Get Lucky Casino - Further delays with withdrawal

UNRESOLVED
joanne burden Isle of Man
posted on September 11, 2016.

Hi
I won £1000 from 10 free spins at the end of august - i played till i was able to withdraw the funds ie no funds were bonus funds - i was asked to send verification documents over the following days including bank statement proof of id proof of address and front and back of cards - i had 2 cards previously used that were inactive due to being lost - i finally managed to send 2 snap shots of transactions to them with these cards yesterday - they were accepted and i made sure that nothing further was required - was advised to withdraw and wait for withdrawal to be approved - i did that and this morning the funds appeared back into my casino account - i got in touch via chat and was advised that my bank had rejected the payment to my card - i have checked and there are no holds on my card and they cannot see why the payment would be rejected - i got back in touch and this has been escalated to senior payments team - with no timescales - i do find this alarming to say the least - I have tried to be patient but at the end of the day I have done everything asked of me. this is what i provided

Uploaded Files
FILE NAME FILE TYPE COMMENT UPLOAD TIME STATUS
IMG_7172.JPG Proof of Address Wednesday, 31 August 2016 01:53 Approved
IMG_7009 (2).JPG Photo ID Wednesday, 31 August 2016 02:11 Approved
image1.JPG Credit Card Copy this is the card i am trying to deposit with Thursday, 1 September 2016 15:07 Approved
image2.JPG Credit Card Copy BACK OF CARD Thursday, 1 September 2016 15:08 Approved
image1 (1).JPG Credit Card Copy hsbc card attached to bank account Thursday, 1 September 2016 21:40 Approved
image2 (1).JPG Credit Card Copy back of hsbc card attached to my account Thursday, 1 September 2016 21:41 Approved
image2 (2).JPG back of 3294 Sunday, 4 September 2016 23:34 Approved
IMG_7171.JPG Proof of Address, Bank statement / screenshot of bank account Sunday, 4 September 2016 23:38 Approved
transa­cti­on_­to_­get­_lu­ck_­usi­ng_­car­d_e­ndi­ng_­813­9.pdf Other : POD POD Sat
urday, 10 September 2016 15:05 Approved
transa­cti­on_­fro­m_3­294.pdf Other : POD POD Saturday, 10 September 2016 15:05 Approved
image1_(5).JPG Bank statement / screenshot of bank account, Other : conf. of CC's acc. closure Saturday, 10 September 2016 15:05 Approved

The ticket reference for the investigation is LTK12145010310003X

General Info
Chat start time Sep 10, 2016 8:31:50 AM EST
Chat end time Sep 10, 2016 8:38:51 AM EST
Duration (actual chatting time) 00:07:01
Operator Jasz
Chat Transcript
info: You are placed number 1 in a queue of 1.

The average waiting time is 0 minutes and 6 seconds.

We are eager to hear what you think about our services, simply fill out our exit chat survey at the end of the chat :)
info: You are now chatting with 'Jasz'
info: Your Issue ID for this chat is LTK12145010294765X
joanne burden: how do i take a screen shot
Jasz: Welcome to Live chat! How may I help you?
Jasz: Hi Joanne
joanne burden: Hi Jasz you have asked for a virtual screen shot of the transaction - i am clueless lol how do i do it
Jasz: In order to take a screen shot, you will need to click 'Print Screen' from your keyboard and paste it somewhere in order to send it to us
Jasz: Are you using Windows or Mac?
joanne burden: so can it be the whole screen
joanne burden: windows
Jasz: Yes it has to be the whole screen
joanne burden: so mike has confirmed that i only have to do this for 3294 as 8139 was used over 6 months ago
joanne burden: can you confirm that when i have sent this i will be able to withdraw
Jasz: Ok once you have the files, we will look into it for you to allow your withdrawal however they will need to be checked by the payments team before I can confirm anything
joanne burden: ok thats ace - feel we are getting somewhere :)
Jasz: I do to :)
Jasz: Is there anything else that I could do for you?
joanne burden: yeah :)))))) have a good day
Jasz: Have a great day! If you feel like rating my service, please do so after our Chat. If you click on End Chat, the survey will appear. Would be much appreciated! :)
joanne burden: will most certainly be giving positive one
info: Your chat transcript will be sent to [email protected] at the end of your chat.

eneral Info
Chat start time Sep 10, 2016 5:51:31 AM EST
Chat end time Sep 10, 2016 6:19:41 AM EST
Duration (actual chatting time) 00:28:10
Operator Mike
Chat Transcript
info: You are placed number 1 in a queue of 1.

The average waiting time is 0 minutes and 20 seconds.

We are eager to hear what you think about our services, simply fill out our exit chat survey at the end of the chat :)
info: You are now chatting with 'Mike'
info: Your Issue ID for this chat is LTK12145010292560X
joanne burden: worried about verification for cards 3294 and 8139
Mike: Welcome to Live chat!
Mike: Hi Joanne!
joanne burden: hi i have sent my document as requested from my bank - hi mike
Mike: Let me take a look for you. Which email did you sent it towards?
joanne burden: to you ref L TK12145010273949X
Mike: I found it indeed. Let me ask our Payments team if they can take a look now
joanne burden: i hope its ok
joanne burden: thank you Mike
joanne burden: sick with worry waiting :)
Mike: I can totally understand that, checking it for you now
joanne burden: thanks - i know i you are doing your best
Mike: No problem at all :)
Mike: Okay I talked to them and they got back to me with the following. --8139 is sorted as the card hasn't been used for 6 months and this letter covers the replacement confirmation. The other card has been recently used and you provided us with copies (back has been approved but front has been refused due to last 4 digits covered). Could you possibly upload a copy of the front of that card with those digits visible? If not possible, a screen shot of a transaction made with this card is needed. It's because it's recently used.
joanne burden: when was it used - i found the picture in my photos and cannot find one without the first 4 digits - i had a look on my online banking and it doesnt show what card is used at any time the card i am using now is the replacement - i lost the other card too - i have had such a run of bad luck - what else can i show if i cant provide a screen shot? thae bank have confirmed that its been replaced
joanne burden: what type of transaction?
Mike: A deposit made into the account with us. I'm looking for you now
joanne burden: it will show the transaction the account number and the amount coming to you but not the card number
Mike: That will provide Joanne ! If you can send that over you are sorted.
Mike: I'm sorry about the hassle but I hope you understand we need to verify these kind of things properly.
joanne burden: hi could you tell me the date that i last made a deposit with the card and i will send it to you today
Mike: This card was last used 2016-05-26 01:43 CEST. :)
joanne burden: you are a star
Mike: Thank you Joanne
joanne burden: need to go to work but will get on to this as soon as i get back at 1 - thank you again
Mike: You're welcome and thank you Joanne. Have a good day!
info: Your chat transcript will be sent to [email protected] at the end of your chat.

I hope you can find out whats happening - very frustrating

joanne burden Isle of Man
posted on September 16, 2016.

Better news they processed my withdrawal on Monday - to my bank account- however it has still not reached my bank account- one operated said it was coming from a uk bank and now I'm told it's being sent from a Maltese bank - if that's so the would need my swift code and Iban number - my bank says it would have credited if from a uk bank and should only take 4 working days if international bank transfer they just keep saying it was processed on Monday - for all I know they still have it