LuckyStar.io Casino, Space Lilly Casino, 777Bay Casino Support and Complaints Thread

Hello LCB members!

My name is Alex and I will be LuckyStar's rep here on LCB. 
We are delighted to be newest member and we hope that we will have nice and pleasant time with you guys here. 
All comments, questions, suggestions and anything I may help with are more than welcome. I will try my best to help and answer you in the shortest period possible.

Now if you don't mind, let me write couple introductory sentences about LuckyStar...

LuckyStar was established in 2015 and it is licensed by the government of Curacao.
We currently offer more than 300 games by GameArt, XPlosive, BetSoft and NetEnt, as well as Live Casino by Ezugi, Global Gaming Labs and NetEnt.

What else? Well we offer amazing Bonuses fast payouts  and a friendly & professional round the clock customer support 

That's about it, in short.

Updated 20th Dec 2016: Space Lilly Casino added to the LCB list

Updated 24th May 2021: 777Bay Casino added to the LCB list

Welcome to the forum 
Your casino looks intresting might be giving it  spin soon 

Thanks!
It will get even more interesting soon as we have a brand new design coming really soon!

Cheers!

Hi Alex.

Welcome to our forum. We are very happy to have you here with us.   

Welcome to our fabulous forum!

Welcome Alex.

Thank you all for nice and warm welcome!

Cheers!

here i come :)

Hello LCB members and admin,

I withdrawed from luckystar casino many times before and it took usually 6 hours. Today, I played there after about 5 months of absence. I requested a withdrawal and I demand to live support how period can take my withdrawal. He said that it can take from 24 to 48 hours. Very strange !!

Can someone here who received a payout by Neteller from luckystar these days tell us how time is took ??

I received my winnings after 3 hours since my request. Thank you luckystar casino.

sun17 - are you sure, that you not have multiple accounts ? 

Hi robby8111,

Sorry to hear that. The casino rep has been informed. He's going to explain what happened with the game. Keep you updated. 

Hello robby8111,

I am the representative of several Mirage Corporation NV brands, including Space LILLY.

Thank you for your report of games having technical issues.
Our IT team is constantly working on improvements in our backend, servers and security features, but, nevertheless, technical issues, disconection issues and similar are still bound to occur every once in a while. Although we are trying our best to keep it at a minimum possible frequency, it is still perfectly normal and can happen due to variety of reasons - e.g. slow or interupted internet connection, lagg between servers (ours and game providers), full memory of your browser, some suspicious cookie, etc...

That being said, we do apologize for the inconvinience this migh have caused and, as always, we are working round the clock to keep this issues at a minimum possible scale.

Hello robby8111,

First of all, the truth is that custome support staff can't know what is the issue. More often than not it is due to some issues on client side, so that's what they try to suggest first.

Second of all, your: 'LoL. I have lost 70% of my deposit Yesterday because of that. The game crash before i got the Feature.' makes absolutely no sence and has nothing do with the truth - how online casino games operate...

You getting the feature or not has absolutely no matter with the fact does game crash or no.. At the same time you are spinning that game, so are hundreds, if not thousands, of other players.... You can get 3 features in 10 spins if you are lucky, but you can also play hundreds and hundreds of spins with no features... RNG (Random Number Generator) of the games makes sure of it - that every spin is indeed random and separated from all other spins, so it's all the same if you play 10 000 spins in a single session, or you play 10 spins - reload the game - play 10 spins - reload the game and repeat 1000 times... It will not influence the result of any of those spins in any way..

Basically, you getting disconnected from the game is nothing more than an inconvinience (the one I already did and now appologize again), but has nothing to do with the fact that you won or lost due to it... + It's quite common and happens in all casinos (more or less rare, depending on a number of factors)...

Cheers!

I don't see any point in continuing this 'conversation' when you obviousely don't or don't want to read and understand that:

'' ...and you need everytime gambling spins till u get the feature but when you start spinning and the game crahs every10 spins then the 10 spins u have played for nothing..  ''

is wrong and that's not how the games work...
But again, it's your choice what you believe or not, so good luck with that.

