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Lucky 24/7 - confiscated winnings
Ruling
Resolved - Lucky 247 are once again forthcoming in their approach to mediation and demonstrated industry leading standards in both their software features and their approach to their players.
Read our Lucky 247 Casino Review
Player's Complaint
I deposited at Lucky 247 after signing up to an account. I did receive a bonus, i won originally over £700 but lost a bit, i then placed a withdrawal request for £590. They asked for id verification which i done and verified my id, also spoke to someone on the phone. I then had an email saying i am in breech of their t&cs, saying I've OVER wagered my bonus requirements and therefore confiscated my winnings. I was not aware of this, I didn't realise you can over bet on a site, why didn't they warn me or notify me before my withdrawal request and tell me Ive breached the wagering requirements? I've been conned, they did refund me my original deposit and bonus in the account which i spent on their site. I just thought I'd had extra winnings in my account, I was not notified before hand of what they had done. Can they do this?
5 Responses
Ok to clarify this issue having spoken at length with both georgie78 and Lucky 24/7;
georgie78 did at some point during completing the wagering requirement for their bonus exceed a maximum bet requirement. This is what caused the initial fund seizure.
However on review, the Lucky 24/7 management team have concluded that their Microgaming system should have automatically restricted georgie78 from being able to place a bet in excess of the stated maximum and as such this was an error with their system rather than the fault of georgie78. As such they are paying georgie78.
I have to be glowingly positive about Lucky 24/7 in this instance - all casinos should automatically be enforcing rules like this through their software rather than leaving players to trip themselves up and suffer fund confiscation. Moreover, the fact that georgie78 did break the rules, but Lucky 24/7 view it as a failure on their part shows a strong customer centric approach.
georgie78 - can you confirm that payment has been received so that I can close this complaint?
Thanks
ThePOGG
Hi georgie78,
Can you confirm whether you've received this payment?
Thanks
ThePOGG
Hi georgie78,
One last chance to confirm that the payment has been received? If I've not heard back from you by Friday the 23rd of August I'll assume this case is resolved and close the complaint.
Thanks.
ThePOGG
georgie78 has emailed to confirm that they received payment a couple of weeks ago. Thanks georgie78.
I would once again like to highlight how positively this case reflects on Lucky 247. Not only are they leading the way in terms of a very player friendly software feature, their approach towards handling the player's issue here was outstandingly positive. Big thumbs up!
ThePOGG
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Agreement
lee george consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:
July 31, 2013
Hi georgie78 - thanks for getting in contact.
Before I go any further with this issue, I need to clarify some details so I fully understand the situation. Could you forward the email Lucky 24/7 sent you telling you that you'd breached their terms and conditions?
Also, before I contact Lucky 24/7, I'll need your username and the email address that you use with Lucky 24/7 so that they can identify your account.
Thanks!
ThePOGG