Steps to follow when making a complaint

Hi LCB'ers,

Welcome to the LCB 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 has been 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 the casino's support team 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 casino's 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 in the LCB complaint section.

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

 

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

my username is: tkober

Hello, 

I have general question - is there any juridically approved laws that could help me with complaint? I mean sometimes it looks like casino is not afraid of any prosecution. It could not pay your win, ignore your requests, and so on. But if we would have any juridic reason to complaint - maybe the whole system will work better.

What do you think? Maybe something like this is already exists, so surely let me know, because now I think about going to bring an action in court against one casino that doesn't pay me. 

Thank you!

If you're talking about filing a lawsuit, technically you can do it, but there are many things you need to determine first and I don't think anyone would advise you to pursue the case on the court of law.

Is online gambling legal in your country?

Is your country allowed at the casino you're playing at?

When you registered the account, you agreed on their terms and conditions - if you breached the contract in any way, you don't really have a case

Does the casino have a valid gaming license?

If the casino is located outside of your jurisdiction you need to take the case to their courts which is a major hassle

If the casino is licensed you can file a complaint with the gambling authority that issues the license which might result in penalties for the casino, but you still won't get your money back

Casinos, especially established venues, have teams of lawyers you will have to face. Legal battles are expensive, you can end up losing much much more by the time it's over. 

This is just from the top of my head and scraping the surface. The smartest thing to do is seek a professional legal consultation, it shouldn't cost much, and then you will know all the facts and can decide what would be the best course of action for your situation.

Seems like usa players get the most run around