Good luck to you in future, playing in 'so many better casinos'.

Hello. I received an email from Lucky star offering me 20% bonus and 50 spins on texas ranger rewards (a 20 line slot). I made the deposit and then after i played my credits i went to play my spins. They werent there. I asked live chat and they said they were on money farm. I opened money farm and started playing them. Halfway thru i noticed that money farm is a 5 line game and not 20. I returned to live chat and showed them the email and the operator (natalie) was blatantly refusing to add anything for me. All i wanted was something to be added so that i received similiar value to what i paid for. They blatantly ripped me off, changing the spins after i had deposited. Im so angry, considering this is my main casino and i have made heaps of deposits there.

Hi Garethk1979,

Please provide me with your casino username so we can forward it to the casino rep. He will be informed. 

hi, its the same as my LCB username. GARETHK1979

Hi Melissa. Im wondering if there has been any word from the casino in regards to my complaint? Thank you

The casino rep informed us that you played these free spins first and then you asked the live chat to give you new ones on the other game. It was impossible because you already used these free spins on Money farm. You should have told them earlier. Sorry but their decision is final. 

I was supposed to get 50 spins on a 20 line game and i didnt realise money farm was only 5 lines until i was halfway thru playing them. Regardless of whether i played them or not the fact remains that those spins are worth 75% less than the deal i opted in for. Theyre really cutting their nose off to spite their face here because rather than give a regular depositing customer some spins to the same value as they invested in, theyve chosen to be deceptive and ignorant and wont be getting another cent from me. Not really the best way to do business.

Hi guys,

Can you check to see if i'm eligible for the 3rd deposit bonus 'LILLY75+125'

I was advised by the rep that i'm not eligible for it.

My first deposit was with bonus code 'LILLY+LCB'

My second deposit was with bonus code 'LILLY 30+30'

I've been attempting to claim the 'LILLY75+125' 3rd deposit but to no avail.

My user-name for Spacelilly, Auslots and Luckystar are vztranuyen, sorry if i have buggered it up and wasted your time checking.

Cheers,

vztranuyen

Hi vztranuyen,

We're going to check with the casino rep and find out the reasons you are not eligible for the 3rd deposit bonus. 

Keep you posted. 

Hello!

It is correct, you are not eligable for that 3rd deposit bonus - part of Lilly's default Welcome Package.

You opted for LCB's Welcome Bonus code and used that. It is a Welcome Bonus - not Welcome Package.

You can see in the T&C of Lilly's Welcome Package:

LILLY's TERMS

* LILLY's Explorer Welcome Package is valid for player's first three (3) deposits only
and can be claimed once per player/computer/household
* Bonuses have to be used consecutively
EXAMLPE: Third Bonus can not be claimed if first and second one have not be claimed
* Deposit & Bonus have to be wagered thirty (30) times
before withdrawal is possible
* Minimum deposit required to claim the Bonuses is $/€ 20,00
* Maximum bet with the active Bonus is $/€ 7,50
* LILLY's Free Spins have NO wagering Requirement!

This part:
* Bonuses have to be used consecutively
EXAMLPE: Third Bonus can not be claimed if first and second one have not be claimed

You didn't use the default first and second deposit bonus from the welcome package, meaning 3rd one is not available too.

Cheers!

Do not bother playing here!! I was ripped off and lied to. I had been a very regular depositor for a long time and one day when the new newsletter arrived in my email i opted for the usual bonus and deposited. After being on live chat momentarily the staff member said the bonus and spins couldnt be added because the system went down and they couldnt access my profile. That was fine, it happens. I was told that they would add it soon and i would be notified by email. I played with the credits i had added and expected to get my bonus and spins soon. After several hours i went back to ask live chat about it. I spoke with Jose who said that since i had played with my credits they couldnt add my bonus or anything. I asked to speak with a manger or supervisor 7 times and he ignored my request each time. I was told to deposit again to receive my bonus which i had already paid for. After Jose refusing to get somebody else for me to speak to, i went on my mobile and connected to Armando. He said he couldnt add the bonus and then said hed give me some spins instead. I was supposed to receive 50 spins on The Angler game and a 20% bonus on my deposit. Armando then wouldnt tell me how many spins he had added and when i went to the game he suggested Farmville, there was 20 spins there! On the cheapest 5 line game they have! They are absolute liars and its not the first time ive been scammed out of getting a bonus here. STAY AWAY PLEASE GUYS!

