RESOLVED - Juicy Stakes took my $5000

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Last post made 13 years ago by alfreed
alfreed
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  • alfreed
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  • I signed up at Juicy Stakes some time ago using the LCB link. I'd made a few deposits without winning, then on December 22 my luck would change -- or so it seeemed. I made a deposit of $300 and received a 100% bonus. The bonus was for slots play only.

    I played a bunch of different slots, and had a good run. Nearing the end of the wagering requirement, my balance was about $5000. I'd been playing Totem Quest for some time, when out of nowhere I get the following pop-up:



    My balance was zeroed out, even though I had at no point played any fixed odds or non-Casino games.

    I went to double check on the allowed games on the coupon and my balance of $4917 was still showing.



    Shortly after it was zeroed out too.

    It's now been 18 days and after multiple emails all they say is they've forwarded my email to the casino department.

    Unless this was an intentional act, it  doesn't take this long to sort out a simple problem like this. It should be very easy to confirm that I've not played any restricted games, and tell me that my balance will be reinstated.

    Even though I have a sneeking suspicion that this casino is blatantly stealing my money, I suppose I should give them the benefit of the doubt, and allow for the opportunity that this was some freak techincal error.

    Any chance of getting any assistance from LCB on this?

  • Hi alfreed,

    Can you pm me your username and I'll see if there is anything I can do to help.

    blue

  • Hi Alfreed, sorry for this Bad experience!!! I did read elsewhere that this casino isn't supported there because they should be rogue. But i found on theire websiten under terms and conditions this:
    The Sites are internet gaming sites and operate under a gaming license granted by the Government of Curaçao license to Cyberluck Curacao N.V. Any questions, complaints or matters pertaining to this licensee should be directed to licensing@cyberluck.com.

    in your case i would send an  email with every detail  about your problem to them: licensing@cyberluck.com
    they should help you:-) goodluck!!! josie

  • Thanks for the info jschaub.  

    I've sent an email to the casino.  If there is no response within a few days, I recommend using the above info from jschaub.

    blue

  • Hi Alfreed,

    I've received a response - I'm going to send you a copy of what they have written to me.

    I will say that they said "We regret the inconvenience this player has experienced regarding an obvious technical error in the Casino client."  I would say that looks like a good start to me.

    I'll send you the full email via pm.

    blue



  • I will say that they said "We regret the inconvenience this player has experienced regarding an obvious technical error in the Casino client."  I would say that looks like a good start to me.

    I'll send you the full email via pm.


    That does sound promising. At least it sounds like they're not deliberately trying to rip me off.
  • Indeed Alfreed.  Did you get the pm ok?

    blue

  • Wow, congrats on your big win!!!

    Hopefully it will all worked out and I am pretty sure it will.

    Thanks to blue for running an extra miles as always.

    My fingers are crossed,alfreed!!!  smiley

  • I'll say this. THIS is how a complaint should be addressed. I am sure that Alfreed (Internally) was screaming words that you can't say here, but he CALMLY got his ducks in a row and finally came here.

    Kudos to Blue for the quick action. Shows this site CAN do something for the gamblers when done wrong!


  • Indeed Alfreed.  Did you get the pm ok?

    blue


    Yes I got your PM. Thanks. Hopefully it will get sorted out.
  • Very true genenco and of course blue is always there to help,no matter what.She has helped me out more than once!!


    I'll say this. THIS is how a complaint should be addressed. I am sure that Alfreed (Internally) was screaming words that you can't say here, but he CALMLY got his ducks in a row and finally came here.

    Kudos to Blue for the quick action. Shows this site CAN do something for the gamblers when done wrong!
  • It's now been over a month and my money is still gone. Nothing new from the casino -- support just tells me they're still waiting for an update from the casino department. sad


  • It's now been over a month and my money is still gone. Nothing new from the casino -- support just tells me they're still waiting for an update from the casino department. sad


    Sounds like they're hoping you will just go away and give up. Keep emailing them and I would hope LCB is also getting involved more.


    OK, this is ready to send. Does anyone else wish to join me?

    Dear Sirs,


    As a member of LCB (Latest Casino Bonuses) I hereby announce I will NOT download or play at your casino due to another members non-payment of winnings.

    I also am encouraging others to email you and also not to download nor play at your casino. As far as it has become known to me, the member has done nothing wrong and yet, your casino refuses to pay or even contact them.

    This is unacceptable of a online casino who states they are honest and trustworthy. I have not seen any indication of such and would want you to make it right by this player.

