Lucky Legends Casino - Player believes that their withdrawal has been delayed.

I deposited with Bitcoin because they state it’s a fast withdraw process. It’s not any faster and I have spent more money

Dear jamesslighwatts,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear jamesslighwatts,

Have you received your withdrawal from the casino yet?

No I still haven’t received my funds. And the numbers for their customer support is never answered. Please help.

Thank you for your reply, jamesslighwatts. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

I have passed the Verification, it was with a bonus that took my bonus money back out of my winnings and I am able to cash out $100 so I put in for that and still have got nothing.

I contacted the customer service and they escalated my case, it’s been 2 days and now they are telling me try again on Tuesday

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

Sending now

Thank you very much, jamesslighwatts, 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 jamesslighwatts,

I've just reviewed your case and am sorry to hear about your struggles with the withdrawal of your winnings. I will try to help you by contacting the casino. We'll see what can be done when they reply.

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

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

They are telling me to be patient it’s being processed. Over a month to get paid us is way too long

My issue got escalated 2 times and it was because it was past due. Now instead of releasing the money they are holding it the complete payout time like it wasn’t long enough. It’s obvious retaliation for me reporting this to you!! Worse casino ever

Greetings all,

We have reviewed the situation and will see what can be done to assist, if anything else is required we'll let you know here.

Best wishes,

Lucky Legends

Thank you for your response, Lucky Legends Casino.

We'll be looking forward to hearing some news from you.

Greetings all,

Just confirming that the funds were paid in full via Bitcoin on the 4th of September and have been confirmed delivered in Blockchain Explorer.

Best wishes,

Lucky Legends

Thank you for the confirmation, Lucky Legends Casino,

Dear jamesslighwatts, according to the caisno representative the payment was processed. Can you please check if you have received the money?

Resolved, but I don’t recommend this casino

Dear jamesslighwatts,

I'm glad to hear that your issue has finally been resolved. 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