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Get Lucky Casino - Refused pay my winnings and closed my account permanently, no further explanation whatsoever

Complaint Info
Disputed casino Get Lucky Casino
Reason Declined payment
Amount € 100
Posted on December 24, 2017

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."
"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."

Posted on December 26, 2017


Please note that this is being looked into.


Get Lucky!

Posted on January 3, 2018

Looks like that Getlucky employees doesn't give a < word removed >.
I heard that there have been multiple same kind of cases similar as mine.

Please avoid this casino.

Posted on January 3, 2018

Dear @fb_10­205­955­616­397621,

Please keep in mind that AskGamblers Complaints Team maintains zero tolerance towards verbal aggression or any other kind of behavior which could be considered as offensive. Please refrain from using abusive epithets from now on, otherwise it may result in your current complaint being rejected.

Thank you for your cooperation.

Posted on January 5, 2018

Dear @fb_10­­20­5­9­55­­616­­39­7621,

We are still investigating this case. We are sorry for the delay in this case!


Team Get Lucky!

Posted on January 8, 2018

Dear FB_10205955616397621

Please note your account has been reopened and you can now make your withdrawal as per the free spins offer terms and conditions.

2.39 The maximum payout amount that any customer can request to withdraw after winning any amount related to any no-deposit welcome bonuses or free spins (excluding those winnings deriving from a deposit bonus) is €100 or the equivalent in other currencies. Any amount above €100 will be removed from your player account upon your withdrawal request.

Best regards,

Team Get Lucky!

Posted on January 10, 2018

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.

Get Lucky Casino Complaints

  • 2 of 6 resolved
  • 3 days avg response
  • 1 week avg complaint life
  • 963 USD avg amount

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