Selv med 5000 ord vil være svært at beskrive. Jeg har over 50 e-mails tilbage og videre med Luck casino, og heldigvis har jeg beholdt hele dossieret, da problemerne startede kort efter tilmelding. En lille tidslinje i punkttegn
1. Tilmeldte sig Luck Casino søndag den 14. juli. De sendte mig en e-mail og sagde, at jeg var verificeret. Jeg spiller temmelig highstakes og lavede 2 indbetalinger hver på £1.100, hvilket er den maksimale enkeltindbetaling, de så ud til at tillade på mit bankkort.
2. Jeg gik ind på siden for at gå og spille live casino roulette, men udbyderen af livespil virkede ikke, og kort efter (stadig søndag den 14. juli) fik jeg en e-mail om, at min konto var blevet lukket (jeg vil vedhæfte nedenfor). Jeg blev overrasket, da jeg aldrig havde en konto hos dem, men jeg fortalte dem, at jeg havde tidligere problemer med gambling og satte pris på deres holdning, så jeg vil hæve mine penge (bevis nedenfor)
3. Jeg loggede ind på min konto igen efter denne e-mail og foretog en fuld udbetaling af £2.200
4. Jeg uploader alle KYC-kopier af kørekort, kontoudtog, der viser kontoen, som indbetalingen er foretaget fra, bevis på midler, og her var problemerne
5. Baglæns og fremad, når de accepterede og bekræftede, og derefter bad om noget andet, de bad om min selvangivelse, jeg sendte i PDF-siden for at vise med min adresse, de accepterede, og skrev derefter tilbage og sagde, at de ville have hver side i selvangivelsen
De bad om PDF af min konto, jeg var nødt til at foretage transaktionen for Luck, jeg sendte, så godkendte de, men sagde så, at de ville have alle sider fra de sidste 3 måneders erklæringer (jeg har alle disse beviser for at vise Casino Guru).
6. Får 2 dage senere en e-mail fra Luck om at de har sat £2.200 tilbage på min konto, fordi jeg skal spille og satse mindst £2.200 i henhold til vilkår og betingelser, jeg skriver tilbage og siger absolut ikke, da min konto blev lukket af dem og jeg havde ikke fuld tillid til at spille nu, efter at have modtaget en første kontolukning, gik jeg så tilbage til kontoen, så de havde tilbageført min udbetaling, og at £2.200 var tilbage på min spillerkonto, så jeg hævede pengene igen i håb om, at Luck vil forstå en spiller ville aldrig bruge hans/hendes midler, hvis en virksomhed får at vide, at deres konto er lukket.
7. Tilbagetrækningen gik tilbage til afventning, og de forskellige KYC-e-mails startede igen med at bekræfte og sige accepteret (som pr. screesnhots, jeg vil give nedenfor) og så simpelthen ud af venstre felt og sagde, at de har brug for en ting mere!! Alligevel var min monwy i ventende tilbagetrækninger for anden gang
8. Jeg gik glip af et opkald torsdag den 18. juli fra et nummer og modtog en e-mail fra Luck om, at de havde forsøgt at ringe til mig fra et bestemt hold. Som du kan se fra mit skærmbillede, forsøgte jeg at ringe tilbage 9 gange!!! Over 2 dage og enaiked dem tilbage siger venligst ring, men absolut intet kom tilbage fra Luck
9. Fredag den 19. og skrev en e-mail fra min konto til Casink Guru for faktisk at bede om hjælp med dette firma, da jeg kunne se din tilmeldingsproces, men jeg har så mange e-mails og beviser, at jeg følte mig bedre til at vise og uploade til nogen direkte i stedet for klageforum
10. Lørdag den 20. juli modtager jeg endnu en e-mail, der siger, at de faktisk lukkede kontoen ved en fejl, og at den var åben til brug, og jeg var nødt til at satse £2.200 (dette var 4 dage efter, at deres første e-mail spurgte om det samme), og endnu en gang så jeg, at de havde annulleret min hævning og sat pengene tilbage på spillerkontoen.
Í skrev endnu en gang til dem og sagde, at jeg ikke kan stole på dette websted, de har stadig ikke engang verificeret min KYC, selvom jeg gav dem alt, var der absolut ingen måde, jeg ville spille på et websted, der lukker en konto og så siger en uge senere, at det er en fejl og også et firma, der lige havde annulleret min 3. hævning af mit indskudsbeløb.
