Lucky Luke Casino Support and Complaints Thread

Hello Melwinmel,

Here's what the Casino Representative says:

"The player can only have one active bonus at a time. The $50 one was pending, waiting for the $10 to be finish.
Support took away those bonuses so he could get the $50 one. They took the lead a little too fast... Tell the player I'll give him back the 20$ and they'll wait until he finishes the $50."

thank you.. im going to go to the live chat there now . ill update how it goes !

once again.. chat support being difficult.. they are insisting they gave me this bonus.. as my cash back bonus  ( obviously  this  isnt about my cash back at all. ) . ive copy  pasted this message from forum. showed a screen shot and explained multiple times. but seems its falling on deaf ears. i come  and pay to play at casinos to enjoy it. its been nothing but stress here at lucky luke casino.. 

im adding a attactchment its a screen shot of my chat thats been repetitive for a while now !

i hope i upload these properly.. 

im still in chat.  i love also how im asked " is there anything else i can help u with " its like getting told to GO AWAY like i am the problem here.. Getting help with problems from the casino is like PULLING TEETH! and it costs money!

in case i have posted here too many times  i apologise . let me know if thats the case. 

chat is like nothing ive seen before. its exhausting. they just argue non stop.  say the same thing always.  anything to end chat so i go away. i cant be certain but its like they hope i stop wasting my time and give up on the matter. !! 

unreal.  i told/tell support agents that ill post this here ( hoping they will stop being so difficult and  start helping  bcoz i honestly don't want to do this! if i wanted to do more work . id go do overtime and make $70 per hour . instead of this!! 

im closing the chat now. because i hit a brick wall when im told "We will forward your case to the relevant department, they will check on this and contact you back via email as soon as your case has been processed" .. 

im unsure if they are still referring to the  $50 bonus or the correct bonus or what.  i keep asking if they understand yet. but keep getting ignored 

ill also add. there has not been a time when these matters that are escelated ive got email back .. ive had to chase down and go through a hard time making sure it gets resolved.

howdy "Sheriff "   

after all thats been said and done and for so long this was the icing on the cake! 

*see attachment * 

ok so the manager has said now that i was given the bonus  . 

despite being told in chat i after my $50 bonus i got cashback.. i even asked directly a couple of times if i got the $20 bonus . never was told i did ( the reason i was asking these questions is because the agent didnt understand what i was talking about for so long .. or acted like they didnt. ) so i asked in atttempts to get them to start to understand me ! 

so .. no $20 bonus added. i regret every $ i deposit here.. its hard to fathom that a online casino can be this unprofessional and dodgy. but lesson learnt.. it is possible . i wouldn't recommend playing here AT ALL TO ANYONE. 

just got the $20.

i posted alot here . but id like to let it be known that i didnt post every thing that happened! 

if i had gone to work instead of spend my time on this problem (which wasnt initially much of a problem at the start ) .. id have made a good $1000 wage for myself! 

im astounded.  and exhausted . ill go spend this $20 in a few minutes. but i highly doubt ill be in the deposit part of my lobby afterwards . 

Hello Melwinmel,

Thanks for letting us know. Glad to hear it has finally been sorted out.

new problems ! can you believe this?!

i have  $20 bonus but the games when i load shows $0 balance. 

same games i always play with the bonuses . ! unreal

Hello Melwinmel,

Sorry to hear that. I've sent an email to the Casino Representative again. Keep an eye on this thread for the updates.

lol ok thank you!

Hello Melwinmel,

We have received a reply from the Casino Representative. This is what they say:

"The issue of the bonus not showing on some games has been fixed. Player came on chat and confirmed that she can see & play her bonus.:

Please let me know if this worked. 

yes it got resolved thank you . 

a apology for the nightmare they put me through wouldnt go  astray. 

lol im definately not expecting a bonus for my troubles  they put me through

thank you Sydney i couldnt imagine the fight id have  gone through without your assistance.  so very grateful

Glad to hear it has finally been resolved! Thanks for the update.

Hi,

I can see from many other posts, people are having the same issues with your support staff.  I have requested via email 5 times now to be contacted from a Management person, and twice on live chat where I have just been left there with support hanging up and not replying at all ( I believe it was Angel eyes both times). 