Hi Garethk1979,

Could you please provide me with your casino username? We're going to notify the casino rep about your post and ask him what happened.

Thank you.

Yes of course, my username is garethk1979

Thanks Melissa

The casino has been notified. He should reply shortly. 

Thanks. 

OK thanks. Ive been back on live chat and now the staff member is accusing me of making false statements and telling me that i should know how their computer system works. Its unbelievable. Ive never seen such ignorance and deceit from anyone in a customer service role like it.

Hello Garethk1979,

I really don't see the issue here. You say you are a long-time casino player and depositor.

How is it possible than that you are not aware that bonus can't be added if the deposit is played.

It's the main system and bonus logic. Support agents can't add bonus on top of deposit if there is no original deposit on your account. There is no deposit -> there is no way to attach any bonus on it...

The only solution is what you said agent suggested -> Another deposit so the bonus can be added on top of it (before it is played).

Cheers!

Im not aware of it because it ALWAYS GETS ADDED AT THE START! Its not my place to have to know how your system works, my bonuses are always added when i deposit. Your staff member told me today that they would be added once it was back up and running. They didnt say anything about not playing... clearly. Otherwise i wouldnt have played. Im sure youre able to add my spins because your chat operator Alysha told me that they have been "adding them all day for people".

There wont be any new deposits coming until i at least get most of what i paid for i can assure you that.

Garethk1979

I got my back. But after the deposit, and bought coupons on the LCB forum. I always received everything. I do not understand how you can get more bonuses. Is it even possible?

If you read what I wrote then you would find out that as soon as I'd deposited the live chat member told me the system was down and they couldn't add my weekly bonus. He said they would add it later once the system was working and inform me by email.

It is necessary to wait, once I waited for my bonus seven days, there were also problems. But still waited. I hope everything will be solved positively. It happens. Not often, and it's good.

Greetings... Any chance as I've been extremely loyal to L.Star & S.Lilly...  For my S.Lilly account -''-...  Could u please credit me with a 'Once-off, Special, Courtesy, Pity' bonus... Of either $5-, or 30-40 spins on Fruitzen, or Farmville 1 or 2...?   Please?     Gmail for accounts '[email protected]'.   Thankyou

We're going to notify the casino rep. Let's see what he has to say.

If they give to one they have to give to all

Hello Jesssmall75,

For any extra Bonuses, aside the regular ones we run, you can always ask our Support Agents on chat.
They have a set of rules and parameters, but if anything is possible, they will be more than happy to add it!

Cheers!

hi id like to complain abput luckystar.io 

refused to give me the exclusive 120 free spins from sign up from lcb link.

also refused to apply my 10% cash back on my first 3 bitcoin deposits.

I'm going to be changing my genorus rating and review. first impressions are not always lasting.

Sorry to hear that. Could you please private message me your casino username so we can get in touch with them and see what the issue is? 

Hello.

I must admit I really don't understand what is it you want friend...

You have 2 deposits.

First deposit was fine and you claimed welcome cashback on that deposit. Free Spins come with Matching welome. There are no spins with Cashback welcome.

Second deposit of yours was smaller than minimum. We went above and beyond our responsabilities and rounded it up to minimum deposit amount and manually credit it to your account. Furthermore, we added some wager-free Free Spins after that deposit as well. On the house....

Once again, I really strugle to see what is it you are complaining about.

Kindest Regards,

LUCKYSTAR CASINO

actually have 3 deposits admittedly one was 8 dollars still a deposit none the less.