    Failure to do so will show to others that you are not what you claim to be and surely will result with the withdrawl of other players.

    Please resolve this in a timely fashion.

    Thank you

  • I've asked the casino for an update.

    blue


  • I've asked the casino for an update.

    blue


    OK Blue I'll give it three days. Should be enough time.
  • You can add me to the list, Geneco

  • I received a reply:

    "Please be advised that we have requested an update about this case and we will be updating the player directly within the next 24 hours. "

    alfreed - please let us know if you receive an email from the casino within this time period.

    Thanks

    blue

  • I have received another (unprompted) reply.

    "We're still awaiting an update from our technical department. I will be in touch once we've an update. "

    blue


  • I received a reply:

    "Please be advised that we have requested an update about this case and we will be updating the player directly within the next 24 hours. "

    alfreed - please let us know if you receive an email from the casino within this time period.

    Thanks

    blue




    Thanks again, I will update you when/if I hear anything.

  • It's now been over a month and my money is still gone. Nothing new from the casino -- support just tells me they're still waiting for an update from the casino department. sad


    Simply ridiculous!!! Don't give up! Do everything you can to get YOUR money! And never play there again and make sure you post your experiences where it gets out to as many players as possible!
    Good luck!

  • [Thanks again, I will update you when/if I hear anything.



    Alfreed, anything? The troops are ready (I'll really start whipping them up soon. Get the boiling oil prepped and such...SJ you done with the catapults?"
  • I have received another umprompted response:

    "I am hoping to have an update for you soon. I'm sorry again for the delay.  "

    blue




  • Sounds like they're hoping you will just go away and give up. Keep emailing them and I would hope LCB is also getting involved more.


    OK, this is ready to send. Does anyone else wish to join me?




    Count me in, too!

    Maybe it would be usefull to give a direct reference to alfreed in this mail (e.g. his account name/number) to make them clear what the boycott mails are about..



  • Count me in, too!

    Maybe it would be usefull to give a direct reference to alfreed in this mail (e.g. his account name/number) to make them clear what the boycott mails are about..




    That would be helpful I suspect. Hmmmm...I don't think it would compromise the situation either. Blue? What is your opinion?

  • I guess it might help if you referred to the specific case - but rather than quoting username, why not quote topic link (which is the route that I took).  They will not discuss or respond to information regarding a specific case because their privacy policy will preclude them from doing so.

    blue

  • OK folks, it's ready and you can simply copy and paste it and SEND IT TO THEM!!

    Just imagine is this was YOUR money!!

    (Note: You may change it to suit your preferences. But PLEASE do not use obscene or vulgar language!)

    Email:  support@juicystakes.com




    Dear Sirs,


    As a member of LCB (Latest Casino Bonuses) I hereby announce I will NOT download or play at your casino due to another members non-payment of winnings. I have included this link, so that you may understand who I am referring to.

    https://lcb.org/onlinecasinobonusforum/casinos/juicy-stakes-took-my-$5000/

    I also am encouraging others to email you and also not to download nor play at your casino. As far as it has become known to me, the member has done nothing wrong and yet, your casino refuses to pay or even contact them.

    This is unacceptable of a online casino who states they are honest and trustworthy. I have not seen any indication of such and would want you to make it right by this player.

    Failure to do so will show to others that you are not what you claim to be and surely will result with the withdrawl of other players.

    Please resolve this in a timely fashion.

    Thank you

  • Good Idea Genenco. I stay loyal behind Alfreed and the others here. I think after i know what is happen with Alfreed i would never deposit there. so i did send them this:
    Dear Juicy Stakes Team my account is Lillepille and the most important reasons that why i  don’t deposit in your casino is this:

    Dear Sirs,


    As a member of LCB (Latest Casino Bonuses) I hereby announce I will NOT download or play at your casino due to another members non-payment of winnings. I have included this link, so that you may understand who I am referring to.

    https://lcb.org/onlinecasinobonusforum/casinos/juicy-stakes-took-my-$5000/

    I also am encouraging others to email you and also not to download nor play at your casino. As far as it has become known to me, the member has done nothing wrong and yet, your casino refuses to pay or even contact them.

    This is unacceptable of a online casino who states they are honest and trustworthy. I have not seen any indication of such and would want you to make it right by this player.

    Failure to do so will show to others that you are not what you claim to be and surely will result with the withdrawl of other players.