I deposited $20 and took bonus for third deposit, wagered it and won $800.  It was not stated on the promo email I received that it had a withdrawal limit of 10x deposit bonus, but it was in the fine print of the t&c's, so not fair enough but it is what it is.  So after sending all the verification documents the first time on the 31st Jan, it came back that you didn't accept a mobile phone account for verification, not in t&c's but sent another doc.  Then it came back with the $800 not being accepted, so I did it again for $200.  Then it came back they couldn't pay to my credit card (however advertised that it could be) and a $35 fee would be charged for doing a bank wire under $500.  They would not waive this fee even though I already relinquished $600 and selected the fee free option of withdrawal to my C/card that you could not fulfill. Then it was rejected again saying my bank document was not acceptable, even though it has everything you asked for such as - it was a pdf under 6 months old with colour bank logo, my name, address, BSB, account number etc.  I also sent copy of my licence, C/card, Gov doc, bank doc, and still not verified.  I have not had this problem at any other casino in the world, and I'm a member of quite a few.  While advertising a 48hr withdrawal process, it's now up to 11 days, and with multiple requests to speak to a person in Management, this request has been ignored.  This is disgraceful and disrespectful.  Your support staff need to learn some customer service skills as they are costing your casino money by loss of business.  It's frustrating and unacceptable.  Still waiting and annoyed.....

shottie77

angela eyes  is the best at not responding! good luck resolving this.!

Hello shottie77,

We've sent an email to the Casino Representative. Please keep an eye on this thread for the updates.

Thanks.  I really appreciate it..  I'm still getting nothing from them.  Cheers

Hello shottie77,

We're sorry for this bad experience.

The document verification process may take longer than expected if you do not send a valid document.

Furthermore, after verification, it turns out that a communication problem between support and finance has caused the process to drag on. Your documents were validated yesterday.

Finally, we have made a point with the support service so that this kind of incident does not happen again.

As far as the credit card is concerned, some card providers do not accept withdrawals. And regarding the bank transfer, we are talking about an international transfer here, so this generates costs that unfortunately we cannot control in our side.

Once again we apologize for the inconvenience and hope that the continuation of your adventure in the land of LuckyLuke will be more peaceful.

Regards,

Hi Sheriff,

I'm still far from impressed.  I have made 7 requests via email now to have a Manager contact me, still nothing.  The documents I sent were all valid and official, and we're all given 13 days ago now.  I think you have a larger communication problem than you think or wish to admit.  And as for the $35 bank wire fee, this is your fee not the banks so it can be waived and/or controlled on your side.  My bank will charge another fee on top of that so waiving it would be the least you can do in this situation.  I attempted to withdraw $800, but due to some small fineprint in your terms and conditions that was changed to $200. You only charge this fee if the withdrawal is under $500.  So you are already better off by $600.  I also ask support if I could play on with this $200 and attempt to gamble it to be more than the $500 minimum to not have a fee, and I was told any more winnings will automatically go back to $200.  This is not fair play, anybody would think this was a no deposit bonus.  So I have to wagering this deposit bonus and winning $800 I'm going to be lucky to get $150 in my hand.  I've spent more in your casino since making that deposit.  I have attached the advertising email sent to me enticing me to deposit.  If you're wanting to be known as a fair casino, and not a dodgy one, wouldn't you put the clause in there as well saying "the maximum withdrawal is 10 x deposit?"  That's a pretty dishonest and deceitful trick don't you think?  There are strict advertising rules in my country especially relating to gambling!

Shottie77

ps. I'm not going to be very impressed if this fee is not waived, or be allowed to play on as if this $200 is a fresh deposit bonus free!

what was the fine print to reduce it to $200 if it wasnt a no deposit bonus u were playing with?

apoligise for multiple  posts it always says error ( see attatchment)

Hey,

All "Deposit Bonus's" have a max withdrawal of 10 x deposit.  They must be ashamed of it as it is not clearly posted on any of their promos....

Shottie77

Hello shottie77,

We've sent another email to the Casino Representative regarding your questions and asked him to reply in this thread.

