Lucky247 Casino - Unjustified Confiscation of Funds

RESOLVED
posted on April 16, 2015.

Dispute:
Hi, I have played with many casinos and recently have deposited a amount of $200 into "Lucky247 Casino"

I was given a 100% match bonus (automatically placed into my account) so this gave me $400 to play with. I was then playing for hours enjoying my play time. i came to end pf my funds with $40 (roughly remaining) which them i raised my bet to $6 from $3 on a game called "Immortal Romance" and hit a nice big win. I played for a couple of hours and by this time fairy played through the deposit bonus wager. I was then able to cash out my winnings as it had no bonus money anymore just my cash balance of $3002

I then had to provide all documentation which was done on the same day. I had to contact them numerous amount of times to see what was the status of my withdrawal. I got time by Phillip from lucky247 that my $3002 would be in my banking account within 24 to 48 hours.

I waited to only be disappointed again. I had to then ring and see what happened with my funds as still nothing was made. It finally came to the next month on the 9th of april i received a amount of $1200 in my bank account. I wondered why my $1800 was missing, so i logged in and it showed me that i had $1800 to play which was placed back in as cash balance not bonus as this is the money i had won and risked. I then rang lucky 247 and spoke to phillip, he stated to me there must of been a error and to just withdrawl the remaining amount $1800 and that should be in my account soon. I then gave this 7 days and spoke to something tonight in regards to the funds missing.
I spoke to a staff member called Emil. He stated to me he had no idea what has happened and that he would get in contact with the financial department and contact back within the hour. I got no call back so i rang 3 hours later. He then stated, "your funds have been confiscated"i then got so upset i couldn't help myself but to call these people a rip off and misleading scammers. I played my hard earned money and wagered the amount of bonus money applied to my account, which wasn't even requested to begin with. I then said ill take this further. I have been told that all phone recordings have been recorded and this was stated by the staff member "Emil".

I asked Emile to provide me with a manager or supervisor and he stated he was the only person on duty. No other floor staff at all.

I have never been so misleaded in my life, i played my $200 and wagered the right amount of money. This means i could of played for hours maybe even win the million dollar jackpot to then be told, sorry its been confiscated after someone else told me its gonna be all in my account within 24 to 48 hours. This is just unheard of and disgusting. To top it all off, they played the $1800 in my cash balance to play, but instead i wanted it out so did it for a second time.

I got told finally tonight it was casino management decision. I'am horrified to deposit at any casino ever again. I request my $1800 as the terms and conditions cleary are misleading and don't make it clear enough to even understand what is going on. First of all, on there mobile version its also different.

I got told after all this and why it got confiscated was due to management decision. Terms and Condition 7.6
How could this be possible, that is sickening to the slightest.

Please, i would like help in getting my fairy played money and winnings. This has left a ton of stress on me and would like the money to be paid. I won it fair and square. I risked it fair and square. I got told i would get ALL funds to my account within 24 to 48 hours. This is false and was lied to.

Phone Recordings from the 31st of March to the 14th of April should be heard and listened to. Conversations were made where Cleary it was Stated that my remaining funds of $1800 would reflect into my account within 24 to 48 hours. The lady I spoke to in regards to the first withdraw of $3002 told me Cleary, "All funds have been paid, no need to worry, it's been processed into your selected bank"

The decision was made discreetly by casino management as a single decision to confiscate. I challenge this with:

Told by two staff members "$3002 was already processed and put into my account"

No calls back from lucky247 (not once)

1 email stating of my withdraw of $3002 and then a second once the $1800 got put back into my cash balance to be playable and instead, of course, withdrew the money again as I got told by Phillip, just withdraw again and was told by another staff member that the actual funds have already been processed into my bank and status is "Complete"

I would like to stress that, voice recording from the 31st of May should be heard. (Each time I called, not the casino as they did not worry when or where my funds were)

I am disgusted and frustrated to say the least.

This complaint has been provided to the following "eCOGRA - eCommerce and Online Gaming Regulation and Assurance"

"Askgamblers"


Regards

Ivica *************

AskGamblers
posted on April 20, 2015.

Dear @ivimec,
Any update considering your complaint? Thank you.

posted on April 20, 2015.

Hey,
Nothing. not even a email or a return phone call. Worst eperience of my life.

posted on April 22, 2015.

