Getting the run around

Posted:11.09.2011, 03:41

Deposited at Lucky Red over a week ago, and managed to get thru the play-through and win 450.00. Still tryiing to get someone to give me the correct answer. Provided all the right documents, and then told my utility bill was not acceptable. Provided another one (only a few weeks old) with my name/address/etc clearly on it. Told my withdrawal would go thru. Next thing you know they reverse it. I called , they apologized, I sent it thru again, and of course, they reversed it, denying the withdrawal. Called this time, told the cashier has left for the day, and was assured I had all the right documents. I go to my account, once again put thru the withdrawal, and of course, they denied it.

Called again, told they would "email the cashier"...and so it goes over and over again. Very dissapointed becasue this was supposed to be one of the best casinos, one of the Club Group. Well, we all deposit in hopes that we will win something. The games are fun, but expensive if we're just doing it for entertainment. Why can't the reviews be accurate?

I will report back if they actually tell me the truth or send me a check. Assuming it's the same old, same old, I say to all of you, save your money!!

**Moderator**

kalenak, Hi, Welcome to the site.

Sorry you are having trouble. That is very strange because many members have cashed out from Lucky Red with no problems, and yes they are known as a very good casino. I have cashed out there myself, so I do not think the reviews of this casino are not correct. You experience is far from common.

Of course you will get paid. You can give me your account id and I can talk to a manager if you want.

Posted:11.09.2011, 09:20

i confirm i always be paid and on two three business days

i think its a technichal problem , now i cant play at this RTG because they dont take french players due the new legislation but i loved it and aladin gold too

they are a very good RTG group , i suggere you be patient , we are sunday , you can wait monday and see what happen

Posted:11.09.2011, 09:29

You give me hope. I'll let everyone know what I'm told on Monday.

**Moderator**

kalenak, I can email a manger now if you want to give me your account name... if you want to wait until Monday, that is fine too. I would not worry too much, because you will get paid.

Posted:11.09.2011, 11:16

yes tawnia can help you but don't worry , anyway you 'll be paid

Posted:11.09.2011, 23:05

My casino name is also "kalenak".
So far my 450.00 shows up under pending. I'm holding my breath that when I check on Monday, it hasn't been reversed and denied again. Thank you so much for offering your help.

**Moderator**

kalenak, I sent the manager an email.

Posted:12.09.2011, 20:50

I'm home from working 12 hrs. Checked my casino account, and of course, they reversed the 450.00 and denied the cashout again. My thought is that they're going to keep doing this until I give in and use it up, and I'm not going to do that. Dialing up chat now to see what they're going to say.....
Hang on....
This is my chat answer from Alex...
Alex: Hello, how are you today?

kalenak: Disappointed, sad, frustrated!!!

kalenak: Do you see my original problem?

Alex: when did you re send utility bill?

kalenak: Last Wednesday night. It is a copy of my insurance bill, showing clearly my name, address etc.

kalenak: The original bill I sent was too old according to your rep.

Alex: there is no note to say that it has been received

kalenak: I can resend it to YOU right now if you give me the correct email address.l

Alex: ....

Expired Link. Check out our Casino Bonus Forum for a list of current bonuses.

kalenak: You will get it shortly...should I hold on??

Alex: but we can not approve for you only cashier can

Alex: i can confirm receiving it for you though

kalenak: But that's what I was told last week. First they said the cashier left for the day, they they're not allowed to open my email...ad infinitum. I'm going to send it now...hang on.

Alex: cashier is not in the office now as it is 4 am here

Alex: but i will hold on and confirm we have received and i will then forward to them

kalenak: OK, I just sent it and in the subject line it says ATTN ALEX

Alex: ok just few moments please

kalenak: Thanks so much

Alex: i can see the e-mail but am unable to open the attached file to check it for you the cashier should be able to

kalenak: FYI Alex, this is same thing I was told last week, so I know you received it the first time. Should I resubmit the 450.00 for cashout. I don't know what there is left to do, because it seems like this is never-ending. But, I do appreciate that you checked for me.

Alex: you can re request the withdrawal but it will not be processed untill cashier approve the document

kalenak: Do I just keep checking in???

Alex: i would advise to cantact us in business hours and ensure cashier were able to open the document

kalenak: It seems you are 6 hrs ahead of us, so what are business hours.

Alex: it is 4 am here cashier will be in at 9

kalenak: I will try again. Thank you.

So.....this was my chat. This exact same thing occurred twice last week, so I'm really not making any progress. I don't get it. They have all of the correct documents.

**Moderator**

kalenak, I should hear back from the manager today. Just resend the document and ask them to forward it to a manager. Include an explantion of the problems you are having. Use the subject line "Manager Please help, URGENT".

**Moderator**

kalenak, I got a response, and the manager said they will work on it. Here is the email I received:

I’ll try and assist here, but I don’t really know what the problem is as all seems to be OK on the account as far as I can see. I will speak with cashier tomorrow and see what I can do to help. It looks like they just need to request the cashout again but that seems to have been done yesterday and declined today. There are no further notes on the account for me to work off.

Leave it with me and I will see what I can do.

I am sorry for the trouble, but I am sure you will get paid and I know they are not trying to give you the run around on a $450 cashout on purpose.

Posted:13.09.2011, 21:04

It's 10:23 CDT and I just got home from work, and checked my account. They reversed the cashout again and it's back in my casino account denied.
I'm really not a whiner, but this so disappoints. I have never sent my personal documents to any other casino, because , quite frankly, I didn't trust that THAT was a good idea. But the Club Group got such glowing reports, I thought that I would try.

Thanks so much for your checking. I will try to request a cashout again tonight, but I have little hope.

**Moderator**

kalenak, Cash it out now... why wait for tonight? My manager friend can not help if the withdrawal is not requested.

**Moderator**

kalenak, I just got this message:

Hi, this should be sorted now.

It seems the player confirmed their details for one of our other casinos but our cashier was looking for the details in Lucky Red. A case of crossed wires I believe.

The player has been contacted and is able to cashout now.

Posted:14.09.2011, 06:36

IF this works, I'll be dancing in the street. No one's contacted me yet, but I'll check again when I get home from work. Thanks for all of your help.