    Please resolve this in a timely fashion.

    Thank you


    I’m a memeber there for a long time and in my opinion is it a really bad way how you treat your Players in case of winning!!!!!
    And if you are not professional enough to resolve it you will loose a lot players like me!!!!! Please close my account now, thank you Jocelyne Schaub
    Hope it will work;-)

  • Love the response:

    Thank you for your email. Please be informed that we are still investigating in this matter and we are expecting to receive a clarification in this matter shortly. We have not received additional similar complaints and this player will be contacted as soon as possible.

    Please let us know if we can be of further assistance.
    Kind Regards,
    Mario

    JuicyStakes Support.

    Love that "We have not received additional similar complaints and this player will be contacted as soon as possible"

    Thought to myself "Give it 24 hours. You'll see more buddy"   laugh_out_loud



  • Hi all, this is the answer i got from them:
    Hello Jocelyne,
    Thank you for your email. The issue is currently being investigated with the player in question and as I'm sure you can understand, we cannot discuss account matters with other players. Rest assured though, we will reach a conclusion and the issue is not being ignored or forgotten about.
    Please let us know if we can be of further assistance. 
    Kind Regards,
    Geri.
    Juicy Stakes Poker

    PFFFFFFFFFFFFFFFF!!!!!!!!

  • at least they answered and kudos to genenco for the great idea i hope this works to get it resolved fingers crossed wink

  • Just out of curiosity: What did you write in the subject line?

    I labeled it - mild mannered as i am

    "LCB member - letter of concern".

    Wow, just received a reply referring to the case stating they could not discuss other players accounts. So we must at least have already got some attention.

  • I put in "Non-payment of winnings"

    I really hope many have written. This shows them that we are a community who supports the membership when we feel a wrong is being comitted, we'll let them know how we feel..Mainly with our money.

  • Hopefully they are working their socks off to resolve this problem.

    blue

  • Haven't checked in the last few days, but thank you all for your help and sympathy, it is really appreciated!

    I got an update from Juicy Stakes on the 27th, but unfortunately nothing really new:

    Our technicians are still looking into this issue I'm afraid. We're hoping it will not take much longer and I will be in touch as soon as I have an update.

    Please let us know if we can be of further assistance. 

    Kind Regards,

    Geri.

    Juicy Stakes Poker
  • That's BS frankly. I think they will continue to string this along. I will be emailing them again probably thursday. It has gone on WAY too long.

  • I chased up Juicy about 5 minutes ago and I got this reply:

    "Thank you for your email. I'm afraid the technicians in our casino department are still investigating exactly why the system performed in this way and we don't have a resolution just yet. I'm hoping it won't take much longer and I will be in touch as soon as I have more information. I'm very sorry for the delay.  "

    blue

  • Well, I checked with Rushmore, Tropica and Jackpot Capital.

    I asked them if or when a "Glitch" occured, how long would it take to trace and locate the incident and render a verdict.

    They responded "Anywhere from 24 hours to 2 weeks" So I am quite suspicious of this casino taking 3+ weeks....

  • I just emailed Juicy Stakes, reminding them of my concern for this. Nope, didn't use vulgar language but did remind them they only operate as long as they show they are honest and I haven't seen such yet.  >:D >:D

    I think another 2 weeks and then will ask Zuga to consider a removal of them if they haven't resolved this. It's been really way too long for an answer.  >:( >:(


    I again ask others to email and let them know you will also withhold money until this is resolved.

  • If these people were real, they would have acted now.

    When I started online gambling, it was with Cool Cat, a very well known rogue.

    Anyway, they responded in an individual way and actually paid me. It took 3 months and some calls to Nicaragua, but they paid me, but I didn`t know better then.

    As for these guys, just delete and forget about them.

  • I am afraid you may be correct rokko. I sent another email telling them this matter wasn't settled. The same "We cannot talk about it" BS. I got a final response to my queries about if this happened at others and it's pretty much the same. "From 24 hours to 2 weeks max" so I guess this casino is just ignoring it all waiting for it to go away.

  • I sent another (slightly stroppy) email and this is the response.

    "Thank you for your email. I understand your frustration. Our technicians believe they may have found the source of this error and we are hoping to have this issue resolved by the beginning of next week. I will be in touch as soon as I have an update. Thank you for your continued cooperation and patience. "

    I'm not holding my breath.

    blue


  • ... so I guess this casino is just ignoring it all waiting for it to go away.


