Desert Nights, Slots Capital, Box24, Black Diamond, Spartan Slots, Uptown Aces, Red Stag Casino, Fair Go, Uptown Pokies Support and Complaints Thread

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  • Hi everyone! I'm Ben, a casino rep happy to help and answer any questions you may have!

    Our brands include: 

    Desert Nights
    Slots Capital
    Box24
    Black Diamond
    Spartan Slots
    Uptown Aces
    Red Stag Casino
    Fair Go
    Uptown Pokies

    Please drop me a line anytime.

    Note: If you would like to check their old direct support thread, please go to the following LINK.

  • Welcome to LCB forum Ben! Thank you for being available to assist our members! heart

  • Welcome on board Ben. Thanks for joining our forum. smiley

  • Hi Ben - not a moderator just a fan of Red Stag and just wanted to say hello!

  • Hi Ben, welcome to LCB forum! smiley

  • Welcome, Ben! Glad to have you thumbs_up

  • Thanks for the kinds words! Look forward to turning any frowns upside down :) 

    Ben

  • Hi Ben my is Todd and the reason I started playing at slots Capital cuz I like rival games and depositing quite a bit probably too much LOL but I've come across a bit of an issue here because I first was told that my pay out of $1,990 was going to be avoided because of an over bet of $10 but I had made two deposits of $25 and $26 at 8:03 p.m. eastern time and 8:07p.m. eastern time respectfully that we're after my promotion that was called slots 277 had ended when I balance at zero at 8:01 p.m. that night and if you look at my transactions history my promotion the last one on July 8th lasted from 743 to 801pm I made two deposits and then on a $5 bet on the catsino game take a bonus and then I shot up from there to $2000.  I don't understand how this can happen but I'll send you the links to screenshots of my account transaction history.  Maybe you just look into it for me or do something for me I mean it sucks to have I mean I got $50 back I thought I played and I didn't even know if I should play it cuz I didn't want any more predatory sort of terms and services that mess anything up... but you know I got my hopes up

    https://drive.google.com/file/d/1YYBXqoIsBArGfHyJvbRrcxZqVy-wqaxs/view?usp=drivesdk

    https://drive.google.com/file/d/17YEG_PW4SToUO5deOsarGFIBF3jJRXzP/view?usp=drivesdk

    https://drive.google.com/file/d/1pM-4TeHzkAbZdGAU-N-142D4HVjbmc3s/view?usp=drivesdk

    you can clearly see that my bonus was attached to my deposit at 7:43 p.m. I had made two deposits if you going to promotions and into my account and search there is no more promotions after slots 277 that ended at 8:01 p.m. that night so I don't get it but I'm glad that you are on here

  • Hi Duckbray,

    Please provide me with your casino username so we can notify the casino rep and see if there is anything he can do for you. 

  • It's xxxduckettxxx .   They are trying to say a couple different things I hope you're able to click the link so I provided it shows that my bonus was completed and they don't 1 p.m. probably doesn't balance of zero or I meant playthrough I deposit two more times at 8 03 p.m. and 8:07 p.m.  you're saying my balance to blue dollar but the bonus is still active I don't understand that but me my transaction history I have direct proof that the bonus was complete the last promotion on that date or in my account was completed before I deposit it two more times.  I'll provide you any of my screenshots of my transactions you need

  • Thanks, Duckbray. The casino rep will be notified. Keep you posted. 

  • The casino rep forwarded your message to the relevant department. He'll let us know as soon as he gets the info. Please keep an eye on this topic. 

  • hello

    I won $100 at the RED STAG CASINO and my account was verified on the 21st of last Friday
    however it has been 7 days since my withdrawal is pending and whenever I contact them they just say they are working on it....

    I don't understand why payment is not made and I don't understand why they don't answer me.

  • Hello olessis34i,

    Could you please private message me your casino username and we'll contact the Casino Representative.

  • hello Sydney.

    I can't send you a message..this message appears

    ;;;HOURLY LIMIT REACHED, PLEASE TRY LATER;;;

  • Hello olessis34i,

    Hm, that's strange, in that case, you can leave it here on the forum.

  • Hello olessis34i,

    I've sent you a private message, could you please try to reply to me to that message?

  • Sydney wrote:

    Hello olessis34i,

    Could you please private message me your casino username and we'll contact the Casino Representative.

    sorry Sydney

    it is not possible to reply the message appears

    I answered an email for you..

    thanks

  • Hey olessis34i,

    In that case, please post your username here.

  • Sydney wrote:

    Hey olessis34i,

    In that case, please post your username here.

    super400 is my username

  • Hello  olessis34i,

    Thank you for providing us with your casino username. We'll get in touch with the Casino Representative and ask him to check what's going on with your withdrawal. We'll keep you updated.

