LegendPlay Casino - Player’s withdrawal is delayed.

Before anything i dont live in French Polynesia, i live in Belgium but i'm using a French Polynesia internet as i'm there to visit family.

so for my problem :

I have asked a withdrawal on the 15/12/2023, so 17 days ago.

For 12 days i was told that everything was going smoothly up until 5 days ago when someone from support told me i needed to verify my documents.

But on the website it says that i dont need to verify my account... so i was supposed to get an email from the support to confirm my docs.

Then i came 2 days ago with screenshot showing that i could not verify my account and the support told me that he sent an email to accelerate my withdrawal (already 17 days, again..) but no news since then

Everytime i go there they tell me i'm in the last stage of withdrawing, or i'm their highest priority but it really feels that they are trying their best for me to forget about this money (they already reduced my max bet to 10euros per game while i was grinding the bonus)

I started taking screenshots of my "interactions" with the "support", this is the latest ones (but i have one from last exchang when they ask me to send screenshot to prove that i dont need to verify my account (or cant do it via the website))

Dear blank0,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Do I understand correctly that you have not passed the KYC verification yet?

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,

Kristina

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 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Hello Kristina,

thanks for your swift answer,

Have you made any successful withdrawals before? : No i did not this is my first time.

Do I understand correctly that you have not passed the KYC verification yet? : No i did not, on the website i can't add any documents and the website states that i do not need any verification.

+ I was not asked any verification the first 12 days, i did once after i started complaining about the long delay via chat support.

When i told the support (who told me i could not send the documents by email and i had to use the website "verification" feature) i could not fill them ; they told me i would receive a mail from the support but i did not receive anything (5 days passed already)

2 or 3 days later i opened another chat support to state my problem and they asked for a screenshot then told me they sent a message to the withdrawal section who was going to send me the money (did not tell me anything about verification)

Have you accumulated your winnings with or without an active bonus? : I put 50e which i lost and then used the bonus to accumulate gains.

+ i gambled it again and again to turn this ''sport bonus'' into "actual money"

I think this is why they are making me work for my money because they're a bit salty that i turned 50 into 500.

Sorry i'm not an english nativ speaker so that might be a bit confusing.

thanks again for the help you provide

update : they finally updated the page regarding verification so i'll update everything today and hope it goes (finally) smoothly

Thank you for your reply, blank0. Hopefully, everything goes well. I will leave this complaint open, so please, keep us updated in the meantime. Thank you in advance.

Dear blank0,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.