Lucky247 Casino won't pay claiming previous self exclusion

RESOLVED
thechubbyone United Kingdom
posted on December 5, 2014.

I signed up with Lucky247, played for quite a while and eventually, having gone through the play through requirement decided to withdraw £300.45. It appeared to go through then I received an email stating I needed to provide identification. This was done with a scan of a passport and a recent bill sent on the 10th of November and on the same email I asked for confirmation that it had been received and that the money would now be sent to my account.

Having still not received the money, yesterday I logged on to the site and spoke to a customer representative who said they were unable to process my withdrawal because my account was frozen due to self exclusion set on November 11th

This was the first time I had logged in to my account or been in contact with Lucky247 since sending my identification so self exclusion simply could not have occurred.

posted on December 11, 2014.

Hi there,

Please accept our apologies for the delay in responding to this complaint. With the UK Gambling Commission’s regulation and legislation in effect, self-exclusions are taken very seriously, and no assumptions can be made without proper investigation.

We are happy to let you know that, whilst the investigation continues, your withdrawal has been processed. You should receive your winnings within the normal time frames specified on the Lucky247 website.

As mentioned, we are still waiting on the findings of where and how you were listed as self-excluded. We have requested log files from our software provider, and we’re also performing some analysis on our own records. We will be in touch with you as soon as a conclusion has been reached.

Kind regards,
Lucky247 Casino

AskGamblers
posted on December 15, 2014.

@thechubbyone,
Can you please confirm that you received your deposit back?

AskGamblers
posted on December 19, 2014.

@thechubbyone,
It's a nice practice to confirm if your complaint is resolved or not, thank you.