Lucky Legends Casino - Player is unable to withdraw.

I was about to make my verification deposit when I decided to contact support regarding max cashout due to the winnings being on a redeemed coupon, the support staff informed me I had redeemed multiple free chips and would be denied my winnings. I was then told I had to go and lose these winnings. When I showed them how they approve any and all redeemed coupons and in fact I had not redeemed multiple free Chips at all. They had denied two attempts with codes and approved the third which means I only redeemed the one coupon. At this point the support staff ended chat! See attached transcripts and screenshots I have been able to aquire because they also cut short the chat transcript. It is not complete at all. I am disgusted with how I was treated and hope no one else will be mislead by this casino and their, for lack of a better word, LIES! For some reason I am unable to upload the screenshots and the transcripts. I will be more than happy to provide for anyone to see......thanks so much!

Dear Lizzie1270,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please advise if you redeemed a no-deposit prior to the 5th of February without making a deposit afterward? Could you please share the transaction/bonus history from before this date?

Thank you in advance for your reply.

Best regards,

Tomas

Attatched you will find the month prior to the month in question. Its ironic there wasn't anything originally and now when I checked I see that the exact same coupon and the exact same money won on the coupon twice in my transaction history. Funny how that happened ...I also noticed that there were three total redemptions in my history as well and last night I couldn't seem to find them. Still the fact remains all coupons are approved or denied by the casino. So the casino allows people to redeem these even though it is against their terms and conditions and did deny other coupon attempts by the player. This shows me that I have the casinos approval to play this free chip without any fault of my own. So more or less if it is not allowed why would the casino approve these multiple free chips when if we were not allowed to play them we should have been denied like I had been several times during these attempts at redemption. So my problem is if the player is not allowed to redeem multiple coupons why does the casino approve them and set the player up to lose any winnings made from the coupons the casino sent to the player and also approved by the casino before they were even played by the player. Why were the duplicate coupon redemptions allowed when it will not work without the casino approving the bonus amount as a deposit and placing these winnings in the account when the player should have never been able to redeem the exact same coupon twice. I play at many other casinos and I know that if there is an attempt at multiple redemptions the coupon is denied just like this casino denied and approved what they apparently wanted too. Because per their terms and conditions that should have never happened because it would have been denied prior to redemption. When the code is entered into the redeem coupon area it should have told me that I would be unable to redeem because it had already been redeemed the max amount of allotments. If in fact it was....which at this point I know better. Apparently the casino will go above and beyond to let the player make a mistake that will cause any withdrawal attempt to be rejected. Then actually tell the player they have to lose the winnings down to under $5. Instead of removing the "unauthorized" balance from the player account....How is this at all fair to the player? The player is t

old more or less by the casino yes play on this free play we sent you but don't win or attempt to withdraw because it was what....practice? I would love to have this explained so I understand how this is at all fair to the player.

Thanks for your comment Lizzie1270,

I am afraid the only screenshot submitted with your bonus and transaction history was from February (5th to 7th) with no real money deposit visible.

Would you be able to show us whether you deposited prior to the redemption of the bonus, please? You can post a screenshot here or send it to my email at tomas@casino.guru

According to the casino's terms and conditions: https://www.luckylegends.com/terms-conditions

4.Players cannot redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to withdrawal the second No Deposit Bonus.

Ideally, the casino should block you from receiving a bonus if you are not eligible for winnings, but this is not always the case. We accept rules about non-consecutive bonuses when it comes to no-deposit bonuses because players don't risk their own funds when playing them.

I'll await your reply.

I appreciate your stance but the fact remains that this casino allowed a player to have these multiple redemptions but this was done with approval from the casino. Shouldn't this casino have to honor a coupon they sent to you and also approved the coupons use at the time of redemption. Seems like this may be your way of guaranteeing that the player doesn't stand a chance when they receive a free chip. They should not play something the casino sent and when the code is entered the casino also approves the play as well as approves the deposit of funds from this free play. That is three occasions where the casino did all it could to facilitate multiple redemption. Not everyone is aware of the fact that while we aren't allowed to play 2 free chips in a row the casino will approve such a thing even though the casino is most definitely aware of the rules and give approval to these multiple redemptions anyway. Most casinos will tell you it (the coupon) was redeemed more than once and will not allow play til the qualifying deposit is made. This casino doesn't tell you this and will approve what they know to be a violation of the t and c's. Unfortunately it will be the unsuspecting players misfortune especially if they had not checked on withdrawal because even in the cashier nothing is ever said. They make their deposit and come to find out they have broken a rule without intention and are now. What did you say " banned from play" and really don't understand why they have lost their money and the winnings have been stripped or worse yet the player has to lose the balance...lose not win ...isn't that correct kind sir? I await your response......

Thanks for your comment, Lizzie1270.

Unfortunately, this is our position assuming you didn't deposit in between the 2 no-deposit bonuses.

If you have any evidence you made a deposit prior to redeeming the no-deposit bonus, we'll try to help. Without such evidence, the complaint will be rejected.

Dear Lizzie1270,

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.

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.