the same but let's see their comment. 

I sent an email and the operator finaly answered my account would be  closed and not reopened

They did not they me what they found that broke their rules. 

Could you please provide me with your casino username so we can get in touch with them and find out the reason for closing your account? 

hello Melissa, my user e-mail is [email protected]

Thanks. The casino has been notified. Keep you posted. 

Hello, as casinoextra, dublinbet and lucky31 have taken over 2 months to give an answer I believe they decided not to pay.

Their T&C should order them to roll back what I inicially deposited as I have never gotten any payment from any of them

They haven't being answering my emails and their rep here at the forum is absent

Regards

You should have got an email from them as all Argentinian players. They advised us that you guys all were informed and the casino doesn't want to open your accounts. They also told us that you are more than welcome to get in touch with their support team. 

As per their words, you have broken the following T&C:

5.1.9. You shall not be involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation in any of the Games and shall not use any software-assisted methods or techniques or hardware devices for Your participation in any of the Games. Dublin Bet hereby reserves the right to invalidate or close Your Member Account or invalidate Your participation in a Game in the event of such behavior.

This is the casino's final decision and there's nothing further we can do to help you. 

Thank you Melissa for your time

What dublinbet/extra/lucky31 is not saying is that they remove the game I played from all their online casino domains although betgamestv is still offering these games at other online casinos. The only sites which these games were removed were dublin/extra/lucky31/casinoestrella

I guess, game provider haven't given propper explanations of why some people won

Because, dublinbet security section must be mad about this situation.

Game provider oversaw a scenario which I won. And other players saw the same advantage

It was game provider's fault

Dublinbet operators decided they closed my account because of T&C rules

But, betgamestv should pay my winnings

Pedro

They said I played with fraud.  I asked for my deposits to be rolled back

I have never gotten a payment

Hi pedritohoc,

They told us the game had been removed, they informed the software provider and they have been investigating what was the issue with the game. The casino told us this is their final decision and they won't change their mind. We tried our best to investigate what the issue was. You were also informed by the casino. 

I cannot believe how these casinos address a player from a country the same as the others from the same country.

These casinos decided that every player who won at their games is relationed with others when they were born in the same country.

Mr Pedro deserves the same as me and other player from my country. They even not gave back original deposits

Having and edge over the players must be scarse for them to survive, them count on these maneuvers.

Hi Marbul,

We do understand yourfrustration in this matter. However, casinos have the right to restrict countries they consider dangerous. They informed all of you by email and phone. This is their final decision. Please be careful next time.

I am a loyal player with the VIP PLATINUM (the top) status in Lucky31 casino, with a big loss overall as my player history. The last week alone I made deposits for almost 9k euro and withdraws for 3.6 k for a net loss of more than 5 k.

Now the casino refuses to credit the cashback that should be of 20% the net loss. I emailed my account manager but he didn't reply to my emails, on the live chat I asked for an explanation, but Luna keeps saying the same thing, just kept repeating the same line that ima not entitled to cashback.

I played at Lucky31 as I knew they were trustworthy and I demand that I receive my cashback as per the terms I deposited for.

Hi mazzica,

We will inform the casino of the issue you are having and ask them to look into your account. Keep an eye on this thread for the updates. 

Hello there, the figures I provide above where slightly wrong, because of the method their system add automatically the cashback, however, I found an agreement with the Casino's representative so all is settled now and you can mark the issue as solved.

Hi mazzica, 

Thanks for the update on your case. Glad to hear that the issue has been sorted out!

Thanks

I just signed up at FATBOSS but can't find the game were the spins are. The casino write 20 Freespins on "Merry Xmas" but where is the slot?

I have attached a pic for you to see.

Hope you can help me.

Have a nice day

Hello Johnny Nielsen,

Here's how you need to claim FatBoss Exclusive Free Spins (please note that this bonus can't be added automatically upon sign up):

How to claim the bonus: New players need to sign up from our LINK and contact the Live Chat or send an email to [email protected] and the free spins will be added to player's account within 24 hours.

That's excatly what I did and as the pic. show The 20 freespin was add in the Bonuses section.

My problem was that I couldn't find any game called "Merry Xmas" anywhere in the Casino.

Then (maybe after an hour) I logged out because I was frustrated.

When I returned a few hours later to see if something had changed, something had changed. Now the 20 freespins to "Merry Xmas" had dissapeared from my Bonuses, and only the Three Locked ones were there.

Just now while writing this, I got mail from Robb (Support) from Fatboss telling me I can go claim them. I'll try that..

I logged in and there they were and I press "claim". Now the bonus say "20 FS - Merry Xmas PC". FOR PC! That's fine because I use PC. But as earlier I can't find any game called "Merry Xmas" So I really do not care anymore!

I actually begin to wonder if there is any games at all from Play'n Go. Scrolling through all the slot machines I haven't seen any from Play'n Go?

I got a new screen pic. where the "new" 20 FS - Merry Xmas PC is activated, plus the mail from Robb. the support guy for FatBoss, but I'm not sure I bother sending them to you. I can't find the damn game anyway :)

But if you, just because you're corious, would klike to see that I can send them. But it's totally up to you.

Have a nice Sunday and THANX for trying to help me :)

I just had a good, nice chat with Robb in the Casino and they are looking at the situation.

We will see what happens, maybe I don't give up at FatBoss anyway :)

Hello Johnny Nielsen,

If you don't manage to sort it out through the Live Chat, please send me your casino username in PM inbox and I'll contact the Casino Representative.

Hi Sydney.

I still have my doubts about if FatBoss have any games at all from Play'n Go, but it really doesn't matter, I just wonder what really happened in this strange incident.

I got mail today and they credited 20 Free Spins on Dr Fortuno Slot instead of Merry Xmas. So case closed, I got 20 Free Spins and enjoyed my time with Dr Fortuno.

But honestly, I doubt that I dare do a deposit, this whole experience were just to weird.

Have a nice day.

Hello Johnny Nielsen,

Thanks for the update. We'll check with the Casino Representative why you received the free spins on "Dr Fortuno" instead of 'Merry Xmas' slot game.

Hi Sydney.

Just curious, have you found out why they had to change game for the 20 Free Spins?

Hey there (again) Sydney.

I'm a bit too curious from time to time, and I was thinking if you could explain to me what this is good for.

Yesterday FatBoss send me an text message on my phone, something about 5 free spins or so. (I will add a screenshot so you can see what I talking about)

I log in to see what the fuss was about, take a look.

The Bonus that I was giving yesterday is the one "TODAY ONLY" right next to the "20 FS - Dr. Fortuno" I didn't went to Live Chat because I didn't thought it would be worth the effort.

Then today (my curiousity) I log in again just to check out the "Bonuses", and to my big surprice they had add a x-tra "TODAY ONLY" (the one below "20 FS . Dr. Fortuno")

WHAT are they good for? ("TODAY ONLY") What can I use them to? I have absolutely no clue why I get them and what to do with them, I mean "TODAY ONLY" doesn't give away much information.

It would be very nice of you, if you could/ would help me to understand what's happening.

You have a nice day and A Merry Christmas.

Just for the records. There is no rush in this matter, so take it easy. And if you rather saw this request "disappear", then I understand, and you won't hear any complaint from me.

Hello Johnny Nielsen,

The Casino Representative says they haven't changed the game and she doesn't understand what happened. I need your casino username so the Casino Representative can check what exactly happened. Could you please send it to me in PM inbox.

Thank you and wish you a very Merry Christmas and Happy Holidays!