Get Lucky Casino - I made a deposit but on my balance is still 0

So I registered to GetLucky about 4 months ago to have some fun, luckily I came out with a great winning(£2k+) after I finished the wagering of the welcome bonus. I went to withdraw my winnings when they requested the usual documents from me as online casinos request sometimes. I uploaded my documents which they accepted and approved(have the confirmation emails from them) so headed to login and withdraw when I found out that my account is closed. I wrote them an email immediately asking what happened? Got the answer: Dear XY, I hope this email finds you well. I am contacting you as a senior member of staff regarding the complaint you approached us with concerning the closure of your account. Apologies about the delay in getting back to you XY. After investigating the matter further Internally alongside our Payments and Fraud team, I can confirm that your account has indeed been closed and will not be re-opened since it was found that you were in breach of our terms and conditions. Please find the points below for your convenience: 2.3 Any individual registering to become a player with Get Lucky must provide valid, complete and correct information to Get Lucky. You hereby acknowledge that if any of the information that you provide to Get Lucky is false or incomplete, your registration will be refused. Should you already be registered as a player with Get Lucky, Get Lucky is entitled and required to cancel your registration as a player and close your player’s account, however contractual obligations already made will be honored. 2.19 Get Lucky reserves the right to ask for verification documents at any time, and we can temporarily suspend your account until we receive the required documents. Get Lucky carries out additional verification procedures and players having cumulative withdrawals exceeding 2,200 Euro will be requested to provide Get Lucky with personal documentation, such as but not limited to copies of identification documents, utility bills, credit cards, bank statements etc. A player’s account might be closed permanently and or a withdrawal may be refused if a player does not provide Get Lucky with the required documents and or if the player is found to have supplied false or misleading information. Please note that this decision is final and will not be reversed. I wish you a lovely Sunday, XY. Best regards, Scott GetLucky's Customer Support Team Leader Nonsense. They approve all my documents and all of the sudden they just change their mind? Now I did find several other complains with the exact same tricky play from GetLucky's side so I'm hoping AskGambler can help me out with this matter. I was trying to get a specific answer to my question that: Which of my documents you found "false"? But instead they were keep repeating themselves with the same term over and over again. I just cannot get anywhere with my case and I know they just simply took my money(and many others?) and shut their door in front of me. Jokes. Can someone help me please? Thank you in advance

Hello, I visited last week for the first time Getlucky casino, and i registred there. I received the freespins promotion like all other players did ( it was for all players ) and i used them and made 51£. They wanted to verify my Documents , so i sent them all to them and i got emails from them that all the documents are verified and i will be able to withdraw after a while. So i waited and they again wanted my Bank Account Papers so i sent them and they accepted them. After that they closed my account after few hours from making the Withdrawal and they rejected it as well. Getlucky gave no reason and are just not answering me. I did all the things right and there was no problem with any of the accounts .this casino are making a fraud against the T&C. I'm writing with hope that you may help me get the funds that i earned correctly, and not let them just make the players look like they are just no one.i sent my personnal docs to them with sensitive infos and waited since last week till now , and so they treat poeple. You will find some screeshot attached to this text. Thanks in advance. Best regards.

They gave 100fs for Merry Xmas slot and the spins was wagger free. I played them and won few € but continued playing till i got up to 350€ and i made withrawl. Withdrawl was pending almost 24hrs and then they canceled it i went to live chat ask why, I got the aswer what was "Please note that Payments Team have closed your account permanently and this decision is final." and "per terms: GetLucky reserves the right to ask for verification documents at any time, and we can temporarily suspend your account until we receive the required documents. GetLucky carries out additional verification procedures and players having cumulative withdrawals exceeding 2,200 Euro will be requested to provide GetLucky with personal documentation, such as but not limited to copies of identification documents, utility bills, credit cards, bank statements etc. A player's account might be closed permanently and or a withdrawal may be refused if a player does not provide GetLucky with the required documents and or if the player is found to have supplied false or misleading information." I did send the documents befor and they accepted them. I still kept asking what was the reason for closing my account and refusing to pay my winnings all the answers i got copypasting that same term 2-3 times and finaly "We will not be able to assist you further."

