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#1 Posted : Tuesday, June 23, 2020 4:05:50 PM(UTC)

Joined: 4/2/2016(UTC)
Posts: 1,624
Gambling Grumbles Report:

Ace Lucky Casino
"A now very happy player"
by Steve Russo
June 2020

On 16 June, Mike K of Finland sent us complaints about two casinos connected with (but not owned) by Progress Play. One was about Ace Lucky Casino, the other about Conquer Casino which is covered in a separate report.

In his initial complaint, Mike told us that "May 25th I deposited 2000€ through Neteller, and first won in Live Roulette and then played Live Black Jack - ending up with a balance of 7950€. The same day I requested a withdrawal for 3000€ which is their maximum withdrawal per week, leaving a balance of 4950€ which they have since then prevented me from even withdrawing by locking my accounts for withdrawals. The full amount of 7950€ is yet unpaid and currently there is no trace of any balance or any transactions for the withdrawals regarding this balance in my account history. Last weekend they asked for my bank account information, and I provided them with all the bank account details for the payment. None of the money however shows on my bank account either, while in their last e-mail they said: 'We are happy your withdrawals have been processed successfully through bank transfer.' When I asked them for details on the payments made to me, they have not responded. Usually all withdrawals from Casinos to my bank account show in a matter of a few hours at maximum".

One point should be noted here: unless a casino has told the player that it will not pay him (which is not the case here) Gambling Grumbles will not accept any player complaints unless two weeks have passed since he made the withdrawal and had not been paid. The reason is simple: in our experience, such complaints are generally worked out without our involvement. In Mike's case, the two week waiting period had been passed by a few days, so we did write to both casinos.

The casinos did not pay Mike via Neteller but rather through ecoPayz and, in the case of Ace Lucky Casino, the payment was dated 15 June -- a day before he wrote to us and we wrote to the casinos. ecoPayz simply did not notify him of it until 18 June.

On one hand, this dispute would have been settled with the help of Gambling Grumbles, but on the other hand, we are always happy to write a report in which nobody was at fault and the player has been paid.

Ace Lucky Casino is licensed in Malta

Ace Lucky Casino: Gambling Grumbles Report

Related links:
Gambling Grumbles
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