Max Bet Infringement

I have an account with this casino and on the 22 Aug I deposited EUR20 - I never normally accept bonuses however in error I accepted EUR10 Bonus . I do not recall the Balance every been under E10 and once I was playing I got into bonus rounds and kept winning on all different games. I then proceeded to up the bet and again continued to win - at one stage the balance went up to E900 however when it got to E500 I requested a withdrawal. On the 03 Sept I received email from Casino - See text below

Acc: yerwoman2010

First off, we’d like to say thanks very much for playing here at Lucky247! It’s great to see you’re enjoying our awesome game selection. However, did you know that you may have unintentionally transgressed one of our Ts&Cs?

We’re specifically talking about the promotional condition no. 14, which states “Equal, zero, low margin or hedge betting will be construed as irregular game play for bonus wagering requirements.” As we said, this is probably an inadvertent infringement but it’s our job to keep you in the safe zone as a player! Click here to see the full Ts&Cs:

http:/­/ww­w.l­uck­y24­7.c­om/­ter­ms-­and­-co­ndi­tio­ns/­pro­mot­ional

In your case, you exceeded the max bet of 20% of your gaming activity by wagering over 20% of the bonus you received.

This is calculated as the max stake = bonus x 0.2. In a nutshell, what you wager of in bonus credits cannot exceed what you wager in your regular casino credits.

It’s also our job to protect the rules and regulations of the casino, which means we are required to confiscate your cashin and return the original deposit and bonus by crediting them back to your gaming account.

Now that we’ve got that cleared up, you’ll be able to play again knowing the gaming conditions! But please do not hesitate to contact us if you have any questions about this process.

Here’s to winning big,

The Lucky247 Support


My complaint is

I contacted them to discuss this and they said that they have established that the winnings that I won were because they gave me the E10 - now I do not recall the balance been lower than E10 so they cannot say that I won because they gave me E10
They refused to give me my transaction log so that I can verify this - and this is not available online. If I was to get my transactions I know it would be evident that the balance did not go below E10 so they cannot say that I won because of the 10 they gave me.

I have always declined bonuses however they told me on the phone that this was my 3rd deposit match bonus - this again does not make sense as i normally decline bonuses due to wagering requirements. In addition to this they said the only way i could decline bonus is by telephoning them and requesting this - on this phone call the 03 Sept he told me he would remove the Bonus option for me however I continue to receive emails about bonuses.

They explained that because I bet higher than 20% of the bonus i.e. I bet more than E2 they had right to cancel withdrawal.

At no stage did any warning come up to advise of this.

Also if this was my 3rd bonus match it does not make sense as when i first deposited with them i recall declining bonus and i made a withdrawal - therefore i don't think they should have applied a 3rd matched deposit.

They should have made this more clearer - I think it is extremely unfair for the casino to state that I won because of the E10 and that because i increased my bet they cancelled my withdrawal.

I would appreciate if this could be looked into

unfortuantely i cannot attach transaction history as they will not allow same or provide me with this information

thanks