Hi I won a large amount of £2738 from Get Lucky Casino, They then asked me for documents which I uploaded, and these were approved, the very next day. I then went to log into my account to withdraw my winnings, and my account was closed. I emailed them, and they replied and said the following : - ''2.19 Get Lucky reserves the right to ask for verification documents at any time, and we can temporarily suspend your account until we receive the required documents. Get Lucky carries out additional verification procedures and players having cumulative withdrawals exceeding 2,200 Euro will be requested to provide Get Lucky with personal documentation, such as but not limited to copies of identification documents, utility bills, credit cards, bank statements etc. A player’s account might be closed permanently and or a withdrawal may be refused if a player does not provide Get Lucky with the required documents and or if the player is found to have supplied false or misleading information.'' I dont understand the above term, the information was accurate and correct and immediately uploaded. I went on chat and asked them why my account is closed and why my money was confiscated and they told me the exact same term. I then asked them how have I breached this term, and they sarcastically told me whats not to understand your account is closed and we are not paying you! They will not tell me exactly what I have done, because I have not done anything wrong, and they just have pointed this vague term to get out to not paying!! This is outrageous that a casino can just not pay a honest like that, and the way they have treated me is totally disrespectful

Hi I won £1000 from 10 free spins at the end of august - i played till i was able to withdraw the funds ie no funds were bonus funds - i was asked to send verification documents over the following days including bank statement proof of id proof of address and front and back of cards - i had 2 cards previously used that were inactive due to being lost - i finally managed to send 2 snap shots of transactions to them with these cards yesterday - they were accepted and i made sure that nothing further was required - was advised to withdraw and wait for withdrawal to be approved - i did that and this morning the funds appeared back into my casino account - i got in touch via chat and was advised that my bank had rejected the payment to my card - i have checked and there are no holds on my card and they cannot see why the payment would be rejected - i got back in touch and this has been escalated to senior payments team - with no timescales - i do find this alarming to say the least - I have tried to be patient but at the end of the day I have done everything asked of me. this is what i provided Uploaded Files FILE NAME FILE TYPE COMMENT UPLOAD TIME STATUS IMG_7172.JPG Proof of Address Wednesday, 31 August 2016 01:53 Approved IMG_7009 (2).JPG Photo ID Wednesday, 31 August 2016 02:11 Approved image1.JPG Credit Card Copy this is the card i am trying to deposit with Thursday, 1 September 2016 15:07 Approved image2.JPG Credit Card Copy BACK OF CARD Thursday, 1 September 2016 15:08 Approved image1 (1).JPG Credit Card Copy hsbc card attached to bank account Thursday, 1 September 2016 21:40 Approved image2 (1).JPG Credit Card Copy back of hsbc card attached to my account Thursday, 1 September 2016 21:41 Approved image2 (2).JPG back of 3294 Sunday, 4 September 2016 23:34 Approved IMG_7171.JPG Proof of Address, Bank statement / screenshot of bank account Sunday, 4 September 2016 23:38 Approved transaction_to_get_luck_using_card_ending_8139.pdf Other : POD POD Sat urday, 10 September 2016 15:05 Approved transaction_from_3294.pdf Other : POD POD Saturday, 10 September 2016 15:05 Approved image1_(5).JPG Bank statement / screenshot of bank account, Other : conf. of CC's acc. closure Saturday, 10 September 2016 15:05 Approved The ticket reference for the investigation is LTK12145010310003X General Info Chat start time Sep 10, 2016 8:31:50 AM EST Chat end time Sep 10, 2016 8:38:51 AM EST Duration (actual chatting time) 00:07:01 Operator Jasz Chat Transcript info: You are placed number 1 in a queue of 1. The average waiting time is 0 minutes and 6 seconds. We are eager to hear what you think about our services, simply fill out our exit chat survey at the end of the chat :) info: You are now chatting with 'Jasz' info: Your Issue ID for this chat is LTK12145010294765X joanne burden: how do i take a screen shot Jasz: Welcome to Live chat! How may I help you? Jasz: Hi Joanne joanne burden: Hi Jasz you have asked for a virtual screen shot of the transaction - i am clueless lol how do i do it Jasz: In order to take a screen shot, you will need to click 'Print Screen' from your keyboard and paste it somewhere in order to send it to us Jasz: Are you using Windows or Mac? joanne burden: so can it be the whole screen joanne burden: windows Jasz: Yes it has to be the whole screen joanne burden: so mike has confirmed that i only have to do this for 3294 as 8139 