Lucky247— player complaints: 22 in English

On 21.2.19 I made a withdrawal of 700 pounds but have not got it and I am getting no joy from them

I have had an account with Lucky247 since 2013 but not used it for a long time. On the 9th August 2018 a received the following email from them: "Username:[EDIT] Hi [EDIT] Have you forgotten about your Lucky247 account? That just breaks our heart! It’s OK though, we won’t take it personally – we just don’t want you to miss out on the latest deal we have lined up just for you. From bonus spins to bonus credits, it's all on offer here at Lucky247! Get gaming with your *40% up to 200 match bonus and 10 bonus spins on Karaoke Party. Both the spin bonus and the match bonus will activate when you deposit 20 credits or more. See what you’ve been missing out on? Don’t let it happen again! Ps… Your 10 spins will be waiting for you on Karaoke Party once you make a minimum deposit of 20 credits. The Lucky247 Team" I deposited a total of £122 over 4 separate transactions. The following day I received an emailing thanking me for joining (a little odd as I've been a member since 2013) and asking for Age Verification. So I sent them a copy of my driving license. Later that day, during a active session at the casino, my account was closed. A popup said to contact [email protected] to get it reopened. I therefore emailed them asking for an explanation. 3 days later I received the following: "Thank you for your email and for forwarding a copy of your ID. As per the details of your contacts with us here we have taken the necessary steps to exclude your account, due to already being self-excluded on our brands." On investigation I have excluded on one of their sister sites. I have emailed them many times since to retrieve my balance (£250) but have had no reply at all. The UKGC's website states ""Once you have made a self-exclusion agreement, the gambling company must close your account and return any money in your account to you. It must also remove your name and details from any marketing databases it uses. " Am I right in expecting my money to be returned? It seems off that a casino can email me encouraging me to use my account and then closing said account after I deposit and win. Many thanks.

Hi....I have a few withdrawals from the beginning of May that total $9400 that I have been patiently waiting on. I have been contacting the online support but no one answers me. Every time I tried the online support they would tell me they contacted finance and that finance would email me back...which they never did. I was also told on June 18th by [EDIT] they are waiting on an ARN number....which today I still haven’t received even though I was told it was take three to five business days. I have been saving copying and pasting the last few conversations as I keep getting the run around. I have received $13,500.00 from them for other withdrawals....so I am confused on what the hold up is on the remaining $9400 they owe me. All I have gotten from online support is that they sent a message to finance and finance will get back to me, and they never do.

Hi I SE'd from lucky247 end of march 2016. I was allowed to open a new account in december 2017 & quickly make deposits totalling 290STG. I used my new email address when opening the new account but all my other details remained the same. Lucky247 closed my account when they realised i had an account previous. I spoke with [EDIT], a live chat advisor, who suggested i should wait for an email to start a refund process. It took me to contact them days later & i was asked to verify my account. After much delaying on the casinos part(i felt like i was being given the runaround) i persisted with my documents & they almost begrudgingly verified my account weeks later. After dragging the process out they then emailed me to say, no refund due to different email. I 'circumvented'. Even though all my other details were the same. Do they not police their SE process at all? As a problem gambler i felt they did not do nearly enough to prevent me opening another account. I have tried communicating with them a few times since to let them know i feel strongly about the matter & will push until either i get my refund or they take responsibility for SE'd problem gamers by taking SE more seriously. What i have found, through communications since, to my disbelief is that even though Lucky247 are a large name in the casino world they are condisending, insinscere & just generally not nice people. Can you help me any? Thanks [EDIT]

Hello, I deposited 250€ at Lucky247.com the 14th of February. I played some games, won, wagered the requirement. (Played and wagered according to T&C). My winnings were approx. 1150€. After submitting my documents, nothing happens. I have spoken a number of times with the online support that only lead to asking for the documents again. I have now sent them the requested documents, I have also sent them a selfie with my passport upon request 3 times. Still nothing happens. I am close to report this casino to the authorities, as this is just a way of stalling payments and not honoring a clients request and no casino should hold a license if they are operating in this manner. If that wasnt enough, they have also blocked me out of the account. So I can no longer log into my account there. I have copies of transfer, mail correspondence and dates which I will gladly provide. Hope that "the Pogg" can help in this matter Kind Regards

Hi I signed up to lucky247 from a email I received 18/12/2017 offering bonus etc so I opened an account was all fine until I came to collect my winnings. They then took told me I self excluded but no dates of this so would not pay my winnings out. I didn’t know I was excluded and if I was then why send me offers to my email address and then let me sign up and deposit and play. But not pay when I win. This casino is using player protection to make more money because they let you sign up I used my real name address and email.

