Complaint #16 Lucky 31 Casino

Unfairly closing account and confiscating balance

By nmdj123

7 years ago

Message on forum

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.

Disputed Casino Lucky 31 Casino

Reason Account closure

Discussion

AskGamblers

• Support Team

7 years ago

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.

Lucky 31 Casino

• Representative

7 years ago

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

Lucky 31 Casino Complaint Stats

Resolved 13 / 14

Avg. Amount $784

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

Lucky 31 Casino Complaints

See all complaints for this casino

Withdrawal Issue Unreasonable Refusal of Revolut Payment

I have been trying to withdraw my winnings from Lucky31, but the casino is refusing to process my withdrawal to my Revolut account.

Key facts:

My account is fully verified, and all KYC documents have been submitted and approved.

I deposited using Revolut without any issue. Revolut is a regulated financial institution within the EU/EEA and provides me with an Irish IBAN and SWIFT/BIC.

Despite this, Lucky31 refuses to process my withdrawal to Revolut. Instead, they insist I must open a traditional Irish bank account and provide a statement, even though Revolut already meets all the requirements they list (name, IBAN, BIC, bank logo).

Their Payments Team has explicitly told me that their decision is “final and not subject to change.”

This demand is unreasonable and discriminatory. Forcing me to open a separate Irish bank account is not in line with fair gaming practices or their own Terms and Conditions. By refusing to process my withdrawal via Revolut or any of their other listed methods, Lucky31 is effectively denying me access to my legitimate winnings.

I have attached the full email correspondence as proof, showing how Lucky31 repeatedly rejects Revolut and insists on an unnecessary Irish bank account.

My Request:
I kindly ask AskGamblers to intervene and ensure Lucky31 processes my withdrawal to my Revolut account without further unreasonable delays.

Attachment: Email correspondence (PDF)

Resolved

€3,040

Missing Etransfer deposit

So on Feb. 21, 2022 I made a deposit by e-transfer to the casino for $21.00. It was not the first time I've used that method and it has worked in the past before this... It was accepted and I waited at least an hour afterward for it to show up in my bankroll and it never did... So I got onto the live chat and was asked to get the interac transaction ID for that etransfer and send a screenshot of my banking app so I provided those, the agent said that was enough info and she would send it to the financial department and I would hear back by email... Someone did get back to me and after a couple of different msgs I was told that they needed a screenshot of the transaction with my name (account holder) on the same page... In otherwords a pic of my bank statement which wasn't available for at least a week since you don't get it till the end of the month... So that time comes I actually had forgotten about it for a while and when I remembered I sent the email with what they asked for... It is now the 18th of March almost a month later and still nothing, I have emailed inquiring several times and basically get we are still looking into it reply every time and asked to be patient... I think a month is pretty patient... this is unacceptable... I am complaining on here since they don't listen there... I never had any problems with them before but this last deposit really left a sour taste in my mouth... get it together already... ridiculous.

Resolved

$21

Refund for ETH transaction

Hello guys, this is my second complaint and first i want to say sorry for the first one who was a bit empty.

On the lucky31's website I send 0,31 ETH to the address of lucky31's wallet (we can see the address on the screen with the qr code and on the screen with the transaction)

It's written that they don't accept BSC transaction but as on the screenshot we can see that the transaction is accepted but they don't credited my account (the screen of my history) and refuse to refund me.

Since few days they just stopped to reply after i asked them several times to give me the name of the proprietor to ask him for a refund.

Can you, please, help with that situation?

Best regards

PS: I hope that the last ticket is closed cause there is no notification about that ( even on your website when I click on my account ) and i have no "reply Link" as you can see on the last screen.

Resolved

Casino misinforming me of restricted access

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.

Resolved

€84

Payment of €500 delayed about a month

Hi,

My problem is I withdraw 500€ from lucky 31 , this payment is approved since the 7th of April. Still didn't received it.

I'd like to received it. I feel like I get scammed. And when I send I email to the support service, the email can't get delivered.

