Lucky247 Casino - Withdrawal declined with absurd reasons

Linda1010 Canada
posted on April 7, 2016.

About 10 days ago I made a deposit of 100.00 and received a deposit match of 100.00. I played and was lucky enough to be winning and kept checking bonus level before I made a cashout. Once it was at zero I withdrew 2500.00. Since it was the weekend I checked it again on Tuesday and it was not being processed. I contacted chat and they suggested I make another small withdrawal and change the method of payment, so I did and went with skrill. I played the balance I had left and hit a nice bonus and made a third withdrawal of 3000.00. A few days later I saw there was 594.00 deposited into my bank. I again contacted chat to find out about the balance and they told me it was mostly won on bonus and I wont be getting anymore. That is not true, I checked the bonus balance and it was zero and I know I played it out. I called the casino and they took down the details and said they would email me within two business days and the haven't. It has been four business days now and nothing. I could not have accumulated over 53,000 loyalty points on that one and only deposit if I had not used the bonus and that is a lot that you have to spend to get that many points. I feel they just don't want to pay me out because I was a first time player and just happened to get a lucky break. I am totally upset and furious over the cold shoulder I am getting from them. I won the money fairly and they have no right to take it away. I tried calling the toll free number again today but line was constantly busy

posted on April 8, 2016.

Hi there

Thank you for your post.

Please be advised that withdrawals are only processed further upon receipt of a players documents.

It is only after this stage that our review team would be able to identify any contraventions of the terms and conditions.

Upon reviewing your game play we have confirmed that it appears that the majority of your winnings have come off of your sign-up bonus.

Please note the point below, stipulated in our Terms & Conditions Policy with regards to withdrawal limits:

7.6 Limitations of withdrawals

Where a sign-up Bonus has been credited to you, and after meeting all wagering requirements, you will be limited to a maximum withdrawal value of 6 times your first deposit amount and any remaining balance will be forfeited. All progressive wins are exempt from this clause.

You can read the full Terms & Conditions Policy here:

Should you have any further queries, please do not hesitate to contact our support team at [email protected]

Warm regards,
Lucky247 Casino

Linda1010 Canada
posted on April 10, 2016.

After reading the response from casino, that clause must be well hidden because I did not see it anywhere. However I suggest that when attempting a withdrawal a pop up window should come up to remind player of the withdrawal eligibility. The casino does not do this nor do they send an email. Why was I told to make a second withdrawal to change payment method. Why didn't agent advise me of that then or offer to put the money back in the account so I could keep playing. Most all of the other casinos won't allow a withdrawal without a pop up window or a message on the withdrawal page to tell you if your not eligible. I would like to make that suggestion to lucky247 so this does not happen to other players. I will accept their explanation and I didn't post this complaint to be facetious but I hope they make changes. It's a terrible thing to think you have a huge win only to be let down like this. Lesson learned on my part. Thanks

posted on April 11, 2016.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation