Lucky247 Casino - Winnings confiscated with false accusations

UNRESOLVED
posted on February 24, 2015.

After attempting a withdrawal from the banking section. i waited almost two weeks (id verification had been sent) with the banking saying the request was being processed. After constantly contacting (on my behalf only) the informed me that my winnings had been confiscated due to soething like excessive spins on bonus. im 100% sure i opted out of receiving deposit bonuses on this final deposit from which i won the confiscated winnings. New to this and absolutley gutted and devasted.

posted on February 27, 2015.

Hi,

Your documents were approved on the 20 February 2015 by our verification team; there has been no delay on our end with the processing of the withdrawal. Our T & C’s state we don’t process any payments over the weekend.

For your ease of reference
https:­//w­ww.l­uc­ky2­47.c­om­/uk­-on­lin­e-c­asi­no/­ter­ms-­and­-co­ndi­tions

Condition 6: DEPOSITS AND WITHDRAWALS

6.14 Please note that any withdrawals may experience a slight delay due to our identity verification process. Withdrawals will not be processed over weekends.

The withdrawal has been confiscated and your initial deposit and bonus were turned to your game account balance. You were informed via e-mail that you exceeded the maximum bet of 20% on the deposit bonus you received on the 12 February 2015.

The bonus was issued on the 12 February 2015 and you requested via chat on the 19 February 2015 to be removed from all future bonuses.

See the specific term below for your ease of reference (which is published on http:/­/ww­w.l­uck­y24­7.c­om/­ter­ms-­and­-co­ndi­tio­ns/­pro­mot­ional):

"All Players’ wagers will be reviewed for irregular game play patterns prior to any withdrawal being processed. Equal, zero, low margin or hedge betting will be construed as irregular game play for bonus wagering requirements. This also includes and is not limited to the placing of bets equal to or greater than 20% of the bonus credited to the players gaming account. Should the Casino deem that any irregular game play has taken place on the gaming account, the Casino reserves the right to withhold any cashin as well as the right to confiscate all winnings.

We apologise for any inconvenience this may have caused.

Regards,

Lucky247 Casino
27 February 2015

posted on February 27, 2015.

In response regarding to the delay.

The delay was prior to the verification documents being sent by me. After a period of time without activity and no contact from yourselves as to why, i contacted you via chat as to the reason why. The reason given was that verification documents were required.. This wasn't a problem and the said documents were forwarded by me within minutes. After a few days i contacted you via email and asked for you to confirm receipt of the documents requested.. I received no reply. I waited a while longer without reply or contact from yourselves. Being new to all this, the worry kicked in. At this point i pushed for an answer from chat. After several several excruciatingly slow chats and repeated cut offs I received the sickening confiscation news of my £1,400.66 winnings and was referred to your T&C's.
The delay prior to the verification documents being sent were clearly down to lack of communication, IE: None whatsoever on your part.

Regarding your comments,
"The bonus was issued on the 12 February 2015 and you requested via chat on the 19 February 2015 to be removed from all future bonuses". I was quite sure that the winnings i had accrued were attributed to the deposit i made post "no future bonuses" request. However, i have no proof of this and have no reason to dispute you haven't.

Regarding your comment,
"You were informed via e-mail that you exceeded the maximum bet of 20% on the deposit bonus you received on the 12 February 2015".
I most certainly did not receive an email or message or phone call informing me of anything whatsoever. furthermore I have yet to receive any contact at all (until this) regarding any issue, replies to my questions, updates... nothing. If i had do you think for one minute that i would have carried on with my bets? and even more worryingly deposited more substantial amounts of money (which I did) if i knew you would confiscate any winning accrued? Let me tell you.. i most certainly wouldn't have. I repeat, i received no email containing the information you claim.

My questions for you are:
Why do you have to chase live chat to deposit without bonuses? shouldn't this option be available on the deposit page?
Why did I have instigate all communication without reply once through this whole situation?
Please can you send me a copy of the said email (that i never received) warning me of supposed irregular betting.
If you had sent an email regarding irregular betting. Why didn't you stop me depositing more cash on numerous occasions? why wasn't the account frozen? As i work in IT. i can tell you both these options can be easily incorporated into your software.. almost as easy as sending an email, or making a phone call.
Fair play, and clarity are words often banded around on casino sites, therefore i look forward to your detailed replies to my comments stated above along with answers to my questions.

A disgruntled yet saddened Lucky247 member.

posted on March 3, 2015.

Still no reply. The benifits of communication eh...

posted on March 3, 2015.

Hi,

Thank you for your post.

In response to your questions, see the below for your ease of reference.

Why do you have to chase live chat to deposit without bonuses? shouldn't this option be available on the deposit page?

Upon Account Registration, you accepted our Terms & Conditions. Bonuses forms part of our Terms & Conditions you agreed to; therefore you need to request the removal of bonuses before commencement of gameplay.

Why did I have instigate all communication without reply once through this whole situation?

