Casino Complaint lucky 247 confiscated my winnings saying i over wagered on my bonus?

georgie78

Dormant account
hi all, im new to this site and would really appreciate it if any one can offer me some advice please. i joined lucky 247 the other night and i won. out of the winning i had left after a period of time, which was 600 pound, i made a withdrawal and the casino let me, so any waggering requirements i have obviously met right? any way as the withdrawal process carried on, i received a phonecall to verify my id, also i sent further id verification as they requested from me. anyway 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 i hadnt received or something like that, so i played with that. anyway the next day i received an email off them saying i breeched their t&c,s, they stated that i had OVER waggered on my bonus and therefore they will be confiscating my winning, the money in the account was just my original deposit back and bonus. ive never in my life heard of this? has any one else? can someone please advise me, would be much appreciated
 

georgie78

Dormant account
Hi I'm awful sorry hi thanks for the quick response, I have emailed them, no reply, pmed a representative in the chat room and had no luck. They keep on saying I've overwagered my bonus by 20%, I didn't think this was possible, never had any problems like this on other sites. Could you please kindly assist me further, thanks
 

dionysus

can turn wine into water
CAG
MM
no, pm the rep here, via the link above
give it a day, to allow them time to respond
post here that you've pmed them

ive never heard of over-wagering either...but send the casinomeister rep a note asking for more details
the more everyone here knows, the more they can help..but exhaust that option first
 

Cleveland

Meister Member
ive never heard of over-wagering either...but send the casinomeister rep a note asking for more details
the more everyone here knows, the more they can help..but exhaust that option first
I've heard it mentioned before in regards to attempting to use the bonus to build up a ton of comp points when the bonus itself has a max cashout. So when you do finally cashout you're able to then cash in your comp points after, and in the end you have more money than what the max cashout would have allowed. Especially in cases where the bonus is phantom and is only removed upon cashing out.

I know some casinos won't allow you to generate comp points while a bonus is active, and some don't seem to care either way. I haven't seen it lately but I do remember it from a while back. Not sure if there was any word on if this was an acceptable practice or not.

Not saying that is what the OP did, just saying I've heard of it.
 

georgie78

Dormant account
no, pm the rep here, via the link above
give it a day, to allow them time to respond
post here that you've pmed them

ive never heard of over-wagering either...but send the casinomeister rep a note asking for more details
the more everyone here knows, the more they can help..but exhaust that option first
OK thanks I shall try that first
 

georgie78

Dormant account
Hi there, I'm still waiting a response from the rep, just wanted to add to the discussion. I've just been on my account at lucky247, checked my playcheck and there's no transactions of my winnings on tomb raider slot, its as if its been wiped. There's nearly an hour of gameplay missing and also I can't tally up the rest of the transaction I'd,s . I know there's at least an hour missing because in that time I took a photo of my winnings on tomb raider which was in that time of gameplay missing. Don't you think that's odd?
 

georgie78

Dormant account
If that's the case, then why have all my gameplay/ playcheck transactions been removed? Mmmm, me thinks someone is trying to cover something up. Otherwise they would show me the evidence to back up their claims.
 

Nifty29

Dormant account
If that's the case, then why have all my gameplay/ playcheck transactions been removed? Mmmm, me thinks someone is trying to cover something up. Otherwise they would show me the evidence to back up their claims.
You don't need playcheck.

Just answer these simple questions:

1. What bonus amount did you receive?
2. What was your highest bet?

What I think is interesting is that you did not DENY it....you went on about cover-ups and not showing evidence. A totally innocent person would have just stated "Nope. I did not bet that much. Please post my play logs".

Remember when answering the questions above that the rep can provide evidence to the mods that you are misrepresenting the situation, and that, if you lie, everyone will be informed and you will look like a fraudster and possibly be banned.

