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:
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.
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