RedCherry, LadyLuck and TripleSeven Casino Support and Complaints Threads

Hi, 

We're RedCherry Casino support team and we are happy to provide you with any support and assistance in regards to the casino brands within our group.

We're looking forward to working with the great team here at LCB and also making new friends with the fantastic membership base they have. 

Look forward to speaking to you in the future.

Updated 23 July 2021: LadyLuck Casino added to LCB. 

Updated 27 October 2021: TripleSeven Casino added to LCB

Welcome to the LCB forum RedCherry Casino Representative! Thank you for being available to assist our members! 

Welcome on board. Thanks for signing up. 

Welcome to our forum! We're glad to have you here! 

Welcome to the LCB forum RedCherry Casino Representative, nice to have you here 

Welcome to LCB RedCherry Casino Representative! 

Welcome to the LCB forum! 

Welcome to LCB 

@Sydney @MelissaN @marina_m575 @Dzile @JovanaV @Marinna @DJuka

Awwww cheers guys. This is a truely warm welcome, y'all are so lovely! 
We're already in love with LCB 

Welcome to our community RedCherry Casino Representative

Hi RedCherry Casino Representative! Thanks for signing up, glad to have you here 

Hi RedCherry Casino, Welcome to our forum. :)

Even more warm welcomes from you lovely group of people! 

@Ammanda you get a hug.
@MarijaS you get a hug
@trinitymatx you get a hug

In fact, in the words of Oprah Winfrey...

Hello Red Cherry,

after a lot of discussion with you I decided to devote more play as you stated that you would change some things. Well last night I cashed out a large amount and we are disappointly back where we started at withdraw fees of $20 for BTC on each withdraw as you break them down in 1k increments and only 1k withdraw a day again which is not favorable to a player that deposits large and bets large. I really want to like you and play here but you have to be more player friendly bro earn good business. Players like me that only deposit via BTC eliminating the risks to you should be rewarded not punished I already pay enough fees to buy and send it to you I shouldn't have to pay to withdraw it too. You guys have a chance to be a great casino and get a ton of business but you have to play your cards better than you have been for sure. I even changed my rating if you after we talked and some promises made of deposit more but now I am not so sure...Thank you mws813

Hello Mws813p45,

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

Thank you Sydney! They have a lot of potential and I understand they are newer that is why I wanted to give them one more shot. Maybe it was an oversight I hope! Thanks so much! Mike

You're welcome Mws813p45. We'll see what the Casino Representative says.

FYI I just cashed out again and this time there is $50 taken from $1000 withdraw? I have 4 more after this one is paid not to mention the fact they promised to pay out more if I deposited more which I did. Does this mean they are going to try and take $250 in withdraw fees wth?  I don't understand what they are doing and I keep trying to give them benefit of doubt and play a lot and deposit a lot/ BTC only. They would get a lot more players and play if they would listen to feedback and reward their loyal players for sure

i would much rather be a strong player and a cheerleader for the group just FYI

Thanks for your feedback. Have you claimed the bonus? If so each bonus has a max cashout. 

However, we'll notify the casino rep and see what's going on. 

No it was a clean BTC deposit and the rep didn't respond last time either and hasn't to private message either. Also, I contacted CS and they basically said you had a withdraw on July 8 so each subsequent withdraw will be charged a fee which I originally told was $20 and is now $50 so because they break my withdraw into smaller payments they maybe charging multiple fees just to reduce my payouts?? Very frustrating and they told me via PM a while back that if I played more things would change and I did and now it's worse? Ugh...

Thanks for your hkep

Thanks for your feedback. The casino rep has been notified. Let's see what he says. 

Hi @Mws813p45,

Sorry for the delay in replying. I had taken some time off and am now going through the never ending list of emails that have bred like rabbits in my inbox while I was off. It appears I have a lot of rich relatives I didn't know about in a certain country in Africa that want to give me all their money!

I will chase up with our finance team regarding your issue and will then update you once I have had the conversation with them to see what we can do regarding your other pending withdrawals.

Leave it with me and we will speak soon.

Kindest regards,
TheOnline.Casino Team

Thank you! I appreciate it! I too have the same relatives lol

Hi @Mws813p45,

So I have got rid of all the emals from my relatives and I have also heard back from our finance team.

