LegendPlay Casino - Player’s withdrawal is delayed.

I requested a casino withdrawal on 01.05 and received an email response saying that my request was successfully processed and approved. This email was received on 09.05. However, the money has not yet arrived in my account. Whenever I ask or write to them, I get the same answer that everything is fine, and I just need to be patient, the funds will arrive soon. It's not their problem, but something on the bank's end. The last piece of information I got was to be patient, they had forwarded my case to their expert team to see what's going on, and the money is supposedly stuck at the operator's end. They would try to send me proof of payment or an Arn number so I could go to the bank to see what's going on. Of course, I have not received anything yet other than to be patient.

Dear Darko2201,

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 from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

This is the first time I withdraw money in this casino. And the winnings I withdrew were made without a bonus. Now I will forward you proof of all the details thanks for your help

Thank you very much, Darko2201, for providing the necessary information. I will now transfer your complaint to my colleague Jakub (jakub.m@casino.guru) 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 Darko2201,

My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

I would like to invite LegendPlay Casino’s representatives to join this discussion in order to resolve this issue.

Dear LegendPlay Casino,

Could you please provide an update on the status of the player’s withdrawal request?

Best Regards,

Jakub

Good day, just to write, everything is fine, the money has been paid and it has been deposited into the account, thanks for your help

The payment was fine a long time ago. By my mistake, the money was on the bank account, I mistakenly entered the bank's oib instead of mine and it was quickly corrected so that everything is ok

Dear Darko2201,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'RESOLVED' in our system. 

Thank you for your cooperation and patience, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help!