Lucky247 Casino - Having verification isuues

Jerri Iredale United Kingdom
posted on August 4, 2015.

hi there i tried to withdraw on lucky 247 it said your account not activated. i went straight to live help he or she is called emile.. they where lovely when i first joined then when i had the problem i asked why was i unable to withdraw they told me i had to send photo id i said i didnt have it but i had birth certificate and bank card also proof of age and letters of address she/he went on to ignore me after around 12 questions i asked would i be refunded the £20.00 as i did not have the id needed i was still ignored i got a little upset and frustrated that i was being ignored and a little worried the site may not be regulated i then went on to ask if i could have the sites gaming licence number as i had depossited and now was being ignored but the same person was so nice and helped me through the deposit. i then said i had copied and pasted the chat i hadnt as i didnt know how to she quickly came back to chat and said she didnt have the gaming licence number and that if i didnt send photo id i should leave the site. i then again asked if i would get the 20 deposit back i was ignored again i was told i was not able to get the licence number and i was told i could not have support email that i should speak through live help it has left me totally dumfounded upset and out of pocket i eventually left the chat and came to this site to complain as i dont want anyone else to go through this and still no further forward with that horrible person who was really nice and talked me through my deposit and as soon as the deposit was made they completely changed i really need some advice on what i should do to retrieve my deposit back and to stop sites like these to be in opperation in the uk

posted on August 7, 2015.

Good Day,

Thank you for contacting us with your query.

Please be advised that the site is regulated and you may find this information here:

With regards to what your complaint is centered around, it appears that you do not or have not supplied sufficient documentation to verify your account. All withdrawals made with us are subject to UKGC regulations and as such, all players must be verified in order for withdrawals to be processed.

Regarding the details you have provided in this complaint or that was forwarded to us, we are unable to link it to any accounts.
In the manner of which you describe your conversation with our agent, I find it appalling to say the least. We aim to provide professional and effective service and from what you have mentioned, this is not the way our casino treats its players.

As soon as you have provided further information that we may use to identify your account, we will thoroughly review all communications with you as well as the status of your account.

warm regards,
Lucky247 Casino

posted on August 10, 2015.

Did you send to the casino necessary documents?

posted on August 14, 2015.

It is a nice practice to confirm if your complaint is resolved or not. Please be advised that in case you fail to respond within the given time frame we will consider this case as resolved.