RESOLVED: Unfair bonus ratio system at Lucky Club casino

This complaint is about bonus ratio system at Lucky Club casino.
In short, they have excluded me from playing tournaments (and bonuses) because of my high bonus ratio.

The problem is, they are counting my tournament winnings as bonus for my bonus ratio.
Nowhere in their T&C is mentioned that tournament winnings are bonus.
In fact, those winnings are real money, could be withdrawn or used for further playing because tournaments could only be played with real money.
And yes, I have received all the tournament winnings as real cash at the Lucky Club casino, but at the same time, all those winnings were counted as bonus for my bonus ratio.

They have counted $2,573.28 of my tournament winnings as a bonus.
Excluding that, I have deposited in total $1,233.35 of real cash, and received $423 in bonuses (plus 6 redeemed codes of free spins). So I have deposited at least double amount of real cash in relation to the total of real bonuses.

The issue which makes high bonus ratio are my tournaments winnings according to them.
They didn't answer me why is it so in my case while in T&C tournament winnings are real cash.
Maybe they will do it here.

Hi koxbox,

A rep was notified regarding your complaint.

Regards
Emma

Nothing yet?

Nothing back from the rep yet. I have sent another follow up email.

Dear koxbox,

Please note that we have applied the rule:

24. Lucky Club Casino reserves the right to modify any rules or cancel promotions at its discretion.

If you have any further question, please contact support(at)luckyclub.eu, thank you!

Kind regards,
Lucky Club Casino Support

This is why I have stopped depositing there. They are quick with withdrawals but their bonus system is not good and live chat is sometimes rude.

this answer does not really explain anything.  so what exact rule  did you modify in regards to this complaint and why ?

I also wonder what rule did you modify in my case and why?
Rules should be obligatory for serious casino, and if exception is made at least explanation should be provided.

excuse me ... but you consider a player who wins a player deserves to be punished ?

If we consider that the casinos always win then they should impose less restrictive rules . But  they set the rules and so it is obvious that they defend their interests . Our interests instead are faults ... from their point of view.
I think they should be less greedy : D

THEIR ALL PRETTY GREEDY

Hey rep,

I have to feel guilty when I win and I withdrawal some money?
This morning I decided to reverse a withdrawal and play everything I had won (only few dollars) on Grande Vegas ... 'cause I felt on the wrong side .
I have a high opinion of all the companies that belong to Greavestrend group but this situation is truly odious.

Hello guys,

I asked the rep to look into your posts again.

Regards,
Emma

Thanks Emma ...

Do you think they could change their business strategy , rules or decisions ?
As moderator of Lcb you might ask why they leave visible stxxx xxxxng tournament?
This happens in any casino of their group . If the decision is to exclude a player from the tournament why they leave open one ... always the same ?

Hi Lucky Club rep,

You stating this term doesnt answer the players question.

@koxbox - there nothing more we can really do to help as they are sticking to their rules and there is no way we can work around it. If they want to lose depositing customers then I guess its their loss. I would suggest finding another casino to play your hard earned money at.

It is in no way acceptable that they change there terms retroactively to suit their needs. We will be updating their review to state this and warn other players of their terms and the fact that they change them on a whim. It is important that players have the knowledge and are warned of this and then it is up to our members to make their decision on whether to play there or not.

Hi,

So

Hi,

So I am assuming that LCB will not be having any more tournaments with this casino!  I hope that is a safe assumption because I have already uninstalled this crummy casino!

Thank-you so much for the heads-up on yet another bad online casino and as usual LCB and LCB'ers ROCK!

It is important for us to put our members interests first and the fact that Lucky Club do not have specific terms published to provide players with the knowledge and info they deserve cannot be tolerated by us.

With that said,  we wont be hosting any more excluisve tournaments with LuckyClub.

Hi, I am confused a little bit.

So, this complaint has been resolved in favor of Koxbox ??

This complaint cant be helped any further. Unfortunately Koxbox could not get the tourney winnings due to terms and conditions 

What word would you suggest we use for these sort of situations?

"Agree to Disagree" ? 

I can think up some good words, but, it is not proper to write those words here, as I suppose

죽일놈들

<cupid> I like ODIOUS.  Mr James used it in an earlier post and it seemed perfect. Thank you for all of the hard work you do for your members. <cupid>

Interesting msshel, very interesting!

That is harsh, as far as my concern here we play in a casino in hopes of doubling our wager so how come that the Lucky Club Casino cannot give that amount to the player. It will be a bad reputation if this scenario will always happen all over again.

Would it be safe to assume that is why LuckyClub is showing a LCB restricted tourney but it is not listed in the members only tournament section?  Thank you for the member support! 

You are correct Debra, we won't be promoting anymore exclusive tournaments with them.