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Luckland - improperly applying max bet terms to confiscate real cash wins

Ruling

Found for the Casino - This player has exceeded the maximum allowed bet term while playing with a bonus. As such there is nothing we can do to help them.

Read our Luckland Casino Review.

Player's Complaint

Dear the Pogg

I signed up with Luckland, deposited 400 EUR and received 400 EUR bonus. After winning with my cash (2411 EUR) and finishing the wagering, I received this..

"Kindly be advised the relevant department has looked into this and found you deposited 400 Euros and got a 400 Euros match up bonus. Thus you had 800 Euro balance and started to play on book of dead with the stake of 5 Euros. Kindly be advised that balance is a solid wallet and you placed high bets with the bonus on the balance. Kindly refer to the bonus policy below"

The bets in which I placed the 5 eur bets from were only from my real cash balance. This was not using my bonus balance. Any customer who would read the bonus policy, and having noticed that bonus balance is held separately, and is clearly defined on the luckland.com website as separately to cash balance, would reasonably assume, without any further clarification from the bonus policy terms, that the bonus policy only applies to the bonus balance. There should not be any restrictions on my real cash balance, and if there were any restrictions, then there would be no purpose of clearly discriminating between the 'real cash' and 'bonus balance' on your site.

if there was any doubt as to the fact that the bonus policy applies to the bonus balance and not the cash balance, my doubts were cleared up by the fact it says " If the player placed single bets equal to or greater than €4 or €0.50 per line, or 15 percent of the bonus amount"

It is clearly, blindingly obvious that this seems to apply to the bonus balance only. There is absolutely no indication in the bonus terms and conditions that the terms are applicable to my real cash balance.

You are now required to investigate this matter properly. See that I never dipped into my bonus balance and so I am due all of my winnings.

It is totally disgusting, wretched, [EDIT] that you have selectively decided you will improperly apply your terms to my account and cause me grave financial loss to the tune of over €2,000. After this is all said and done, I will be writing you a solicitor's note to compensate me for stress, anxiety and interest [EDIT]. I can assure you that you will not be allowed to [EDIT] based on faulty and misleading terms, and if you believe you do, well you have another thing coming.

It's about time you casino managers started accepting responsibility for your own actions, and stopped being let away with murder.

I shall leave the matter with you, and will absolutely assure you, that by hook or by crook I will not let this matter slide.

I will receive my funds which I deserve.

Read the casino review

1 Responses

User icon
ThePOGG
March 18, 2021

Hi breezysis866 - welcome to ThePOGG.com!

Please ensure you have read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.

As we are the ADR for the Aspire Global license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

Sadly there is nothing we can do to assist you in this matter.

When you accept a bonus you are entering into the bonus contract at the time that the bonus is added to your account. The bonus terms and conditions do not differentiate between bets placed with deposited funds and those placed with bonus funds. As such the maximum bet limit applies to all bets while you have a bonus in your account regardless of which funds the wager is placed with.

All we can suggest is that in future you ensure you have read and abide by the terms and conditions associated with any bonus you accept.

Sorry we could not be of further help.

ThePOGG

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Agreement

breezysis866 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Luck Land
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • Aspire Global International Ltd

March 18, 2021

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