I can see that you've had some recent withdrawals approved and that they have had a $20 fee on them. The reason for this are processing fees, despite the mining fees the processors we use also charged a hefty percentage, the casino takes most of the hit but like most of the withdrawals a smaller percentage of that fee is taken off the actual withdrawal to the player.

In the case of BTC this usually amounts to around 2% of your withdrawal. The $50 charge was an admin error on our part, i can see that they then didn't place a charge on another withdrawal to cover that error. 

Hopefully that clears things up, I now need to get back to my long lost relatives in Africa and give them all my personal detials as well as the Long Number on my Credit Card!

Kindest regards,
TheOnline.Casino Team

Hello,

I'm writing because my withdrawal of $1,541.23 was improprly denied. I was told via email that it was denied because "Max bet must not exceed either 25% or $10, whichever is less"

However, there are two things wrong with that:

1. My max bet remained below $5 throughout the entire play session. I have not once bet above $5 in any play session at Red Cherry.

2. The Terms & Conditions note that the max bet is $5, not $10 or 25% as noted in the email I received.

Will you please investigate this and correct the misunderstanding? I kindly request you to review my account again to verify my max bet was below $5 and to kindly process my denied withdrawal.

Thanks

Lincoln123

Hello pleasehelp,

The Casino Representative has been notified. Please keep an eye on this thread for updates.

Hi @pleasehelp,

Thanks for getting in touch with us. Hope you're well?

Firstly, just to clarify, the maximum bet at all TOC brands is $5, sorry for any confusion caused and we will look in to what happened there.

Unfortunately though you did play several games on our Plentiful Treasure slot game that were above the maximum bet of $5, therefore your winnings were void. I will send a copy of these game records to the LCB rep to confirm this.

Your deposit has been returned to your account and we can add a bonus to this if you so wish. You also have a weekly cash back to be credited if your balance goes back down to $0 once you have played with your returned deposit.

If you need anything else please do not hesitate to get in touch with our 24/7 casino support.

Kindest regards,
TheOnline.Casino Team

Thank you for your reply. Will you please also send me the game records you referenced to verify? Either on the forums or to the email on my account. I specifically kept my bet to less than $5 on Plentiful Treasure (and all other games) as I was aware of the max bet rule. 

From history I'm able to see on Plentiful Treasure, my bets were all in the $4 range and $1 range  

Hello pleasehelp,

The Casino Representative has provided us with your game records and I've sent it to your private message inbox.

Hi Sydney,

Thanks for sending those over. I did more investigating and found that the game records they sent were from a deposit made prior to the deposit where I won $1,541. In other words, those game records were not for the correct round of play. It appears that the casino rep either made an innocent mistake or is trying to fool you and me. How do you recommend I proceed, given the evidence below? 

You can verify the same by reviewing the time stamp on the records they sent you (attached) and reference that to my account history at Red Cherry casino (attached). You can see that I had 4 rounds of play on 7/17/21.

Round 1: 10:42am - 10:50am (loss)
Round 2: 10:51am - 10:53am (loss)
Round 3: 10:45am - 10:55am (loss, this was the round I made $5.26 bets on that the Casino Rep sent you a picture of)
Round 4: 10:57am - 11:47am (win, $1,541, all bets UNDER $5 requirement, the pictures of play they sent you were NOT for this deposit)

Hello pleasehelp,

We'll ask the Casino Representative to look into this. Keep an eye on this thread for updates.

Hi @pleasehelp,

Well it appears I need to approach cap in hand and on bended knee as it does seem there was a Chair to Keyboard interface error.

On your previous deposit you exceeded the $5 max bet term, you'll still get a slapped wrist for that. However, on the deposit in question, by fault or design you did not, and therefore the winnings should have not been voided from your account.

The funds will be credited back to your account accordingly.

We apologize for any inconvenience and congratulations on your winnings.

Kindest regards,
TheOnline.Casino team

I received the payment for my winnings this morning. Thank you to the moderator and casino representative for helping resolve this issue. 

Hello pleasehelp,

Glad to hear that. Thanks for letting us know!

Why does this casino group treat comps like free chips so max cashout is $100?...Honestly this is probably the worst comp program I have ever seen. There are others that have no restrictions whatsoever on comps, some let you just cash out your comps or have no playthrough or max cash out on them.  Comps take forever to earn, so should not be treated like a free chip.

Hi @Geena,
Thanks for your feedback, we will be sure to pass it on to the senior management team.
Kindest regards,
TheOnline.Casino Team