Terrible experience with light casino.

I never received my withdrawals two months ago. Turns out they use MONEYSEND for MasterCard withdrawals which my bank rejects. 

After emails back and forth with me sending transaction history, statements etc they asked for chargeback numbers from the bank. I got them and sent them. 2 weeks passed and light responded and asked for all the same stuff again! I said I had provided everything and then they reinstated my Balance finally (€700 euro) to my light account. I then requested a €20 euro withdrawal via bank transfer to test this.

Monday morning arrives and I get an email saying they have locked my account and have asked for all my statements AGAIN! They also threatened me and told me numerous times creating a post about this on here or casino guru was against their ts and cs!

Dear Jon,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you been offered any alternative payment method to withdraw your winnings? Please understand, that a variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers and bank restrictions, all have a major influence.

Have you succeeded with partial bank transfer withdrawal? Do I understand it correctly you’re your account has been blocked and you can’t access it anymore?

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

Best regards,

Petronela

Hello,

On Friday after two months they finally reinstated my balance to my casino account (This was two weeks after I had provided the chargeback numbers from my bank for each withdrawal and well over a month after I had provided my bank statements and screen shots of my bank).

On Friday I attempted a €20 withdrawals via transfer and insisted they do not use MONEYSEND. They responded by telling me to try ecopayz and Skrill or neteller. I do not have these and will not be getting them. So i insisted again oh transfer.

Then this morning - Monday - They sent an email asking for 3 months worth of bank statements and locked my account until I provided them. I have already provided these in relation to the missing withdrawals a few times. I was also KYC verified months ago and got casino grounds involved who helped with this.

They also threatens me not to post this on casino guru or any site as said it is against their Ts and Cs. I have evidence of all of this.

Jonathan

Thank you very much Jon for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I would like to invite LightCasino to join this case and explain the long lasting verification/withdrawal process of the player.

Dear Player,

Thank you for your prompt response.

We understand and value your opinion and would like to clarify some details in regards to your points.

Please note, that we are strictly guided by our Terms and Conditions, and according to Point 7.11 we are kindly asking you to create an E-Wallet of your choice and request a withdrawal using it. Unfortunately, we are not able to process the payment via your chosen payment system. We do our best to accommodate players in terms of the payment system, however, sometimes, we will have to work with a different payment system while making sure the withdrawals are processed as efficiently as possible.

Moreover, we would like to highlight that we will process the whole amount at once as soon as we receive the payment data.

We hope the above clarifies the situation and we will be happy to assist you as soon as we receive a reply.

Sincerely,

Light Casino Customer Support Team

Hello,

I do not have an ewallet and I will not be getting one due to the fees and do not trust them.

I have requested a €20 euro withdrawal via bank transfer as this is not processed via MONEYSEND. Can you confirm this will be processed? Your parent company tranello has no issue processing withdrawals back to my account via this method.

Jon

Light Casino, is there any other possible way to execute the player's withdrawal request without the e-wallet?

Dear Player,

Thank you for the fast response.

Please be kindly informed, that due to technical possibility we are ready to proceed with withdrawal only to E-wallets. Let us to highlight, that we do understand your position and strictly guided by our Terms and Conditions, we are kindly asking to create an E-Wallet and request a withdrawal using it. Once we receive the payment data, we will be more than happy to pay the whole balance.

We hope the above clarifies the situation and we will be happy to assist you as soon as we receive a reply.

Sincerely,

Light Casino Customer Support Team

Hello,

No I am not creating an ewallet as do not trust them and do not want the fees.

Your parent company Tranello processes withdrawals to my card and via transfer no issue so I do not understand why you cannot send me my money via bank transfer.

Please respond to one of my emails and we can sort transferring the balance to one of my tranello accounts and I will withdraw there.

J

Dear Jon,

If you refuse to cooperate, I’m afraid I will be forced to reject your complaint us unjustified.

Dear Nick,

Please adjust your attitude.

I am not refusing to cooperate. I am not getting a skrill account as I do not agree with their business practices or fees.

I have requested my withdrawal via bank transfer. Tranello group casinos have no issue processing this to my bank. I have also offered the casino the option of transferring my balance to another account so I can withdraw via one of those accounts.

It is the casino who is not cooperating. NOT ME!

Do not offend me again.

Dear Jon,

We absolutely didn't mean to offend you in any way. However, the player should always read the casino's terms carefully and inform themselves about deposit and withdrawal options. If you would be aware of withdrawal options before depositing money here, you wouldn't even play in this casino. The casino can't just change their terms and deposit/withdrawal options in a favor for just one player.

What are you talking about?

I deposited with my mastercard, I withdrew to my MasterCard, the casino changed their payment processor and the money was rejected by my bank. I requested the money via bank transfer as an alternative method (all the casinos in their parent group process withdrawals via this method fine). I have also offered them to send the balance to one of my other accounts in their parent group for me to withdraw.

They have many options to process my withdrawal.

Jon

Dear Jon,

Is there any communication between you and the casino at the moment? Did the casino gave you any other withdrawal option since then or recommended you how to withdraw your money?

Hello,

Nope light casino are awful and continue to ignore my emails.

Against my better judgement I have signed up to Skrill and requested a withdrawal via that method.

Dear Casino Guru,

We are delighted to confirm that all withdrawals in the total amount of 720 EUR have been processed from our side and the player has been accordingly notified via email by our KYC team.

Currently, the player does not have any more pending withdrawals.

Once again we do thank the player both for the cooperation and patience, furthermore, we do apologize for any inconvenience caused due to the technical aspect of the payments.

We hope the case can now be considered as closed for all parties involved, of course, upon confirmation by the player himself.

Kind regards,

LightCasino Customer Support Team

Dear Jon,

Please let us know when you will receive your money.

I will extend the timer of the complaint by 7 days. If we won't receive answer from you we will reject the complaint.

We are now rejecting the complaint because the player didn't respond to our message.