Sports And Casino, DuckyLuck Casino Support and Complaints Thread

Hello SideShowBob, 

Thank you for your explanation of your issue. We have contacted the department in charge so that they can look into your account and figure out what is going on. Once we have an answer for you, we will come back to you here and we will also request the department in charge to send you an email. 

Hello LCB Community,

I'm Viki, and I'm the Community Relations Manager at DuckyLuck. I wanted to address a concern raised by one of our valued players, SideShowBob, regarding his experience with our promotions and rewards system.

At DuckyLuck, we strive to provide a transparent and enjoyable gaming environment for all our players. We are grateful to SideShowBob for sharing his concerns, which not only helps us address his specific issues but also guides us in improving our service for everyone.

SideShowBob expressed disappointment with how some promotions were communicated and applied to his account. Specifically, he mentioned not receiving 25 free spins that were part of a promotion. Upon review, we found that there was indeed a misunderstanding on our part, and we have since credited the missing spins to SideShowBob's account. We apologize for this error and appreciate SideShowBob bringing it to our attention.

SideShowBob also mentioned concerns about his comp points not increasing. I'd like to clarify that the ability to accumulate comp points is dependent on the player's class within our rewards system. Currently, SideShowBob is in the Minted Mallard class, where comp point accumulation is not available. Only members of our Swanky Swan and Golden Goose classes are eligible for this benefit. We understand that this may have caused confusion, and we are committed to providing clearer information on our rewards program's benefits and criteria. For more detailed information, players can visit our rewards program page at DuckyLuck Rewards Program.

We also reviewed instances where promotions did not trigger due to not meeting specific terms. For example, our daily free spins require a minimum deposit of $25. SideShowBob's last deposit was slightly below this threshold, making it ineligible for the free spins. Additionally, our cashback rewards are designed to offer relief from losses and are credited only when the player has lost at the end of the day. Unfortunately, SideShowBob's balance did not meet this criteria at the required time.

We are actively working to improve our communication about these terms to ensure all our players have a clear understanding of how to fully benefit from our promotions.

We truly value our community's feedback as it is crucial for our ongoing efforts to enhance the gaming experience at DuckyLuck. We invite all our players to continue to share their thoughts and feedback, as it helps us serve you better.

Thank you, SideShowBob, and the entire LCB community, for your engagement and for helping us improve. We are here because of you, and we are committed to adjusting and refining our processes to ensure everyone at DuckyLuck has a positive and enjoyable experience.

Best regards,

Viki 

Community Relations Manager

They reached out to me and explained what happened and why, so I feel satisfied that my issues were resolved.  Thank you for your assistance as well 😀

Glad it has been sorted. We'll mark this case as Resolved. 

Hello

May I ask if you read my post? 

Hi Freoder32122,

We notified the casino rep about your post. She might missed it. 

Hello Freoder32122. 

We are sorry that you are going through this problem. Can you please provide us with your username so that we can help you? 

Hello Freoder32122,

I received your message. I have contacted the department in charge to review your account. Once I have an answer for you, I will come back. 

Thank you for your patience. 

Hello Freoder32122, 

Your account is fully verified. You should be able to make your withdrawal now. We apologize for the delay in the verification and we would like to thank you for your patience. Thank you for choosing us!

I want to file a complaint against Duckyluck Casino.

I played a bonus I got up over 3 grand, realizing that I would only be able to get $750, I requested a withdrawal. I decided to cancel so I could play some more and won more, cancelled it and kept playing with 500 at a time and made withdrawal..  finally knowing the limits are 5000 per week I requested 2 2500 withdrawals..  then I get email that I couldn’t have 5000 because I played a bonus. When I requested the original 750,  my credit was reduced to the 750 at that point the money should be mine, otherwise they should restore my full credit. I am so dismayed how unfair this is. 
I've done the same thing on previous wins/ withdrawals and it was fine. Why now? Seems they can change the rules at will. I emailed them my complaint but they have not responded. 

Hello Shelly5802,

If you would like us to assist you and contact the casino rep to check your account please send us your casino username via private message. 

Hello moderators,

DuckyLuck has just denied my winnings ($1800) based on some bogus claims.As per their email, I have violated this rule which they refuse to elaborate on.
"5.14 - DuckyLuck Online Casino reserves the right to confiscate any pending cash or balance in an account in the instance of:
*If the player is linked to any nefarious account activity such as cheating, playing as part of a syndicate, or utilizing software and systems to cheat the casino"

Would you be able to help me mediate this? My username is leonidaspif

Hello leonidaspif,

Thank you for providing us with your credentials, we're going to contact the casino representative and ask for more information on the case. As soon as we hear back we'll update you on this thread. 

Hello leonidaspif,

Thank you for the opportunity to address this issue. When a player requests withdrawals, besides making sure that the account is verified and in good standing we do review the gameplay to make sure that everything is legit. In your case, the department in charge discovered that you were parking your winnings. An explanation was sent to you, which I will be copying here:

"Dear,

I hope this email finds you well.

I am reaching out to inform you about a recent issue we noticed with your
gameplay activity at our casino.

Our gameplay records show that you parked winnings while playing with an
active bonus, left the game, then came back and retrieved them after your
bonus was complete to seemingly avoid the bonus terms. This is considered
“Free Spins Parking” and unfortunately considered bonus abuse. As a
result, your winnings from this activity have been denied.

As per our Terms and Conditions:
5.14 - DuckyLuck Online Casino reserves the right to confiscate any pending
cash or balance in an account in the instance of:
*If the player is linked to any nefarious account activity such as cheating,
playing as part of a syndicate, or utilizing software and systems to cheat
the casino. 

We understand that this may come as a surprise, but our team strictly
enforces our terms and conditions to ensure a fair and enjoyable gaming
experience for all players.

If you have any questions, please don't hesitate to contact our support
staff.

Kind Regards,

Shelby
Accounting
DuckyLuck"

You can, let us know if you have further questions, or reply to the email you were sent as well. 

Hello leonidaspif,

After a thorough explanation from the casino representative, we are inclined to close this complaint and mark it RESOLVED. 

Been trying for almost two months to get my winnings 350.71  from ducky luck first time there was a glitch an it put my withdrawled money back in game acct withdrew the same amount a second time an it's nothing but excuses from there reps told me to send on bank statements because they said it was paid then it's you should get it today then it's there is a issue with the processor that does bank wires every rep I talk to has a different excuse as to why I havnt been paid is there anybody that can help been ongoing since April an still have yet to receive my winnings 

Hello matt pieske,

Please send us your account username/ID via private message and we'll contact the casino rep to check your account and update us on the issue. 

Hello matt pieske,

We haven't received your username, if you would like us to try to assist you with your issue please send your casino username via private message.

Hello matt pieske,

Since we received no response from your side, we would need to close this complaint due to the submitter's inactivity.

Hello  matt pieske,

*************UPDATE***************

I was just informed that the payment was already sent. This is the Hash: f22e2fa7cd63ba511fd42f7850b81d413b7e56de15699251ef7b521a548a3054.

We were able to review your account. The bank was unable to find your account and returned  your payment. The payment was then returned to your account and we do show a new payment request done by you. I have requested the department in charge to expedite this payment. Once we receive an answer from them, we will come back to report it here. 

Thank you for the update OCSCasinoManager!