Steps to follow when making a complaint

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Last post ago 7 days by schnuggi
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      Hi LCB'ers,

      Welcome to the Player Complaints section of the forum. First off we at LCB are always striving to keep our members safe from unfair treatment and play at casinos. This section was created so you can come and publicly make your complaint known by us, your fellow members and the respective casinos.

      However it must be noted that you should only submit a complaint in this section if there is NO casino rep available in the Direct Casino Support section.

      When you have a complaint follow these steps:

      1) Did you first contact support to see if they can fix the problem?

      2) Did you make sure that you did not violate any terms and conditions?

      If you have done the first 2 steps then continue with these:


      3) Go to the Casino reps page

      4) Search for the casinos name using the handy search toolbar. Use the 'Forum' button to go directly to their dedicated thread, or 'Message' button to private message them your query.


      No thread or rep? Then you can post your complaint in this section.

      5) To ensure the process is speedy always include your casino username. We cannot assist you until we have this information.


      • Direct casino support screenshot
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        Sr.Newbie
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      Hi,

      on the 31/12/2016 I made a payout request for €2000,00 at Supernova casino.On 10/01/2017 I received €1000,00 via neteller and the remaining €1000,00 were credited back to my casino account (they told me due to my VIP level I can´t make more !!!!). So I made a new request for the remaining €1000,00 and got on the 30/01/2017 €150,00 and the remaining €850,00 were credited back to my casino account as well !!! So I made a new request for these €850,00 and after more than one week I asked Emma Edison from the finance departement when I will get fully paid.

      Today I got following answers from Emma:

      Dear Thomas,

      Please be informed that your withdrawal request was cancelled, as
      according to our Terms and Conditions if a player’s account remains
      inactive (i.e. no bets placed etc) for a period of more than 30 days, we
      are entitled to deny any pending withdrawal in place.

      Best Regards,

      Emma Edison
      Finance Department
      Supernova Casino

      and after that mail:

      Dear Thomas,

      As per our previous email, your withdrawal request was cancelled, since
      if a player’s account remains inactive (i.e. no bets placed etc) for a
      period of more than 30 days, we are entitled to deny any pending
      withdrawal in place.

      Please also note that according to our Terms and Conditions,
      documentation sent for account verification needs to be renewed
      regularly. We would like to inform you that your account will be
      temporarily suspended until all necessary up to date documentation is
      received by us.

      Thank you for your understanding and cooperation.

      Best Regards,

      Emma Edison
      Finance Department
      Supernova Casino

      So in my eyes that Casino should be blacklisted at your forum - I think I will never get paid fully.

      cheers

      Thomas

      schnuggi

      schnuggi@aon.at

      Rated:
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        Sr.Newbie
        16
      • last active 1 day ago

      my username is: tkober

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