Hi Ivica,

Thank you for contacting us.
I have had a look into your query as well as listened to the calls with yourself, Phillip and Emile.
Regarding your conversation with Phillip, I do apologise for the misinformation you received. I can understand how this will have appeared in that the funds were in your account and not confiscated as it should have been. This will be addressed internally, as the incorrect information was disclosed to you when you called.
A player’s withdrawal requests here at Lucky247 is subject to routine casino checks as well as the casinos general terms and conditions.
We in this instance refer to our term:
Where a sign-up Bonus has been credited to you, and after meeting all wagering requirements, you will be limited to a maximum withdrawal value of 6 times your first deposit amount and any remaining balance will be forfeited. This clause will only be applied at the discretion of casino management. All progressive wins are exempt from this clause.
The amount of 1800 was credited to your gaming account in error and as a result, when you called Phillip, this is where the miscommunication came in. Our finance team was to confiscate this balance. After routine checks which they conduct both before and after, they picked up this discrepancy and immediately rectified the error. Further to this, in your conversation, you mention that it was our mistake to have credited to you and by definition; you are entitled to these funds. I’m afraid despite the error on our part to provide you with the correct information, our terms and conditions apply, we do reserve the right to correct it and this in no way entitles to you to receive said funds. We refer to our terms of service regarding loss:
To Play Central (Ltd) shall not be liable to You or any third party in contract, tort, negligence, or otherwise, for any loss or damage whatsoever arising from or in any way connected with Your, or any third parties’ use of the Software or the Services, whether direct or indirect, including, without limitation, damage for loss of business, loss of profits (including loss of or failure to receive anticipated winnings), business interruption, loss of business information, or any other pecuniary or consequential loss (even where we have been notified by You of the possibility of such loss or damage).
We trust our response to you concludes your query and further clarifies the reason you received $1200 of the withdrawn funds.
You have advised us that you have forwarded your complaint to eCOGRA, we will respond as soon as the complaint comes through.

Warm regards,
Lucky247 Support

posted on April 23, 2015.

" This clause will only be applied at the discretion of casino management. "
So in a quick response to your email Lucky247, seeing as you have not left a name. You guys are nothing but misleading, lying bunch of crooks. You gladly take peoples money nice and easy, but when it comes to a player winning some money fair and square, you use a sneaky terms and condition that only applies if the management decide too. In who's right mind would want to sign up and play here when clearly in the terms and condition, you can go ahead and take anyones winnings for no reason at all. I honestly do not understand how you people could get away with it. Thieves to say the least. Iv'e asked for mangement several times and no once have i been contacted.

I was not told only by phillip, but i also was told by a female staff member which the name i don't recall. This is why i stated to refer to all voice recording from the 31st. As i an see it doesn't matter what i got told. How my funds were processed $3002, or when i got told "Don't worry Ivica, you have won money and we always pay out our winners. You in fact YOU are a winner and what i see is $3002 processed, and be sure to check your bank within 24 to 48 hours."
absolutely disgusting, along with everything else that was said and done to me by Lucky247. Nothing short of a clear scam. Keep clear from these people, you will not see your money. I hope no-one ever has to go through this. These people are nothing but liars. I'm sure they will do it to many more of you so better keep clear and go to Spin palace or Jackpot city, they never take your winnings even if you have a first match bonus people.


Thanks AskGamblers to let me get my complaint out, i have put this matter forward to ECOGRA.

AskGamblers
posted on April 23, 2015.

We believe that Lucky247 Casino acted according to their Terms&Conditions in this situation. Term 7.6 from their terms /http:­//w­ww.l­uc­ky2­47.c­om­/te­rms­-an­d-c­ond­itions/ is eloquent enough - "Where a sign-up Bonus has been credited to you, and after meeting all wagering requirements, you will be limited to a maximum withdrawal value of 6 times your first deposit amount and any remaining balance will be forfeited. This clause will only be applied at the discretion of casino management. All progressive wins are exempt from this clause."

Now, whether such term is fair or not is not a matter which we could discuss during the complaint process. It is player's obligation to read carefully all terms and conditions applied by particular online casino before joining and playing there.

Since player has already addressed the same issue to eCOGRA, we would gladly wait for their decision and consider further actions if they come out with different resolution.

We consider this case as officially closed.