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

I submitted a redemption request for 143.00 on July the 23rd & submitted another on a couple days later for 40.00 & I got a email said it has been received but it still says my redemption is waiting for review & its been over a week I have never had no casino game take this long.. my account is verified I did the verification with my id & my selfie I've tried contacting customer service & they never respond or say anything back

Dear buckeyebabii85,

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

Yes it still says my redemption is waiting for review the same thing it's said even since I submitted it almost 14 days ago

Yeah it still says the same thing waiting for review

Dear buckeyebabii85,

Have you received your withdrawal from the casino yet?

No I have no received my withdrawal or a response or anything I just went on the game & checked my redemption status & still says waiting for review the same thing it's been saying since I submitted it

Thank you for your reply, buckeyebabii85. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please post a screenshot of your withdrawal history here in this thread?
• Did you accumulate your winnings with or without an active bonus?

Thank you.

I've submitted these 2 redemption requests right here and neither one of them have been answered this is what it's said since I submitted it waiting for review & no none of this was on any kinda free play or bonus I deposited my money on there to play & won this with my money

Have you recently tried contacting the casino regarding this issue? 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.

Yes of course I've tried to contact them if u go on the app & hit contact us then it goes to a thing & saying to submit your issue & I've done that how many times I don't know & then they have a email on there & it says they will get back to me as soon as possible but nobody has emailed or said anything on the app... Look of course I have definitely done everything I can think possible to get ahold of them or to do something because if not and they was at least responding then I might not of got you guys involved but no there's nothing.. & on the app my redemption history still looks just like the picture & still says waiting for review its going to say that forever because they are not planning on even looking at it or seeing it let alone give me what I rightfully have won because there was no bonus $$$ or free plays or nothing like that I deposited my money on there a few times maybe lil more to play their game they was quick to take the money I was giving or putting out or playing with or on but bow that I have won & its there turn to give out money theres nothing not even a response & it's been what almost a month not this is crazy & complete BS i so should of spent my money on a different casino thats for sure & they wont be getting nothing else from me

Do I understand correctly that you play via the app? Does the casino have an official website link?

I'm not even sure but yes I play on the app that I downloaded from the Google Play store

buckeyebabii85, I apologize, but we are not able to proceed with complaints unless the casino has an official website, because we have no option to add a casino like this to our database. I genuinely hope you will be able to find assistance on some other platform.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.