Lucky247 Casino - Confiscated Winnings Without Any Explanation

RESOLVED
gambler1 United Kingdom
posted on September 5, 2015.

On the 31st of August, I opened an account and deposited £300 cash into it. Upon doing so, I was given a £250 'welcome bonus'

I carefully read all of the terms and conditions and made sure I was not breaking any of them. I got lucky and after completing the wagering completely by playing slots my balance was around £3500, which I requested a withdrawal.

I was asked for ID which I sent a pdf of my bank statement and also a copy of my passport.
I was told they couldn't accept online statements, so I scanned another recent statement I get by post and sent that too.
I was then told they couldn't accept this with the account number showing and to block it out and resend. I did as asked once again and then heard nothing from them. Assuming all was okay.

This morning 5th September I logged in my account to see my transaction showing as 'processed' but my balance £550. Upon clicking the withdrawal and looking further it showed they had returned £550 to me but confiscated almost £3000 of my winnings. After asking live chat why this was I was told I had 'irregular' playing patterns and this means they can confiscate.

They have returned my deposit plus the £250 welcome bonus so as quoted by them ' I can try again ' ?!!? Try again? What if I win again, they will just not pay still? If I lose, that is okay though.

I have had no correspondance informing me of this or any reasons why, I was only told when I asked live chat.

I attach the screenshot which mentions bonus abuse, non of which I did. I didn't do evens bets, no risk bets, I didn't bet more than 20% of my bonus. This would allow me to bet £50 spins. I did £10 spins and when I got lucky and won some I changed these to £20 spins (both fall WELL BELOW the 20% limit). I could quite easily have lost my entire balance during the wagering requirement.

Please also note, that whilst waiting for my withdrawal I have deposited and lost £1200 playing in the same manner, but this isn't classed as 'irregular' play, because I lost I guess?

posted on September 7, 2015.

Hi Susan,


Thank you for your post.

Kindly be advised that your withdrawal was reviewed against our terms and conditions, please see excerpt below:

Irregular Betting

10.3 Before any withdrawals are processed, your play will be reviewed for any irregular playing patterns. In the interests of fair gaming, the following shall be deemed to be irregular betting for the purposes of this clause:
(a) equal, zero or low margin bets;
(b) hedge betting.

10.4 The following shall be deemed irregular betting for bonus play-through requirement purposes
(a) if a player has an active bonus and moves after winning from low weighted games like table games, to high weighted games like slots (or first bets high and then low with a stake not in proportion to the balance) for the sole purpose of completing wagering requirements;
(b) moving from a low weighted game to a high weighted game after large wins for the purpose of clearing wagering requirements

10.5 Other examples of irregular betting include, but are not limited to:
(a) placing single bets equal to or in excess of 20% or more of the value of the bonus credited to their account until such time as the wagering requirements for that bonus have been met;
(b) if a Player places at least one bet on any game weighted at 25% or less, win 100% more than his/her stake and moves his/her original stake and winnings to a game weighted at 100% in order to meet wagering requirements.

Upon review of your gameplay, we found that you had indeed engaged in irregular betting patterns.
Whereby you moved from large wagers to low wagers after a large win in order to meet wagering requirements.

We hope this post finds you well.

Warm regards,
Lucky247 Casino Support

gambler1 United Kingdom
posted on September 7, 2015.

Thank you for the reply. However what you state is incorrect.

I didn't bet more than 20% at any point, nor did I play and have a large win and reduce my stake size. Infact, when my balance had increased after a large win, I decided to gamble more and increase my bet size. This is not irregular nor does it break any of the above terms.

I also played slots the whole way through so never played any low weighted games to then move to ones counting 100%. I consistantly played slots and there was nothing irregular about it.

I would appreciate you sending me the money you owe and have taken unfairly.

posted on September 10, 2015.

hi Susan,

Thank you for your post.

We have responded to you via email with our findings, please refer to it regarding the above.

regards,
Lucky247 Casino Support

gambler1 United Kingdom
posted on September 11, 2015.

Thank you for you reply.

For the record, Lucky247's email to me contained a breakdown of gameplay. This shows me playing
1. Loaded Slot at £10 spins
2. Osbournes Slot at £20 spins
3. Bridesmaids Slot at £14 spins

Please note that these games have different line amounts, different staking etc and Lucky247 are still yet to point out to me which of there above quoted terms I have meant to have broken.

As per there own terms quoted above:

10.4 The following shall be deemed irregular betting for bonus play-through requirement purposes
(a) if a player has an active bonus and moves after winning from low weighted games like table games, to high weighted games like slots (or first bets high and then low with a stake not in proportion to the balance) for the sole purpose of completing wagering
requirements;

"This refers to weightings of games, I played Slots throughout as per above so this term has not been broken."

(b) moving from a low weighted game to a high weighted game after large wins for the purpose of clearing wagering requirements

"Again, I never swapped weighted games and played slots throughout"

10.5 Other examples of irregular betting include, but are not limited to:
(a) placing single bets equal to or in excess of 20% or more of the value of the bonus credited to their account until such time as the wagering requirements for that bonus have been met;

"My deposit amount was £250, so 20% of this is £50.... £10/20/14 stakes fall well below this term"

(b) if a Player places at least one bet on any game weighted at 25% or less, win 100% more than his/her stake and moves his/her original stake and winnings to a game weighted at 100% in order to meet wagering requirements.

"This term again refers to playing low weighted games such as Roulette and Blackjack to hit a win more than 100% then moving on to a 100% weighted game such as slots. As mentioned, I played slots throughout, so again, no term has been broken here"

My wagers were never low, £10/20 and £14 slot spins cannot be considered irregular play.