Hi I lost money a while back on casino of dreams,I tried to self exclude on there website multiple times,I kept filling out the form and pressing submit and it wouldn't do anything but would allow me to cancel the request and carry on gambling........I self exclude myself from everywhere as soon as I regain control so that eventually I'm unable to gamble anywhere.....even sites that I've never been on don't allow me on as I'm self excluded from there sister sites so it works for me because I run out of options to play.......that night after trying for hours to self exclude I sent and email saying.....please self exclude me,why do you make it so hard to do........I heard nothing back from them so I sent another email saying self exclude me please....I then received an email asking me if I'm sure I want to self exclude and that might account will be closed until I contact them to resolve.......I was angry that they made it hard to self exclude and that I'd lost my money so I blanked it out my mind as I knew I couldn't gamble with them again as account was frozen.... I then signed up to lucky247 owned by the same people 'broadway gaming' and lost more money,when I tried to self exclude with these I noticed the broadway gaming owned it......I was annoyed I had been allowed to sign up knowing I was self excluded so I emailed them. The replied back stating they had only closed my account temporarily and because I didn't respond the didn't do anything. My argument and complaint is why was it so hard to self exclude on the site when it should take seconds. Why if my account was frozen or active was I aloud to open a second account with same details and gamble again. And why after me requesting they self exclude me twice they didn't do it. I'm sick of being treated like this by casinos who think they can do whatever they want and nothing can be done. I refuse to except there ruling that my deposits were legal and can't get them back,I asked them twice to self exclude me. I have the complete paper trail of communication and have given the chance to rectify but I believe there are short callings in the procedures and it's not fair when people try to block themselves but the company makes it hard I am happy with the outcome as long as it's a third party decision and not the gambling company Thanks

I am writing to you to raise an issue about:Lucky247 Casino The issue that I have experienced was: I have problem with this site operator (Brodaway company Ltd )  I reported that I have huge problem with compulsive gambling but I'm still can open new accounts Butters bingo;glossy bingo; dotty bingo; diamond bingo.  They accept my every new account and my deposits. I send many emails to them but they only promise block my details and block future deposits. Every time when I open new account I make deposits they know that I can't win , due to my illness if I win something I can't stop playing and I loss all - I never make cash out from this casinos , only deposits. .. many deposits. 25/09/2017 I open new account (another account ) without any problem and I lost all money. Every time I must tell them that I have self exclusion Because they do not verified my accounts, They give 72hrs after opening account to verify account. But I never been verified after opening account. It occurred on: September 25th, 2017 They must block my details and feature deposits and refund all my payments made after self exclusion I look forward to your prompt response on this matter. PS. Sorry but English is not my first language Yours faithfully, [EDIT] DOB. [EDIT] My details Account number: [EDIT]  Reference: [EDIT]  Address: [EDIT]

Self excluded, contact support request for payout of my Vip loyalty dollars accrued legitimately while I was playing at the casino and they advised me that they voided them once I self excluded and refused to pay them out despite several requests.

