Casino Complaint Lucky247 (Lucky 247) won't payout due to an unused bonus balance

[bluesteel]

I know what you're immediately thinking - this guy didn't read the bonus T&Cs before he dived in. I definitely read and understood them, or so I thought - but now I'm stuck arguing the meaning of the terms (which I found to be unambiguous) and would appreciate someone else's take on them - thanks in advance!

I deposited £25, was given (without asking) a £25 bonus.
So cash balance showed £25, bonus balance showed £25, cash used before bonus (as per usual).

I started playing and my cash balance never went below £20. I got to a point where I decided to 'test' the withdrawal system.

The system said I had not met wagering requirements and could not withdraw. So I went back to check the T&Cs again and have been arguing with Lucky247 ever since. Here are the terms:

12. A Player’s Cash Account Balance may be withdrawn from their gaming account at any point. However, if a player requests a withdrawal prior to fulfilling all their wagering requirements of the bonus, they will forfeit their remaining Bonus Balance. Any winnings on bets placed from the Bonus Account balance (once wager requirements are met) will reflect in the Cash Account balance. (Bonus balances cannot be cashed in) Note: The cash balance can only be withdrawn if the conditions of point 5 above are met.

5. Your Lucky247 Casino gaming account balance is comprised of a cash account balance and a bonus account balance. Withdrawals can only take place from the Cash Account balance and not from the bonus account balance but this account can be used to wager. Players at the Casino can only withdraw amounts from their account once all wagering requirements are met or play through of all funds on the Bonus Account has taken place. Any winnings on bets placed from the bonus account balance (once wager requirements are met) will reflect in the cash account balance.

Now I'm not opposed to being the wrong one here, in fact if the general consensus from the replies here is that I have a WR, I'll immediately back down, but if Term 12 isn't describing my exact situation then I don't know what it's even there for.

Full terms:

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[KasinoKing]

12. A Player’s Cash Account Balance may be withdrawn from their gaming account at any point. However, if a player requests a withdrawal prior to fulfilling all their wagering requirements of the bonus, they will forfeit their remaining Bonus Balance. Any winnings on bets placed from the Bonus Account balance (once wager requirements are met) will reflect in the Cash Account balance. (Bonus balances cannot be cashed in) Note: The cash balance can only be withdrawn if the conditions of point 5 above are met.

5. Your Lucky247 Casino gaming account balance is comprised of a cash account balance and a bonus account balance. Withdrawals can only take place from the Cash Account balance and not from the bonus account balance but this account can be used to wager. Players at the Casino can only withdraw amounts from their account once all wagering requirements are met or play through of all funds on the Bonus Account has taken place. Any winnings on bets placed from the bonus account balance (once wager requirements are met) will reflect in the cash account balance.

The term 12 is confusing as it contradicts itself, but the bit I bolded is the ruling factor (looks like that might have been added after the term was originally written).
Rule 5 is pretty clear though.

Sorry, but you need to complete the WR before you can withdraw.
And I need to update my website because I made the same mistake as you

KK

 

[bluesteel]

I guess you're probably right KK - I think it's a bit shady of them though, because there could never be a scenario when you have fulfilled all wagering, and still have a bonus balance (to be forfeited), your bonus balance would always be zero anyway in this situation.

They should remove term 12 altogether I don't see what it contributes.

 

[KasinoKing]

I guess you're probably right KK - I think it's a bit shady of them though, because there could never be a scenario when you have fulfilled all wagering, and still have a bonus balance (to be forfeited), your bonus balance would always be zero anyway in this situation.

They should remove term 12 altogether I don't see what it contributes.

I have sent a PM to the rep & asked them to look at this.
Something definitely needs to be re-written in their bonus terms.

KK

 

[GrandMaster]

The term 12 is confusing as it contradicts itself, but the bit I bolded is the ruling factor (looks like that might have been added after the term was originally written).
Rule 5 is pretty clear though.

Sorry, but you need to complete the WR before you can withdraw.
And I need to update my website because I made the same mistake as you

KK

Clause 12 also states that "A Player’s Cash Account Balance may be withdrawn from their gaming account at any point." The principle of contra proferentem means that if a contract is ambiguous, it should be interpreted in the way less favourable to the party who drafted the contract, since he had the opportunity to make it unambiguous.