Joined lucky24/7 and was issued a bonus that I did not ask for, fine I can play through if I win anything which I did. I then read the hundreds of complaints relating to the confiscations of funds due to the winnings being greater than 6 x the bonus value, again fine I will withdraw 6 x the value of my bonus (plus £99 which I won on a progressive jackpot that lucky247 state in their t&c's are not affected by the bonus issue).
I request a withdrawal (t&c's state up to 48hrs to process), exactly 48hrs later I receive an email requesting ID docs - I had used the live chat 2 days prior to offer my docs as I knew they would be required, I was told to wait on the email request. This was the first stalling tactic.
I submit my docs and call the help line, I have a phone call verification and am told that the docs had been expedited and would be sorted out shortly.
Another 48hrs go by, my funds are still sitting pending withdrawal so I use live chat. I'm told on live chat (quoted from Kate..) "there is a new process in place where funds pend for 7 days, upon a successful verification the account is subject to further routine reviews. If successful the funds are processed between 2-5 days". SERIOUSLY!!!!!!!!!!
I requested to be directed to the t&c's showing this new 7 day pending process to be told " it's just a new thing, the website hasn't been updated yet". Is this site legit? I have serious doubts about what is going on with lucky24/7.
So here I am with funds to be withdrawn and it looks like I am being given the runaround, potentially it's looking like a minimum of two weeks for a withdrawal which is disgraceful.
I would be grateful if a senior member of the lucky247 management team could review this, I am a brand new customer with years of serious game play under my belt - surely the senior management have no idea that this kind of thing is going on. Thanks