Hello again shottie77,

You have a manager talking with you right now. By this I mean me.

Your documents should have been validated earlier. The platform we use, like many other casinos, sometimes has ups and downs that we cannot control.

Once again, the 35e fees are not on our side, but on the payment platform we use. 150 for a 20 deposit it is far from bad.

Regarding the email, the last part says, “bonus terms apply”. We obviously cannot put all the bonus terms in one e-mail. That’s why we always advise players to read them. We don’t have a lot of rules, it's quite quick to go through them.

Main rules: Winnings resulting from match bonuses are subject to a maximum cashout of 10 times the original deposit amount.

By the way, even if we are not directly responsible for the delay you had to undergo, we can offer you 10 free spins on the machine of your choice.


Regards,

Hi whoever you are?

It is very big of you to offer 10 free spins.  If you really are Managment, and I highly doubt you are, at least sign off with your name and rank.  There's no wonder that support is so rude if this is how management responds to their customers. shit flows downhill right?  By the way as for the conditions left out of the promotions regarding the deposit bonus paid out x10. It is the only condition you left out. 4 weeks ago now, I  made another request to be contacted by manager through your general question section on your website and I got a reply last night saying the relevant department is still considering and we'll get back to me by email with a decision when it's been made.  4 weeks come on..... My disappointment with this casino has been increasing since day 1.  But as I said, if the persons at the top don't give to craps, why should anybody else in your whole support network.  Shove your 10 free spins I'll just take it to our department Fair trading and the curico gaming commission they can sort it out for me.

Hopeless jerks

shottie77

Hello shottie77,

We've sent an email to the Casino Representative and asked him to address the issue you're inquiring about in this thread.

Good morning sir,

It seemed to me that my name was visible. I'm the Sheriff.

Why do you want us to respond to your email if you're here? Unless you'd rather go by e-mail. I'm just adjusting. Just tell us which way is best for you.
I see you're not happy with our casino. Unfortunately, we can't please everyone. As I told you, if you want to go by mail, then we will go by mail. There is nothing more I can do about it. The choice is yours.
If you think you need to alert the "department Fair trading and the curico gaming commission" to anything, feel free to do so. We follow absolutely all the rules.

Have a lovely day.


Regards,

Sheriff

Hi Sheriff,

What can I say.  Your arrogance is evident in how the operations of your casino runs.  As you hide behind your fictional cartoon character, does this make your conscience feel better as you rip off the general public?  There is zero contact phone numbers to contact customer support or management.  Live chat will not get anyone to call back or transfer to a supervisor, and all emails don't get any response whatsoever.  How do you manage to keep your gaming licence?  Your attitude is a true reflection on how that place is run... Dodgy with zero customer focus.  The worst I have ever played at.

GFY

so i requested my account to be closed after the withdrawal have been processed well my account is closed but no withdrawal has been processed and i still haven't been contacted absolutely disgusting

Shottie77 this casino is known online as being complete scam that's why i came to read as i was curious. Don't rely on their license too much, curacao is a cereal box license. It is worthless, you could have one if you wanted to operate in your backyard, you only have to pay for it and gg. Curacao is an empty shell, empty building with no one inside just like the kanawake comission lololol. If you call curacao and get someone on the line, that's probably because you had a wrong number lol. These guys will hide behind their fake names and say whatever they want as they know they operate illegally and don't care whatsoever. They know exactly what they are doing and why. The number of these people that should be in jail is astonishing. It's only a matter of time before the big clean up. The last thing you'll see on their c.v. is honesty because if you write that down on your c.v. you won't get hired there lol. The last thing they want is honest staff that tells the player the truth lol. They are paid pocket change to scam others, the cheap labor of criminals. They are not paid enough to care and even if they did, then they wouldn't work there.

Forget the license, forget forums, you need to take actions in the real world. They want people to believe our only chance is through these but they are all affiliate or working directly for the industry so their loyalty goes there. They will talk trash, say whatever they want but if you show up with a lawyer you'll see how quickly they change their behavior. Good luck with your case, don't give up... it's because of all the people that give up that they continue to operate. But they ran their industry to the ground, being forced to lower rtp and remove promotions all over because all their bs have made the customers find something better to do with their lives. They might have a slight boost now but after the crisis, when the economic crash start affecting everyday life, they will go down in flames.

