Lucky Luke Casino Support and Complaints Thread

Howdy strangers!

Here I am, the Sheriff at Lucky Luke's, and I'll be your point of contact here if you need any help or have any question for us! No desperados allowed at LuckyLuke's.

About us - We have launched Lucky Luke this year and we are very proud of our Casino! It comes with some original features such as levelling system, Lucky Shop to buy bonuses, a map where you can move through the city and - of course - a VIP Table. And a Sheriff. 

We also offer close to 2000 different games from over 35 game providers for you to choose from!

We hope to see you soon in the Badlands of LuckyLuke cowboy,

Pony Up!

The Sheriff

Welcome to LCB forum Sheriff! Thank you for being available to assist our members! 

Welcome to LCB forum, Sheriff! Glad to have you here to assist our members! 

Welcome to the forum, glad to have a Sheriff on board to keep things in check

Welcome

Thank y'all! 

Hi there sheriff :)

Can you maybe help with bonus related problem i faced on your casino?

I took my 2nd deposit bonus and started to play. I had real balance and bonus balance on my account. I played btg slots with my real balance before bonus money wasnt touced. I then realised that those btg slots were forbidden to play when i have bonus active. i first though that real balance can be used on those.

I now have over 600e bonus balance on my account and I cant continue playing. Live support said quite rudely that i will lose anyway my possible winnings so im kind of jammed in this situation. 

Can you help me fix this issue somehow so i could continue playing? 

Hi hemmula,

Please private message me your casino username and we will ask The Casino Rep to look into your account. 

Hi hemmula,

Thank you for sending your casino username. Your account info has been sent to the Casino Rep. Please keep an eye on this thread for the updates. 

Howdy @hemmula!

I heard you called the Sheriff. 

Jolly Jumper came to my office to fight for your case. He said that you did not know and came to him to explain your mistake. The information he gave you are correct and those games are - indeed - not allowed to bet on while you have an active bonus. 

That being said, he gave the Sheriff some good reasons to do a one-time exception for you so we will not consider the mistake and exclude those bets from the check.

So you can go ahead and keep playing, I personally left a note on your account that in case of a withdrawal, we will disregard those bets made on BTG. 

For y'all, I'm listing our excluded games here again:

Bloodsuckers, Bloodsuckers 2, More Cash, Book of Dead, Dazzle Me, Deal or Alive, Devil's Delight, Immortal Romance, Lost Relics, Secret of the Stones, Victorious, WhoSpunit Plus, Caishen Gold, Queen of Gold, Joker Pro & Scrooge + All games from BigTime Gaming

Time to go back to your quest!

See you around,

The Sheriff

Thank you soooo much for solving this for me!! Im so happy :)

You are truly a supersheriff!   :) 

Hi there Lucky Luke’s Casino I’m a member at your casino and I’m having trouble contacting your support. Can you please tell me how I get in contact with you ?

thanks

Hello Stephiiebabe13,

Could you please send me your casino username in PM inbox and we'll contact the Casino Representative and ask him to get in touch with you.