11. Søndag den 21. juli så jeg, at penge ikke ventede længere og ikke på spillerkontoen, og spurgte Lykke, betyder det, at jeg nu er verificeret og udbetalingen behandlet...(intet svar hele dagen og intet svar fra min aftenbesked i går igen, jeg har det hele beviser)
Jeg kan bare ikke forstå eller forstå, hvad de laver!!
Det er stressende, det er bekymrende, og jeg føler mig sårbar efter at have givet dem sådan en masse KYC
Venligst hjælp ville bare tilføje, at jeg nedenfor har vedhæftet nogle skærmbilleder af kontolukning, behandlet udbetalinger og derefter omstødt osv., men det tillod mig ikke at vedhæfte alt, da filerne er for store, så spørg venligst, hvis du har brug for andet
Med venlig hilsen
Marc
Even in 5000 words will be hard to describe. I have over 50 emailsback and forward with Luck casino and fortunately i have kept the whole dossier as the problems started soon after joining. A small timeline in bullet points
1. Joined Luck Casino Sunday 14th July. They sent me email saying i was verified. I play pretty highstakes and made 2 deposits each of £1,100 which is maximum single depost they seemed to allow on my bank card.
2. I went onto the site to go and play live casino roulette but the live games provider didnt seem to work and shortly after (Still Sunday 14th July) i got an email saying my account had been closed(i will attach below). I was suprised as i didn't ever have an account with them but i did tell them that i had previoua issues with gambling and appreciated their stance so i will withdrawal my funds(evidence below)
3. I logged back into my account after this email and made a full withdrawal of the £2,200
4. I upload all KYC copy of drivers license, bank statement showing account that deposit made from, proof of funds and here was where the troubles piralled
5. Backwards and forwards of them accepting and verifying then askingfor something else, they asked for my tax return i sent in PDF page to show with my address they acceoted then wrote back saying they want every page of tax return
They asked for PDF of my accojnt i ised to make transaction for Luck i sent then they approved but then said they want all pages from last 3 months of statements(i have all this evidence to show Casino Guru).
6. 2 days later get an email from Luck saying they have put the £2,200 back into my account because i need to play and wager at least £2,200 as per terms and conditions i write back saying absolutely not as my account was closed by them and i didnt ahve full trust to now play having received an initial accounts closure i then went back onto account saw they had reversed my withdrawal and that £2,200 was back into my player account so i again withdrew the money hoping that Luck will understand a player would never use his/her funds if told by a company that their account is closed.
7. The withdrawal went back into pending and the various KYC emails started again verifying and saying accepted(as per screesnhots i will provide below) and then simply out of left field saying they need one more thing!! Still my monwy was in pending withdrawals for a second time
8. I missed a call on Thursday July 18th from a number and received an email from Luck saying they had tried to call me from a certain team. As you can see from my screenshot evidence i tried calling number back 9 times!!! Over 2 days and enaiked them back saying please call but absolutely nothing came back from Luck
9. On Friday 19th and wrote an email from my account to Casink Guru to actually ask for help with this company as i coukd see your joining process but i have so many emails and evidence i felt better to show and upload to someone directly rather than complaints forum
10. On Saturday 20th July i receive another email saying they actually closed the account by mistake and it was open to use and i needed to wager £2,200(this was 4 days after their first email asked the same) and once again i saw they had cancellewimy withdrawal and put the money back into player account.
Í once again wrote to them saying i cannot trust this site they still not even verified my KYC despite me giving them everything there was absolutely no way i wanted to play on a site that closes an account and then says a week later its a mistake and also a company who had just cancelled my 3rd withdrawal of my deposit amount.
11. Sunday July 21st i saw money not in pending anymore and not in player account and asked Luck does this mean i am now verified and withdrawal processed...(no reply all day snd no reply from my evening messge yesterday again i have all evidence)
I just cannot understand or comprehend what are they doing!!
Its stressful its worrying and i feel vulnerable having given them such a mass of KYC
Please help just wanted to add that below i have atrached some screenshots of account closure, processed withdrawals then being overturned etc but it didn't allow me to attach everything as files too big so please pleaee with pleasure ask if you need anything else
Kind Regards
Marc
