Lucky Legends Casino - Player's Bitcoin withdrawal has been delayed.

I did a withdrawal request on 3/28 and was told the terms and conditions which I followed. I sent all required documents and was told I was verified. I sent over my Bitcoin wallet which should have been verified because I used it to deposit and using to withdraw. Today is the 8th day and no approval. So as I wait for approval it will be pushing the time on my payment because they say that's another 7 to 10 business days and I should of had my payout in 5 business days which says on there site when you put in a withdrawal with Bitcoin. Please help thank you

Dear Dannybaby,

Thank you for submitting your complaint. I'm sorry to hear about the issue you're facing.

To better assist you, could you please provide the following information:

• Was your account successfully verified already?
• Was this your first withdrawal attempt at this casino?
• Did you accumulate your winnings with or without an active bonus?

If there's any relevant communication, please forward it to petronela.k@casino.guru. 

It's common for withdrawals to take some time to process, often ranging from a few days to a couple of weeks. Therefore, we recommend waiting at least 14 days after requesting a withdrawal before submitting a complaint. Assuming you've successfully completed the KYC verification and had your withdrawal approved, it's likely just a matter of time before you receive your funds.

We appreciate your cooperation and look forward to resolving this issue for you. Thank you in advance for your reply.

Best regards,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hi yes I was verified and yes this is my first withdrawal request which is why I understood the waiting period but as I can see it still no change to my account. I will add important screenshots from conversations. And yes I did but I played through the playthrough and asked multiple times if everything was fine which they told me yes it was fine. Then today the supervisor told me something about 7 to 190 days for payout but that isn't on there terms and conditions so that was weird as well. Thank you for your help.

Thank you very much, Dannybaby, for providing all the necessary information. I will now transfer your complaint to my colleague Jakub (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Dannybaby,

This is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

I would like to invite Lucky Legends Casino’s representatives to join this discussion in order to resolve this issue.

Dear Lucky Legends Casino,

Could you please provide an update on the status of the player’s withdrawal request?

Best Regards,

Jakub

Greetings all,

We reviewed the situation last week and had the first of the withdrawal requests approved on your behalf Dannybaby, we have now escalated the withdrawal for payout with our finance department. Let us know when that arrives and we can move forward with the second half.

Best wishes,

Lucky Legends

Dear Lucky Legends Casino,

Thank you very much for providing information and for your cooperation.

Dear Dannybaby,

I would also like to request confirmation of the funds' arrival. Please reply to this thread once you receive the first half, and then we can proceed accordingly.

Thank you in advance!

Best Regards,

Jakub

When do I supposed to receive this first request also its now way past the time frame for that second request to be approved. This really isn't helpful at all. I didn't receive anything as of yet you guys didn't approve anything until the 9 business day and now I get this cryptic response. All I get is we are escalating the situation no date. Also what is this? If it so much of a esclation he saying something different this is ridiculous week 3 and nothing.

Received first half this morning. Still waiting on approval of second withdrawal request.

Hello Dannybaby,

Thank you for the confirmation. Following our conversation with casino representatives outside of this thread, it appears that your withdrawal has been escalated. The second half of your withdrawal should also be processed shortly.

Please keep me informed of any updates regarding this withdrawal.

Best regards,

Jakub

Ok thank you. Will keep you updated it is still pending so will see how long this takes

Hi Dannybaby,

I've just received information from the casino that the first installment has been processed and should already be in your BTC wallet. Can you confirm this, please?

Thanks!

Jakub

Yes thank you the second one has been sent thank you for your help!

Dear Dannybaby,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'RESOLVED' in our system. 

Thank you for your cooperation and patience, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help!

Best Regards,

Jakub