The player from California had had an issue with withdrawing his winnings from a VIP bonus at an online casino. Despite the casino's assurances that his account verification had been completed, his withdrawal request, made on August 15th, had not been processed. After communicating with the casino's support team, his withdrawal had finally been approved. The player had been informed it would take 3-4 weeks to receive his winnings. He later confirmed that he had received his payment. The Complaints Team had marked the case as resolved upon receiving this confirmation.
Lucky Legends Casino - Player faces delayed withdrawal.
Amount: $203
Lucky Legends Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
I deposited lost then received a VIP bonus which I played and won. Made a withdraw request since Aug 15 and currently still has not been reviewed. I talked to support and they said my play and verification is in order and submitted and excellerated but still no change.
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1 year ago
Dear johnphuu1,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals from the casino in the past? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 year ago
I spoke to support yesterday and they promise me that it will be reviewed within 24 hrs. I checked the status and yes they approved it. So now I will wait another month to receive it and its ok because at least my withdraw was approved and it will be processed in 3 to 4 weeks which is their standard timeframe.
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1 year ago
I understand your frustration.
Was there any progress with receiving your winnings, or do you require further assistance?
I'll await your reply.
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1 year ago
Dear johnphuu1,
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.
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1 year ago
Dear johnphuu1,
I'm glad to hear that you received your winnings. 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 issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
