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Lucky 31 Casino - Unfairly closing account and confiscating balance

RESOLVED
nmdj123 Peru
posted on July 19, 2018.

Lucky 31 has closed my account with a balance of $4,545. Their reasoning is that I did not use my real name at the casino, which is absurd. I have two first names. I registered with the first of my two first names, as this is what I use day to day. When I sent my documents to verify my account, the casino asked me about this and I told them exactly this and was honestly puzzled as to why they were even asking me about such a minute detail. They responded with this email: "Thanks again for your email. Before any further do, we're treating you with all due respect. We also gave you the opportunity to express and explain yourself, however, the reasonable explanation never came. Based and stated in our Terms & Conditions, your account has been permanently closed and your funds blocked. We do not tolerate or accept inconsistencies at the registration point, we take it very seriously, as it could affect our business & reputation along the way." I want to give them the benefit of the doubt and think something got lost in translation somewhere, but this whole ordeal seems bizarre to me. It seems more likely they are just looking for any reason at all to keep my winnings. I hope I am being clear. It's kind of hard to explain this situation without putting out my personal details. I would be glad to private message you a more exact explanation.

As I said in the latest email, it is clearly a typo and in no way an attempt to misrepresent myself. Or maybe they are mistaken, I cant log into my account to verify what they say. I do have an account at casino extra, a sister casino, and can confirm that all of my information is correct there. For what its worth I have $3,546 in deposits at lucky 31 and no cashouts, and also $1,950 in deposits at casino extra with no cashouts. So if I supposedly did make some error when I registered that nullifies my account, at the very least I think I should receive my deposits back. Thanks for any help you can give me. 

posted on July 19, 2018.

Hi NMDJ123,

We are sorry about that, but our terms & conditions are clear.

If you create an account with a false name, as our T&C's explain, your account will be closed, and your funds trapped.

2.1.6. You must enter all mandatory information requested into Your registration form, including, but not limited to, Your identity, Your address and contact details, a valid e-mail address. All information supplied to Lucky 31 must be true and correct. It is Your sole responsibility to ensure that the information You provide is true, complete and correct and You hereby decorate and warrant to Lucky 31 that the information provided is true, complete and correct. You are hereby notified that Lucky 31 carries out verification procedures, whether itself or through third parties on players depositing or withdrawing money. You may be requested to provide Lucky 31 with documents, such as a copy of the passport, utility bills or credit card. Your Member Account may be blocked or closed and/or the funds on Your Member Account may be withheld if You do not provide requested information or documents or if such information or documents you supply is/are found false or misleading. You shall keep the information up-to-date and immediately notify us of any change to the information provided during registration.

All pieces of evidence will be provided to Askgamblers.

Regards,

Franck

AskGamblers
posted on July 19, 2018.

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Lucky 31 Casino management in regards of this complaint to confirm and justify the casino actions.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

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