Lucky247 Casino - Getting the runaround on verification although I have been more than cooperative.

RESOLVED
posted on November 8, 2015.

On or around September 14 2015 I was playing slots at Lucky247. I had a very good time. This was probably due to the fact that I had won 2800.00 that evening. In the banking section my member dashboard I clicked the button designated 'Withrawal'. Then I chose option one; to have my winnings put on the card I had used to fund my gambling at Lucky247. The other option available was a bank transfer. After selecting the only mastercard on my account there, a new notification appeared in my banking that said withdrawal pending. I kept 300.00 to continue playing with. about a week later the notification about my withdrawal vanished. I assumed it was no longer pending so I checked my account. I know that any third party loading of my card takes six days to complete at my card issuer. waited a week. Nothing. I became worried an error had lost my winnings, so I emailed support. I tried phoning them long distance in the UK but the number said unavailable to my region, Canada. They informed me that their financial team need to verify who I was to release my winnings. They said all it would take was to email a copy of my photo id and a copy of my utility bill. I sent the documents to lucky247. They responded by saying they couldn't accept the utility bill because it had been cropped but My photo id was accepted. Now they wanted a utility bill and a bank statement from my credit card bank. I had to wait a few days because I hadn't received any other utility bill since moving to this address. My Electricity bill charges you extra for any paper work they send you so everything is paperless. Because I was a new account they sent a welcome letter. This was the next bill I emailed them. They said there were no visible dates. I also had sent them what my bank provided as a statement when went there to specifically get a statement for Lucky247. Lucky said it also had no visible dates. Both of these had visible dates. I responded by annotating the bills with software. I underlined all the dates on the statement and the welcome letter. I didn't write on them and send them because I thought it would be less official if I had physically tampered with these documents. When I sent the annotated copies I also sent the original attachment with it to avoid any confusion. Then Lucky said my name wasn't visible. And it was. So again I underlined it on all the documents and sent my version along with the originals again. Then they said they wanted a statement that showed my transactions at lucky on them. I annotated a statement underlining lucky for them. I sent that and The original. Then they replied that they had no record of my account at their casino. So I sent every doc I sent so far again. Then they said my bank statement wasn't big enough. They want a new one with a stamp on bigger paper. Again I told them that my card issuer refused to give me bigger paper but they stamped it and the teller also signed it. My New health card arrived that day so a photo of also sent a photo of it still attached to the paper. Then they said they wanted a picture of my credit card front and back. So I sent that. Then They wanted me to send another photo of my Picture id but from the email I used when registering at Lucky247. I did that. Then they said it was cropped. It wasn't. It was actually a way higher resolution and had less blur and more detail because I was able to use a better camera than was used for the first one they had already said was acceptable. The first one was auto-cropped because the camera was so cheap. Lucky said it wanted me to send an enlarged version. This is when I said no. Reasons being: 1. Every reply and demand from [email protected] was a signed a different person everytime. I already was very uncomfortable send my personal info. Now after 71+ emails I figure there are easily 40 pieces of my legal documents etc. floating around who knows where. And I also had request about a month and a half into this "Verification" that I felt it was a breech of trust for my case to handled by a different agent everytime. They didn't assign anyone still. Even though everytime I sent them what they would ask for a new person would ask for the exact thing I had provided Lucky with three email before. It has been three months now. I was told by Askgamblers.com Live Chat to submit my complaint without evidence because there is too much but if necessary I have it all in jpeg format available upon request.

posted on November 12, 2015.

Hi there,

Thank you for your post.

At the time of your withdrawal request we sent several reminders for the Due Diligence Documents. Due to no response from you, the withdrawal was returned to your gaming account 7 September 2015.

At the same time we again requested the outstanding Due Diligence Documents being the Drivers Licence and a recent utility bill not older than 3 months.

Our 3rd Party Risk Provider has approved the Utility bill and advised the Identification card is cropped, therefore we still require the Identification Document to process the withdrawal.

For your ease of reference, see the below link, on acceptable documents.

http:/­/ww­w.l­uck­y24­7.c­om/­acc­ept­abl­e-d­ocu­men­ts-­inf­orm­ation

Please bear in mind we can only release the withdrawal, once the Identification document has been received and approved by our 3rd Party Risk Supplier.

Warm regards,

Lucky247 Casino

posted on November 12, 2015.

You asked me for a utility bill and my id the first time you asked me for any documents. I sent a phone bill and a photo of my id. You accept a low quality photo of the id card. Three months later you ask me to send a photo of my id again. To be sure you could not find fault with it; I made sure it was captured with a higher resolution camera. Not acceptable. Then you want me to send you and enlarged copy of it. Isn't that what your 'Verifications Team' is supposed to do while verifying. And why is this the first time lucky247 has mentioned a 'Third Party Risk Supplier'? Third party suggests that there is no Verifications Team' at all. Considering that i have over 71 emails converted into jpeg format solely for the Askgamblers website in 3 months your already making stuff up. Do the math. How can you say there was no response when after simple division it's obvious you never went without a response for longer than 1.26 days.

posted on November 12, 2015.

Also I just thought I should point out that I sent so many copies of that utility bill over these 3 months and 71 emails I have digitized. How lovely that your ' Risk Supplier' decided to approve it now.

posted on November 13, 2015.

Hi there,


Thank you for your post.

We do understand the frustration this has caused, we apologise for the inconvenience.

A member of management will be in contact with you shortly with the details you provided on your account.

Warm regards,

Lucky247 Casino

posted on November 13, 2015.

I finally see a light at the end of the tunnel! Yipeee! Thank-you Askgamblers!

posted on November 13, 2015.

Terribly sorry. My Hubby just got home with our phone. He said he missed 4 calls because he won't answer 'Private callers'. So I have the phone now. I refuse to give it up until I receive your call.

AskGamblers
posted on November 14, 2015.

@fb_10­153­678­902­198050,
We remove your attachment due the private nature of the picture. AskGamblers compliant system is only for complaints related matters.

posted on November 16, 2015.

Unfortunately, since missing the 4 private caller numbers, lucky247 hasn't called again. Is there a number I could call them at?

posted on November 16, 2015.

Ok. It'sMonday morning 8:45Am my time. I am sitting by the phone waiting for them to call. Hopefully today we don't miss each other.

posted on November 16, 2015.

Lucky247 called! Yay! I just need to update my banking info and they will get my winnings to me. *Thanks again Askgamblers.com! :)

AskGamblers
posted on November 20, 2015.

Dear @fb_10­153­678­902­198050,

Can we close this complaint as resolved? Please be informed that in case you fail to respond within the given time frame we will consider this case as resolved and officially closed. Thank you.