The player from Brazil had complained about poor customer service and non-payment of winnings from the casino. We had asked the player several questions to understand the situation in detail, especially regarding account verification and reasons for withdrawal refusal. However, due to a lack of response from the player, we were unable to proceed with the investigation or provide potential solutions. The complaint was subsequently rejected but could be reopened if the player decided to respond.
LegendPlay Casino - Player criticizes casino service and delayed payment.
Amount: 100 R$
LegendPlay Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.2
LegendPlay Casino has a Safety Index of 6.2, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
10 months ago
Public
Public
11 months ago
Translation
The casino doesn't pay. They string the player along.
Terrible service. Indifference to customers. One of the worst betting houses, I do not recommend.
Automatic translation:
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11 months ago
Dear gabyspindler,
- Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified?
- Have you been advised why you can’t withdraw your winnings?
- Is it an internal casino system issue, or it’s related to your account only?
- Were your winnings accumulated with or without an active bonus?
Please understand, that without verifying your account, you won’t be entitled to any withdrawals.
However, I believe we will be able to help you resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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10 months ago
Dear gabyspindler,
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.
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10 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
