RESOLVED: Lucky8 Casino Nightmare

I came to that Casino , while browsing the good-old No-Deposit Section, i visited their Site and made my First Deposit of 20Eur at 06.03.2018,

i Deposited using Neteller, and before i started Playing i uploaded my Documents (as usual) , well, i managed to endup with the Balance of 200Eur, without using a Bonus, but there seems to be an active Bonus from No-Deposit Playing , so i decided to contact the Chat:

Chat started on 06 Mar 2018, 01:12 PM (GMT+0)
(01:12:31) *** Rico joined the chat ***
(01:12:31) Rico: Hello, i would like to withdraw my Winnings, but it says "Active Bonus" can you cancel that Bonus please?
(01:12:34) *** Natalia joined the chat ***
(01:12:42) Natalia: Welcome to Live chat!
(01:12:56) Natalia: For the security reasons could you please write me your name, surname, date of birth, email address and mobile phone number?
(01:13:38) Rico: Rico.xxxx.xxx.xxx
(01:15:26) Natalia: I can certainly check this for you, please allow me a moment.
(01:16:18) Rico: thx
(01:16:54) Natalia: The bonus amount has been removed from your account as per your request.
(01:17:56) Rico: thank you very much, by the way; how long takes the withdrawal to my Neteller?
(01:20:38) Natalia: It should be in less than 24 hours.
(01:20:49) Rico: awesome :D
(01:20:58) Rico: Thank you very much
(01:21:00) *** Rico has rated the chat Good ***
(01:21:13) Natalia: You are most welcome!
(01:24:59) Natalia: I assume you do not have more questions, so I am going to close the chat. Thank you for contacting us and have a nice day!
(01:26:28) *** Natalia left the chat ***
(01:41:56) *** Rico left the chat ***

a few Hours later, they Blocked my Account, so i went back to the Chat the Day after :

Chat started on 07 Mar 2018, 04:46 PM (GMT+0)
(04:46:34) *** Visitor 6528614 joined the chat ***
(04:46:34) Visitor 6528614: Wo ist meine versprochene auszahlung,mir wurde 24h frist versichert, gester 13:00 uhr, verifizierdokumente hab ich die letzten gestern um 18:00 geschickt, mein account ist: ***@gmx.ch
(04:46:40) *** Magdalena joined the chat ***
(04:46:46) Magdalena: Hi there!
(04:47:08) Magdalena: Unfortunately we do not provide German support in Lucky 8, may I help you in English?
(04:47:30) Visitor 6528614: yes you promised me yesterday a 3
(04:48:03) Visitor 6528614: 24h withdrawal, well the time is overdue, and i difnt get my money!
(04:48:12) Magdalena: For security reasons, could you confirm your first and last name, address, date of birth, email and mobile number?
(04:49:03) Visitor 6528614:xxx.xxxx.xxxx.xxxx
(04:49:18) Visitor 6528614:xxxxx
(04:49:34) Magdalena: Thanks, one moment please
(04:52:28) Magdalena: Rico, your withdrawal is not processed yet, as you sent your last document we required, yesterday's evening. The funds reach your Neteller account within 24 hours - this is correct but only when withdrawal is already processed
(04:52:51) Magdalena: Our Payments Team has 72 hours to verify your document, therefore once it is approved your withdrawal will be paid out
(04:53:58) Visitor 6528614: I. Cannot why you take 3 days to verify that selfie you requested...?!
(04:54:21) Magdalena: Because this is our procedure
(04:54:37) Magdalena: Every document verification takes up to 72 hours
(04:55:07) Magdalena: It is usually verified before anyway, however this is the maximum waiting time
(04:55:44) Visitor 6528614: What a shame, makes me not that kind of a satisfied customer..
(04:56:17) Magdalena: This is the procedure that you accepted while accepting our Terms&Conditions Rico
(04:59:58) *** Visitor 6528614 left the chat ***

