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

Hello Guru,

first of all, this complaint is about a withdrawal in USD, but EUR, but I couldn't find it in the currency list. I played with a bonus and won, afterwards I requested a withdrawal. From what support told me, I should be verified with all documents present.

The major issue here is that live support is unreachable, and emails don't get seem to be answered. Live chat crashes on all my devices after some time, making it impossible to get a coherent reply from support. So I am trying to put together the pieces I got from the chats.

I was first told that withdrawals take around 5 business days to get approved (this deadline was reached 2 days ago), then another chat agent told me it's 7 days or longer. One agent told me all my documents for verification are in place, so this should be fine. After talking to live support again today, I was told that my BTC address needs to be reconfirmed. After the sixth chat broke up in the middle and I only got a standartised reply from the last agent, I gave up.

Since it is impossible to have a decent chat with support, I have no choice than to escalate this to the casino guru. From what I understand, there seems to be information missing, but I cannot confirm this 100%.

Please help me get this cleared up!

Dear PatJustPat,

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

There has still been no update, the withdrawal is stuck and has not been processed. Please go forward with the complaint.

Dear PatJustPat,

Have you received your withdrawal from the casino yet?

No, not even a status update.

Withdrawal status has been switched to "accepted", but still waiting for my payment.

Dear PatJustPat,

It might take a while for the money to appear at your payment method. Please let us know by the end of the next week if it has been received.

No money has arrived, live chat claims to have "escalated" the case, which will allegedly take until Tuesday.

Got my withdrawal today! 913 USD instead 937 USD, but that's okay, I guess.

Thank you for your support!

Dear PatJustPat,

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,

Casino.Guru