Perhaps it is time to think a little harder about your play history before you go any further.
 

georgie78

Dormant account
Hang on a minute, no need to blow things out of proportion and there's certainly no need to twist things around. Of course I need my playcheck, I'm not talking about a few small silly bets, I played on that site for a good few days and I'm not talking a few goes, nor am I denying I've wagered different amounts. I honestly don't know how much I've wagered and how many games I've played. This is the first site I have come across that has rules about over wagering on bets, I just play the games as I see fit. I have a great passion for online gaming and yes we win some and also we lose some, but I won that money fair and square, I have never had any problems before with any other casino,s . I was quite taken back when I was rejected my winnings because its not often I win. I assisted the site with all the I'd verification, spoke to them on the phone. All I'm curious about is why haven't they got my playcheck for the winnings? And yes I do believe that is strange, if I'm wrong, then I will walk away, nothing more said. I had a quick look earlier and there must be well over several hundred different game transactions and to be honest I'm no expert and its all confusing to me, this is why I'm seeking help because, deep down , I feel like I've been let down by the casino. They have confiscated my winnings, not replying back to my emails, I only want to see the gameplay myself. I can't honestly say if wether ive breeched their t&c,s or not but if they say I have, well then they have nothing to hide, I'm not being conned out of my winnings, I tell you what I do believe and that is I believe I won that money fair and square. If I did breech their t&c,s when I see it for myself, then I shall apologise, take it on the chin and walk away.
 

Nifty29

Dormant account
Hang on a minute, no need to blow things out of proportion and there's certainly no need to twist things around. Of course I need my playcheck, I'm not talking about a few small silly bets, I played on that site for a good few days and I'm not talking a few goes, nor am I denying I've wagered different amounts. I honestly don't know how much I've wagered and how many games I've played. This is the first site I have come across that has rules about over wagering on bets, I just play the games as I see fit. I have a great passion for online gaming and yes we win some and also we lose some, but I won that money fair and square, I have never had any problems before with any other casino,s . I was quite taken back when I was rejected my winnings because its not often I win. I assisted the site with all the I'd verification, spoke to them on the phone. All I'm curious about is why haven't they got my playcheck for the winnings? And yes I do believe that is strange, if I'm wrong, then I will walk away, nothing more said. I had a quick look earlier and there must be well over several hundred different game transactions and to be honest I'm no expert and its all confusing to me, this is why I'm seeking help because, deep down , I feel like I've been let down by the casino. They have confiscated my winnings, not replying back to my emails, I only want to see the gameplay myself. I can't honestly say if wether ive breeched their t&c,s or not but if they say I have, well then they have nothing to hide, I'm not being conned out of my winnings, I tell you what I do believe and that is I believe I won that money fair and square. If I did breech their t&c,s when I see it for myself, then I shall apologise, take it on the chin and walk away.
Fair enough.

Did you read the terms before you played? Maximum bet restrictions are very common these days.

I do find it odd that you can't remember what bonus you received. If you know that information, then you will know if you broke the terms....which is why I said you don't need playcheck.

If you got a $100 bonus, and you bet more than $20 on a hand/spin, then you clearly broke the terms. Are you saying that you can't work that out yourself? Or that you want the casino to prove it even though you already know. You might have played over several days, but I'm sure you would know if you bet more than 20% of the bonus nor not.
 

vinylweatherman

You type well loads
CAG
MM
All the Playcheck will be archived, even if it can't be seen from the account pages (which might be a bug).

If no luck from the rep, the next step is to PAB.

I am sure the "over wager" just means betting more than the max bet allowed with a bonus in play.

The "extra money" found in the account is the casino giving a "do over" of the deposit and bonus having acted on a breach of the terms.

A PAB will get to the bottom of the bonus taken, it's terms, and what bet(s) were considered an "over wager".

If the relevant Playcheck has "disappeared", the casino will be unable to prove it's case and will have to pay up. A casino undergoing a baptism for accreditation is rarely this careless with it's data, so either this is a bug, or a case of the Playcheck facility being too complicated for a new user to understand, hence thinking the reason they can't find what they are looking for is that it has been deleted for a cover up.

Playcheck is divided into sessions, so gameplay from an earlier login will be in an earlier session record. It's possible that this structure could make a player think that some earlier data is missing, whereas in fact it is stored in a previous session. A disconnection also creates a new session record, and an unstable connection could cause many session records for what a player sees as a single session.

Playing for some days is bound to lead to many session records.

After 2-3 weeks, Playcheck records are moved to archive, and this results in them no longer being available to the player via their account page. They have not been wiped, just moved.
 