Hello shottie77,

We've sent an email to the Casino Representative and asked him to contact you.

Hello shottie,

You should know that in a conversation people adapt to the person they are talking to. I'd rather stay straight in my cowboy boots than bend over when I get shot at with live ammunition. Since the beginning I try to adapt to your requests, I answer you here etc, but nothing satisfies you. While you have a direct point of contact here with me, you try to ask the chat support to give you my contact. However, I explicitly asked you the last time if you prefer that I contact you by email or here. You didn't want to answer and in the end, you find yourself here again to complain that we don't answer you. Unfortunately, we can't satisfy everyone, especially in an industry like this one, but it is clear that you don't make it easy. So once again, would you like to be contacted by email or here on my behalf? Without an answer from you, I would consider that you didn't want to answer with the sole purpose of feeding an endless drama.
As far as the phone number is concerned, it will be difficult for us to give you a number that does not exist, as the platform we use only provides chat and email support.
Your account has been reopened so that you can make a new withdrawal request. As you didn't want to write to the financial department to tell them that you accept international transfer fees (which is why your transfer was not successful in the end), I took care of it. Once again you didn't want to answer a simple question that only slows down the process again and again.

As far as Fredo is concerned, I will just say that we should not put all the eggs in one basket and that we are certainly one of the clearest casinos on the market, only there are conditions and constraints. Here, for example, an international transfer coupled with the fact that a MasterCard credit card does not accept withdrawals (we help our players but we are not magicians who can go against the technologies or constraints of the payment organizations). So it would be good not to cry wolves too quickly. You should also take into account that on this kind of forum you will never see all the players for whom everything is going well, only those who have problems.
Finally you also accuse LCB of collusion. LCB is, in the field of affiliation, a more than very respectable entity that will always help players, even the most difficult ones.

Good day to you both.

Are you serious.  I have made multiple requests for you to call me, because I am sick of writing essays and still getting no where.  In which world do you think you have helped or assisted me?  I have been trying to make 1 withdrawal now for 8 weeks since the end of January.  I requested on 3 occasions to the finance dept to do a bank wire, then close my account.  Not just close my account and hope I go away without you paying me.  I will attach some screenshots of the direct requests.  I have only been assertive due to the hoops I have jumped through to get my highly reduced winnings, and the total lack of service I have received along the way.  You are in no position to post any blame on me for having to continually follow up to get a withdrawal that still has not been processed.  1 phone call could have saved a lot of time and effort.  Now for the forth time, process the withdrawal via bank wire using the bank details I have already provided, and then close the account.  Its obvious you Dont give a shit or have any clue to what's happening around you.  Here are some snippets from direct emails to the finance dept.

March 13 via email

I selected wire transfer I know there is a fee, ridiculous as it is, just process it I'm not waiting another 48 hours. I will attempt to get that fee refund at a later time after I speak with the gaming commission. Just processed the withdrawal wire transfer. Stop screwing me around. I'm still waiting to be contacted by management for over a month now. This casino is a joke.

Regards
Scott Waldron

 March 19 Via email

This is beyond a joke. I confirmed that a bank wire was the option to process the withdrawal. Hurry up and do it, then close my account and delete all my details from all of your databases

March 19 via email

My account is verified (eventually) you have all my bank details for a wire transfer. Just process the withdrawal and close my account.

How dare you say I have not confirmed for you to go ahead and process the withdrawal, just another lie to add to your growing collection.

Do you understand now, is it clear to you...process the bank wire and then close the account.  I will be forwarding this information to the ACCC along with the emails and live chat transcripts, the advertising emails etc etc your just making it look worse and worse for yourself and your dodgy establishment.  

Recap.  Process bank wire, close account..got it?  Clear enough?

Kind regards

shottie77

P.s.  I do not know Fredo, never met him, or spoken to him in my life love before.  Although I do somewhat agree with him about a few things, I would appreciate if you deal directly with him on a separate reply.  That is quite rude of you again cowboy!

