LegendPlay Casino - Player believes that their withdrawal has been delayed.

My name is Magnus C*****, and I am a user of the online casino and sportsbook LegendPlay (legendplay.com).

I am writing to file a complaint about a delayed withdrawal I have been experiencing for the past week. On July 4, 2024, I requested a withdrawal of €1600. According to the terms and conditions of LegendPlay, the withdrawal process should take up to 3 working days. However, it has been more than 5 working days, and I still have not received my funds.

All my deposits were made in LTC, totaling approximately €2000. Over the past few days, I have contacted LegendPlay's support team multiple times, but I have only received template responses stating that my request has been forwarded to the finance department. I have received four such responses, but the funds have still not been credited to my LTC-wallet.

I am requesting your intervention to resolve this issue and expedite the withdrawal process. I am ready to provide any necessary evidence and details upon request.

Dear magnuscrlsen,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear magnuscrlsen,

Have you received your withdrawal from the casino yet?

Dear magnuscrlsen,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of magnuscrlsen. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello!

They decided to scam me! I have over 2000 euros in deposits, and they're saying they'll only return 250 euros! They claim I didn't pass the verification, even though I uploaded ALL the required documents! This is a scam!

I’d also like to point out that I requested a full verification of my account twice: once after registration (before making any deposits) and then again after making a deposit. In both cases, I was told that my account was already fully verified and no further verification was required. This clearly shows that this is a premeditated scam operation.

Dear magnuscrlsen,

Did they specify what was wrong with the verification documents? Can you forward them also to nikolas.b@casino.guru?

Yes, of course, I'll forward all their messages right now. They're referencing point 9.1, which talks about selling an account. But I’m the only one who has access to my account.

Thank you magnuscrlsen for the communication provided. Can you also please forward the documents you did send to the casino? Did they specify which one lead to their decision?

Hi!They didn't specify 😕

I tried to attach photos to the email, but I received a message saying the attachment size was exceeded. I'm attaching them here instead.

I sent 3 files to your email (1 file in each), with the subject line "Complaint ID:118635."

Thank you magnuscrlsen for the documents provided. As we need further information from the casino regarding the failed verification, your complaint will be now forwarded to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, magnuscrlsen,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. However, successful identity verification does not exclude issues with the account activity and possibly a breach of other of the casino's rules.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear LegendPlay Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

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.

Branislav, I’d also like to point out that not only were all the winnings confiscated, but also all the deposits except for the last one. Considering that the total deposit was over 2000 euros, they only want to return the last deposit of 250 euros.

Of course, I refused to take back the last deposit of 250 euros because I played fairly, and this is my only account.

Greetings,

Based on the communication between me and the casino representative outside the thread, I am extending the timer.

However, please note if the casino does not comment on the case or provide us with relevant details until the current timer expires, the complaint will be closed in accordance with the information in my previous post. The casino representative was informed about the same.

Thank you for your patience and understanding.

Dear magnuscrlsen,

Extending the timer once again. I was informed that the matter was forwarded to the relevant casino department. Unfortunately, no one has contacted me yet. I will try to ping the casino representative again and inform you about any news or updates.

However, this time, if nothing changes until the current timer expires, I will be really forced to close it as unresolved.

Thank you for your patience and understanding. Let's give it one more chance.

I would like to ask the casino to respond or contact me/us in another way. Otherwise, the case will be closed.

Thanks, Branislav! Did they say anything at all about my account? Or did they just "forward it to the appropriate department" and say nothing else?

No, magnuscrlsen. Nothing else than that it was forwarded to the relevant casino department. Then no reaction at all.

Unfortunately, at this point, since we have not received any relevant response from the casino regarding the issue, or basically any further response at all, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option for how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authorities the casino is regulated by (Curaçao Antillephone N.V. and/or Anjouan Gaming - Comoros) and submit a complaint directly to them.

You can find more about the complaints process of the Curacao one HERE and the complaint form for Comoros HERE. I am also adding our article about complaint processes generally - HERE.

In case of any questions or updates from the regulator(s), do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime, and I sincerely believe it will use this option soon.

Best regards,

Branislav, Casino.Guru