Treasure Mile, Mandarin Palace, Lucky Creek, Grand Eagle, Wizbet Casino Support and Complaints Thread

Hi Jeffrey,

Thank you for your additional questions.

1.       Why do the T&C's ignore the Friends Sharing Gifts entirely while every other type of promotion is mentioned specifically.  

- The simple reason is that the Friends sharing bonus is a bonus. As per the image you supplied, you can clearly see the word “Bonus” used throughout the description. Pending Bonus, Share Bonus, Friends sharing Bonus, and of course this is on the Bonus page. Our Terms and conditions clearly define what a bonus is and what the restrictions are, so this is covered quite extensively.

2.  When claiming, why does it say that I've received a GIFT but does not then show a specific play-through and maximum withdrawal like it does when claiming a bonus on the bonus page, or when receiving one from support in chat?

- We have no definition for a Gift except that you either received a Free Bonus or a Match Bonus. As explained previously the Gift you received was free as no deposit was made or required to receive it.  

3.  Why did I receive a call last Saturday from your support team promising me a payout -- and then on Monday it was recinded? 

- As explained the Support Team acted with good intentions to motivate for you to receive something extra based on your good track record and history with the Casino. This is the reason why you received an extra $100 on top of the $100 you initially were allowed to withdraw based on the terms for this bonus.

4. Why does it tell me that the Max Cash Out is "Unlimited" if it really isn't?  (because I would think this is definitely defined as deceptive).

- This refers to the value that can be converted from bonus money in your account. The terms and conditions cover the limitations on the amounts that can be withdrawn from your account. You will find the same on Free spin bonuses or other free bonuses where the amount to be received (the bonus amount) is not fixed.

I trust this helps to clarify the questions you have.

Have a good day.

Kind regards

James Matthews
Genesys Club – Senior Host
www.genesysclub.com

James,

Really, I am not trying to be argumentative, but there is no possible way that you or ANYONE could think those answers helped to clarify anything.

Just two points...  "We have no definition for a Gift" -- this is one of my primary concerns about this issue.  If you do not have a definition in your T&C's for how you use the word "Gift" then one can only rely on the standard definition which most everyone in the world would use for it:

noun: something given voluntarily without payment in return, as to show favor toward someone, honor an occasion, or make a gesture of assistance; present.

Secondly...  "Max Cash Out":  "This refers to the value that can be converted from bonus money in your account"

Genesys Club has not provided the above definition in the T&C's -- so you really cannot just expect anyone to think that the term means anything different that its dictionary definition:

noun

1. Also, cashout. a direct cash payment or a cash profit or remainder: The store owner lived on a cash-out of fifty dollars a day.

2. a payment of winnings or a cashing in of chips, as in a casino.

So, per the words on the bonus page -- the Max (or maximum) payment of winnings or cashing in of chips is UNLIMITED.  It would seem to me that this is a CLEAR example of a SPECIFICALLY STATED condition for this promotion.  

"This refers to the value that can be converted from bonus money in your account. The terms and conditions cover the limitations on the amounts that can be withdrawn from your account."

That statement makes absolutely no sense at all.  

So--- James --- you do not have to respond in-kind, trying to provide any additional clarification about the two examples I've shown above.  Because the only thing I've been trying to do from the very beginning of this discussion is to get you to admit your terms and conditions are not clear, and in some cases contradictory.  It seems as though various phrases or sentences have been added or modified to them over the years -- and they are due for a re-write. 

What I do expect from you is an acknowledgement of the problem and an effort to correct it.  

Take a look at this recent interaction for a similar situation (promotion terms not clear or contradictory):

Extreme Casino Direct Casino Support Forum

Additionally, there is no reason, with today's technology, that your engineers shouldn't be able to integrate the majority of your "terms and conditions" into the behavior of your software itself.  For instance, if a player is only allowed to win a maximum of $100.00 from a promotion, why not just program an automatic account adjustment for a player who has completed the playthrough requirements and has more than the maximum in their account? 

Other Gaming Platforms behave in this way (RTG, for example).  As soon as you reach the playthrough, your total balance is immediately adjusted down to the maximum withdrawal -- and you aren't actually required to withdraw it because it makes no sense to force someone to take the funds if they are only going to turn around and re-deposit it.  Just let them play as they wish with that $100.00 -- the same as if they made a $100.00 non-bonus deposit.

By keeping your current policy and procedures, you are causing confusion which will only create animosity and anger.  There are ways to avoid the problems in the first place -- and I have been frustrated by your unwillingness to do anything about it other than to respond in a totallitarian manner with your own non-conventional definitions and a tone which suggests I am the only one who has ever had this type of problem.  

On your web sites, it states that Genesys Club "was established in 2009 based on a philosophy of gaming innovation and a desire to take the lead in crafting the best player experience in the industry."  Either those words were just written by some marketing folks when the web site was designed, or "providing the best player experience in the industry" is no longer a priority.  If it was -- the management team would demonstrate a bit of effort towards a solution to the concerns I've outlined instead of continually telling me that I'm wrong.

Hi!

I have a question.

Why doesn't the system allow me to withdraw when the bonus reqs. are met.

The bonus clearly states - "You may play and win with non-redeemable bonuses, and any winnings from these bonuses may be withdrawn once play-through is met. However, you will have to cash out the non-redeemable bonus before you may make a withdrawal."

So as I understand the 17.97€ should be removed from the balance automatically, but hasn't been done so and what's left I can keep on playing with.

Can I get some feedback thx.

You have to first forfeit the bonus which is not redeemable.  So click the "Forfeit Bonus" button.

(just another example of the idiocy of Genesys Club's software)

thanks for the info jay4play, I did as you mentioned and I am currently sitting on 1,02k :) I hope they pay.

Please keep us posted. ;) Good luck! 

went up to 1850€ at one point, lost all. I still doubt they would have paid.

Oh sorry to hear you lost everything. Hope you'll be luckier next time. 

Sorry to hear that.  They would probably have only paid out €100.00, but that would have been nice to have instead of zero. 

I joind lucky Creek Casino today.I wwasgoing to use the 30 LBC freechip? And was asked to KYC before I was even given any reason as to why.I alrready gave my real dob/age/address/cell/name ect and the casino rep continued to ask me for my ID,My proof of address and after asking oveer 13 times I was told "I need to verify your identification" I checked the website url,I did a google search ect and it was the real site.This was a very strange experience and I didn't even get to put it n the cashier area because it kept telling me "this bonus cannot be used but here's some bonuses we recommend for you" and it had links with bonuses ONLY to deposit.This was not the free chip no despoit bonus advertised.I would be cautious? This was only my personal experience but I am letting as many LBC users know as possible! Good luck!

Could you please tell me which bonus did you claim. We have 50 free spins exclusive bonus at the moment. Please PM me your casino username as well. 

Dear mamagotit and LCB,

I appreciate your feedback and sincerely apologise for the bad experience you had.

I am certain there are reasons why you may not have enjoyed the best the casino could offer at the time and to properly investigate and provide the best answers I would really appreciate that you confirm your Casino nickname or email.

I would like to establish what the bonus offer was and the reasons for you not being able to claim it. I can assure you that I will investigate and provide the reasons for this or better yet a solution that will change your experience to a positive one.

We sincerely apologize for any inconvenience this may have caused.

Thank you for your assistance and understanding.

Yours faithfully

James Matthews
Genesys Club – Senior Host
www.genesysclub.com

Hi, 

I signed up with WizBet Casino a number of years ago, (est. 2011/12).

It is with some dismay/confusion that I am compelled to post with regard to my withdrawal of £100 GBP requested on May 9, 2017.

Having completed the request received from Ronnie Coleman (WizBet Support) for my outstanding document I expected my withdrawal to be processed accordingly, by bank transfer.

On contacting Live Support yesterday, May 11, I was told by the agent that my withdrawal had been "voided" because I am resident in a "restricted country".

Having checked the Terms and Conditions carefully, I can see that this is not the case: http://www.wizbet.com/en-gb/terms-and-conditions.aspx

In addition to this, I registered my account in the currency GBP; which is only allowed by UK residents, as stated in the Terms and Conditions, (part 7.14), so surely UK residents are not restricted. Also, the Terms and Conditions clearly state that UK residents are not in the list of countries disallowed for free bonuses/free spins/no deposit bonuses (part 8.10.10)

Clearly some confusion has arisen because, as stated in the Terms and Conditions, I am eligible for the winnings (up to the maximum amount of £100 GBP) and therefore entitled to receive my withdrawal as requested.

I hope this matter can be resolved and I look forward to hearing from you soon.

Hi Richard,

We're going to notify the casino rep and he'll reply on the thread soon. In the meantime please PM me your casino username. 

Thank you.

