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Lucky 31 Casino - Casino misinforming me of restricted access

RESOLVED

Complaint Info

Disputed casino

Lucky 31 Casino

Amount

€ 84

Posted on May 12, 2021

I signed upto lucky 31 casino after receiving a link from a 3rd party advertising this casino to uk players stating 'new to uk'.. I deposited over £80 and played both blackjack and slots.. After speaking to live chat regarding bonuses I specifically asked if uk players were allowed as I noticed deposits were only being made in dollars and euros. I was told yes this was fine ( as shown in the screenshot) then when they told me to read there terms and conditions as this will show this I noticed uk was listed as not being allowed.. the casino rep stated again that uk was allowed.. then all of a sudden changed there mind and said uk isn't allowed and closed my account down straight away.. I have learning difficulties and this is why I specifically asked the support as that's what there their for.. I also fail to understand as to why the slot games on there casino from big providers are not blocked to banned territories as they are on most cases. Yet I was allowed to play any game with any provider. . I believe I'm entitled to my deposits returned. I understand human error can occur but I believe this casino knew what was they was doing. Why didn't they close my account down before I played the games.. misinforming shouldn't result in a player losing £80. I have sent screenshot of my case.

Posted on May 13, 2021

Dear DAZZA171,
Thank you very much to contact Lucky31.

As per the previous emails exchanged, we were able to inform you how much and when the refund was processed.
Having that said, you have been refunded for a 100% of your deposits (84€) as your account was created in Euros, and any movement was done in matching currency.

Attached you can find the total deposits ever done in your Casino account in Euros, against the funds we have refunded you.
It's a perfect match, therefore, Lucky31 isn't responsible for any bank charges or currency conversion, in that case, we advise you to contact your bank and discuss this matter with them.

For your privacy and safety, some of the information was covered up, therefore you will receive them in full, in our next email exchange.

We wish you the very best in the future.
Be safe and be protected.

Best Regards,
Sam
Lucky31 Team

Posted on May 13, 2021

Whilst I accept the fact you have shown me this I have also added a screenshot of only £45 being received.. 84 euros converted is roughly £72 not £45.. you can also clearly see my deposits made .. I therefor believe this case isn't closed until the full amount is received. Many thanks.
Darren

Posted on May 13, 2021

Dear DAZZA171,
Thank you very much to contact Lucky31.

Lucky31 isn't responsible for any bank charges or currency conversion, in that case, we advise you to contact your bank and discuss this matter with them. As per your screenshot, I can see the funds received, therefore, they are reviewed beforehand by your Bank and so, credited accordingly.

I understand the outcome might not be satisfactory to you, however, from our end, there's nothing else we could assist you with.
The proof of payment has been shared and once again, I inform you, it's a perfect match considering the amount deposited in our Casino.

No other funds will be refunded to you or your Bank Account.

We wish you the very best in the future.
Be safe and be protected.

Best Regards,
Sam
Lucky31 Team

AskGamblers
Posted on May 13, 2021

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Lucky 31 Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.