Chat started on 10 Mar 2018, 03:56 PM (GMT+0)
(03:56:12) *** Visitor 6528614 joined the chat ***
(03:56:12) Visitor 6528614: Im still waiting for ma withdrawal since 5 days now, you told me account verification takes max. 72hours, well theyre passed 2 days ago and still nothing happend!
(03:56:14) *** Rodrigo joined the chat ***
(03:56:28) Rodrigo: Hi and welcome to our website.
(03:56:44) Rodrigo: Ok we're gonna check that together
(03:56:48) Rodrigo: Just a moment please
(03:58:34) Rico : Ok
(03:59:48) Rodrigo: Your withdrawal request isn't validated yet because we weren't able to validate the proof of adress you sent
(04:00:14) Rodrigo: Can you send us an official one please ? We can't accept mobile phone bills
(04:01:21) Rico Gesess: Its not a mobilephone bill, its an official electricity utility bill !!
(04:02:09) Rodrigo: Yes but we can see it was edited on photoshop so we can't accept it
(04:02:23) Rodrigo: It was just a precision about the mobile phone bill
(04:02:40) Rico : And i sent you a second one yesterday
(04:02:57) Rodrigo: We didn't receive it
(04:03:05) Rodrigo: Can you send it back please ?
(04:03:17) Rico  just a second...
(04:03:22) Rodrigo: Thank you
(04:04:21) Rico : https://cresus.zendesk.com/attachments/token/xxxxxx/?name=Scan_NebenkostenabrechnungJanuar.jpg
(04:04:47) Rodrigo: You have to download it through your account in "documents"
(04:05:02) Rodrigo: Like you did last time
(04:05:18) Rico : I cannot enter the site since you blocked my account ..
(04:05:46) Rodrigo: True, I apologize
(04:06:14) Rodrigo: Ok I transfer what you just sent me to the financial department
(04:06:24) Rodrigo: Thank you
(04:07:49) Rico : il hope that il receive my qithdrawal asap, since im waiting too long, and its start to p**n ma patience and trust in lucky8
(04:08:35) Rodrigo: Sure I understand your position, I transfer it right now and your withdrawal request will be treated as soon as possible
(04:08:42) Rodrigo: Thank you again.
(04:08:51) Rodrigo: Can I help for anything else ?
(04:09:41) Rico : thank you, and i realy hope its gonna get fixed
(04:10:08) Rodrigo: It will if the document you sent can be accepted
(04:10:17) Rodrigo: We'll know very soon
(04:10:59) Rodrigo: Don't hesitate to come here for any demands
(04:11:10) Rodrigo: I wish you a very pleasant day, bye !
(04:11:21) Rico : Thanks you too
(04:11:26) Rodrigo: Thank you !
(04:11:34) *** Rico has rated the chat Good ***
(04:11:35) *** Rodrigo left the chat ***
(04:11:36) *** Rico left the chat ***

**************************

The Mail Traffic below :

Rico

9 Mar, 16:59 CET

Gesendet: Freitag, 09. März 2018 um 16:36 Uhr
Attachment(s)
Scan_NebenkostenabrechnungJanuar.jpg

Magdalena (Lucky 8)

9 Mar, 16:36 CET

Hi Rico,

Kindly note that you sent us the same document again. As I mentioned in previous e-mail, we need an alternative document to verify your address.

Kind regards,

Rico

9 Mar, 16:11 CET

Gesendet: Freitag, 09. März 2018 um 15:24 Uhr
Attachment(s)
elektra_nachweiss_februar.jpg

Magdalena (Lucky 8)

9 Mar, 15:24 CET

Hello Rico,

Security is very important for us and we are committed to ensuring that our customers are protected the best possible way, therefore we kindly ask you to upload alternative version of the following document so that we can verify your account: 

- Proof of address: Utility bill or statement where your name and registered address is shown. (This document has to be issued within the last 3 months). 

We thank you for your understanding.

Kind regards,

Magdalena
Customer Support Agent
Lucky 8

Magdalena (Lucky 8)

6 Mar, 20:37 CET

Hi Rico,

Thank you for the requested document, I have forwarded it to our Payments Team and it will be checked shortly.

Kind regards,
Magdalena
Customer Support
 
 

Rico

6 Mar, 17:51 CET

Gesendet mit der GMX iPad App

Am 06.03.18 um 16:08 schrieb Magdalena (Lucky 8)
Attachment(s)
Anhang 1.jpg

Magdalena (Lucky 8)

6 Mar, 16:08 CET

Dear Rico,

Kindly note that we still need one document from you to fully verify your player's account:

Face ID - Photo of you holding your ID

Your account will remain closed until we receive the last requested file.