Hello, I would like to file a complaint for a canceled withdrawal I participated in a bonus of 20% on 100 (see bonus email) on 27/03/2017 as you can see in the folder (session) I played and wagered ample.the 28/03/2017 before making the withdrawal I took the penalty of live chat if everything was ok for the withdrawal.the 28/03/2017 I made the request for withdrawal and received imail confirmation (see file email) have asked me the documents requested and that I have Made and received email confirming that they received document on 29/03/2017. On 01/04/2017 received email which says (see file) the conditions not to comply (# 14) .j contacted live chat and asked why He tells me not respected condition, you can see (folder session) i asked the cat or see the playoud and why he not told me when i asked the cat on 28/03/2017 before the re, he replied we can Not see its c is the finances that it sees its, mmmm, with research and determination I have been able to find and found myself this and that I am sent to you Ier session) so the cat lied I do not know if it is the casino that it does not want to pay ($ 16,500) really disappointed especially me my wife and my 2 children wanted to do a great trip with ,, and the cat my confirmed that everything was ok.ma Woman witnessed all this .. Then I would like justice done and give me my winning win. In addition he asked me the bank transfer fees (see bank file) on 03/04/2017 c is the one I saw in my email that he had canceled my withdrawal and returned bank charges and the deposit amount at departure of all that I would very much like you to give me news as soon as possible .. thank you I send you another email with the proof document. [EDIT]

Hi I opened and deposited money into my new casino account in AUG 2015, after I made the first deposit and used bonus ect, I kept on being bombarded with promo emails, I asked casino in oct, 2015, quote "can you EXCLUDE me from your casino please" Lucky 24/7 sent a email asking why I was unhappy ect. I relplied quote "you send too many emails and there misleading" they said they closed my account, while my account was closed, they sent a email saying how sorry they were to see me leave, and gave me complimentary spins, which reopened my account and I used complimentary spins, I managed to block all emails, because I have a gambling problem and was trying to be strong! That was fine, but they sent me a promo in the post to my home address, 75 complimentary spins, so like a addict, I used complimentary spins, and spent thousands in one weekend. I'm disgusted and ashamed of myself! When I tried to make a withdrawal I wasn't verified, I told them I don't have passport, they did not freeze my account, they gave me a £200 bonus and 100% deposit match. For me to continue spending more! So after my second cash deposit should a casino do a security check to make sure player is eligible? And has no prior problem gambling issues? If casino would have done the correct security procedures I could have saved thousands. I think it's extremely unfair to ask to be excluded from a casino, they don't exclude you, so they can reel you back in! If emails fail they'll get to you via post at your address, I've spoken to Lucky247. They have been very sarcastic, stating a no refund policy. I have previously self excluded from many casinos so I was shocked to still have an account, apparently when I asked to be excluded I did not state I had a problem, otherwise they would have excluded me, I was trying to be strong. I feel it's very unfair, and cruel. If I had more self control I would not of wanted to be excluded, they failed, I feel violated. I know I have bad status regarding gambling sites, verifying me, which pleases me because it stops temptation, and huge money losses. I could have saved thousands if Lucky247 done a security check on my account, after my second or 3rd deposit, my first ever deposit was aug 2015 my second was oct 2016 a year later. I've read the gambling commissions procedures, from what I can gather they failed security policy. I'd be really grateful if I could have my deposits refunded. I've sent Lucky2477 emails regarding my issues, I think it's really unfair considering I asked to be excluded, in oct 2015 to avoid temptation, and they refused to exclude me they closed my account, but I wanted to be excluded, for a reason, I have a gambling addiction I'm trying to fight, I feel so humiliated.I'm a single mum, to three boys, which one has autism, I have mental health issues, the thing I'm most angry about is I avoided all promo emails, but they got me in the end at my home address, surely Lucky247 can't be allowed to conduct business in this forceful manner, I'm aware I should have more self control. I was doing well by avoiding emails and offers! And I did ask to be excluded from there casino, I thought if a player used the term excluded it was self explanatory. To be honest I feel like ending my life over the money I've lost, but I would hate my boys to know about the gambling addiction there mum has. If a player asks to be excluded should the casino take responsibility and exclude the player as requested even if the player is highly profitable? I don't mind you publishing my complaint but could you not use my name please. please can you help me,? Many thanks, xxx

Hi I'm worried they are not going to pay me I've submitted documents 3 times my passport is out of date and I have no other ID they keep on asking for ID can you help x

