Legendz Casino - Player’s winnings have been confiscated.

Summary of Events:

Account Registration and Initial Verification: I registered an account with Legendz under my correct and legal name. Shortly after, and before accumulating any significant winnings, I successfully completed a full identity verification through their required third-party provider, Veriff. My account was fully verified and in good standing.

Gameplay and Winnings: Following the successful Veriff verification, I continued to play on the platform, assuming my account was fully compliant. I accumulated winnings equivalent to $800+ USD in Sweepstakes Coins.

Withdrawal Request and Second Verification: When I initiated a redemption request for my $800, Legendz did not process the withdrawal. Instead, they required me to undergo a second, separate, in-house KYC process. I complied fully and submitted all requested documentation for a second time.

Confiscation After Second Verification: Only after I had passed both the initial Veriff verification and their subsequent in-house KYC check did Legendz abruptly close my account and confiscate my entire $800+ balance. The reason cited was a multi-account breach.

Core of the Dispute:

The casino's actions represent a clear case of procedural unfairness and bad faith.

Implied Acceptance: By subjecting me to and passing me through the initial, rigorous Veriff verification, Legendz formally accepted my account as valid. They had all the information necessary to identify any alleged link to another account at that stage.

Predatory Timing: The casino allowed me to continue depositing and playing after this initial verification was complete. They only chose to enforce their multi-account rule during the withdrawal process, after I had already won. This creates a "no-win" situation for the player, where an account is considered valid for taking deposits but invalid for paying out winnings.

Double Verification: Forcing a second KYC process at the point of redemption, only to then close the account, strongly suggests that their verification system is not used for due diligence but as a tool to delay and deny legitimate withdrawals. They had two clear opportunities to close the account before I won, but failed to do so.

The casino cannot retroactively apply its terms after having twice verified my identity and accepted my wagers in good faith. This is a predatory practice designed to protect the house from winners.

Desired Resolution:

I request full payment of my legitimate winnings of $800. Legendz verified my account not once, but twice, and should be required to honor the wagers made and won while the account was in a verified state.

Dear player, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem at Legendz Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?  
• Have you ever used a VPN or any proxy service to access the casino website?
• Have you ever used a public Wi-Fi network to access the casino website?
• Could you please advise what documents you provided for KYC verification? 
• Have you accumulated your winnings with or without an active bonus? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Natalia 

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Well I just created this account, I do practice using VPN as it is something everyone should be using but when it came to this I definitely don't remember having it on at all.

I'm not aware of anyone using my IP address or gambling here at my household. If it was done so, it was without my knowledge. Which I question this as this is a very concerning security breach if someone's impersonating me and using my name to sign up for casinos.

Dear player,

• Have you ever used a public Wi-Fi network to access the casino website?
• When you use a VPN in general, do you usually switch between different US states or other countries?
• Could you please advise what documents you provided for KYC verification? 

I can't say for sure that I remember if I did or not. Don't think I did

Not unless one of the VPNs of being slow

I provided my MO Driver's License! TWICE.

Immediately upon finishing the second one I was logged out of my account

this is the last correspondence with them. They still won't show me proof or tell me if someone has opened an account in my name! Please redact my PII

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello XJNCX, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Legendz Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with multple accounts and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear XJNCX,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Federal Trade Commission and submit a complaint with them. To do this, please go to the https://reportfraud.ftc.gov/assistant and submit the complaint via online form. Alternatively, you can also lodge a complain with your State Attorney General, as they have also an authority to investigate sweepstakes casinos. If you need help with submitting the request, or if you hear back from either the authority, GA or the casino, please let me know by sending me a quick message at [email protected]. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej