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

So on the thing about redemption, it says that players receive their redemptions within but it usually doesn’t take that long. So I’ve emailed them. I don’t know how many times I’ve done the customer support. I can’t get a response. The only response I got was a message that said hey we’re on weekends blah blah so I mean the no contact is what has me worried? What makes this all shady? Is that when I won the money I just submitted a redemption for $20. They sent it to me right away no problems within a couple hours. I think it was submitted the next redemption for the 400. within hours of the first one was no issue with the first one should’ve been no issue with the second one right so I don’t know. I just know they seem shady and I want my money, but I can’t say anything about them because in terms of service or whatever deal says that you can’t say anything bad about them and whatever. Please excuse my punctuation in this I am trying to use the talk to text. Oh yes I ask the question about why it wouldn’t go through a few days after and got a response that said my redemption was being sent to the proper staff for review again. I found it funny that they said again.

Dear Fishdaddy34,

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

Ok I understand. It was just that the first one went through in a little over an hour. And then I sent the other redemption in thinking ok that was easy. Like I said I can’t get a response so I’m getting kinda worried. It plainly states that "players receive their redemptions within seven day but it generally doesn’t take that long" hopefully they send it. Thanks for time with this and have an awesome day cause you rock.

Dear Fishdaddy34,

Have you received your withdrawal from the casino yet?

That would be a negative.

Hello Fishdaddy34,

Since when exactly is the withdrawal pending? Is your account verified? If yes, since when?

seems your giving me a hard time like I’m the one in the wrong here. The last response from you was question answered when I made the complaint I thought.

Thank you Fishdaddy34 for all the information provided. I will now forward your complaint to my colleague Katka (katarina.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Fishdaddy34, 

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.

Greetings all,

We were unable to locate a player account under the above credentials (email address) however we can see that the screenshot is not for Lucky Legends, it appears to be from the very same "copy cat" casino app available on the apple store which has been causing issues for many many players recently. Could you kindly provide any further information including the URL (web address) of the casino you are playing with Fishdaddy34?

Anything further you can provide would be much appreciated.

Best wishes,

Lucky Legends

I used a different email address for my game credentials. Reason being they required me to use the email associated with my pay pal account in order to redeem. It’s an app I use I don’t know the url or any of that. I mean I’m just there to try and win money and some fun I’m no computer wiz nor am I real technological savvy. Looking on the terms and conditions page and privacy statements page it seems maybe Asselin life or asselin studios is running it? But it also refers to contact luckyledgendcasino@outlook.com and makes reference too. Like I said I have no clue about all that. I feel it would be very easy for someone to say that "it wasn’t me it was someone else". I mean why wasn’t lucky legend casino representative "asked to join this case" days ago?? Nonetheless thank everyone involved for your time with this matter I appreciate it but that being said this is very disheartening and is sadly becoming the norm these days. Thanks and have an awesome rest of day/night because you all rock!!!

Dear Lucky Legends Casino, 

thanks for the message.

Dear Fishdaddy34, 

I am very sorry for the situation you found yourself in. I wish I could help more, but I fear there is nothing in my power to do.

If you are looking for the new casino to play, I strongly recommend choosing from our website. We do check the casino's credentials.

I will now reject this complaint, but if you ever encounter problem with any other casino, do not hesitate to contact us. We are here to help.

All the best.

Katarina