Hi, hoping someone can shed some light on the below, unfortunately their customer service department is so slow, and unhelpful. I signed up with £20, which they have taken, they gave me £20 bonus money. I had a few good wins but was unable to withdraw as i still have bonus money showing, I played for about 4 hours and every time I checked the bonus money reduced a little bit, eventually going completely. So I withdrew the full winnings, £311.82 and now 10 days later after confirming ID and such this has happened. My initial win was with my own money, and the bonus money amount didn't reduce. After talking to customer services they are saying they will give me £100 (5 times the bonus amount they gave me). Does anyone think this is right? please help, I've already stupidly spent the winnings on a new bike. Thank you Thank you for playing at Lucky247 Casino. Re: your recent withdrawal request Kindly be advised that upon reviewing your game play we have confirmed that the majority of your winnings were won off complimentary spins. Please note the point below stipulated in our promotional terms and conditions regarding winnings off complimentary spins - Point 15 under terms and conditions: https://www.lucky247.com/uk-online-casino/terms-and-conditions/promotional The Casino further reserves the right to limit any withdrawal/s from bonus/free money/ to (5) times the value of the bonus and 100 casino credits currency from winnings attained from bonus free games or complimentary spins issued. Note that this applies to progressive jackpot wins as well. This limit is applied to all bonuses where no deposit has been made unless otherwise specified. This includes the limiting of any cash withdrawal from the initial no deposit bonus until the fifty (50) times play through requirement has been met. Cashins attained from winnings on Complimentary Spins are limited to 100 credits. We trust the above explanation will suffice for the confiscation of the cashin. Warm regards, [EDIT]

I made a deposit with Lucky247, and they give me a bonus even though I did not want one, they never gave me option to turn this off. I was betting and I won some money. I waited until I could withdraw the money, and withdrew £300. They are now telling me they have confiscated it due to me playing unfairly and against there rules and regulations. If I meet there wagering requirement why should I not be entitled to my money I won and why would they allow me to withdraw? Surely there system would be able to tell them about unfair betting and stop me from withdrawing until there system feels I've played enough. I am totally upset regarding this. I have never had this problem on any other site and I play all the sites the same and do not really take notice of my up and down betting I do it sometimes depending on how much I have left. Lucky247 never once have contacted me in all this time. I've even rung them on numerous occasions and they have just told me to wait until finance department are in and I can speak to them as they have sent the payment, which obviously was all lies, only today 23/03/2014 have they decided to tell me they have confiscated it after I won this on 4th march.

Hi there my names [EDIT] my email address is [EDIT] and thats the email address I used with Lucky247. Okay, so a few months back I signed up with Lucky247 and and deposited $50 by Ukash and I withdrawed $700. They then said that they were confiscating that money and blocked my account and then I was talking with them on the phone and the reason for this because I had another account with them but I was not aware of that account as I asked the bloke to see when I last logged into this account and he said it was over a year ago and I then tried to speak to him about that issue I was not aware of this account at the time because I have been going through a bit of a rough patch in life. So then I asked for his name and contact details and also his managers contact details and he hanged up the phone but I would try ringing back and it would ring out like I was very angry at the time because of this and therefore I just didn't worry about it but they have my money and I want it and the reason I have only done something about it because I would contact them and they would want nothing to do with me and yeah but I only have just discoverd this site thepogg.com. I think this is a great idea and a really useful website and I hope to hear back from you guys as soon as yous get around to looking at this complaint.

