Complaint #21
Lucky247 Casino
Account closed and withdrawal cancelled!
11 years ago
Hi,
On November 30, 2014 I requested a withdrawal of € 70 and I sent I the documents for verification.
The next day the casino closed my account and sent me the following email:
'Kindly be advised that we also require an alternative method of payment to be added to your account which is controlled by the bank. This may preferably be a Visa card or banking details, in order for the casino to make a payment to you as we are unable to make payments to Mastercard in currencies other than Great British Pound
Please inform us once done by simply replying to this email.
Please note that failure to respond within the next 48 hours will result in your withdrawal being credited back
to your gaming account by our Accounts Department and you would then need to do another withdrawal request thereafter'
I replied by email that I want to save my credit card references visa, but I can not because my account is still closed.
06 November I received an email informing me of the casino do lock players accounts during the verification process.
On November 10, I received the following email from the casino:
'As part of our standard security measures to ensure that our players are protected, we need to verify some of your details.
Please reply to this email with the below details in order for us to complete the verification process.
If we have not heard from you in the next 48 hours, your Lucky247 Casino account may be suspended'
1. Contact Number (contactable number/s as well as an appropriate time to call you.)
2. Full Name
I sent my response and I specified that I am available from 5h pm to 6h pm
But I have not received any telephone communication from casino But I received the followingemail:
'If you are aware that you have used someone else's details, such as address or telephone number,
please explain to us the relationship you have with that person'
I replied that my husband also has an account Lucky247 and I never used registration information from
another account. it is the address indicated in my identity card.
On November 13, I received the following email :
'In order to protect your personal security, we request that you submit the following information within the next 14 days:
1. Residential Address
2. Telephone Number
3. Copy of a recent utility/telephone bill (as proof of residency), not more than three months old
4. Copy of a valid photo I.D. such as a driver’s license or passport'
I answered and I sent the documents back.
For two weeks my account is closed and my problem was not solved; I play in other casinos and I have never met a problem
On November 30, 2014 I requested a withdrawal of € 70 and I sent I the documents for verification.
The next day the casino closed my account and sent me the following email:
'Kindly be advised that we also require an alternative method of payment to be added to your account which is controlled by the bank. This may preferably be a Visa card or banking details, in order for the casino to make a payment to you as we are unable to make payments to Mastercard in currencies other than Great British Pound
Please inform us once done by simply replying to this email.
Please note that failure to respond within the next 48 hours will result in your withdrawal being credited back
to your gaming account by our Accounts Department and you would then need to do another withdrawal request thereafter'
I replied by email that I want to save my credit card references visa, but I can not because my account is still closed.
06 November I received an email informing me of the casino do lock players accounts during the verification process.
On November 10, I received the following email from the casino:
'As part of our standard security measures to ensure that our players are protected, we need to verify some of your details.
Please reply to this email with the below details in order for us to complete the verification process.
If we have not heard from you in the next 48 hours, your Lucky247 Casino account may be suspended'
1. Contact Number (contactable number/s as well as an appropriate time to call you.)
2. Full Name
I sent my response and I specified that I am available from 5h pm to 6h pm
But I have not received any telephone communication from casino But I received the followingemail:
'If you are aware that you have used someone else's details, such as address or telephone number,
please explain to us the relationship you have with that person'
I replied that my husband also has an account Lucky247 and I never used registration information from
another account. it is the address indicated in my identity card.
On November 13, I received the following email :
'In order to protect your personal security, we request that you submit the following information within the next 14 days:
1. Residential Address
2. Telephone Number
3. Copy of a recent utility/telephone bill (as proof of residency), not more than three months old
4. Copy of a valid photo I.D. such as a driver’s license or passport'
I answered and I sent the documents back.
For two weeks my account is closed and my problem was not solved; I play in other casinos and I have never met a problem
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