Lucky Legends Casino - Player, stuck in verification process, struggles with withdrawal request.

was p so this is what is happening. I went to make a withdrawal..never even got as far as how much. They transferred me for verification. I believe it is hooyu..they copied my drivers license and took salaries where I had to move my head ect. They verified that. The next was verification of payment cards stuck on pending and has not changed for 2 weeks. Right away when I submitted payment card I realized it was the wrong one.so I tried for a few days to contact someone just to change the card with no response from anyone. So I canceled. I have submitted in this complaint the 5 stages where I am now stuck on...I have did the same with help@lucky legends.com, documents@lucky legends.com, hoyu and the central disputes system. I got a case number from CDS....AND FROM SENDING COPIES OF DRIVERS LICENCE...PASSPORT...BANK DEBIT CARD...MASTERCARD..PROOF OF ADDRESS..AND BIRTHCERTIFICAT THE THE HELP AND DOCUMENT EMAIL FOR LUCKY LEGEND CASINO I HAVE GOTTEN EMAILS BACK STATING THEY RECEIVED MY EMAIL AND I SHOULD GET A RESPONSE WITHIN 72 HOURS

Dear Debralynne,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please advise if the casino approved all your identity documents except the proof of payment?

Do I understand correctly that you re-submitted your proof of payment when you realized your mistake?

When was the last time you communicated with the casino customer support?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

When I went to banking..pushed cash out....it said I needed verification. First piece it asked for was picture ID.. so I sent both sides of my drivers license...than they asked for a selfie where I turned my head from side to side I submitted it..took a minute they texted me back said it was valid

They then asked for banking method..stupid me..I submitted my capital one charge card(duh) never thought of it until a few hours later could not get a response from anyone so went back and even the next day it said pending so I was given the option of canceling which I did. Then that sign came up saying it was canceled and it was through Hooyu which they are not responding neither.

The only piece os I'd they got was my drivers license and selfie I cannot get any response from anyone on how to finish the verification process..like I said I submitted all me ID and a proof of residence to both emails I was given through their online chat (help@luckylegend and documents@lucky legends and the Central Dispute System Corporation which through their casino they recommended in the terms or whatever.SO IN THIS PROCESS THEY HAVE NOT VERIFIED TO EVEN ASK FOR A WITHDRAWAL..ALL COMMUNICATIONS ATE STILL OPEN .

Thank you very much, Debralynne, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Debralynne, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Lucky Legends Casino representative to join this conversation. 

Dear Lucky Legends Casino, could you please provide more information about this case? 

Looking forward to your reply.

Lucky legends has approved my verification and out of the 12000 dollars the largest withdrawal I can get and I wait 7 days. And that was dated April 24..let's see what happens

Greetings all,

The situation has been reviewed and some of the necessary documentation has been received however there are still a couple things missing, the first being proof of address in the form of a recent utility bill. Also an approved means of withdrawal, a recent bank statement should cover that. Please contact our service department via live chat and they can assist you with finishing your confirmation Debralynne. Once the necessary documentation is complete you should be able to withdraw normally, if further assistance is needed we are happy to help.

Best wishes,

Lucky Legends

Verification process was verified by Lucky legends casino. The 10 day(no m.weekend)is up this Wednesday..than once that goes thru there is another process from what they told me

Dear Debralynne, 

thank you for the update.

Will you be able to provide documents mentioned above (recent utility bill and a bank statement), please? Please follow the instructions Lucky Legends Casino explained and let us know how it goes.

Dear Debralynne, 

I have received your email.

Do I understand correctly that you are still waiting for your withdrawal?

No I have not received my withdrawal

Greetings all,

The additional documentation and approved payout method have not been received as yet, until the necessaries are on file we cannot proceed.

Best wishes,

Lucky Legends

this states the verification process was approved by lucky legends

Greetings Debralynne,

Unfortunately it does not, it merely gives the timeframes if everything is received and is approved which has yet to occur. Please submit the necessary information requested so we can move forward.

Best wishes,

Lucky Legends

Dear Lucky Legends Casino, thank you for your reply. 

Dear Debralynne, 

as per casino respond, you will need to send the required documentation to them. 

Please understand, that know your customer (KYC) is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. 

Debralynne, please let us know whether the required paperwork was sent accordingly. 

Dear Debralynne,

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.

Still haven't gotten my 2500.00 withdrawal submitted on April 26.2024 for 2500.00

They are now saying the only ways of getting money is a wire from my bank with unimaginable and I think unobtainable information. And they outright told me any wrong information send will create a large delay and they often do not submit a wire twice

Dear Debralynne,

can you please confirm whether you have send the documents requested by the casino?

Was your account verified?

What kind of information is casino requesting?

Yes I have submitted every document plus more than they requested

Yes they verified my account

Now they say it is the bank wire they need completed accurately and if there is a mistake in wire they may only send the wire once

Dear Debralynne,

are you able to follow the casino instructions? Can the wire be processed?

Dear Debralynne,

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.

Dear all,

Unfortunately, we’re forced to reject this case because Debralynne has stopped responding to our messages and questions. Without Debralynne cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.