I play alot of slots at alot of casinos .. ive never experienced such bad service from the casino support. One continual problem after the next and absolutely nowhere and noone to go to for help . About anything. Live chat never resolves issues they forward matters to other departments ( i truly question if these others even exist !) . Misinformation about almost everything . From terms and conditions.. to free spin bonus being on my account . Next chat will say they dont exist. Tried explain problems to the next person in chat ( multiple times this has all occurred overr a period ) .. same issue. They will defend one another only making matter go from bad to worse to worse to worse .... ive gone without promotions.. offers.. rewards due to the casino error . Mishandling and complete lack of knowledge. Emailing a complaint titled COMPLAINT all still remain unanswered to this very day.. ALOT of energy they put in arguing like im scum .. and veryyyyy veryyyyy little actual SUPPORT . Despite ALL EFFORT by me. Its like they pay me to be there and i need beg . Rude . Offensive. Ive been called names . ( a liar for example). What player need explain that its offensive and unprofessional? Me thats who. And it seems to only anger/ bother them more. I can continue this list of problems for a long time . I think enough has been said though. . And i STILL just want professional normal SUPPORT. To be spoken to respectfully.. to be listened to and have my issues resolved in the most effective way possible so i pay to play. Have a bit of fun and go until my next logon! .. i screen shot my chat history ( obviously the casino has it also. In case someonea actually wanted to look onto it all and help put a end to the nonsense... honestly the casino would be better of wothout live chat and putting emails up in players lobby to request help themselves from specific department. I can not see how live "SUPPORT" is doing anything but being a huge disadvantage to the casino. 1 its not support.. 2 its a nightmare to say the least. Who pays for migraines? Me lately. ! Ps. I still dont know if all match deposit bonuses have a times 15 deposit amount maximum withdrawal limit (after wager complete) or no max withdrawal. Ive been told both answers on more than 2 occasions ! Depositing 10 with a 30% match to then have max cashout of $150 seems wrong to me. But who knows here!

Hello Melwinmel,

Could you please send me your casino username in PM inbox and we'll contact the Casino Representative regarding your issue.

Howdy dear @Melwinmel,

Here is the Sheriff. I am sorry to hear that you have been going through so much confusions lately... Let me try and put some light into this after I went through all your chats:

1) The FreeSpins issue

- You were offered a match bonus by Agent 1

- Agent 2 made a mistake and mentioned some freespins which were not part of the original deal made to you for that particular deposit HOWEVER now that it was mentioned, they should been given to you.

Next steps are confusions based on the offer as the FreeSpins were not automatically triggered due to the previous. We have now manually activated the spins and they are waiting for you.

2) Max cashout rule

As per our Terms & Conditions (Bonus terms > Main rules), the maximum amount of winnings resulting from palying with a bonus is 15X the original deposit amount. This rule has not changed recently and has been on since the day we launched. 

However, if you are playing with your own money, you will not have maximum cashout. 

3) Chats

I have been through all the chats and did not see any agent calling you names - which was honestly the part which was worrying me the most as we take our customer experience extremely seriously. So I guess this is a lot misunderstanding happening and due to the frustration of not getting the bonus you were told to receive.

I can assure you that we will work 100 times harder for those situations not to happe again. 

I apologize sincerely on all the LuckyLuke's team behalf if you have felt that we did not take your word seriously or you were left without answer... players are our number one priority. 

I hope you would be able to give us a second chance & join our Badlands again for some more adventures!

Have a great day,

Best Regards,

The Sheriff

I did mention no1 ever sees a problem  anywhere  right . I have the proof ! . 

I still am waiting  for level up nitro spins on more gold digging since level 30 something . 

Anyway future doesn't  look promising does it? U didnt see any issue in my 4 chats today ? All say something different . The 4th telling ne i have no spins . Ajd WOW  THIS IS JUST TODAYS ISSUE!

I miss out on playing games i like that the casino has there. The casino misses out on a frequent depositor of large amounts . End of story . really so unprofessional .. 

I have faced many many problems over the years  with casinos. This casino in my opinion is  by far is the worst. And by alot too . I expect io remain this way for .. for ever to be honest . I dont know how much worse it could possibly get!

Thank you for your reply.

Of course, I ackowledged myself the issues during those chats you had & we will make sure it does not happen again. 

Regarding the FreeSpins for your levels, this is a new subject which we can also look into if you wish. Those FreeSpins are automatically assigned to players and are due to expire after 7 days so please note that should you have reached level 30 (and some more) over 7 days ago, FreeSpins have most likely expired.

However, if those were not issued to you, then they should be given.

If you have the list of levels where you think your rewards were not given to you, I'll be more happy to have a look at it myself and report to you my findings.

Looking forward hearing from you.

All the best,

The Sheriff

If my emails  didnt go unanswered . The ones with complaint as the subject. You would of known about it all as it happened.  Also if support actually transfered chat to a supervisor instead of the standard reply how they are not available . It would really help . 

