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Get Lucky Casino - Refusing to pay out my winnings, refusing to give any clear answers regarding the money confiscation and account closure

UNRESOLVED
adibito United Kingdom Message
Posted on March 21, 2018

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

AskGamblers
Posted on March 21, 2018

Dear @adibito,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Thanks for cooperating the AskGamblers Complaints Team.

adibito United Kingdom Message
Posted on March 21, 2018

Thank you AskGamblers, it was £2855.36

Posted on March 21, 2018

Hello @adibito,

As I can see from the email previously sent to you, it appears you were in breach of our terms and conditions.

If there are any further queries you may need assistance with, we would be happy to help.

adibito United Kingdom Message
Posted on March 23, 2018

Hello Getlucky,

can you explain why did you approve all of my documents I sent to you and then coming up with this "breach of term" idea? Its clearly saying you "reviewed and approved"!
If any of my documents were "false" or "misleading" as your term says(they are not) then you would not approved them at the first place, would you? See the attached pictures

Posted on March 27, 2018

Sorry for the delay in getting back to you.

Please see the following terms that were breached-

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.

Due to being unable to expose sensitive information, we would not be able to expand further on this information.

AskGamblers
Posted on March 30, 2018

Unfortunately, Get Lucky Casino didn't provide the necessary information to AskGamblers Complaints Team so that the complaint could be adequately reviewed and decided. Obviously, we have no other option but to close the complaint as Unresolved and recommend a player to forward their issue directly in front of the relevant regulatory body. As soon as AskGamblers Complaints Team is being notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly.

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