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Ruling

Resolved - After a long conversation with LuckyVIP casino they have reached out to this player directly who has informed us that the resolution offered to them is acceptable.

Read our LuckyVIP Casino Review.

Player's Complaint

Hi The Pogg, I am unsatisfied with the way DAUB run their Casinos in general, firstly withdrawals are stuck pending for far too long and when speaking to live chat to 'lock' a withdrawal they said they couldn't do that. Secondly players are unable to set any sort of limits themselves and have to either send an email or contact chat in order to do so. I am someone who likes to gamble but must have my limits set. I have now spent far beyond my budget and reversed a withdrawal due to the fact that there was no option for me to set a deposit limit/loss lmit/stake limit, nor lock my withdrawal. When i wanted to do so i was unable to get through to a member of live support. Other such terms i feel are unfair to players such as first and sencond deposit bonuses wherby even if you deposit £200 of your own money the max cashout convertable money after wagering is £500! I have asked my account to be closed permantely but feel like i should mention these practises as they are well below most other casinos i use. I'd like to hear your thoughts. Regards

[EDIT]

9 Responses

Hi nickuk911 - welcome to ThePOGG.com!

For the most part what you describe is entirely up to the operator's internal policies:

- Whether or not they offer the option to 'lock' withdrawals isn't something we take a position on. That's up to the operator. If you were worried about reversing this withdrawal you could simply ask for a time out to be applied to your account to prevent further play until the withdrawal had been paid which has the same fundamental impact.

- Likewise, providing an automated tool for the deposit limits that you mention is not a requirement of the UKGC license. Deposit Limits are something that the operator can choose to offer in a variety of ways. That this operator chooses to do so via their support service is their internal policy.

- While Live Chat may not be online 24/7, there are two phone numbers both of which are actively advertised as being available 24/7.

Finally with regard to playing with a bonus, as with all bonuses you'll find that they come with associated terms and conditions. In this case this term is taken into consideration in the bonus reports for all of this group - https://thepogg.com/welcome-bonus/lucky-vip/ - and generally results in their bonuses being rated lower than other groups. While I'm not massively fond of win caps of this nature myself, as long as they are clear and taken into consideration when valuing a bonus this isn't particularly problematic in of itself.

All I can suggest is that if you do not like the policies at LuckyVIP and the Daub Alderney group that you consider playing elsewhere.

One final suggestion, if you feel you're struggling to control your gambling I'd suggest downloading BetBlocker. This is a free tool that we have put together that should allow you to restrict yourself from accessing gambling service for varying lengths of time between 24h and 5 years.

Thanks,

ThePOGG

Well thanks for the response, i have requested a self exclusuion from the site yesterday but as of now am still able to log in and deposit. Not a good experience overall .

Hi nickuk911,

That would be more concerning depending on the exact time of the request. At what time did you make your self-exclusion request? Do you have any record of the request?

Thanks,

ThePOGG

I made the request at 01.32am on Wednesday morning, it has now been closed after i recieved an email at 15.02 the following day by which time i had deposited again, they pointed me towards being able to set a limit with live chat, i.e didn't close the account until i responded again to say i wanted a to close it for the maximum term.

Hi nickuk911,

Can you forward all communication you've had with the operator on to [email protected]?

Thanks,

ThePOGG

Hi nickuk911,

I'm informed that LuckyVIP should be reaching out to you shortly. We would appreciate it if you could confirm when that happens and what is said.

Thanks,

ThePOGG

Hi nickuk911,

Thanks for your email. Please leave it a week and if you still haven't heard from LuckyVIP let us know.

For future reference, please only communicate with us about your complaint via this thread or [email protected]. Any other communications have to be immediately deleted to ensure your data is protected and we adhere to our Privacy Policy.

Thanks,

ThePOGG

Hi nickuk911,

Have you heard from LuckyVIP?

Thanks,

ThePOGG

Hi nickuk911,

Thanks for letting us know that this issue have been resolved - it is appreciated!

ThePOGG

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