was used over 6 months ago joanne burden: can you confirm that when i have sent this i will be able to withdraw Jasz: Ok once you have the files, we will look into it for you to allow your withdrawal however they will need to be checked by the payments team before I can confirm anything joanne burden: ok thats ace - feel we are getting somewhere :) Jasz: I do to :) Jasz: Is there anything else that I could do for you? joanne burden: yeah :)))))) have a good day Jasz: Have a great day! If you feel like rating my service, please do so after our Chat. If you click on End Chat, the survey will appear. Would be much appreciated! :) joanne burden: will most certainly be giving positive one info: Your chat transcript will be sent to [email protected] at the end of your chat. eneral Info Chat start time Sep 10, 2016 5:51:31 AM EST Chat end time Sep 10, 2016 6:19:41 AM EST Duration (actual chatting time) 00:28:10 Operator Mike Chat Transcript info: You are placed number 1 in a queue of 1. The average waiting time is 0 minutes and 20 seconds. We are eager to hear what you think about our services, simply fill out our exit chat survey at the end of the chat :) info: You are now chatting with 'Mike' info: Your Issue ID for this chat is LTK12145010292560X joanne burden: worried about verification for cards 3294 and 8139 Mike: Welcome to Live chat! Mike: Hi Joanne! joanne burden: hi i have sent my document as requested from my bank - hi mike Mike: Let me take a look for you. Which email did you sent it towards? joanne burden: to you ref L TK12145010273949X Mike: I found it indeed. Let me ask our Payments team if they can take a look now joanne burden: i hope its ok joanne burden: thank you Mike joanne burden: sick with worry waiting :) Mike: I can totally understand that, checking it for you now joanne burden: thanks - i know i you are doing your best Mike: No problem at all :) Mike: Okay I talked to them and they got back to me with the following. --8139 is sorted as the card hasn't been used for 6 months and this letter covers the replacement confirmation. The other card has been recently used and you provided us with copies (back has been approved but front has been refused due to last 4 digits covered). Could you possibly upload a copy of the front of that card with those digits visible? If not possible, a screen shot of a transaction made with this card is needed. It's because it's recently used. joanne burden: when was it used - i found the picture in my photos and cannot find one without the first 4 digits - i had a look on my online banking and it doesnt show what card is used at any time the card i am using now is the replacement - i lost the other card too - i have had such a run of bad luck - what else can i show if i cant provide a screen shot? thae bank have confirmed that its been replaced joanne burden: what type of transaction? Mike: A deposit made into the account with us. I'm looking for you now joanne burden: it will show the transaction the account number and the amount coming to you but not the card number Mike: That will provide Joanne ! If you can send that over you are sorted. Mike: I'm sorry about the hassle but I hope you understand we need to verify these kind of things properly. joanne burden: hi could you tell me the date that i last made a deposit with the card and i will send it to you today Mike: This card was last used 2016-05-26 01:43 CEST. :) joanne burden: you are a star Mike: Thank you Joanne joanne burden: need to go to work but will get on to this as soon as i get back at 1 - thank you again Mike: You're welcome and thank you Joanne. Have a good day! info: Your chat transcript will be sent to [email protected] at the end of your chat. I hope you can find out whats happening - very frustrating

I deposited a lot of money with this company lost most of it had 86pound left decided to self exclude as I was betting to much they contacted me said they would give me what was left in my account I sent all my documents they told me they had been approved its been 2 weeks now and all I get from them is it takes long because I self excluded well sorry for realising I had a problem all I want to do is get my money back and draw a line under this so I can move forward its been 2 weeks can I pls have my money?? It took you seconds to take 1000 off me but 2 weeks so far to give me 86pound

Tried to deposit £100 on my credit card ..would not accept so rang up my card issuer who authorrised it ...sorted that out ..then put money on with 100% bonus ..played through half my money waiting for bonus to be added ..went looking on casino to see why it had not been added ..said i had to deposit more money to get the bonus ..went on to chat and spoke to chazz explained all to him...with a LENGHTY CONVERSATION TO HIM to him about where is my welcome bonus he answer was...you should have contacted us about your welcome bonus even though we had clicked on the bonus ..he offered me 15 free spins what a joke !!!!!....do not join this casino a complete upper rip off