    Unfortunately for them, I'm not the type to write this off. $5k is a lot of money.
  • Hi alfreed,

    plz PM me your casino user name.

    cheers
    Zuga

  • Ive emailed our casino contact. He is looking into this.

    Zuga

  • Just a quick update

    I was told there is a max cap on the bonus used in this case ( $300 ) and according to their terms and conditions the bonus itself is non cashable.

    They have also a predatory terms which states that the cash money is used first when wagering. This means once u spent your deposit on wagering then the bonus money kicks in.
    The predatory term here is that once you managed to clear the wagering you can only withdraw the max cap ( in this case $300) and nothing over it, so if you lost your deposit trying to meet the playthrough you basically are gonna get the even money because of this max cashout rule , and the deposit money is basically lost.

    However the casino representative acknowledged there was an error on casino part and i quote : " There was an error on the CTXM end that showed a transaction that didn’t actually occur (thus voiding the bonus)" .

    So basically the bonus was issued afterward and this $5000 amount was won of this bonus.

    They however claim they can withdraw only $300 ( coz of the max cap on bonus ), but Ive told them they should allow player to withdraw $600 ( original deposit plus the bonus winnings ) as it was an error on the casino software part.

    Either way the entire amount wont be eligible for the withdrawal being that their bonus terms clearly state the bonus restrictions.

    I'm yet to confirm the exact amount that is going to be paid ( $300 or $600 ).

    cheers
    Zuga

  • This is a bold faced lie. There was no max withdrawal term, that I am 100% sure of.

    Is the best lie they can come up with after a month and a half? Why did they not mention this before?

    BTW  am currently not able to log into my Juicy Stakes account, the login-field is missing...

  • Actually its not a lie. It is right there in their T&Cs :

    http://juicystakes.com/promotions/bonus-rules.aspx

    3. Bonus Codes and Coupon Codes are virtual money bonuses given to casino customers for promotional purposes only. Customers cannot withdraw the bonus money immediately after receiving it.

    5. Withdrawals of winnings earned from any Coupon Code or Bonus Code may not exceed the specific campaign limits and in any case $50. All remaining funds exceeding the $50 will be forfeited when cashing out

    alfreed  in your case you made $300 deposit meaning your campaign limit is $300 ( max cashout ).

    Ill keep you all update about the withdrawal.

    cheers
    Zuga

  • Those terms refer to no-deposit bonuses. If those applied to my deposit I would only be able to withdraw  $50, not $300.

    Deposit bonuses are referred to further down.

    This is the email I was sent:



    Note that there was no link to any special terms and conditions.

    These are their bonus terms and conditions:





    The terms were also on the coupon, which I posted in my original post. THERE WAS NO MAX WITHDRAWAL TERM. I am very careful about reading terms and conditions.

    Who in their right mind woud wager their deposit and bonus umpteen times only to be allowed to withdraw their deposit?

    You honestly think this is OK by the casino?

  • Funny how silent everyone here got.

    Got another email from the casino today. According to them, I would have been able to withdraw the bonus as well as my deposit if I had met the wagering requirement. Again, this does not fit with the terms you quoted Zuga, that the maximum that can be withdrawn is $50. Which supports my interpretation that those terms apply to no-deposit bonuses. Anything else is as you say predatory, and I would say downright fraudulent. Because the chance of coming out ahead is 0. No court would support Juicy Stakes in this case. This is not gambling, it's fraud.

    Back to the $300 bonus balance. Of course, bonus funds expire after 90 days. It's been (just) over 90 days since they took my balance. So I did not have the chance to complete the wagering requirement.

    Just a final spit in the face. They'er having a good ol' time over at Juicy Stakes, one excuse more ridiculous after another. It's like they don't even bother to come up with a anything resembling a good reason. They're trying to come up with the most ridiculous reason possible. For kicks. Because they don't think I can touch them. But we'll see about that.

    I don't really care about the measly bonus. The theft here is for $4700, not $300. It is so obvious that they set up to defraud me right at the start. This is the most blatant and ridiculous case of casino theft I have ever encountered.

  • I read the email you got alfreed. I agree that you were playing a "Match Bonus" which is 12X wagering. So I am agreed they're ripping you off totally.

    They are now on my "No play" list.

    Zuga, not being picky, but he was playing a "Match Bonus" which has different terms from what I can see. I do understand there's ND bonus and coupon Bonus, but also "Match Bonus" which he was playing.

    I really feel they're cheating Alfreed out of his money.

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