Get Lucky - Winnings confiscated
Found for the Casino - This player has registered their account under details that differed significantly from those used on their self-excluded account.
Read our Get Lucky Casino Review.
Hello, I recently opened an account with Get Lucky Casino, owned and operated by Co-Gaming Limited. I was unaware of the ownership at the time of opening the account. I had to manually verify my identity by submitting documentation and awaiting approval. All seemed fine and my account was verified.
I won £7769.95 in a short space of time, from £250 deposit. I withdrew £5000, which processed within around 12 hours. I went to withdraw the rest of my funds only to realise I had been blocked from playing or logging in. I contacted customer service who told me someone would be in touch within 7 days to explain the situation. I spoke to a manager that day (after constant badgering for an explanation) who told me that my account was blocked as I had previously excluded myself from a casino in their network (come on casino), and that I had altered details in order to make my current account with them.
While it is true that I did exclude from Come On Casino, I excluded from that casino only. I did not opt to exclude from all casinos owned and operated by Co-Gaming Limited. And I certainly did not alter any of my details to pass verification. As mentioned previously, the process of verification was manual - meaning that the details I submitted were cross checked against the documents I handed over. These documents included, a letter from my bank, my drivers licence and I believe my bank card.
Trying to obtain any information from Co-Gamings reps has been incredibly difficult and they have refused to hear me out in this matter.
Would you be able to offer any assistance?
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