Unlucky dude :(

Dear Richard Scott and Latest Casino Bonuses,

Thank you for bringing this to our attention.

The UK market is a restricted country for Genesys Club and it’s 5 casino brands. We have had a look at the link you sent and acknowledge that you did register with the casino in 2012.

We would like to resolve this with you directly so we will be sending you a mail to your address shortly.

We appreciate your cooperation and patience in this regard.

Yours faithfully

James Matthews
Genesys Club – Senior Host
www.genesysclub.com

Dear James,

Many thanks to you, Genesys Club and of course LCB.  I'm happy to confirm receipt of the email and that the issue is now resolved.

Thanks again

Richard Scott

We are glad to hear that. Thank you for letting us know. 

Hi...

 

I have registered with lucky creek casino. After the initial sign up, a screen appears saying... ACCOUNT UNDER REVIEW.. What does this mean 

 

Thanks

Unfortunately, the UK is not allowed to play at the casino, that's why you got this message.

Hello I have a problem with the casino https://www.luckycreek.com

I saw on the main page of the casino https://www.luckycreek.com A Christmas Carol
$10 FREE. Code: XMAS10 and decided to register.

I played the bonus and was $ 70, made a Deposit via Skrill$20, reached $ 150, then put on a withdrawal of$100.

A few days later the letter came [email protected]

Dear Denis,

Thank you for your email and for choosing to play with Lucky Creek Casino.

I have reviewed your account and can see that your withdrawal is going to be declined due to you having claimed a free bonus before having made a deposit which is against the casino.

Unfortunately for this reason your winnings will be declined so please do contact us back if you need any further assistance.

We look forward to hearing from you very soon.

Kind Regards,
Daniel Moore

Lucky Creek Support
[email protected]
Toll Free: 888 595 5835
Click here for live chat:

I wrote letters to them, they don't answer me.

Here's my last letter.

You don't want to pay my$100 win(honestly won) find a compromise in this situation, return my $ 20 (Deposit) to my Skrill account.

It's been two weeks.

I decided to return to the account $ 80 and$20 withdrawal.

I played a lot at luckycreek casino

turnover made several thousand dollars...

I do not know will bring me twenty dollars...

See screenshot....

Sorry to hear that. We're going to notify the casino rep and ask to look into your account and let us know what seems to be the issue. Could you please private message me your casino username? 

I sent you a private message to MelissaN

Played in many casinos, the first time faced with such a problem.

I passed verification in luckycreek (passport, visa card, phone payment receipt, passport in hand) two weeks ago.

Thanks for your help.

Hi geprd888,

The casino rep has been notified and we expect his feedback soon. 

Thank you Melissa, I'll wait.I played a little was 277.88$ became 241.98$ I will not Play anymore until they withdraw twenty dollars

To be honest you have weird Lucky Creek rules, if a player takes a bonus and then makes a Deposit, the first Deposit, the second Deposit,the third Deposit,a lot of deposits,in case of winning he will not get the money because at the beginning he took the bonus(it should be played with wager 40xB ).

Patiently (the third week went)await the answer from you,and hope on your common sense.

I'm not asking you to have your winnings one hundred dollars, give my twenty dollars (Deposit).

The amount of $ 241.98 is a gift from me to you Lucky Creek.

Hi geprd888 and LCB Members

Thank you for your feedback.

Unfortunately players from Russian Federation cannot claim welcome free no deposit bonuses before making the First deposit as per the casino’s terms and conditions section 8.10.10 which states, reference to players from the Russian Federation:

“players are not eligible and may not claim any Free Welcome Bonus Offer from our casino (either by invite or via our website). Free Welcome Bonus Offers refers to any offer made by our casino or an affiliate that does not require a deposit (e.g. free cash to play at the casino or free spins). Should such an offer be claimed by any of these players, all winnings resulting from it will be made null and void. Players from these countries may only claim free bonus offers if they have made at least one deposit on their account…”

Should you have made a deposit before claiming the free bonus, your withdrawal would have been honoured.

Please feel free to contact the casino’s support team should you require any further information.

Kind Regards

Lucky Creek Support Team 

Is obtained you with their rules divide people on national and racial origin.

I won most of the winnings on my Deposit.

I ask you to withdraw my twenty dollars (my money) and then close the account.

Conclusion twenty dollars will? Or will you keep my Deposit ? Can you offer me a compromise?

