Lucky Days Casino Ontario - Povlačenje igrača je zaplenjeno zbog problema sa nalogom.

I won 13000 on Nov 20 and they asked for all of the documents. I kept sending the documents and they kept on insisting on my Scotia Bank account which was not used for my winnings it was my CIBC account. Than I noticed all these pre authorized withdrawals out of my account that were never approved or received. I went to the bank and we closed the account so no more money could be taken. Than they suspended my account because I reported the pre authorized withdrawals from someone called Trustly. I have Tennessee of emails customer service snapshots. Then they advised they will reimburse the 5600 that was withdrawn with out authorization but they are confiscating the 13000 because of the fraud. Now they are saying this funds from Nov 28- Dec 3 2024 were used when I won. I won the Money before that. They will not give me my transactions history and are with holding my money. They keep saying via email this is under investigation. I need help please. They should not get away with this!

King regards

Gurmiet

Dear Toadfrog1971,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we proceed with this complaint, could you please post the casino's website link here in this thread?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

https:

Still awaiting a response.

Gurmiet

Thank you for your reply, Toadfrog1971. I changed the casino.

Now back to your complaint. I am not sure I fully understand the issue.

• Could you please provide more information regarding the "pre-authorized" transactions?
• Do I understand correctly that the amount was Can$5,600? How does this relate to issues with this specific casino?

Please forward the most important communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear Toadfrog1971,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello I have sent an email to Kristina, luckydays.ca is withholding my 13000 winnings. I won that money and the kept asking for more docs statements ect. I ended up waiting and waiting. At one time they took the money as pending. Than credited it back to my Casino account. So I kept waiting and kept playing with my own money. I was enquiring about my winnings everyday. Than I noticed from Nov 28- Dec 3 2024 there were pre authorized debits withdrawn from my bank account. I questioned luck days and they kept denying it's was them. Than they blocked my account so I could not access my account. I sent an email to luckydays.ca desperate to get my winnings. Not knowing who had taken the money from my account. I finally went to the bank to I inquire who trustly was, I had the fraud department also looking into the withdrawals. Finally it was explained that when the casino asked for all my personal banking Info for my request for withdrawal of my 13000 they had my account info. At no time did I authorize pre authorized debits out of my account which equalled 5600. When I continually messaged emailed the casino. They said that they were confiscating my winnings as the 5600 was used by me for the money I won. Which is an utter lie. At no time was my Casino account credited the 5600. Plus I won the 13000 before the 28th and the money was taken. So there is no way that money was used for my winnings! Then they accessed my account that the fraud department has me put on hold worried they may try to withdrawal more money. My bank called to let me know that they accessed my account which was on hold. They said it was not for withdrawal but for a deposit. When I questioned the casino they said they were reimbursing the 5600. However they kept the 13000. Which is illegal. I have asked hundreds of times for my complete casino history which they have denied. They sent me withdrawals that have nothing to do with incident. In short they tried to steal money from my account. Than confiscated my winnings that I won even before the illegal withdrawals.

Please help

Gurmiet

Before we continue, I feel like I must clarify that Trustly is a payment provider, not "someone" with that name:

https://www.trustly.com/

Could you please let me know if you have any valid proof that these payments were deducted by the casino? How much money did you deposit into your casino account and which payment method did you use?

Furthermore, you have not provided the required communication between you and the casino.

Hello so the moneyvwas taken as pre authorized debits which I never approved. The way I paid was by e transfer through my debit. When I played I deposited money. No one has ever been authorized to take money from my account. Also yes I have lots of proof that the money was taken. The biggest problem is the issue they confiscated my winnings. I won that money before these pre authorized debits were taken. So why are they confiscating my winnings. I did nothing wrong

I have hundreds of messages emails and screenshots but can't send them all as it says attachments exceed amount allowed? So how can I send all of this proof??

I know they have stolen my money. How can they take my winnings? I won that money before these pre authorized debits were withdrawn from my bank account. It does not make sense and they are not providing me with my Casino account history because it would show that I won the money before the money was illegally taken. They reimbursed the 5600 the illegally took. Out of my 13000 dollar winning and kept the rest. How is that legal? They still owe me the 13000. They can not get away with this!!! Please help or tell me who can.

King regards Gurmiet

Please note you can share the most important supporting evidence via email. My email address is kristina.s@casino.guru.

Hello so I have yet again asked luckydays.ca to send me my compliant number. They are refusing to cooperate. They keep saying the case is closed. When it is now they are saying I won the money on Nov 30th 2024. I did not even game that day! They took the money and are telling me that they deposited into my gaming account. Is a lie. Please help

Gurmiet

Well, I checked the communication as well as the documents provided by the casino and their explanation of the situation. According to your game history, it seems that you made and played with these deposits. All Trustly deposits are marked in your game history (yellow rows) and it matches the deposit history. Here is an example:

I also see that the casino offered you a refund of the deposits. Could you please clarify if you agreed to it? If you did, was this refund received?

Yes they did refund the money they took from my account without my authorization. They never deposited that money into my Casino account. I played with my own money. That money was never deposited into my Casino account. I did not use the money Trustly took from my account! I won that money before this unauthorized withdrawal was made. They keep giving false transactions.

Also that's weird because I never played Nov 30 or Dec 1? That shows Trustly took my money. I would like them to provide complete gaming history. Not made up snippets. That's all made up. I have every transaction that has been made by me! I won the 13000 with my own money no credits from anyone.

Hello

Another thing why would they take money from my account in the first place? Then they are saying after illegally taking my money they credited it back? None of this makes sense.

We have thoroughly reviewed your case, and all transactions align with your game history. You have not provided any clear evidence that these deposits were "stolen" or left uncredited to your casino account. In fact, everything indicates that the funds were successfully credited, and you even accumulated winnings from these deposits.

It is possible that the transactions appeared on your bank statement later than expected due to processing times associated with third-party payment providers such as Trustly. However, this delay does not indicate that the casino took funds from you improperly.

Additionally, despite having no obligation to do so, the casino refunded the deposits you claimed were missing at your request. Given these facts, there is no indication of wrongdoing, and there is nothing further we can do to assist you in this matter.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.