Lucky Legends Casino - Delay in player's Bitcoin withdrawal.

So I joined LuckyLegends casino awhile ago, and sent verification documents and got verified before I even made my first deposit. I deposited a few times over the first year or so, but this is my first attempt at a withdrawal. So my account is fully verified and I'm VIP 1.

So I submit my withdraw via Bitcoin on 9/29 for $590. I wait their standard quoted 7 business days for approval and don't get any updates so I reach out to support and they need my ID again even though I'm verified, ok I send that right in. Finally on 10/20 my withdraw for 590 gets approved so now I have to wait 7-10 more business days to actually receive my Bitcoin. It is currently 11/1 and still no sign of my 590 in my Bitcoin wallet.

Dear angelaharrigan13,

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 accumulated your winnings with or without an active bonus?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it 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,

Kristina

Hey

So I used bonus code ICYHOT200 which was a 200% No Rules bonus with 13 - 1$ spins with no rollover on Icy Hot. Since it was a no rules bonus I only had to bet my balance 1x to complete my watering requirements. My deposit was 55$ and after using the free spins + 200% my bonus funds were 126.50. So when I submitted the withdraw for 590, I left 126.50 in my account from the bonus that they removed from my account.

Sadly as I have yet to get an email from their support for anything, all of my chats were done in the Live Chat area of the site. I didn't screen shot the conversations and I don't know how to see them again.

Right before this response I again reached out to live chat and explained my frustration and was met with the same generic response about the lengths of the whole withdraw process. I asked if there was a way he could verify that my withdraw was in the queue and he said he couldn't verify but I should receive my payout today or tomorrow. So I will update this thread if anything changes.

Thank you very much, angelaharrigan13, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi angelaharrigan13,

I've reviewed your case and am sorry that you came across such a problem with the withdrawal of your funds. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear Lucky Legends Casino, I'd like to invite you to participate in the resolution of this complaint. Can you please share more information regarding the case? Could you please check if the payout was already processed from your side?

If you have any supporting evidence relevant to the case, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

So as of now, 445am on 11/6, I am still yet to receive my Bitcoin or get a response via email. Last person I talked to in live chat made me believe funds would arrive 11/3 or 11/4 because that is officially the last possible day in their tos. I will update if anything changes for sure

Greetings all,

We have reviewed the situation and can confirm that payment in full was released yesterday via Bitcoin and has been confirmed delivered in Blockchain Explorer.

Best wishes,

Lucky Legends

Thank you for your response, Lucky Legends Casino.

Dear angelaharrigan13, as stated by the casino the payout was processed so you should soon receive your winnings. Please, let me know when the money is credited to your wallet. Thank you.

I received Bitcoin payment for the full amount on 11/8. Consider this case resolved.

Dear angelaharrigan13,

That's great news, 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 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.

Best regards,

Natalia

Casino.Guru