I joined Lucky247 the other night and I won. Out of the winnings I had left after a period of time, which was £400, I made a withdrawal of £350 (which was allowed as I was able to make a withdrawal) and carried on playing with the £50 left in my account. Any way as the withdrawal process carried on, I emailed ID verification as they requested from me. I checked on the site to see if it had been processed, from what I could see all was ok but I did however notice extra money in my account, I thought it was a bonus that I hadn't received or something like that, so I played with that. The next day I received an email off them saying I breeched the t&cs, and stated that I had OVER wagered on my bonus and therefore they will be confiscating my winnings, the money in the account was just my original deposit back and bonus. If I had started off small wagering and lost and then deposited a bit more and upped my wagering then again deposited a bit more and upped my wagering then lost it all I would have no excuse because it is a gambling site after all and I gambled my money. It comes across that as I started to wager small and became lucky so wagered a bit more because I was lucky I am being penalised which is morally and ethically wrong in my eyes. I asked them to email me my playcheck cause I feel ripped off. I have never before been treated on any other site I have frequented, I have won big on other sites and also lost big on other sites but haven't complained when I have lost money as these are gambling sites but it seems that you can't win, you can only lose on their site which has disappointed me greatly. I'm not sure if you can help ThePogg, as I've tried to contact them directly through 'live chat' and by email but they are sticking to the original over wagering t&c issue. I don't get that if the wagering demands were not met then I shouldn't have been able to withdraw, I accept that, but I was able to withdraw so that should mean that I had met their wagering demands. They are also saying that irregular gameplay is a problem, I was allowed 4 credits per spin yet looking at my playcheck, I only ever went as high as 5 credits per spin not 10, 20, 30 or 40 but 5. Thanks in advance if you can help.

I have had my winnings confiscated and not clear why - and no email etc. I made a withdrawal of about £220, having deposited £20 and getting a bonus, losing all of this, and then redepositing a further £20 and getting a £5 bonus. I am fully aware there are wagering requirements, but not clear as to why they have done this. Surely if one doesn't meet the betting requirements, the withdrawal would stop before submission. There is no way of seeing when I had met the bonus etc, so I feel this is very unfair.

Hello ThePogg, First of all I want to say that I am a big admirer of your work on this website and I follow it regularly. This is one of the reasons that I chose to play at Lucky247. I like Microgamming casino's but the ones's reputable are only a few left. So after reading your review on them I thought to give them a try. On 23th July I created an account with them. I have made a total of 7 deposits(1550 euro) in which I think at least one was without bonus. After I made my first and second deposit I was getting a lot of offers from them on my mobile and e-mail. Some times I deposited and get a bonus even though I didn't expect one. So I kept playing with them until on my last deposit on 1th August I get a win of 2400 euro. I deposited 200 euro and got 100 euro bonus and I played Hitman slots with total stake 19.5 and Break Away with 10 stake where the majority of the win was on the slots Break Away. After withdrawing I was requested to send documents. I have sent them and they accepted them and said they will process my withdrawal. After a while later they said I have to send them my bank details as the first withdrawal must be controlled by the bank and they have to call me to verify me. I sent them my bank details and suitable hours for them to call me. They did and on the phone they said now the withdrawal will be processed except I have to introduce my bank details myself. On the next day the following message I received from them: Thank you for choosing Lucky247 Casino. We have reviewed your gameplay prior to your withdrawal, upon review, it was found that you had breached the terms and conditions which you had agreed to. Please refer to our general Terms & Conditions on the website for your ease of reference hxxps://www.lucky247.com/terms-and-conditions Refer to condition 19.9 – Irregular Gameplay Before any withdrawals are processed, Your play will be reviewed for any irregular playing patterns. In the interests of fair gaming, equal, zero or low margin bets or hedge betting, shall all be considered irregular gaming for bonus play-through requirement purposes. Other examples of irregular game play include but are not limited to, placing single bets equal to or in excess of 20% or more of the value of the bonus credited to their account until such time as the wagering requirements for that bonus have been met. For the purposes of this rule, a bet is defined as one roulette spin or one dealer's dealt hand in any table game, or one deal in any Video or Power Poker game (this includes Multi-Hand/Play games). Any double or gamble shall be considered a new betShould the Casino deem that irregular game play has occurred; the Casino reserves the right to withhold any withdrawals and/or confiscate all winnings. Any bonus and winnings will be forfeited if a player has an active bonus and moves after winning from low weighted games like table games, to high weighted games like slots (or first bets high and then low with a stake not in proportion to the balance) for the sole purpose of completing wagering requirements. This will be judged at the sole discretion of the casino after reviewing the gameplay. Furthermore this includes but is not limited to Moving from a low weighted game to a high weighted game after large wins for the purpose of clearing wagering requirements. Example: “You place at least one bet on any game in the above list weighted at 25% or less, win 100% more than your stake and move your original stake and winnings to a game in the above list weighted at 100% in order to meet wagering requirements." On each withdrawal there is a review of gameplay done. During this review of your withdrawal, your gameplay was found to be irregular. As per the term of our site, irregular gameplay can lead to the confiscation of your winnings. The irregular gameplay is in no means referring to the maximum bet allowed during gameplay with an active bonus. The term which you have been found in violation of is directly referring to the nature of your bets placed. It is in this regard that your withdrawal of €2600 has thus been confiscated and your deposit of €200 and bonus of €100 returned to your gaming account. Should you require any further assistance, feel free to contact us at any time as we are available 24/7.. Best regards, [EDIT] After I replied : Hello What have I done wrong exactly? I read the terms before I started playing. My bets did not exceed the limit. It must be a mistake.Can you please help me understand why I was unable to withdrawal? Thank you And they said : Hi [EDIT] Thank you for choosing Lucky247 Casino. Please be advised that the term in breach is the 20% rule in which you have bet more than 20% of the bonus received in a single bet. Should you require any further assistance, feel free to contact us at any time as we are available 24/7 at your convenience. Regards, [EDIT] So first I want to criticize the way they communicated with me. Why not tell me upfront of all the requirements for a first withdrawal but give them in pieces and after all was provide it, confiscate my money anyway. This looks like a stalling tactic and not the work of a "player focused" casino as you described them. And when asking for the specific reasons of the funds confiscation after a vague reason " the nature of your bets" they said "You broke the 20% rule" which I clearly did not break. Only judging by this fact I feel that the Review you gave them doesn't reflect the true reality. This sends a big message of their unprofessionalism and winners not welcome policy. I feel very strongly that I have been mistreated and wronged here so I would appreciate any help from you. My username at the casino and e-mail address are below: username: [EDIT] mail: [EDIT]

