Lucky247 Casino - Terrible support, unfair confiscation

RESOLVED
Melissa Bell Australia
posted on November 30, 2015.

On the 18th of November I logged into my account and saw that I had $50 credited to me. I was't sure why but wasn't complaining about it. So I played and won. In the end I decided to withdraw $400 and left money in my account to keep playing. Eventually I ended up withdrawing another $100 on the 19th.
I recieved this automated email.

Dear Melissa

We are pleased to inform you that your recent withdrawal request on your Lucky247 Casino account Belsta6208 for AUD 400.00 has been received.

Please note that the above mentioned withdrawal will be pended until all routine casino checks have taken place (up to 48 hours and not over weekends). These included among others:

1. Email Verification
2. Phone Number Verification (when required)
3. Request for Documentation (where required):
- valid proof of ID
- valid proof of address (no older than 3 months)

Should you wish to send through the above information via email you may do so. This will also assist in speeding up the payment of your withdrawal. Please review the below link for details pertaining to the documentation required, http:/­/ww­w.l­uck­y24­7.c­om/­acc­ept­abl­e-d­ocu­men­ts-­inf­orm­ation .If you have already done so, thank you for this.

Also note that during this pending stage you will have the ability to reverse your withdrawal at any time should you wish to continue playing. If you have any queries please contact [email protected]

Please be advised that this is an automated email. Should you have already submitted documentation and previously verified successfully, we ask that you kindly ignore this email.

Congratulations on your win and thank you for playing at Lucky247.

I never recieved one for the $100 withdrawal. After reading the email and assuming that I would receive communication in regards to documents they may require and verifying my email, I waited. As I still hadn't received the withdrawal into my nominated account I emailed support on the 27th asking if I needed to do anything as I hadn't received any emails or messages. The response I received was a generic response saying it takes 48 hours to process then up to 5 working days to flush and be deposited.
Nothing was mentioned about documents or email verification.
I logged back into the casino on the 27th and saw I had $100 in my account. I first thought that i had forgotten to withdraw the $100 but on trying to withdraw, I couldn't as it was a bonus. As the 27th was my birthday I figured that it was a birthday bonus, as I know other casinos do this.
Then yesterday the 30th as I still had not recieved the withdrawal I got onto live chat, after checking my transaction history and seeing it was processed on the 21st. I spoke with Melaine who told me that I had not verified my email and $400 was confiscated and $100 was put back into my casino account. I stated I had not been told to verify my email. Which Melaine told me it was in the automated email. We went back and forth for a while about how it does not say how to verify your email and the lack of communication. In the end I gave up and decided to just email support.
So I did, and the response I recieved was this:
Hi there,


Thank you for joining us here at Lucky247 Casino!

Your recent withdrawal enquiry refers.

As per the Lucky247 Casino Terms and Conditions that you agreed upon, when registering your account by ticking a box that reads, "of legal age and T's and C's."

This means that you have agreed to, read and fully understand the Terms and Conditions of the casino.

Kindly be advised that we have received your recent withdrawal request, however upon reviewing your game play we have confirmed that majority of your winnings were accumulated by using the no deposit bonus.

The Casino further reserves the right to limit any withdrawal/s from bonus/free money/ to (5) times the value of the bonus and 100 casino credits currency from winnings attained from bonus free games or free spins issued. Note that this applies to progressive jackpot wins as well.

Should you require any further assistance, feel free to contact us at any time as we are available 24/7 at your convenience.


Kind regards
Serge

I acknowledge that I shouldn't have recieved the full $500 obviously because of the x5 rule. However I do not believe I should have only recieved $100 as it was not a free spins bonus I recieved. I also met the requirements to withdrawal, as the casino won't allow you too until you reach them.

My issues are the lack of communication regarding the why I received the deposit, as I didn't request it or claim it through the promotions. The lack of communication regarding the withdrawal even when I asked
about the withdrawal on the 27th.
Then the credit of $100 back into my account(again no notification) that was credited back as bonus so I still couldn't withdraw it.
And the confiscated funds, I believe I should have received $250 of the $500 as per the t&c's
But I'm the end received $0. I feel a bit robbed as I did meet the requirements and didn't break any rules.

Melissa Bell Australia
posted on December 1, 2015.

I have since recieved another email from the casino saying that the bonus was only $20, which I have asked for evidence of this. I believe there was $50 in my account when I logged in, but can not see it in the transaction history. Even if I was mistaken and the bonus was in fact $20 not $50 the $100 that was returned to my account should not have been as a bonus and I should have been able to withdraw it.

posted on December 4, 2015.

Hi Melissa,


Thank you for your post.

We have reviewed your account. Please be advised of the following in our terms and conditions which you have agreed to when opening and registering an account with us:

The Casino further reserves the right to limit any withdrawal/s from bonus/free money/ to (5) times the value of the bonus and 100 casino credits currency from winnings attained from bonus free games or free spins issued.

With reference to the bonus issued, this was an amount of 20 credits issued on the 18/11/2015, 5x this bonus yields a maximum withdrawal of 100 credits.

Multiple winnings from this initial bonus would still have been subject to the condition of this bonus.

I do apologise for the miscommunication or lack thereof that resulted after we have returned your withdrawal to your account, though we are not sure why you would assume this was a birthday gift as only our Silver tier upwards players qualify for birthday bonuses and at the moment, you are on the bronze tier. You would have been able to query this at any point with our support team.

After review of the account, we see that after we have returned the funds of 100 credits to your account, you proceeded to play the funds out. When there are outstanding requirements of a player, the player will be unable to make a withdrawal as we are not allowed to hold funds for longer than 7 days unless these funds are due to be paid out. Up until those requirements are met, a player will not be able to withdraw.

We trust this post will find you well.

warm regards,
Lucky247 Casino Support

AskGamblers
posted on December 8, 2015.

@fb_10­153­896­995­522873,
Are satisfied with a casino response, can we close this complaint? Please be advised that in case you fail to respond within the given time frame we will consider this case as resolved and closed.