Withdrawal Issue Unreasonable Refusal of Revolut Payment

Dear @jackmccahilljack,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Dear @jackmccahilljack and AskGamblers Team,

Thank you for your patience and for allowing us to clarify once again.

We would like to emphasize that this case is not about refusing to process a withdrawal, but about completing a mandatory verification procedure required under our Terms and Conditions.

As stated in clauses 2.2.6 and 2.3.3 of our Terms and Conditions, Lucky31 reserves the right to request additional documents and to apply enhanced verification measures in cases where there are grounds for suspicion, or for withdrawals exceeding €1,000.

In the present case, our Fraud and Compliance Department identified several indicators that require us to perform stricter checks before processing the withdrawal.

For this reason, we requested an additional bank statement from a traditional Irish financial institution in the player’s name.

This step is necessary to complete the verification procedure and finalize the withdrawal.

We understand that this may feel inconvenient, but please rest assured this measure is not arbitrary.

Every day, our Payments Team successfully processes hundreds of withdrawals for our players without any issues.

Enhanced checks such as this are applied only in exceptional cases where risk indicators are present.

Additionally, our Fraud Department attempted to contact the player twice today by phone in order to obtain further clarifications, but unfortunately without success.

We kindly invite the player to share his availability next week (Monday to Friday, between 09:00 and 16:00), so that our team can reach him directly and assist in resolving this matter as quickly as possible.

Once the requested documentation is provided, the withdrawal will be processed immediately without further delay.

We remain at the player’s disposal for any assistance needed to complete the process, and we thank AskGamblers for their continued mediation.

Kind regards,
Lucky31 Casino Team

Dear AskGamblers Team,

Just to clarify – are you saying that I am expected to go to a traditional Irish bank and open a new bank account there, just to be able to receive my winnings?

As far as I am aware, AML (anti-money laundering) regulations for online gambling clearly state that withdrawals should be processed back to the same method that was used for deposits, in order to ensure the funds flow is consistent and transparent.

I deposited with Revolut, which is a regulated financial institution providing me with an Irish IBAN. Forcing me to open a completely new Irish bank account not only feels unreasonable, but it also seems to contradict the very AML rules that operators are supposed to follow.

Therefore, I believe Lucky31 is acting against fair gaming and AML practice by refusing to process my withdrawal back to the same method I deposited with.

Dear @jackmccahilljack,

We have very carefully reviewed the info presented by both sides and would like to kindly ask you to assist the Lucky 31 Casino team further and send the required verification paperwork. Hopefully that is all that would be needed to resolve this issue with the positive outcome for all sides involved.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process, therefore please make sure to confirm by posting the public message if you have provided requested information.

Should you refuse sending the required verification paperwork, or fail to confirm, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.