Lucky247 withdraw

jaris81

Dormant account
Joined
Jun 24, 2013
Location
finland
Really nice place this Lucky247, i was lucky that i did win 400€ but this thing to get paid is an different story. I did play on last Friday and did win as i told, well they have this 48h pending time that i can reserve my withdraw if i wan´t. On saturday i read from their www page that for the first time i withdraw i have to send them some documents for account verification and i ask about that from casinos live chat support and they told me where to send them and i did. Well today i went to my account at Lucky247 and to see my statement,but nothing has happend with that withdraw and i go to live chat again and ask about that. There i was told that the finance department has refused those documents that i send them because this utility bill that i send was too small and need to send bigger copy??? That sounded really funny because i did send same documents to bella vegas casino where i did win 150€ with my no deposit bonus of 25€ :) well i send new documents and send them e-mail again that will they release my winnings now and pay them,well no. i have to wait another 24h for verification.... That what i don´t like about how they operate is that no one send me email or nothing about that problem with those documents that i did send to them earlier....... And what is more funnier is that now that i´m writing this i get call from them to tell me i have win some free spins...really? i don´t want any free spins,i won´t my money. I don´t dare to use those free spins now that they don´t make up any reason why they don´t have to pay. Seems to bee so hard all ready,even that it´s good that they wan´t those documents for verification it seems they don´t tell you if there is problems so they don´t need to make you´re payout.....
 

jaris81

Dormant account
Joined
Jun 24, 2013
Location
finland
very good service

Have to say that i haven´t got better customer service in any casino after this thing with my verification documents. Very nice and fast service from the casino and payment went forwar very fast. Will be playing with lucky247 alot after service like this. So no worries with this one. Very nice service :)
 

Sachalucky

Dormant account
Joined
Jun 24, 2013
Location
Cape Town
Glad we were able to resolve your issue.
Feel free to contact us again any time should you require anything further!
 

Mousey

Ueber Meister Mouse
Joined
Sep 12, 2004
Location
Up$hitCreek
Glad we were able to resolve your issue.
Feel free to contact us again any time should you require anything further!

Sachalucky, If you intend to represent this casino (and/or others) here at Casinomeister, please contact Bryan and let him know so you may be added to the I-Gaming Rep list.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Glad we were able to resolve your issue.
Feel free to contact us again any time should you require anything further!

Although resolved, CS needs to be better. Saying to a player that "your utility bill is too small" is pretty meaningless, and to some might look like a bogus excuse. I expect what they actually meant was that the image resolution was too coarse. This should be accompanied by some guidance like "try scanning at 300dpi or the photo setting on your scanner".

Many new players have never come across this before, and probably just put their bill into the scanner and press the "auto scan" button. The problem is that scanners default to "document" when presented with anything that is not an actual photo, and this results in a coarse image file that casinos may reject. This even happens with photo ID due to the surrounding text causing the scanner to see it as a "document", rather than a photo with text attached.

Another option is to take a photo of the document with a digital camera or phone, one with a decent resolution. Avoid flash and try to use good daylight to provide illumination. Try not to cast a shadow over the document when taking the photo. I have never had a document JPEG prepared in this manner get rejected.

Ideally, prepare documents in advance so that when asked, you have them ready to send out. The only thing to remember is to refresh the utility bill every 3 months, and the ID when it passes the expiry date.
 

Sachalucky

Dormant account
Joined
Jun 24, 2013
Location
Cape Town
Hi all,

@Mousey: Yip, been in touch with Bryan, setting that up, thank you.

@Vinylweatherman: You're absolutely right, will make sure information is passed on correctly.

@NohchiPlayer: That's pretty vague I'm afraid, not much I can answer to that!

Thanks!
 

Nifty29

Dormant account
Joined
Jun 20, 2001
Location
Turn right, then right. then right again
I have to say....I am not very impressed with this place thus far.

Firstly, their welcome bonus WR is 40xB not 30xB as stated everywhere else on the website. The only way you will see this is if you click "more info" after clicking on the bonus banner on the homepage.....which doesn't sound too bad, except that there are TWO links right next to each other, one saying "more info" and the other saying "Ts&Cs". Given that I already knew what the bonus value etc was, I clicked on "Ts & Cs" and it stated 30xB WR. When I went to cashout, it said I had not met WR, which is when I found it was 40xB WR.

I'm not complaining about the WR per se, just that it is not easily accessible, and is not mentioned when you click "Ts & Cs", which is precisely where it SHOULD be mentioned. I mentioned it to live chat, but as usual it was a waste of time.

The main gripe is that I cashed out on Friday via NEteller, and it is now Wed afternoon and no payment. I have already done the phone call verification, and email verification, and been told no ID docs are needed. So....what on earth is the hold up? Totally ridiculous in 2013 to wait 5 days for a NEteller payout.

My verdict based on my experience is AVOID, at least until they start paying out in a reasonable timeframe.
 