@geprd888 - it's a common thing that casinos have the list of restricted and allowed countries for the bonus. They need to limit the countries they accept depending on the license they have, software providers, that also have their own list of allowed countries etc.  

You also need to read the casino's t&c carefully before playing. 

I ask Lucky Creek to do so.

Make me a withdrawal of twenty dollars, I withdraw my Deposit and not winning.

Then reset my account 241.98$ and that the account was 0.00$.

Next I will decide whether I will play with you.

It will be a fair compromise solution.

You said it right Melissa,just before a casino game,you need to read the rules.

The best payoff is advance and salary.

The administration and the users of the forum https://jswqzs.com/ look at this mess.

They took my Deposit.  Money twenty-dollars I not received на skrill.

@geprd888 - the casino rep advised you to contact their customer support. Please do as he told you and let us know what they say. 

With them it is useless to talk,I have said they do not respond to emails,and I asked for help in this thread.

Sometimes the winnings did not give the casino,Lucky Creek brazenly took my Deposit,this happened to me the first time.

They're crooks and thieves.

Im winning in da grandeaglecasino claim no deposit bonus $21 with playthrough.  Max cashout $105 and try to redeemed  my e-wallet bitcoin and i like this slot very god but i dont baoout others:)  

Please check admin for my cashout until 48hours..  Tyu godluck for alls playingslot

Hi Ika Yulistiyana,

If you are experiencing a withdrawal issue at Grand Eagle Casino, please private message me your casino username so that we can ask them to assist. 

Hello everyone! Its been a while since I've been here. Please don't hold it against me and I've missed all the bonuses. I also have a problem with this group again as well as others. I've been a loyal depositing player since they opened. I recently withdrew $356 and can't get them to give it to me. They say its a problem with their processors. This is the same excuse I got many months ago until I came here for help. I made this withdrawal request on Feb 28th and its just sitting in my account. They have all my documents so that's not the reason for the delay. Please can you help once more? My casino Id is buggars and its Luckycreek casino where I made the withdrawal. Thanks in advance   

Hello buggars,

Sorry to hear that. Thanks for providing us with your casino username. We'll contact the Casino Representative to find out what's going on with your payment. Keep you posted.

Thank you so much for responding so quickly. I look forward to hearing back from you. 

Thanks buggars

Hi.  I have been playing with Grand Eagle for about 8 years now.  No complaint until recently.  I have been trying to withdraw $900.00 in winnings and the casino will not process the withdrawal.  The have passed me by three diferent times now for the withdrawal  Support says they're processor is experiencing trouble..  I have VIP support, (Gwen) who will not answer my emails now.  Hope you can help.  Username is [email protected].  Thanks, cory

Hello c1128,

We'll contact the Casino Representative to find out what's going on. Keep you posted.

That's the same treatment I've encountered. They say they're short of processors and apparently have never tried to resolve the problem. This has gone on before whe I made a withdrawal. This is a favorite group of casinos for me and I've never had this problem until last couple of times trying to make a withdrawal. Hopefully we'll have a resolution soon

Good Luck

buggars

Dear buggars and LCB Members

Thank you for bringing this to our attention.

Upon investigating we can confirm that your withdrawal has been submitted successfully for processing.

Kind Regards

Genesys Support Team   

Great! Thank you so much for your help. Sidney thank you for all you do to help us in our time of distress. Keep up the good work. 

buggars

Hello buggars,

You're welcome. We're glad to hear that your issue has been resolved.

     i just wanted to let you guys know I still haven't received my payment yet. In my account it says it was paid out on the 11th. I'm giving it a few more days.

buggars

Hello buggars,

Let's wait until Tuesday as the Casino Representative doesn't work due to the Easter Holidays. If you payment is not in your account on Tuesday, please let us know and we'll contact them again.

Most definitely will. Thanks so much for replying so quickly.

buggars

Hello everyone,

    I got a mailer from grand eagle casino about a week ago now.On this mailer sent me was 50.00 free and if you contact live support and verify your email u get 50.00 more for 100.00 total.The rep said she credited my account but it wasnt thier.Tryed live chat again but no answer.I emailed casino about it and was emailed a code for the other 50.00.I made the playthrough on the 50.00 and cashed out.I get an email saying my winnings where approved and sent.However i never got the money.I emailed casino again and i got back an Answer.My Withdraw was voided do to 2 free chips in a row.However this is not fair at all.Rep makes an error and i get screwed.I am no longer going to play here! I should be allowed the 300.00 i had it up too.

Hello cobra,

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