Lucky247 Casino - Wrong allocation of cash

RESOLVED
Clive Perriman United Kingdom
posted on November 4, 2014.

I made a deposit.
All the amount went to bonus cash.
I won £108 it also went to bonus cash.
They admitted a fault, and said do not play while they sort it out. Also offered compensation after it was fixed. I waited 24 hours and tried again, still everything in bonus cash.
I contacted them again, they said I had outstanding play on Mayan Princess (which I dont remember playing).
I gambled and lost £50 of the £108. Still all the money in Bonus cash.
I complained and asked for full refund. They now say case is closed. Every time I talk to support they terminate session.
COPY ORIGINAL TALK.
You are now chatting with Emile
Emile: kekus11
Emile: Welcome to Lucky247! How can I help?
Me: have you just got an email from me?
Me: I have been trying to get back the £108 winnings which went into bonus money in error as below.
Me: I have been told to bet on Mayan Princess which was untrue and nothing happenend
Me: You are now chatting with Carl
Carl: Welcome to Lucky247! How can I help?
Me: i deposited 24£ no bonus, Won, Now all showing as bonus WHY?
Carl: Please confirm your Username.
Carl: May i ask which bonus you are referring to?
Me: cliveper
Me: No Bonus
Me: My winnings and deposit are ALL showing as bonus
Me: they should be all cash
Me: ?
Me: Are you there?
Carl: One moment please while we have a look
Carl: Yes i am here
Me: ok
Carl: Thank you for your patience
Carl: I see exactly what you mean
Carl: I am afraid we cannot rectify this right now however, i will send your query to our technical team and finance team to rectify. I will need to ask you not to play any further with the funds. In addition, we can credit you something extra after this is sorted as crediting anything now will simply make the problem worse
Me: OK good anwswer. I look forward to the corection and compensation. Please email a copy of this discussion.
You are now chatting with Carl
Carl: Welcome to Lucky247! How can I help?
Me: i deposited 24£ no bonus, Won, Now all showing as bonus WHY?
Carl: Please confirm your Username.
Carl: May i ask which bonus you are referring to?
Me: cliveper
Me: No Bonus
Me: My winnings and deposit are ALL showing as bonus
Me: they should be all cash
Me: ?
Me: Are you there?
Carl: One moment please while we have a look
Carl: Yes i am here
Me: ok
Carl: Thank you for your patience
Carl: I see exactly what you mean
Carl: I am afraid we cannot rectify this right now however, i will send your query to our technical team and finance team to rectify. I will need to ask you not to play any further with the funds. In addition, we can credit you something extra after this is sorted as crediting anything now will simply make the problem worse
Me: OK good anwswer. I look forward to the corection and compensation. Please email a copy of this discussion.
Me: I want to know what is going on before i report you to the commission
Me: Are you there?
Emile: I am reading through the notes on your account if you can give me a moment to do this that would be great.
Me: ok thanks
Me: ok?
Emile: According to the details on your account this matter has been resolved already.
Me: it definitely has not
Me: where is the replacement of funds into rela cash? Where is the 'extra' for the error?
Me: real cash
Me: Tell me who closed it
Me: What were the Mayan Princess outstanding playthrough?
Me: Why did my deposit go into bonus money?
Me: Why did ALL my winnings go into bonus money?
Emile: As mentioned this matter has been resolved and you were notified that it was.
Me: NOTHING has been explained, and the case is very much open
Me: You say it is resolved but are not proving any answers.
Me: providing
Thank you for using our live chat service. Your current chat session has now ended

AskGamblers
posted on November 11, 2014.

Dear @clive.perriman,
Any update considering your complaint? Thank you.

posted on November 11, 2014.

Dear clive.perriman,

We apologise for the delay in responding to your complaint, but we wanted to make sure that we had a complete and final answer for you before communicating via AG.

According to our records, you contacted our Support Team on November 2nd, advising that you had made a deposit, which was displaying as a bonus balance rather than a cash balance. The Support Team referred your query to our software provider, who came back with the following:

“The player has left an incomplete transaction open in the Casino, using bonus funds; he left the game, without completing the transaction”.

This was not an error with the system, but a result of an incomplete wager being left open on your account. That being said, we recognise that perhaps you were not fully informed of why the situation had arisen, and apologise for the frustration and inconvenience caused. We have awarded you with 50 Free Spins on our Jurassic Park Slot* as well as a £20 bonus* as a consolation for your experience, and trust that it will go some way towards your next enjoyable experience with Lucky247.

Kind regards,
Lucky247 Casino

* Terms and conditions do apply

Clive Perriman United Kingdom
posted on November 13, 2014.

The free spins are not there

posted on November 14, 2014.

Hello clive.perriman,

Our records show that you redeemed and played the Free Spins on November 11th.

Regards,
Lucky247 Casino