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

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.

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 :

<private information removed>

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>

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.