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?
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- Started by
- alfreed
- at Jan 09, 11, 08:06:59 AM
- Sr.Newbie 25
- last active 7 years ago
-
- Replied by
- jschaub
- at Jan 09, 11, 08:36:44 AM
- Full Member 215
- last active 7 years ago
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 -
- Replied by
- blueday
- at Jan 09, 11, 09:20:15 AM
- Almighty Member 38014
- last active 2 years ago
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 -
- Replied by
- alfreed
- at Jan 09, 11, 02:13:44 PM
- Sr.Newbie 25
- last active 7 years ago
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. -
- Replied by
- wnanhee
- at Jan 09, 11, 06:30:38 PM
- Superstar Member 5413
- last active 2 years ago
-
- Replied by
- genenco
- at Jan 09, 11, 06:46:25 PM
- Mighty! Member 3032
- last active 5 years ago
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! -
- Replied by
- bingocrazy48
- at Jan 10, 11, 05:23:58 PM
- Mighty! Member 3637
- last active 2 years ago
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!
-
- Replied by
- genenco
- at Jan 24, 11, 04:09:19 PM
- Mighty! Member 3032
- last active 5 years ago
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.
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
-
- Replied by
- blueday
- at Jan 25, 11, 01:56:43 AM
- Almighty Member 38014
- last active 2 years ago
-
- Replied by
- alfreed
- at Jan 25, 11, 11:42:07 AM
- Sr.Newbie 25
- last active 7 years ago
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. -
- Replied by
- BIGLEAN
- at Jan 25, 11, 03:32:31 PM
- Super Hero 1458
- last active 4 years ago
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.
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! -
- Replied by
- genenco
- at Jan 27, 11, 10:08:35 AM
- Mighty! Member 3032
- last active 5 years ago
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- Replied by
- rokko
- at Jan 27, 11, 05:03:31 PM
- Hero Member 575
- last active 6 years ago
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..
-
- Replied by
- genenco
- at Jan 27, 11, 05:33:00 PM
- Mighty! Member 3032
- last active 5 years ago
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?
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- Replied by
- blueday
- at Jan 28, 11, 04:35:15 AM
- Almighty Member 38014
- last active 2 years ago
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 -
- Replied by
- genenco
- at Jan 28, 11, 09:51:35 AM
- Mighty! Member 3032
- last active 5 years ago
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 -
- Replied by
- jschaub
- at Jan 28, 11, 10:35:13 AM
- Full Member 215
- last active 7 years ago
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;-) -
- Replied by
- genenco
- at Jan 28, 11, 11:22:35 AM
- Mighty! Member 3032
- last active 5 years ago
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" -
- Replied by
- jschaub
- at Jan 28, 11, 01:50:41 PM
- Full Member 215
- last active 7 years ago
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!!!!!!!! -
- Replied by
- rokko
- at Jan 28, 11, 05:28:50 PM
- Hero Member 575
- last active 6 years ago
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. -
- Replied by
- genenco
- at Jan 28, 11, 06:29:53 PM
- Mighty! Member 3032
- last active 5 years ago
-
- Replied by
- blueday
- at Jan 31, 11, 05:36:21 AM
- Almighty Member 38014
- last active 2 years ago
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 -
- Replied by
- genenco
- at Jan 31, 11, 10:14:54 AM
- Mighty! Member 3032
- last active 5 years ago
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.... -
- Replied by
- genenco
- at Feb 04, 11, 11:52:20 AM
- Mighty! Member 3032
- last active 5 years ago
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. -
- Replied by
- rokko
- at Feb 04, 11, 03:42:26 PM
- Hero Member 575
- last active 6 years ago
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. -
- Replied by
- genenco
- at Feb 05, 11, 12:02:10 AM
- Mighty! Member 3032
- last active 5 years ago
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.
-
- Replied by
- blueday
- at Feb 05, 11, 09:04:09 AM
- Almighty Member 38014
- last active 2 years ago
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 -
- Replied by
- zuga
- at Feb 10, 11, 11:50:25 AM
- Admin 8359
- last active 1 day ago
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 -
- Replied by
- alfreed
- at Feb 10, 11, 12:00:12 PM
- Sr.Newbie 25
- last active 7 years ago
-
- Replied by
- zuga
- at Feb 10, 11, 12:08:42 PM
- Admin 8359
- last active 1 day ago
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 -
- Replied by
- alfreed
- at Feb 10, 11, 12:21:05 PM
- Sr.Newbie 25
- last active 7 years ago
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? -
- Replied by
- alfreed
- at Feb 11, 11, 03:30:24 PM
- Sr.Newbie 25
- last active 7 years ago
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. -
- Replied by
- genenco
- at Feb 11, 11, 03:56:49 PM
- Mighty! Member 3032
- last active 5 years ago
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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