I followed the lcb link when signing up. should be received attempted to claim my 120 exclusive lcb spins in cashier code LUCKY120LCB. was denied and a dismal 10 free spins applied in Lew. which is just blatantly ripping patrons off and devaluing jswqzs.coms exclusives.

also the bitcoin deposits I made were more trouble then anything else having to chase up support and accounts even though showing 8 or more confirmations on block chain. that happened on all three bitcoin deposits.

I'll copy nd paste there correspondence

Subject: LUCKY STAR - Follow Up!

Support LuckyStar on September 7, 2018 at 11:56pm wrote:

Dear Luke,

We just wanted to inform you that we have manually credited your account with 28 $ for your "stuck" BTC transaction.

We sincerely apologize for any inconveniences this may have caused you, as the system didn't finish the transaction automatically.

Should you need any further assistance, we are here to help!
 
Kind regards,

LUCKY STAR Customer Support

that was the first deposit so because it was manually added by support they denied me the lcb exclusive 120 spins

We went above and beyond our responsabilities and rounded it up to minimum deposit amount and manually credit it to your account

that is  complete b.s, nothing was rounded up in fact every one of the btc deposits were $1.2 short of what was sent I gave you the benefit of the doubt involved with sourcing the current exchange rate with btc to dollar. but there is no way yes rounded anything up. 7.8 dollars was when I rattled the end of my btc wallet and 6.8 was creditedn(from memory after having to get support involved again to find it and apply it.) basically I should receive my lcb 120 spins. 

It's a shame because it's a nice layout and good range of games and providers. 

might I add that this is the response from support. 

Unfortunately, that code is a Welcome bonus.

yes no s#%t I'd like my welcome bonuse.  Unfortunately, that code is a Welcome bonus. is such a piss poor excuse not to honour the lcb exclusive when I've only made 2 deposits as stated above by the casino. so I'd say I've just joined made two qualifying deposits so a welcome bonus should be in order. 

luckystar.io I'm new member so why not welcome me as a new member by honoring your welcome bonus? honestly Unfortunately, that code is a Welcome bonus. just is a piece of crap answer. Unfortunately, that code is a Welcome bonus.

Unfortunately, that code is a Welcome bonus.

Unfortunately, that code is a Welcome bonus.

Unfortunately, that code is a Welcome bonus.

Unfortunately, that code is a Welcome bonus.

Unfortunately, that casino luckystar.io is a joke and doesn't honour welcome bonuses. don't waste your time with this casino they aren't fair and don't care.

Hello again.

Let me explain it differently.

We have 2 welcome offers you can choose from:

1. Classical Welcome Bonus + Free Spins (higher wagering, max bet, only slots and similar standard rules)

2. Cashback Welcome Bonus (only x2 wagering, no max bet, no games restriction except live casino)

I can see you received our Cashback Welcome Offer.

With that Offer, there are no spins.

I am guessing you didn't claim or ask our support to add the matching bonus and spins before you started playing. They would have done it if you had. If you came after you played your deposit, they could only offer the cashback alternative and they did.

LUCKYSTAR CASINO

RESTRICTED ACCESS!

Sorry, Luckystar Casino Is Not Available In Netherlands

RESTRICTED ACCESS!

Sorry, Spacelilly Casino Is Not Available In Netherlands

RESTRICTED ACCESS!

Sorry, Auslots Casino Is Not Available In Netherlands

No notification about this but yea well. I really like this casino very much, too bad no more play here :'(

Lol, now i have acces to all my accounts again.. Whaaat's happening? Let's play again? :D

Thanks for letting us know. We are going to double check on it and let you know. 

After talking with Live support he said; U cannot play with Real money, only with fun/practice mode.. Soo bad, i really like this casino very much.. Hopefully they will make the Dutch online casino legal again very very soon.. Anyone know's any update's? Please let me know! :)

PS. I've checked the T&C aswell.. It says this: 

Restricted player groups

Players from following countries are allowed to open player accounts but ARE NOT allowed to make deposits and/or place real money bets in the Casino:
Afghanistan, Bosnia and Herzegovina, Croatia, Curacao, France, Hungary, Netherlands, Iran, Iraq, Israel, Moldova, Romania, Slovenia, United Kingdom and United States of America (including all its territories).