  • Sydney wrote:

    Hello  olessis34i,

    Thank you for providing us with your casino username. We'll get in touch with the Casino Representative and ask him to check what's going on with your withdrawal. We'll keep you updated.

    thank you

  • Hi Oessis34i, 

    Your account was cleared by our Risk and Payments department 2 days. I was informed by our team that you 
    did contact us on 2 different occasions at night, but both chats were unfortunately disconnected.
    The good news is that your payment has already been processed :) 

    Best, 
    Ben

  • TotalAffiliate wrote:

    Hi Oessis34i,

    Your account was cleared by our Risk and Payments department 2 days. I was informed by our team that you
    did contact us on 2 different occasions at night, but both chats were unfortunately disconnected.
    The good news is that your payment has already been processed :)

    Best,
    Ben

    I actually received my payment ... thanks.

  • Hello olessis34i,

    We're glad to hear that. Thanks for letting us know!

  • Hi F4MP, 

    Please note that the attempted transactions have been declined because of a processing error. In order for the transaction to go through via card, the minimum amount will be 25. Alternatively, there is always the option of depositing via an online wallet.

    Ben

  • Hello dear forum casino red stag does not pay money with more than a week bullying in the chat I asked them to withdraw money even begged and they stole my money and do not answer my letters help please return my money

  • RS0664405172 user name

  • Hi birbi66,

    Thanks for sharing the account details with us. The casino rep will be notified and we'll let you know what the issue is. 

  • Hi there, 

    I'm sorry to hear you feel that way. I spoke with the brand manager and the team who showed me you have been in contact with them and answered all of your questions. I didn't see any form of bullying, but if you'd like to privately send me the chat I would be glad to look into it. 

    Regarding your withdrawal concern, as soon as you had completed the withdrawal verification, the cashout was processed inline with our regular time frame, and I can see a BTC cashout was sent on September 28th. 

    Congratulations on your winnings. 

    Ben

  • Hi,

    I played with a deposit bonus at desertnights casino ( I play there for many years ) and met all conditions for a pay out (I did check it at their cashier) . So I raised my bet size and was lucky. I wanted to cash out but the casino won´t pay me because I should break the max. bet rule. The casino says, that after fullfilling all conditions for paying out, it is not allowed to raise the bet. I play for over 20 years online casino but that bullshit I haven´t seen/heard before. Following the casino wrote me back:

    "The bonus does not become inactive when you have met the wagering requirements, it becomes inactive when you request a cash out.

    According to our records you have placed 194 wagers over the max bet of $6.50 before cashing out.

    75 in the amount of 12.00 on Lucky Labyrinth

    44 in the amount of 13.50 on The wicked Witches

    74 in the amount of 17.50 on Popping Piñatas SubGame

    Therefore your account has been adjusted in accordance with our max bet rule.

    Should you have any further queries please do not hesitate to contact customer support via live chat, email or our toll free numbers."

    Please give me some help.

    cheers

    schnuggi

  • Hi schnuggi,

    We'll notify the casino rep and hear his feedback. However, he can't do much if you broke max bet rule. 

    We'll keep you posted. 

  • hi Melissa,

    the point is that I did not break the max. bet rule: I raised my bets after fullfilling all conditions and reaching all wagerrequirements - (like I did always before in all casinos I played - also with desertnights casino - I play for over 20 years online casinos and know the rules), but the casino now says, that I´m allowed to pay out after meeting the wagerrequirements but NOT to raise my bets and go on playing with higher bets, and such a rule I never have seen before in any casino, did you?!?

  • Hi schnuggi,

    As far as I understood from the email the casino sent you, you simply raised bets to the amount you were not allowed to: According to our records you have placed 194 wagers over the max bet of $6.50 before cashing out.

    "The bonus does not become inactive when you have met the wagering requirements, it becomes inactive when you request a cash out. - which means that they cancelled your bonus when you requested a withdrawal because they checked your bets. 

  • hi Melissa,

    such a rule is not stated on their site - and by the way I have never seen such a rule before in any casino. When the wagerrequirements are met, usually it is allowed to raise the bets. I did a deposit for 50,00 and got 50,00 bonus, the wagerrequirements are 28 times deposit and bonus, so 2800,00. I made over 600 bets for 5,00 , so more than  3000,00 in total which is 200,00 above the conditions for the bonus. After that I raised my bets over 5,00, but at that moment all wagerrequirements were met for the bonus and that was stated at the cashier, which I did check ,too.

    Did you ever see a rule, where a cash out is allowed but not to raise the bet and keep on playing.

    In that case it would mean, that it is not allowed to play other games than slots after wagerrequirements were met. In every reputable casino (flycasino, omni casino, pokerstars, videoslots, mr. green, casinoroom,...) I do play, I´m allowed to raise the bets after meeting the wagerrequirents because the bonus is not active after that.

    cheers

    Thomas

    Rated:

    4/ 5

  • Hi schnuggi,

    Okay, let's wait for the casino rep's reply so he can tell us the T&C for this particular bonus you claimed. He has been informed. Hope we'll get the answer soon. 