All those proof here :

Resolved

€500

Waiting for my payment of €450

Good morning Team ASKgamblers and Lucky31 Good entry of the Year everyone

The reason for the complaint is as follows:

A withdrawal for an amount of 450 euros was approved on December 25, 2020, I have contacted the casino several times by chat, but in my opinion they do not give me a satisfactory explanation of the reason for the delay (they say it is due to the Christmas parties).

I hope that by making the complaint here, you can explain the reason for the delay and the most important thing that I get the money.

a greeting

Resolved

€450

Trouble to deposit in this casino for more than one month

Good morning,
I m having an issue with the deposit in Lucky 31 casino.
I m VIP Platinum and i Got a Vip Manager to help me with my problems. So about a month ago, I started to get trouble to deposit and i sent whatsap to my Vip Manager who tried to help me for 2 or 3 days and after that stopped to answer me.
I had to send 10 or maybe 15 differents emails to the support to get some help but the same response always comes, you have to play from a computer, to change your navigator, to borrow all the cookies.... I have tried eveything and more than anything I asked why my Vip Manager didn t answer me anymore but I never got an answer.
The casino Dublin bet has exactly the same game platform and the same browser than Lucky 31 and I have no problem to deposit so I explained that to them. I Told them that i could play on dublinbet without problem and using the same platform but no one helps me.
I feel disrespeted after all the money I have played on it so I would like to ask you to sort that problem out because I have no problem with my computer or browser..
They just need to change their browser as they did it once i had a problem and the problem disappeared
I insist because as a Vip I got some facilities in this casino.
Thank you in advance
ELODIE
PD : if you need any proof as copy of email or live chat or whatsap i can send you everything.

Resolved

I was able to deposit OVER my active weekly deposit limit

Dear AskGamblers,

On December 10, I experienced a responsible gaming problem on lucky 31.

I have a deposit limit on my Lucky31 account (50eu/week) as you can see in the attachment.

On December 10, I tried to deposit and, to my surprise, I was able to deposit over my limits! Then I deposited 1100eur without problems.

To remind, my limits on this site are 50eur/week. I deposited 1100eur December 10!

I went to the live support asking why am I able to deposit if I fixed limits. They told me that it's my fault because I deposited. First, it is a breach from the casinos. Their limits don't work at all!

I don't know what's clearer than the limits I fixed (see screenshot in attach). 50eu/week, easy as that! Today my account has NO LIMIT even if I settled my weekly limit.

I ask the refund of my 1100eur deposit on my bank account for breach over the deposit and limit system. I think responsible gaming is one of the most important things in gambling. They clearly did not respect this. I try not to play very often and they continue to keep my account with no limit deposits even if I settled limits. I think responsible gaming is one of the most important things in gambling. They clearly did not respect this.

I had the same problem with FATBOSS (same group). Seems like there are serious problems with this group with responsible gaming.

In attachement, all evidences and the chat confirms the problems with limits and that my limit of 50/week was fixed in 2017.

If I can ask for ALL deposits I made from 2017 till today, I want to ask the refund of these deposits. Not only the deposits I did on December 10.

Kind regards,

Tristan <removed>

Resolved

€1,100

Winnings removed due to bonus terms violation, but refusing to refund deposit

Hello, following a so-called non respect of the rules concerning the bonus my account is found at 0 euros while I had 1200 euros on it.
I made a deposit of 200 euros. a bonus of 130 euros was credited to me.
I do not understand that one makes me at least my deposit of 200 euros with the associated gains ...
And why wait for my first withdrawal request (15 days) to clear my account?
I ask that I be returned the 1200 Euros, or at least the 200 euros of deposits and associated gains. For me only the gains associated with the bonus and the bonus can be dismissed.
thank you

Unresolved

€200

Delayed Payment with no explanation

It was my first time depositing at this casino. After playing, I then submitted my documents since I was planning to withdraw my remaining balance of $100. The documents and account was thereafter verified. I then tried to withdraw my balance. That was 24 days ago. The agents, though respectful, has no answer as to why payment is delayed. They (Financial Department) do not answer emails either. So this has been a frustrating experience thus far.

Resolved

$100