Lucky247 Casino - Account closure and winnings confiscated

RESOLVED
Mauriceking Canada
posted on April 1, 2015.

About a week ago I signed up to a new casino, lucky247. I deposited money and Over the next week won $2500. I then asked for a withdrawal. A day later my account was closed and all winnings void. They say it was because of a self exclusion and another online casino. I did self exclude from another casino site due to what I feel were unfair practises. However I did not self exclude from this casino, and at no point during the signup and week of play did I ever get a message that I couldn't play there. It wasn't until I wanted to withdrawal that it became an issue.

posted on April 6, 2015.

Hi,

Thank you for your post.

Your withdrawal request has been received successfully, however during the review process it was identified that your profile has been located on an exclusion database.

This was brought to our attention by our 3rd Party Risk Supplier, who performs our security checks whilst a withdrawal is in a pending period.

When information regarding details being found on said database comes to light, the casino has an obligation to lock the account and investigate.

At this point, we would like to make you aware that the request was one you would have initiated at another operator.

A select group of operators share certain information on this database and due to the nature of your admission, we may not allow such players to transact with us until such time that they are removed from this exclusion database.

If however, you believe have been rehabilitated, we will need a signed letter from you confirming this. We would then provide this to our 3rd party processor as a request on your behalf. This process may take up 48hrs to be completed.

Upon clearance, we will then be able to process your withdrawal.

Regards,

Lucky247 Casino

Mauriceking Canada
posted on April 6, 2015.

At this time I would like to make it clear I do not have a gambling problem. I self excluded because I felt the gaming practices were unfair at said casino. I then decided to play at your casino, which I managed to sign up, deposit, and win. It was not doing under false pretences, I gave all correct information and fairly won. I deserve to have my wothdraw processed. Can you please get in touch with me about what i need to sign in order to have my withdrawal approved. I have submitted all necessary documents you requested and I thought judging from the last email, I was receiving those winnings.

posted on April 7, 2015.

Hi,

Thank you for your post.

All future communications regarding the withdrawal will be sent to your email address registered on your gaming account.

Your query will be handled by the Call Centre Manager in the Support Team.

We thank you for your patience and understanding.

Regards,

Lucky247 Casino

Mauriceking Canada
posted on April 7, 2015.

Hello
I will reply to an email you send. I just feel frustrated because I am seeming to get nowhere. Over the weekend I was sent correspondence stating that my withdrawal would be processed once i send my verification documents. I did that. Then I get an email stating I needed to write a letter of rehabilitation. Nothing about the documents I sent, or if my withdrawal was going to be processed. I just feel I'm getting nowhere or any clear answers. I have sent many emails, with very slow response, if any at all.

Mauriceking Canada
posted on April 8, 2015.

So another day has passed and still no word on my withdrawal. I've sent letters, documents, and received an email back saying now they need to call me for verify my phone number. I replied and told them to call me now. 12 hours later no call. So I called them, and the operator said he couldn't help me. In some email it seems that I will be getting my withdrawal, and in others it seems i won't be. I would just like someone to email (or call) and help me with this.

AskGamblers
posted on April 11, 2015.

Any news?

Mauriceking Canada
posted on April 12, 2015.

I received a call today. They say I will get my withdrawal on monday. I will keep you posted once received.

posted on April 14, 2015.

Hi Maurice,

Thank you for bringing this to our attention, as discussed in an earlier email with you, the withdrawal is prior to your self exclusion request and will not be affected by your decision to stop gambling.
As mentioned in said email, your funds should reflect within 2-5 business days.

Please ignore any emails requesting further information from you, I apologize for the misinformation.
If you have any further queries regarding your withdrawal, you have my contact details :)

warm regards,
Bill
Shift Supervisor

Mauriceking Canada
posted on April 15, 2015.

Payment received! I have to say this is a up standing casino. A little slow replying to emails but I would recommend this casino as a trustworthy place to play.