Lucky Legends Casino - Player is struggling with withdrawal due to document requests.

So I deposited $25 into the bank account and hit $400! I've been in a battle with them for over 2 weeks now sitting them every card I had front and back sending them proof of ID and proof of ID and my name is on all my cards and everything! driver's license then when I sent in the proof of ID and a form of recent mail! they told me I had to send them the exact same picture, but with it outside of the envelope!!! everyday is something different then they took it off of my account after it was approved by one of them! The withdrawal was approved they specifically asked me more than once if that's what I was messaging them about! If you go to call their number it hangs up every time no matter what time of day it is! I'm attaching all the proof and responses I got that is no way a casino that is somebody who takes your money and smiles about it!!!!!!!!!!!!!

Dear baileyobrowning,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lucky Legends Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

From the email you submitted the casino representative refers to a deposit you made on the 25th of August. Is this information relevant in this case?

Do I understand verifying your ID seems to be the issue in completing the verification process? Which was the document the casino requested last time? Have you provided it?

Has the casino accepted the bank statements you submitted for verification?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Dear baileyobrowning,

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.

After sitting front and back of proof of address and ID again then they have it ever replied back to me or tempted to they were using the documents as a way for it to not be there fault! Honestly not sure what the August 25th has to do with it but the screenshots it from August 26th and 25th! They've gotten more than one copy of the bank statements highlighted in blue and even when as far as to tell me they weren't the right transactions! If you look in the screenshot it says $30 transaction accepted right before the manager request but the last of the messages I can get them to reply to me they were trying to say they never received my money from there end!!!!! but they took it and my account on their website that screenshot even says accepted!!!!! And I am extremely sorry it took me even this long to reply I never got a notification because I have two different gmails

But to be able to play on the casino and hit for $340.38 without having no free bonuses in between and no free play at all, and right before manager approved it says DF-Mastercard approved! I have all the times and screenshots and all! From the few emails I could get from them I got case number 153000467 from Lucky Legends for this case, plus also for the exact same case still I got case number 152999914 from Lucky Legends!!!!!!!!! Whenever they told me I would have to send proof of bank statements that's whenever the $340.38 just disappeared into thin air off of my account

Thank you very much, baileyobrowning, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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 baileyobrowning,

I've just reviewed your case and am very sorry that you came across such an issue. In order to help you resolve the problem, I will contact the casino.

I'd like to invite Lucky Legends Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Thank you.

Regards,

Tomas

Greetings all,

We had a look at the situation and it appears there have been two deposits into the account for $30 each, one directly following the next. The second one is the one which had the win and requested withdrawal. For the convenience of our players we credit deposits instantly however all banking transactions coming and going from the casino go through 3rd party payment providers. When our payment providers attempted to collect the deposits (both) they were denied on the player end by the bank. Unfortunately if there was no actual deposit then it invalidates the win. If you can provide bank statements showing that the 3rd party payment providers have made an error and the transaction is complete baileyobrowning then we might be able to help however in the absence of such documentation there would be little we could do to assist I'm afraid.

Best wishes,

Lucky Legends

Dear baileyobrowning,

Can you please provide us with the bank statement that shows the transactions' details? Please send it to the casino and to me as well: tomas.k@casino.guru

Kindly let me know once you do so. Thank you.

Kind regards,

Tomas

Dear Lucky Legends Casino,

Can you confirm that you have received the documents from the player? Please let us know if it's sufficient to proceed with the resolution.

Thank you.

Kind regards,

Tomas

Greetings all,

We've reviewed the submitted documentation and none of the deposits match the descriptors for our 3rd party payment providers, they could not be associated with the deposits in question.

Best wishes,

Lucky Legends

Lucky Legends can you please inform me the name of your 3rd party payment providers!? so I can send you the info you need? I know it went through because it was a credit card! How else could I hit 400$ in the first place???? Why couldn't you just tell me that weeks ago to make this whole transaction make me not want to gamble online anymore!? I don't get how my money was took but y'all didn't didn't get it on only yalls end!!?

Dear baileyobrowning,

I was provided with evidence confirming that your transactions didn't match the casino's descriptors. What is even more important to mention is that the screenshots you provided show a different merchant - "bushflora", which has nothing to do with the casino's payment provider.

Your deposits to the casino had likely been declined by your bank. Kindly provide us with the correct transaction statements. Otherwise, I'm afraid there is nothing more we can do for you.

Thank you.

Kind regards,

Tomas

My bank dident decline them, bush flora is there third party whatever! I will send them if someone knows what it would be under in the bank statemanets

Dear baileyobrowning,

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.

Dear all,

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Kind regards,

Tomas