I trust this covers all of your points Lucky247 and you will now reinstate my fairly won winnings and send them to me.

Kind Regards

posted on September 14, 2015.

hi Susan,


Thank you for your post.

As mentioned in your earlier post, we deem irregular gameplay as where a player first bets high then low for the sole purpose of meeting wagering requirements.

In our email to you, we outlined where you at the time, wagered 20 credits per spins, during this time, the bonuses wagering requirements was still applicable. After a large win, you moved immediately to a lower wager, to sum this up, you reduced your stake to 14 credits per spin in order to meet wagering requirements. of the bonuses issued.

As stated in our terms of the excerpt you provided:
"or first bets high and then low with a stake not in proportion to the balance) for the sole purpose of completing wagering
requirements"

Unfortunately, due to the breach of the terms, the withdrawal has been confiscated and our policy in this instance is always to be fair by giving the player another opportunity to play within the confines of our terms and conditions.

We trust this post will find you well.

warm regards,
Lucky247 Casino Support

gambler1 United Kingdom
posted on September 14, 2015.

Thanks for the reply.

You have infact only part quoted a term in the above reply though, below is the full term. Which is referring to players playing LOW WEIGHTED games such as table games and MOVING to higher weighted games.

This is not something I did I played slots throughout. The part of the term you quote, refers to betting high on low weighted games to gain a big win and then lowering stake size to take advantage for wagering requirements. You have delibrately part quoted this away from the full context.

(a) if a player has an active bonus and moves after winning from low weighted games like table games, to high weighted games like slots (or first bets high and then low with a stake not in proportion to the balance) for the sole purpose of completing wagering requirements;

£10 / £20 and £14 Slot spins, are not betting low by any means, and your terms no where state what you class as 'low' so again, no term has been broken, it is not as though I was playing 20pence spins, There was a high chance I could lose my balance betting on the stakes I did (And over the following days I did infact go on to lose £1200 with you)

As mentioned. I have broken absolutely non of your terms and conditions so would appreciate a full payout, if this isn't the case I will be consulting a solicitor and taking further action as this is now becoming quite stressful when I have done nothing wrong and met all of your conditions to win fairly.

posted on September 17, 2015.

hi Susan,


Thank you for your post.

As mentioned in your earlier post, we deem irregular gameplay as where a player first bets high then low for the sole purpose of meeting wagering requirements.

In our email to you, we outlined where you at the time, wagered 20 credits per spins, during this time, the bonuses wagering requirements was still applicable. After a large win, you moved immediately to a lower wager, to sum this up, you reduced your stake to 14 credits per spin in order to meet wagering requirements. of the bonuses issued. That said,

As stated in our terms of the excerpt you provided:
see link: https:­//w­ww.l­uc­ky2­47.c­om­/uk­-on­lin­e-c­asi­no/­ter­ms-­and­-co­ndi­tions?

10.4 The following shall be deemed irregular betting for bonus play-through requirement purposes
(a) if a player has an active bonus and moves after winning from low weighted games like table games, to high weighted games like slots (or first bets high and then low with a stake not in proportion to the balance) for the sole purpose of completing wagering requirements;
(b) moving from a low weighted game to a high weighted game after large wins for the purpose of clearing wagering requirements

In other words, what is deemed as irregular gameplay above is both (a) and (b). In (a):
if a player has an active bonus and moves after winning from low weighted games like table games, to high weighted games like slots or first bets high and then low with a stake not in proportion to the balance for the sole purpose of completing wagering requirements

In your case, you reduced your stake by 30% in order to continue playing and to meet the wagering requirements of the bonus issued to your gaming account.

Unfortunately, due to the breach of the terms, the withdrawal has been confiscated and our policy in this instance is always to be fair by giving the player another opportunity to play within the confines of our terms and conditions.

We trust this post will find you well. Should you feel that you wish to pursue the matter further, you will need to follow our alternative dispute resolution process by contacting either eCogra or the LGA.

warm regards,
Lucky247 Casino Support

gambler1 United Kingdom
posted on September 17, 2015.

Again, as mentioned several other times...those terms relate to moving from LOW WEIGHTED games which are table games etc to HIGH WEIGHTED games such as slots.

I DID NOT DO THIS. I played slots which are high weighted games throughout.

Once again, your terms DO NOT state what you class as a low stake, so even though I moved from £20 spins to £14, this still does not break any terms whatsoever, you are simply making up what you deem to be a 'low stake'

As mentioned previously, £10 - £14 and £20 spins on slots cannot possibly deemed as low, and even so, you cannot have terms that are open to your own interpretation, they should be clear and state exactly what you mean. So as mentioned, not a single term has been broken.

Also, my initial big win was on £10 stakes on the Loaded slot, which I then increased to £20, hit another big win, and THEN moved to £14, so £14 spins is larger than my initial stakes. You seem to be consistantly failing to mention that I initially played £10 spins.

Frankly, it seems you are simply trying to get out of paying a player who won fairly. As mentioned before, I lost £1200 in the following days, which you have happily kept, this seems like a win-win situation for you currently. I am suprised you are willing to risk your reputation by not paying a player who won fairly.

gambler1 United Kingdom
posted on September 20, 2015.

To update my situation.

I received an email from VIP at Lucky247 who agreed that I hadn't infact broken any terms and therefore shouldn't have had my money confiscated.

However, there is a term capping winnings to 6x the bonus. Lucky247 therefore agreed to pay me £1800 and this has now reached my account.

They also offered me a bonus as a goodwill gesture so I consider that this matter is now finally resolved.

AskGamblers
posted on September 21, 2015.

Based on the last player's comment we consider this case as resolved and it is now officially closed.