Sachalucky

Dormant account
Hi all,

Thanks for the posts.

Georgie78 I have replied to your PM and the situation has been rectified.

There was indeed a system issue on your account and all details are in the PM I sent you - your account is being sorted out.

In future, please allow a little bit more than a couple of hours to let me reply, I can't be on here 24 hours a day! :D

All the best,

Sacha
 

Nifty29

Dormant account
Hi all,

Thanks for the posts.

Georgie78 I have replied to your PM and the situation has been rectified.

There was indeed a system issue on your account and all details are in the PM I sent you - your account is being sorted out.

In future, please allow a little bit more than a couple of hours to let me reply, I can't be on here 24 hours a day! :D

All the best,

Sacha
Good point Sacha.

Members are expected to give reps 48hrs to respond, which is not unreasonable, and most reps reply much quicker than that anyway.

Sounds like good news for the OP. Cool! Perhaps you could explain the issue?
 

Sachalucky

Dormant account
Hi Nifty!

Sure thing, will be happy to!

Let me please first confirm with Georgie78 that everything is in order and that I have his permission to discuss certain elements pertaining to that account here (without details obviously).

As soon as he's online and happy I'll get back to the rest of you!

Thanks,

Sacha
 

Sachalucky

Dormant account
Hi all,

Georgie78 is all sorted, thanks all for your help and suggestions.

There was indeed an infringement on wagering requirements during his gameplay but we certainly understand that no player should be expected to calculate this, and that he was not in the wrong at any stage. This process is supposed to be automatically generated by the system, but for some reason it was not. There is no reason why the player should be responsible for checking wagering requirements, and the system is supposed to do that on his behalf (limiting max bets etc to stay within the limits).

I would like to add that this matter is being investigated internally to establish why the system error occurred on the calculations on this account. We've also spoken to the customer service centre agent who got it wrong and cancelled the winnings, and will address such issues in training.

Thanks,

Sacha
 

shapesy

Full Member
Hi all,

Georgie78 is all sorted, thanks all for your help and suggestions.

There was indeed an infringement on wagering requirements during his gameplay but we certainly understand that no player should be expected to calculate this, and that he was not in the wrong at any stage. This process is supposed to be automatically generated by the system, but for some reason it was not. There is no reason why the player should be responsible for checking wagering requirements, and the system is supposed to do that on his behalf (limiting max bets etc to stay within the limits).

I would like to add that this matter is being investigated internally to establish why the system error occurred on the calculations on this account. We've also spoken to the customer service centre agent who got it wrong and cancelled the winnings, and will address such issues in training.

Thanks,

Sacha
good outcome for the op and a chance for the casino to put things right.:)
 

georgie78

Dormant account
Hi all,

Georgie78 is all sorted, thanks all for your help and suggestions.

There was indeed an infringement on wagering requirements during his gameplay but we certainly understand that no player should be expected to calculate this, and that he was not in the wrong at any stage. This process is supposed to be automatically generated by the system, but for some reason it was not. There is no reason why the player should be responsible for checking wagering requirements, and the system is supposed to do that on his behalf (limiting max bets etc to stay within the limits).

I would like to add that this matter is being investigated internally to establish why the system error occurred on the calculations on this account. We've also spoken to the customer service centre agent who got it wrong and cancelled the winnings, and will address such issues in training.

Thanks,

Sacha
May I add a big thank you to the rep sacha, he dealt with the problem immediately, he has my full recommendation to any player that comes across this sort of problem I had. Within 24 hours , the issued was addressed and dealt with and I look forward to carrying on playing at lucky247 in the near future. I can't thank you enough Sacha, for your time and patience in resolving the matter for me
 

Cleveland

Meister Member
Hi all,

There is no reason why the player should be responsible for checking wagering requirements, and the system is supposed to do that on his behalf (limiting max bets etc to stay within the limits).


Thanks,

Sacha

You sir / ma'am are unbelievably awesome. If other reps are reading this, please for the love of all that is good and holy in this world follow this reps example. I know y'all can't control how the casino operates on certain ends, but it would be wise to try and get your casino on this same page. It eliminates so many bonus abuse complaints, and just plain makes sense.

I know many casinos already have this setup but many do not.
 
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