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

I have2 withdraws $1100, and $500 and still I'm waiting for and no one seems to answer means I haven't gotten paid. I don't play with RLS bonus I deposited my own money. I dnt the bonuses because I don't want to have to play the play through or anything like that. The phone Number is fake that is list at the end of your email when requesting a with draw and they have a fake email as well.

Dear michellemc144,

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

These withdraw of mine that I submitted have been in bring processed now for two weeks, and I received email about my document for the first withdraw was approved but haven't heard anything since and still haven't been paid out.

Dear michellemc144,

Have you received your withdrawal from the casino yet?

No I have not! My one with draw of $500 I have ended up canceling and am playing on that but the oldest withdraw request is still showing in process and haven't received any contact from anyone as they sent email again with a reference number and no one ever contacts you, and I here they make up excuses not to payout anyone, I did chat and they said I had to re add ubmit my documentation again for the Fourth time, and that they would forward to finance department! Still haven't heard from anyone or been paid out! They are also, using a fake email that ends in legendary mail, and the phn number is not able to leave messages or talk to customer service.

Here's screen shots of the 2 emails and my withdraw that they never answer or pay out, it's been processing since it was made and I have submitted my id 4 times

Here is more screen shots telling me the received my docs. And they have asked me for them again 3 more times!

Thank you for your reply, michellemc144. Have you made any successful withdrawals before? Do I understand correctly that you provided all the required documents, but they haven't been approved yet?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

No I received an email saying the documents were approved and the just keep taking me in circles and requesting my documents and I have been wAiting since begining of Dec.

Thank you very much, michellemc144, 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 michellemc144,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. 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? Was the player's account verified? Would you please specify what is the current status of the player's withdrawal request and when they can expect them to be 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

Thank you , I started playing back my winnings but they still keep having me submit my id now in order to request a cashout and it goes in a circle I submit the docs and it goes back to the same thing ...seems like their doing it on purpose and never contact me except with advertising emails... And I chatted again with there live support and get no where with them either they say the same thing too to submit my docs again .. and I have had a approval email before for my docs.. and now nothing or I get some random error and knocks me out of the game.

Greetings all,

We have reviewed the situation and all submitted documentation on your behalf michellemc144. It would be best for you to go to the documents module in the casino cashier and complete documents there, the images you have submitted (especially the front side of the ID) are very poor quality and we were unable to find any utility bill submitted as proof of address. When submitting documents manually the images must be of high enough quality (and complete, as the image of the front of your ID is unreadable and cropped on all sides) to pass through our 3rd party documents verification software, same as in the automated system in our documents module. If the documents won't pass through the automated system it is highly unlikely they will pass through when submitted by email either. Please let us know when you have completed your proof of identity and address and we will be happy to assist moving forward.

Best wishes,

Lucky Legends

Thank you for the response, Lucky Legends Casino.

Dear michellemc144, could you please check once again the quality of the photos you sent for verification? This is very important that the image resolution is high enough so that all the data are well visible. Please, would you try to make new photos with a better quality that won't be cropped? Let us know when you'll upload them.

I thank you for getting a response, but still submitted my id many, many many times and still unable to request my withdraw again which I have been playing on my account but it when pressing cashout it goes to this screen. I submit , submit and once again going in a circle and I NVR get to cash out. And again they sent me some ref. # that they NVR answer too.

See these screen shots and they are still taking me in circles even thou I have these approval screen shots

Dear michellemc144, would you mind sending the last documents/photos that you have submitted to me as well so that we can take a look and check why the photos might not be accepted? My email address is natalia.b@casino.guru.

Dear michellemc144,

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.

Well I cashed out at $300, and still waiting and haven't received or heard anything!

Dear Lucky Legends Casino, could you please confirm if the rest of the player's withdrawal requests are to be processed soon? Are there any obstacles?

The still haven't paid me out or confirmed anything and I have submitted everything and they told me 3 - 5 days and it's going on 5 days.

Greetings all,

The good news is all the necessaries are now in place for withdrawal, we have submitted the requested withdrawal for review and hopefully we see some movement soon.

Best wishes,

Lucky Legends

Ya if they would just pay me out instead of all these excuses... I'll let you know

See I have chatted with them and they said everything was good but still haven't paid me

Dear Lucky Legends, have there been any updates?

Greetings all,

We should see a payout shortly, let us know when that comes in michellemc144!

Best wishes,

Lucky Legends

Dear michellemc144, please let us know if you have already received the payment. We'll keep your complaint open until you confirm a successful withdrawal.

Have you received the payment from the casino, michellemc144?

Dear michellemc144,

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.