Our system is set to send mailers automatically; these are traced to have been sent on your account. This mailer also indicates the pending period which is used to confirm all necessary details before processing commences

Please can you send me a copy of the said email (that i never received) warning me of supposed irregular betting.

This has been sent on the 24 February 2015, see the below for your ease of reference

From: Support Central
Date: Tue, Feb 24, 2015 at 6:17 AM
Subject: Lucky247
To: [email protected]

Hi Steven,

Acc: XXXXX

Thank you for choosing Lucky247 Casino.

We have reviewed your gameplay prior to your withdrawal, upon review, it was found that you had breached the terms and conditions which you had agreed to.

Please see below for your perusal:
Point 19.9 : Before any withdrawals are processed, Your play will be reviewed for any irregular playing patterns. In the interests of fair gaming, equal, zero or low margin bets or hedge betting, shall all be considered irregular gaming for bonus play-through requirement purposes. Other examples of irregular game play include but are not limited to, placing single bets equal to or in excess of 20% or more of the value of the bonus credited to their account until such time as the wagering requirements for that bonus have been met. Should the Casino deem that irregular game play has occurred; the Casino reserves the right to withhold any withdrawals and/or confiscate all winnings.

http:/­/ww­w.l­uck­y24­7.c­om/­ter­ms-­and­-co­ndi­tions
In your case, your gaming activity had wagers equal to and over 20% of the bonus you received. This is calculated as the max stake = bonus x 0.2 ( 25x0.2 = 5 )
You had wagered more than 5 credits per spin leading up to your withdrawal.
As a result of this, your cashin has been confiscated and the original deposit and bonus ( 50 cash and 25 bonus credits) have been credited back to your gaming account so that you can try again on our site.

We hope this email finds you well.
Warm regards,
Dorianne

If you had sent an email regarding irregular betting.

Refer to the above response.

Why didn't you stop me depositing more cash on numerous occasions?

The gaming account is not affected by a requested withdrawal; therefore no gaming activity is hindered.

The max Bet Infringement email was sent after you have deposited why wasn't the account frozen?

The gaming account is not affected by a requested withdrawal; therefore no gaming activity is hindered. The gameplay is only reviewed after the withdrawal request has been received. In the event of a Max Bet Infringement, we notify players and reinstate the cash and bonus at the point of infringement to allow the user to continue to wager within our gaming terms & conditions.

As i work in IT. I can tell you both these options can be easily incorporated into your software.. almost as easy as sending an email, or making a phone call.


Our terms and conditions forms part of our Gaming Conditions, supplied by our 3rd Party Software Provider.

I understand you are disgruntled with the withdrawal confiscation, however we returned the deposit and bonus at max bet infringement to allow you to continue to wager within our gaming conditions.

We suggest you contact eCogra/ADR, who is our regulatory body, should you still have a grievance.

Regards



Lucky247 Casino
3 March 2015

posted on March 3, 2015.

No more than i expected, just constant referrals back to the T&C's.
I see with interest you are unable to provide a copy of the email you claimed to have sent other than the printed details above which anybody could simply do.
I expect to be sent this FULL email with haste. Its not difficult, it should contain the date sent within. I doubt very much you will be able to send it as its quite clear it was never sent in the first place. I have contacted my email provider who has confirmed non- receipt of the email (on the date mentioned) you claimed to have sent and will provide written confirmation upon request.
Its clear to see that Lucky247 is incapable of displaying the most basic level of customer service skills. Unable to be considerate and deal fairly with a new client who (if had) made a mistake was not informed in the correct manner, infact not at all.
I would have expected an offer at the very least but not a chance. Instead, nothing more than a callous snatch back of my entire winnings followed by a complete lack of customer care... a fine advertisment for your casino dont you think?

There is no legal requirement as to your actions, as stated within your T&C's " at the casino's discretion"..

Here's your chance to make a difference, stand out and promote yourself from the vast majority of other casino's regestered to this site instead of pushing your members down the regulatory body route.
I shall await your reply.

posted on March 4, 2015.

Hi

Further to previous posts.

We have responded to all your questions.

Should you feel you are wronged you may lodge a dispute with our Regulatory Body eCogra/ADR;

For your ease of reference see the below link.

http:/­/ww­w.e­cog­ra.o­rg­/sr­s/p­oli­cie­s_p­roc­edu­res.php

Kind regards,

Lucky247 Casino

4 March 2015

posted on March 4, 2015.

Don't tell me that you've answered all my questions.
What about the mystery email ?
Yes the request of a screenshot of the said email? .. blatantly ignored.
You can guarantee that I will be in touch with the relevant bodies.
Enjoy all the winnings that you snatched back along with all the other winnings taken from other clients of yours without fair reason (some of who i have already been contacted by).
I am currently in the process of building a blog where I shall be airing my nasty experience with your casino whilst allowing others to share their sorry experiences also.. We appear to have a considerable amount already..
I'd recommend that you ask a member of your customer service team to view the blog on a regular basis once it's up and running.. well I would, but clearly you don't have one!
To quote your favourite line..
"For ease of reference"
The blog will be headed UNlucky247