Have a nice day,
Magdalena
Customer Support

*************************************************************

As you can see, i did nothing Wrong, sent them 3 different Proof of Adress Documents, but the Comunication gots interupted since my last Chat, where i Reuploaded that Proof of Adress Document AGAIN , since then, i neither Received a Notification or anything else, the f** 72 Hours for Verification are passed 3times till now, and they havent done anyting.

This is the WORST and biggest SCAM Onlinecasino, ive ever joined, and MISTAKENLY Deposited there, and Won , and its Redickeless to Fuck-Up the Customers for the lousy amount of 200 Eur! 

Hi lumbijumbi,

Sorry to hear about the issue with Lucky8 casino. We are going to forward this post to the casino rep and check why your docs haven't been verified yet. We'll keep you posted. 

Got an E-Mail Today with the Following Content :

##- Please type your reply above this line -##
 

Magdalena (Lucky 8)

14 Mar, 09:36 CET

Hi Rico,

After checking your account I would like to inform you that it was permanently closed due to broken Terms & Conditions on our website:

6.1. Withdrawal procedures
The Player may be requested a list of required documents before making a withdrawal request. Lucky8 will endeavour to process all requested withdrawals within 72 hours, providing that verification documents have been received. Lucky8 reserves the right to refuse a withdrawal and request additional documents by email. Bonus money can never be paid out and will be void when a withdrawal is requested.

Lucky8 reserves the right to ask for verification documents at any time, and we can temporarily suspend your account until we receive the required documents. Lucky8 carries out additional verification procedures and players having cumulative transactions exceeding 2,000 Euro will be requested to provide Lucky8 with personal documentation, such as but not limited to copies of identification documents, utility bills, credit cards, bank statements etc. A Player's Account might be closed permanently and/or a withdrawal may be refused if a player does not provide Lucky8 with the required documents and/or if the player is found to have supplied false or misleading information.

All documents that are sent to Lucky8 are confidential and will be handled under the Personal Data Protection Act (PDPA)The reason why Lucky8 requires these documents is to guarantee the security for all Players and to prevent money laundering.

Lucky8 actively endeavours to combat money laundering. When a Player requests a withdrawal, it has to be returned to the payment method used by the Player. In case the payment method is not available for withdrawals a bank transfer will be made to a bank account registered under the Player’s name.

It is the Player’s responsibility to provide sufficient and accurate banking information for Lucky8 to complete a transaction.

The minimum amount that can be withdrawn is €30. Credit card or e-wallet transfers are not subjected to any fee. Bank transfer fees may vary and will be deducted from the withdrawal amount.

Lucky8 is required to retrieve a proof of the Player's identity for large withdrawals, in which case Lucky8 will contact the Player. Lucky8 will process the withdrawal once satisfactory proof has been received.

Large withdrawals might take longer to be processed as they need to go through extra checks before being approved by our payments department. In certain cases should your winnings exceed €2,500.00 the funds will be paid in increments of €2,500.00 per week until full settlement.

If a Player resides in a jurisdiction where your winnings are taxable, you must, at your own responsibility, keep track of those winnings and report them to the proper authorities.

Withdrawal of funds not used for wagering/betting shall not be allowed.

Therefore your winnings were confiscated and deposit refunded.

Kind regards,

 
[R5D672-LOKW]

Fuck those Scamer bastards!

Damien (Lucky 8)

14 Mar, 10:54 CET

Hello Rico,

Following up on an investigation for our Fraud department, your player account will remain closed due to a breach of the terms and conditions.

Your 20 euros deposit has been refunded. Winnings are confiscated.

Kind regards,

Damien
Customer Support Agent
Lucky 8

---------------------------------------------------------
Magdalena (Lucky 8)

9 Mar, 17:16 CET

Hi Rico,

Thank you for sending alternative document. I forwarded now to our Payments Team for further verification.

Kind regards,

Thats a Lie, since i havent got any Payments inside my Neteller Account !

Hi lumbijumbi,

The casino confirmed that your documents couldn't be verified since you didn't pass the security checks. However, they also confirmed that your deposit was returned to your Neteller account on 14th March. They won't allow you to play there anymore. 

We're going to close this case.