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Casino Complaints

Delaying my payment

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By mattiazpet
10 years ago
Message on forum
Hi! For a while back (2016-02-27) I played on lucky247casino and won 4184euro. Uploaded all verification needed and waited for the withdrawal.
When the money hadn´t show for a while. I tried to talk to their live support. They said it shouldn´t take long. It was holidays and their management team and finance team didn´t work during that time. After the holidays no money had shown. Again I asked the support why? They said the account was under review or something. Now I have got a deposit on my account of 250euro (same as I deposited). I had 2x pending withdrawals on 1500euro each and 1 of those pending 1500withdrawals is completely gone and the support don´t have any answer at all for this.

Attaching a file that all my documents are approved.
Disputed Casino Lucky247 Casino
Reason Delayed payment

Discussion

User name
AskGamblers Complaints Team has been provided with complete and detailed information regarding this case on behalf Lucky247 Casino management. We can now confirm that there are enough proofs that submitter of this complaint violated the following Lucky247 Casino term #19.3:

To Play Central (Ltd) reserves the right to cancel Your account for any reason whatsoever at any time without notice to You. Any balance in the Your account at the time of such cancellation will be credited to Your credit card and/or sent to the You by cheque. However, the casino reserves the right, in its unfettered discretion, to void any winnings and confiscate any balance in a casino account in any of the following circumstances:

If You have more than one active account for the casino; If the name on Your casino account does not match the name on the credit card(s) used to make deposits on a casino account; If You participate in a casino promotion and cash-in before fulfilling the requirements of that particular promotion; If You provide incorrect or misleading registration information; If You are not of legal age; If You reside in a jurisdiction where participation in casino games is prohibited by law; If You have allowed or permitted (intentionally or unintentionally) someone else to play on casino account; If You have not played at the casino on an individual basis for personal entertainment only (that is, You have played in a professional sense or in concert with other Player(s) as part of a club, group, etc.); If You have “charged back” any of the deposits made with Your credit card on Your casino account; If You are found colluding, cheating, money laundering or undertaking fraudulent activity; If it is determined by the casino that You have employed or made use of a system (including machines, computers, software or other automated systems) designed specifically to defeat the casino; If You use the Website or Your account in bad faith; If You make statements that are sexually explicit or offensive in the chat facility, including expressions of bigotry, racism, hatred or profanity; OR If the casino should become aware that You have played at any other on-line casino under any of the circumstances set out at (i) to (xiii) above.

Based on the above we can confirm that Lucky247 Casino acted as per their own terms and conditions in this particular situation and therefore player's claim is considered as invalid. We consider this complaint Resolved and officially closed.

In a case of a disagreement with the decision made by the AskGamblers Complaints Team, we encourage a player to seek further assistance on this matter from the relevant licensing authority responsible for Lucky247 Casino.
User name
AskGamblers Complaints Team are still in communication regarding this case with a Lucky247 Casino management.
User name loyalty-level-2
No I´m not satisfied.. I have talked to their support and I have emailed them 2 times and I wanna know what part on sector 19.3 I have breached their conditions and haven´t gotten any replay of it..
I have checked throw their agreement and i wanna know what part of sector 19.3 I have violated.
User name
Dear @mattiazpet,

Are you satisfied with a casino response, can we close this complaint? Please be advised that in case you fail to respond within the given time frame we will consider this case as resolved and closed.

Lucky247 Casino Complaint Stats

Resolved 56 / 70
Avg. Amount $1,531
Avg. Complaint Duration 9 days
Avg. Response Time 3 days

Lucky247 Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.
So far, 48 out of 60 complaints in this category have been resolved.
This operator's average complaint duration is 9 days, while the average duration across all operators is 8 days.

Screenshot

Lucky247 Casino Complaints

See all complaints for this casino
Two seperate withdrawals being delayed despite account being verified

I have two withdrawals pending with lucky247 casino for £985.12 and £2503.69. I have been told on multiple occasions that my account is successfully verified and that my withdrawals will be processed later that day. Every day I check and I have not had my winnings. I can confirm all of these interactions with the casino via email. I have sent them id, address, card used to deposit as well as an id selfie. At this point it just feels like they are inventing excuses to cheat me out of paying my winnings. Please let me know what evidence you will require for this dispute. Thanks.

Status unsolved Unresolved
£3,489
Refused £416 withdrawal
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!
Status unsolved Unresolved
£416
Payment of £4,000 delayed for well over a month now
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.
Status unsolved Unresolved
£4,000
Waiting too long on remaining $9,400 withdrawal
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 >
Status solved Resolved
$9,400
Delayed payment of $500
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.
Status solved Resolved
$500
Payment delayed past their own withdrawal time frames
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.
Status unsolved Unresolved
£550
Refund still not processed despite almost 4 weeks since notification
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......
Status solved Resolved
£300
Delayed payment and poor customer service
Hi, I signed up to this site and deposited the amount of 20.00 to receive the bonus spins etc, i then spent all of my bonus winnings and was left with 350.00 to withdraw, I have now been waiting for over a week for them to process my withdrawal and feel I am being fobbed off every time I contact them regarding this issue. I have spoke to a lady this morning on the live chat who told me it would be processed by 5pm today and I would see it had being approved for withdrawal guess what I am still waiting for it to be approved. I feel they are trying to hold on to funds so that you change your mind about withdrawing and reverse it and spend more money with them. I am not a happy bunny.
Status solved Resolved
£350
Will it ever process my payout?
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
Status solved Resolved
£1,000
No payment, poor costumer service
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
Status unsolved Unresolved
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