Hello,

Once again you are not listening, the proposed solution is not that I call you, because this is not part of the process, but that I answer you here or by email. Can you tell me which one suits you better?
And once again we can't make a transfer if you don't request it from your account. So please make a transfer request so that the transfer can be validated. We cannot initiate a request on your behalf, this is not possible.


Regards,

Why not... I have already created 4 or 5 requests that you keep cancelling for no legitimate reasons.  You are the retard not listening. 

Pay withdrawal, cancel account.  Is it really that hard for you to comprehend? Are you trying to tell me that you're a manager and you don't have the authority to do this?

Your the one who is loving all this drama by continually being uncoporative making this saga go on for a lot longer than it has needed to.

It is clear to me you're just avoiding paying out the winnings. Now just pay the withdrawal, and close the account..easy.

I will attach the document i have prepared for the ACCC to show you exactly how much b******* i've have had to jump through to get this withdrawal paid and close my account. Shameful dodgy corrupt establishment. Just do it and hurry up.

Shottie77

Hi,

I registered an account at Luckyluke casino to play.
So I deposited and played with their welcome package which contains three deposit bonuses.
I lost the two first deposits and won on my third.
I tried to withdraw my winnings after I finished wagering the whole bonus and received an e-mail asking me for verification documents.
I sent all the requested documents.
They accepted my ID verification but asked me for a new proof of address which i sent also.
Later i received an e-mail saying that my winnings had been taken and my deposit returned to my account and that i should read section 9 in their terms.
I wrote back and said that i have read section 9 and i have not broken any of their terms there can they please specify which point they are reffering to because i have no idea what they are talking about. So i recived a replay where they say that they don't have to explain and my account will be shut after i withdraw my deposit.

I can forward the e-mail conversation between us so you can see for yourself.

the disputed amount is 1783euro.

Can you please help me with this case as they seems to just reffer to section 9 when costumers win but when they loose it seems to be all fine.

Thanks in advance
Jeremie

Hello Beya,

I've read section 9 of their T&C's and it's still not clear what could be the reason to void your winnings. Could you please private message me your casino username and we're going to contact the Casino Representative to check what happened here.

Hello Beya,

Thank you for providing me with your casino username. We've sent an email to the Casino Representative and asked him to check what happened with your winnings. Please keep an eye on this thread for updates.

Thanks

Hello Beya,

We still haven't received a reply from the Casino Representative. We've sent him a reminder email. Keep you posted.

Okej,

yes they do not seem to be a serious casino.

i hope that other costumers dont have to go thru this when winning for once at their casino.

Thanks for trying to reach them.

Hi,

Has the representatives from luckylukecasino answered you now?

Hello Beya,

No, we still haven't received a reply from the Casino Representative. We've sent him another reminder email today.

Why do they not replay?

Is their casino a scam?

Hello Beya,

We always used to get replies from them. The ownership has changed recently, so that might be the reason why we still haven't received a reply from them. Hope they'll get back to us regarding this soon.

Okey, 

im still waiting,They offered to give me my last deposit back, but i have not taken it because i want all of my money and have done nothing wrong.

Thanks for letting us know Beya. Let's wait to see what the Casino Representative will say about this.

Hi Beya,
Apologies for the delay, we were in the process of a change in management. 

With regards to your case:

Player was identified to be a part of a group of players that are flagged as bonus abusers on other casino brands.
The other casino brand concerned is Jack21 and the player was banned in accordance of point 10 in the terms and conditions. (https://www.jack21.com/terms-and-conditions) I am also attaching the email that the player received from the Jack21 Support directly to the support as I am unable to post it privately here.

Following this under the Lucky Luke terms and conditions point 9 we state that we reserve the right to terminate the account if :

We are suspected any desperados activity into your account: promotion abuse, exploiting a breach of the system to make profit, irregular betting or gaming pattern

We have been informed by our any other website – partner or not – that you have been committing frauds of any kind.

The player was banned on Lucky Luke as they have has been punished elsewhere for bonus/promotions abuse.

Thanks, 
The Lucky Luke Sheriff