Lucky 247 will not pay out my winnings within the time scale as expected. They need a copy of my passport and a utility bill which is never heard of before. I've never in all my life of gambling experienced this Jackpot Joy, Betfred, Ladbrokes, William Hill and Sky bet etc don't ask for these details when Lucky247 casino asked for with a passport or drivers licence it has made me wary that maybe my passport might be cloned. For my funds to be finally processed it has taken about 85 hours instead of 48 hours at the most I do not think I will be using Lucky247 again the customer service representatives like to misslead into things to try to make you lose. This site should lose all its sponsorships and be closed down too.

Hi, I recently had a bad experience with casino Lucky 247. I've had an account there quite a while and played them almost every week. I've had winnings there before that were paid to me after I verified my account with the necessary documentation. Only in January I've made another win there and for some reason the withdraw process took very long. I did a confirmation call with them and spoke with my account manager and after doing all of this the whole process of confirming my identity was finished and I could receive my winnings soon. By now almost 2 months had already passed. But after the confirmation on the phone and of my account manager I received an email from them that my play style in some way broke the terms they had on their site using a bonus. This seemed very odd to me as I have played like that in the past and had received payments from them already using a bonus. Also I always keep my bet sizing real close to each other when changing slot machines especially to avoid these kind of situations. Ill send you a copy of the term they say I broke below: “All Players’ wagers will be reviewed for irregular game play patterns prior to any withdrawal being processed. Equal, zero, low margin or hedge betting will be construed as irregular game play for bonus wagering requirements. This also includes and is not limited to the placing of bets equal to or greater than 20% of the bonus credited to the players gaming account. Should the Casino deem that any irregular game play has taken place on the gaming account, the Casino reserves the right to withhold any cashin as well as the right to confiscate all winnings. Be noted that this email is from the 12th of march after 2 months of waiting and trying to verify my account. I really don't understand why they confiscate my winnings based on this terms as I have not broken anything it stated in any way. I've not exceeded the 20% and have not placed very low bets after winning my prize. Can you please contact them and find out more as the emails they've send to me are very unclear and in my opinion untrue. Thanks a lot for you effort!!