Delayed payment and poor customer service

Hi,

I won a fair amount using a bonus at this casino. Then went to withdraw and was told that I could not as there was a block on my account. I was subsequently asked to provide KYC in the form of photogrpahic ID (myself holding my passport), bank card and utility bill/ bank statement. The casino refused to accept the bank statement I provided, which is attached. As it appeared to them that the statement was an online printout and not recieved in the post. This is not true and I have made the point with them that this document was received in the mail, to my address registered within the last 6 months, so compliant with their Terms and Conditions.

I have also attached a council tax bill which was also received in the post that complies with the terms and conditions. But frankly I am unhappy with the casino's refusal to accept what I have already provided in this case.

I challenge the fact that a casino can decide whether a document was printed out or posted to the recipient anyway, and should not be a valid reason to deny withrawal of winnings or freeze someones account!

Hi I won around £4000 at Lucky247 casino over 5 weeks ago. My account was suspended and I was asked for a number of documents. I provided these straight away. 5 weeks has now passed and every time I ask about my case I'm just told it's in a queue. This is unacceptable. Two weeks ago they even said my case would be reviewed with a matter of urgency and still nothing has happened. I would urge others to be wary of playing at Lucky247.

Hi....I have a few withdrawals from the beginning of May that total $9400 that I have been patiently waiting on. I have been contacting the online support but no one answers me. Every time I tried the online support they would tell me they contacted finance and that finance would email me back...which they never did. I was also told on June 18th by Adam they are waiting on an ARN number....which today I still haven’t received even though I was told it was take three to five business days. I have been saving copying and pasting the last few conversations as I keep getting the run around. I have received $11,800.00 from them for other withdrawals....so I am confused on what the hold up is on the remaining $9400 they owe me. All I have gotten from online support is that they sent a message to finance and finance will get back to me, and they never do. Thank You < personal info removed >

I'm not sure what the delay is , over a week and I keep getting excuses. I have sent all the documents and this is my second withdrawal. $500 withdrawal and I didn't participate in any bonus. Speed it up guys. I did my due diligence and send in everything. I also did that promptly without a complaint.

I made withdrawal requests from Lucky247 Casino as follows: 11th June: £150 12th June: £400 I received confirmation the £150 withdrawal has been authorised on the 14th June...the money has yet to be received in my bank account. As yet, I've received nothing for the £400 worth of withdrawals...this is now the 4th working day past the withdrawal request, and I've yet to receive an email even confirming the withdrawals are authorised (their own SLA is withdrawals within 24 hours). Note, all appropriate ID documents were sent on the 11th June, and an email was received from them on the 12th June confirming they had been approved and ALL withdrawals would be processed. Own of their online chat representatives noted 'these things can happen, payments can be delayed due to how busy they are'...that is completely and utterly unacceptable. From all of the other reviews, it's clear this site is purposely delaying payment in the hope people will spend their pending balances.

I was informed on the 8th June that I would received a refund of all deposits made due to their being a self-exclusion on an affiliate site that wasn't picked up when I opened the account. The casino were very good in resolving the issue and informing me of my refund. Furthermore, the verification process was quick and simple. Since the 8th June however, I have had zero correspondence and zero response to my repeated requests to be updated on the status of the refund (both the amount and the time line of when I can expect to see these funds back in my account). Their chat support have been terrible - simply saying that the finance team had gone home for the day so I would have to wait until the following day to speak to someone. Even then, I am being constantly ignored and no resolution seems to be near despite sending emails, all requested information and numerous chat sessions. How can the funds still not have been sent, despite being informed a month ago that it would be sorted immediately......

on sat the 27th of may 2017 I made a withdrawal for £1000, this was with real money not bonus's, the time scale was 5 working days, I gave enough time for the weekend and the bank holiday, after reading all these bad reviews I opened online chat on Monday the 5th of June the chat was disconnected 3 times, when I did speak to somebody they said give it until the Tuesday. Tuesday no fund's again, I rang them up on hold 20 minutes put the phone down, I rang back a lady answered who was rude sat laughing at me and stayed quite. I put the phone down and rang back, a man answered who looked in to this for me and said he will get a transaction number. he emailed back saying for some reason the payment had failed??? how does this happen convenient . He said that by the close of business on the tues my funds will be processed. today it wed the 7th of may ive rang again and again on hold 20 minutes no answer just told to ring back by Friday if no money is showing in my bank ive emailed again no reply now when I log in to my account live chat does not connect and there's suddenly no phone number to call them, I am a vip customer with gala mecca and William hill never have I had any issues all winning are paid in a few days. I have read the response off the customer services to some customers on here which are disgraceful, this site needs to be shut down robbing money of there customers!!!! ive got recordings and screen shots and names that will all be sent to head office and the gambling commission and I will write as many reviews on as many sites as I can until I get my money. there's that many unhappy customers maybe all go to watch dog and take them to court

Hi, My problem is that i have deposited hundreds of pounds on lucky247 i have also played over 3 thousand pounds worth on there i requested a withdrawal which in there words they aim to process within 24 hours but up to a maximum of 48 hours we are now into the 115 hours point and there not even close to processing it first of all it was there was security problems then all there system was down now there finance is supposedly down and iv been told every day that today was the day until eventually getting a messege on live chat saying tomorrow and now its just got that point where it i can guess what there saying asif its robotnic computers running the chat iv emailed and nothing back and today i have seen online that people have been waiting 4-5 months for them to pay out and after spending so much money on their website i am surely not waiting that long hope you can help

Hi ok so I made a withdrawal on Thursday night last week everything seemed fine got a email next day asking for verification. Which I promptly sent in very clear and used on many other casinos. They replied with a email to say this process will be completed within 24 hours but can take up to 48hrs that's fair enough and usual from experience anyway was told to go onto chat on the Monday as it should have all been completed by then. Well apparently they are dealing with massive delays in processing identification I asked for a time frame to be told they are working as quickly as possible and that my withdrawal will now bounce back to my account as still not verified. I have played on this casino for at least a year and Id has never been requested before anyway obviously my withdrawal will then go back into another 48 hour pending period so I'm not happy I have sent in all the details they requested and require I've emailed and complained and no response and there is no phone number!!! It all seems very dodgy I have the feeling that something else is going on within the casinos staffing levels etc.. I would just like my winnings paid in a lot on the casino over last year hopefully this may get a better answer.