Employing people that are polite with basic people skills be a good start too . 

It's  Literally appalling ... ive wasted enough time on it all already . 

I have checked and we have no email with the title "Complaint" nor do we have unanswered emails this month. Our system records every inbout and outbound communications so there is no way for us to miss it.

However, it could be that it has never reached us for any other reason as I am sure you did write it. 

I would appreciate if you could - as a last request I promise - forward us that email so we can have a look and make sure you received all due rewards.

After that, I will leave you alone to decide your future with our brand. 

Best Regards,

The Sheriff

This casino is a absolute joke!! On the 24th i levelled up a total of 23 times. For some level ups i was awarded free spins on money farm and money 2 a total of 220 spins. I told this to support staff via chat who told me many times over a few days that i had no free spins on my account. After i wrote to LCB and complained about this the manager at Lucky Luke finally granted me 120 spins on more gold digging which i accepted because after all the stuff around it was better than nothing. But why should i accept this its 100 spins less than i should of got. Everytime ive brang this up with support crew via live chat and email they either say its been given to another department to handle or just plain refuse to look into it. I was also awarded 20+20 nitro spins on the wild wild west game that i wasnt awarded.I am sure i misse d out on a lot more as what follows is what i  should of got

from level 11 to level 34 as achieved on 24th i should of recieved as follows
STICKY BANDITS 20+20+20=60
STICKY BANDITS NITRO 10+10=20
WILD WLD WEST 30-30-30-35=125
WILD WILD WEST NITRO 20-20=40
MORE GOLD DIGGING 20
(MONEY FARM) 40-40-40=130
(MONEY FARM 2) 30-30-30=90
BONUS MONEY 10-15-20-20=$65

and when asked about it this was a email response from support crew 

Howdy Scott,

Thank you for your reply

Please find detail of your winnings from free spins played the 24th:

20 Sticky bandit = 2.60€ and 1.72€

200 Sticky bandit = 121.34€

20 More gold digging = 1.16€

40 Wild wild west = 1.75€ and 2.86€

Kind regards.

Jolly Jumper.

Please note the 200 spins on sticky bandits were not part of any level up bonus as i have also explained to support staff numerous times.They were purched from the Lucky Luke shop by me on the same day the 24th

Can someone respond with the real figures of what was played and won because ive been short changed hugely. Also to add to all this on the 24th i submitted documents to support a $4000 withdrawal it is now the 16/11 and i have had no correspondence what so ever about my documents and because of the huge stall in getting docs approved the $4000 has been reversed and lost THANKS

Username LUCKYDICK

Cheers 

Scott Chanter 

Hello Scott Chantz Chanter,

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

looks like im not getting a response :(

Casino bad should invest in stocks and bond casino no good just eat restaurant and drink wine casino bad I tell u.casino no good they steal all money your money no goof stay away get education

Hello Scott Chantz Chanter,

We still haven't received a reply from the casino. We've sent them a reminder email. Keep you posted.

Hello Scott Chantz Chanter,

The Casino Representative has just advised us that he's looking into your case and he will reply to you as soon as possible. Please keep an eye on this thread.

Cheers Sydney :)

Howdy Howdy Scott,

First of all, the Sheriff apologises for the delay of his answer. A lot to do in the FarWest those days!

So please find below an overview of what happened recently with your account:

- First complaint we received was for Level 32 to 35 - which you were credited for with a total of 120 freespins on More Gold Diggin as original game is not available due to country restrictions.

- After this complain, we have been through all levels from Level 11 to 34. You have been missing the rewards of 4 levels which have now been added to you (please see below):

   * Level 20: FreeSpins not receive due to technical error. 25 FreeSpins were manually added on Sticky Bandits for you.

   * Level 22-23-25: Game not available due to country restrictions. We added 3 x 16 FreeSpins on the game Wild Chase.

Additionally, our Howdy Team reported and credited rewards to you for each and every other level via chat or email; as well as giving you additional extra batches of FS which are not part of our promotional plan on the 23.07, on the 24.07, on the 17.09 and on the 30.10.

Regarding your documents, your ID and proof of address were rejected on the 24th and you still have not returned the requested documents since.

Hope this clears out the situation cowboy!

Have a good one,

The Sheriff

Howdy Sheriff,

This is the first correspondence of any kind saying my documents weren't approved since i submitted them on 24/10. Thank you for fixing the rest of my level spins up. 

Cheers 

LUCKYDICK 

Hi Sheriff,

Just while ive got you i didn't recieve emails for level 20 and level 21 can you please tell me what the bonuses were for them levels. Also i was supposed to receive a total of $65 in bonus money. If you could check these couple of things and let me know i would be grateful and satisfied all bonuses have been granted. I do appreciate your time and effort clearing these issues up

Cheers,

LUCKYDICK 

Hi Sheriff,

Just while ive got you i didn't recieve emails for level 20 and level 21 can you please tell me what the bonuses were for them levels. Also i was supposed to receive a total of $65 in bonus money. If you could check these couple of things and let me know i would be grateful and satisfied all bonuses have been granted. I do appreciate your time and effort clearing these issues up

Cheers,

LUCKYDICK 

??

Hello Scott Chantz Chanter,

We've asked the Casino Representative to have a look into your account again and to post a reply in this thread.

still waiting Sydney 

Hello Scot Chantz Chanter,

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

Hello Sheriff ??

Hello Scot Chatz Chanter,

We still haven't received a reply from the casino. We've sent him another reminder email.

Howdy Howdy Scott,

Once again, the Sheriff apologises for the delay of his answer. A lot to do in the FarWest those days!

It seems that not everything went as planned for levels 20 and 21 on your side.

Level 20: As mentioned in my previous message you should have had 25 free spins on sticky bandits. These were manually credited on the 18.11.2019 and used the same day.

Level 21: The bonus of level 21 is a $15 bonus. This one was credited to you on 25.11.2019 when I saw your message on the forum.

We are now up to date on all bonuses. Thank you for being so patient.

Have a great day,

Best Regards,

The Sheriff

umm where not up to date .. but if you say so i guess thats it.. I never recieved my ( NITTRO) spins on WILD WILD WEST but this has taken enough of my energy. I got no fight left in mr ...cheers

Can u get my problem fixed. I purchased $10  at lucky shop costing  4999 points. But didnt get it. Ur live chat support is very far from helpful to say the very least. Melwinmel. My user name. 

Can u help get my problem fixed!. I bought $10 with my points from lucky shop. I never got it though and support wont help me with it!. My user name is melwinmel

Hello Melwinmel,

We've sent an email to the Casino Representative regarding your complaint and asked him to post a reply in this thread.

thanks. ive exhausted  my efforts on live chat. ive spent hours there even after posting this here.  much appreciated !

i hear u !.. same thing happened to me. i just gave up!!. new problems at the casino now. support isnt much "support" are they 

Hello Melwinmel,

The Casino Representative has just advised that he will credit your bonus now. Please let us know if you've received it.

yes i finally got it.  i am very disappointed that it took all it did to get it resolved. thank you to this website however.

You're welcome Melwinmel. Thanks for letting us know.

there is already another issue. the bonus was removed. 

i got a email for leveling up and a $50 bonus for doing so.. so i went to  chat.  the $50 was given but the points bonus that i just got was removed.  !

no warning. just my bad luck because apparantly  thats the terms and conditions

after questioning why wouldnt i be told my $50 bonus hasnt been applied because i have a current bonus.  chat went cold. i mean they stopped responding! .

Hello Melwinmel,

We're going to ask the Casino Represenative if the correct T&C's have been applied to your account. Keep an eye on this thread for the updates.

even if the term and conditions state that.. its so wrong to go and delete That bonus i just got to add another without saying anything. then just tell me bad luck when i ask what happened. i asked them to plz remove the new bonus and let me play the 1st bonus . nope. they wouldn't budge. how this is good for business ill never ever understand.