Sachalucky

Dormant account
Joined
Jun 24, 2013
Location
Cape Town
Dear Nifty29
First of all thank you for bringing your concerns to the fore. Lucky247 prides itself on delivering the best possible experience to all its players and feedback such as yours is invaluable to the casino.
It is clear from your post that Lucky247 has not met your expectations and we wish to address the concerns pertaining to it.
In regards to the WR and ease of access to these via the landing page links, these have been reviewed and your point proven to be valid. Mention is made of these WR requirements in the promotional terms and conditions under point 23 however we agree that this could be better communicated and is currently being reviewed. We will make the necessary amendments to avoid any such confusion in future.
As for your cashin request, we concur and understand that 5 days for processing a withdrawal is far beyond the norm. That being said it should be noted that the casino (as with many other operators) does not process withdrawals over weekends, which led to this withdrawal being placed in pending state. In addition to this, all withdrawals are systematically pended until prerequisite checks have taken place, no matter their value
In your case, based on the value of your withdrawal, the minimum required check would have been email verification. This is required for all new depositing players at the casino within 7 days of the said deposit, as per our agreement with the LGA (Malta Licensing Authority) and our eCogra Safe and Fair Seal. These requirements have been put in place to protect the casino as well as its players and ensure safe and complaint-free environment for all concerned.
I have reviewed the communication on your account and can confirm that you did indeed enquire about this via chat prior to our request being sent to you, which would have compounded your frustration. For this, we wish to apologise unreservedly, as the matter was not handled adequately.
I can however confirm that your account has now been completely verified and that your cashin was placed into our payment system and has been sent for processing. You should receive payment shortly if you haven’t already.
Lastly I would like to thank you once again for voicing your concerns and allowing us to better understand and accommodate our players’ needs.
Should you have questions or concerns please feel free to contact us.
Kindest regards
 

bigjohn

Dormant account
Joined
Dec 21, 2012
Location
Northeast Coastal USA
At Sachalucky

Looks like you are off to a good start here.

It's impressive to see a Rep. that will take suggestions and actually act on them. I think your casino will find it rewarding to maintain an active presence here at CM as a great many players look here for direction concerning where to play.
 

Nifty29

Dormant account
Joined
Jun 20, 2001
Location
Turn right, then right. then right again
Dear Nifty29
First of all thank you for bringing your concerns to the fore. Lucky247 prides itself on delivering the best possible experience to all its players and feedback such as yours is invaluable to the casino.
It is clear from your post that Lucky247 has not met your expectations and we wish to address the concerns pertaining to it.
In regards to the WR and ease of access to these via the landing page links, these have been reviewed and your point proven to be valid. Mention is made of these WR requirements in the promotional terms and conditions under point 23 however we agree that this could be better communicated and is currently being reviewed. We will make the necessary amendments to avoid any such confusion in future.
As for your cashin request, we concur and understand that 5 days for processing a withdrawal is far beyond the norm. That being said it should be noted that the casino (as with many other operators) does not process withdrawals over weekends, which led to this withdrawal being placed in pending state. In addition to this, all withdrawals are systematically pended until prerequisite checks have taken place, no matter their value
In your case, based on the value of your withdrawal, the minimum required check would have been email verification. This is required for all new depositing players at the casino within 7 days of the said deposit, as per our agreement with the LGA (Malta Licensing Authority) and our eCogra Safe and Fair Seal. These requirements have been put in place to protect the casino as well as its players and ensure safe and complaint-free environment for all concerned.
I have reviewed the communication on your account and can confirm that you did indeed enquire about this via chat prior to our request being sent to you, which would have compounded your frustration. For this, we wish to apologise unreservedly, as the matter was not handled adequately.
I can however confirm that your account has now been completely verified and that your cashin was placed into our payment system and has been sent for processing. You should receive payment shortly if you haven’t already.
Lastly I would like to thank you once again for voicing your concerns and allowing us to better understand and accommodate our players’ needs.
Should you have questions or concerns please feel free to contact us.
Kindest regards

Thankyou sacha.

You may have saved yourself a player right there.

Funds weren't there last night but I will check again later.

I would suggest doing the phone/email verification at time of account creation or first deposit. It shows players you are serious about security and should make the payout times faster.
 

Nifty29

Dormant account
Joined
Jun 20, 2001
Location
Turn right, then right. then right again
Thankyou sacha.

You may have saved yourself a player right there.

Funds weren't there last night but I will check again later.

I would suggest doing the phone/email verification at time of account creation or first deposit. It shows players you are serious about security and should make the payout times faster.

Payment received.

Almost 6 days is not good though.

I tell you from experience sasha....you will never become a well-respected and/or a big/serious player with a loyal following whilst you insist on 2 business days pending (4 actual days from Wed-Sat) and take 2 days to get money to Neteller. If you don't believe me, ask the guys at 32Red and 3dice. Why do you think they win all the awards? It's not really the games so much, certainly not in 32Reds case...it is excellent customer service, extremely fast payouts, and reasonable bonuses.
 

Sachalucky

Dormant account
Joined
Jun 24, 2013
Location
Cape Town
Hi Nifty29,

Thanks again for your comments.

As agreed, this account was not handled adequately and for this we are sorry.

It is not generally the case that we take 6 days to pay out, even though the withdrawal process is not as free-flowing for new players as certain mandatory checks are required. For existing players, things certainly go faster.

We have taken your concerns to heart and are continually looking to refine our processes to create the optimal gaming experience for our players. Your insight will go a long way to assist us in achieving this.

Again thank you for your post and we hope to see you in the casino soon.

Sacha
 

Mouche12

Kitty Lover
PABnonaccred
PABnoaccred
PABnononaccred
Joined
Jul 25, 2007
Location
Amsterdam
I do appreciate the rep's efforts and eloquent responses, but 48 hours pending is way too long for me, also taking into account that withdrawals are not processed over the weekend. I fully concur with Nifty here.
 
Top