  • Hi Melissa,

    following a screenshot of the terms of that particular bonus - and of their general bonus rules. Nothing is stated, that after meeting the wagerrequirements the bonus is still activ and that it is forbidden to raise bets or to play games, which were excluded before the requested wagerrequirements are met - and I have done it before in the same manner and never got problems.

    cheers

    Thomas

  • Thanks for sending this over, schnuggi. The casino rep is checking it with his team and he will reply to you here on the forum. I hope to hear from him soon. 

  • hi Melissa,

    I don´t think, that something will come back from them - the casino cancelled the withdrawal and transferred my 50,00 deposit to my account. I have played with deckmedia casinos over ten years and never got problems (all the years I managed playing with a bonus  in the same manner and always got my winnings, but now the casino is telling, that a bonus is still active even all conditions for a pay out are met - in my eyes it´s only a flimsy excuse for a big fraud and the casino should be black listed (like at the pogg and at askgamblers) !!

    cheers

    schnuggi (Thomas)

  • Hi schnuggi,

    We've sent a reminder to the casino rep regarding this issue. We still haven't got it. 

  • Hi Melissa,

    anything new about my issue ?

    cheers

    schnuggi

  • schnuggi wrote:

    Hi Melissa,

    anything new about my issue ?

    cheers

    schnuggi

    We got nothing from the casino rep. We provided them again with your account details but we still haven't got a reply. We're going to email them again. 

  • Hi schnuggi,

    The casino rep informed us that he is still waiting for the answers from his team. I don't know what's going on but we'll definitely remind them in a few days if we don't get the answer soon. 

  • Hi schnuggi,

    We finally got the final info about your case.

    “In checking the account the following was noted:

    Winnings are from payment in and deposit made on the 29th October, 2020:
    Deposit - EUR50
    Bonus - EUR100 - OASISBOOST – 100% Daily Slots bonus +EUR10 Free Reward - 34x (deposit+bonus) playthrough
    Amount needed in wagers to complete requirements – EUR150 x 34 = EUR5100
    Customer started to wager over the max bet on the 29/10/2020 12:23 – wagered EUR13.50 on The Wicked Witches.
    When the customer started to wager over the max bet allowed he only wagered EUR3425 towards the wagering requirements.
    Customer needed an additional EUR 1675 to complete the wagering requirements.

    In light of the above, his withdrawal was denied and winnings confiscated as he wagered over the max bet while the bonus was active.

    From what we were previously told the bonus does not become inactive unless the customer request a withdrawal or the balance goes below $1. However, this has no bearing on this customer as he wagered over the max bet before completing the requirements.”

  • Hi Melissa,

    as you can see the casino is lieing. I made a deposi of 50,00 and got 100,00 bonus for a 100% bonuscode - this is funny because I just got 50,00 bonus so all together it is 100,00 (my deposit of 50,00 and 50,00 bonus). The wagerrequirement for this bonus is 28 times the deposit plus bonus (as stated in their bonusrules - see the screenshot above!!), so in my case it was 2,800.00 in total. After these 2,800.00 I increased my bets but not before - so I was allowed to do so. But the casino is just looking for flimsy excuses and just want not to pay my winnings which I made in an honest way - but desert nights casino is not playing honestly and I hope that lcb will blacklisted this casino.

    cheers

    schnuggi

    Following a screenshot of my bonus history: The first line is the bonus I got:

  • Hi Melissa,

    as you can see the information from the casino are a big lie. lcb doesn't do anything else in this matter?

    cheers

    Thomas

  • We asked about the clarification on the wagering requirements and forwarded to them the promo you got from them. 

    Keep you posted. 

  • hi Melissa,

    did you anything hear from them ???

    cheers

    Thomas

  • schnuggi wrote:

    hi Melissa,

    did you anything hear from them ???

    cheers

    Thomas

    We sent a reminder. Haven't got any feedback yet. Keep you posted. 

  • Hello

    I need help with my Uptown Pokies account please.  Username:  cnk4ever

    After making 2 minimum $25 deposits as instructed on their promotion info page, I am told by one of their rep (Autumn) that my account  doesn't qualify for the 3rd bonus code.

    I know I DID NOT violate any terms and conditions and I am entitled to the 3rd code  EPIC100SANTA ($100 gift + 25 spins on top)  because I deposited with the first 2 codes EPICSANTA-1 and EPICSANTA-2.  I feel like I've been cheated and scammed.  Please help 

    Note:  I did cash out a measly amount both times on the 2 deposits I made but no where does it state that if I managed to withdraw with the deposit bonuses than that will disqualify my account for the free gift on the packaged deal.

    Thanks in advance

    CnK4EVER

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