Touch Lucky Casino - £1150 kept by casino with no valid reason

posted on February 20, 2016.

I opened an account with Touch Lucky Casino on Wednesday and the account opened fine, I deposited and recieved my bonus fine. I played through the funds and throughout the night won a good amount of money! So I decided to withdraw the funds and carry on playing.

Yesterday I came back to the site and my account had been closed. I sent an e-mail asking why but after waiting a long time for a reply I decided to call up (there is no online support). The girl on the phone told me that my account was under investigation because I had self excluded with another site on their network.

I checked the terms and conditions of the site and in no part of them does it say that winnings will be voided if you self exclude from another one of the sites on their network. In fact in the terms and conditions it doesn't say anywhere that your winnings can or will be voided for any reason.

I asked the girl to tell me why it allowed me to create and deposit funds and why it was only when I tried to withdraw did they "find a problem". She couldn't tell me.

I understand that I self excluded from another one of the sites in their network but the funds won't be available in 6 months when my accounts are back open again nor will my withdrawals be processed, they're just taking the money I rightfully won. I haven't commited fraud or tried to scam the casino, I used the exact same details, it just seems a little unfair to be honest.

posted on February 24, 2016.

Touch Lucky have e-mailed me on 22/2 to tell me my account is under investigation and they will get back to me in 72 hours, still heard nothing yet but I will message if they do.

posted on March 15, 2016.

This complaint has been reopened upon casino's request and we would really like to give it one more chance and help both parties involved to reach to a satisfactory resolution.

Dear @Tubbycomp,
Casino management informed AskGamblers Complaints team that you manage to resolve your dispute with them, can you please confirm? Thank you.

posted on March 15, 2016.

They gave me my deposits back. An outcome that I wasn't exactly pleased with but it doesn't seem I have much choice!

posted on March 15, 2016.

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