Lucky247 Casino - cash balance locked - disagreement about T&Cs

RESOLVED
bluesteel United Kingdom
posted on August 30, 2014.

I signed up to Lucky247, deposited £25 - was given a bonus I didn't request and this always raises concerns for me (I didn't want to get stuck with a huge WR) so over to the T&Cs I went. Everything looked good, the cash balance would not be locked into a WR and so long as I didn't use the bonus balance I would withdraw at any time (forfeiting the bonus). Ok good to go. Increased my balance a fair bit and went to check how the withdrawal system works - it says I could not withdraw until I had wagered enough. I went back and forth with customer services many times and we cannot agree on the terms, I would appreciate some advice..

https:­//w­ww.l­uc­ky2­47.c­om­/te­rms­-an­d-c­ond­iti­ons­/pr­omo­tional

12. A Player’s Cash Account Balance may be withdrawn from their gaming account at any point. However, if a player requests a withdrawal prior to fulfilling all their wagering requirements of the bonus, they will forfeit their remaining Bonus Balance. Any winnings on bets placed from the Bonus Account balance (once wager requirements are met) will reflect in the Cash Account balance. (Bonus balances cannot be cashed in) Note: The cash balance can only be withdrawn if the conditions of point 5 above are met.

and so term 5 ...

Your Lucky247 Casino gaming account balance is comprised of a cash account balance and a bonus account balance. Withdrawals can only take place from the Cash Account balance and not from the bonus account balance but this account can be used to wager. Players at the Casino can only withdraw amounts from their account once all wagering requirements are met or play through of all funds on the Bonus Account has taken place. Any winnings on bets placed from the bonus account balance (once wager requirements are met) will reflect in the cash account balance.

I'm still quite sure, that because my cash balance never dropped and the bonus was never used, I should be able to withdraw. This is how it displays my balances:

Your Balance Summary:
Cash Balance (GBP) 64.05
+ Casino Bonus Balance (GBP) 25.00
= Total Balance (GBP) 89.05

Thanks in advance.

posted on September 3, 2014.

Hi bluesteel,

Thank you for your post, and giving Lucky247 Casino the opportunity to respond.

When you registered an account at the casino and made your first deposit, you've stated yourself that you read through the promotional terms and conditions. You would, in all likelihood, have read through term #5 first which states that "players at the Casino can only withdraw amounts from their account once all wagering requirements are met or play through of all funds on the Bonus Account has taken place."

Term #12 was inserted due to certain bonuses not being quarantined in-software, and is intended primarily to cover these specific circumstances. Importantly, however, there is reference to term #5 within this point, stating that "the cash balance can only be withdrawn if the conditions of point 5 above are met."

There are a number of other terms relating to wagering requirements, although we feel that the information above is sufficiently explanatory.

Whilst we are sorry that your experience with Lucky247 Casino thus far has not been to your complete satisfaction, we do hope that you visit us again. If you have any concerns about any of the terms and conditions of the casino, please feel free to contact our Customer Support.

Regards,
Lucky247 Casino