Lucky Legends Casino - Player’s bonus winnings have been voided.

I received an offer of a free 50 chip to try the lucky legends casino. It said try our site with this chip with no deposit required to cash out. I played the free chip and won, played all the required play through and then requested a withdrawl for $296.12. I was notified during the transaction i need to be verified to make a withdrawl so i verified myself and then came ithe notification that i would be unable to cash out until i made a minimum deposit of $20; so much for cashing out without having to deposit. I made a deposit of $21 and then proceeded with my withdrawl request. The next day i noticed the withdrawl had been cancelled with no communication from the casino as to why or how to resolve whatever the error might be. I contacted support and was told it was cancelled because the coupon stipulates a maximum withdrawl of $100. My fault for not looking at the coupon for the max withdrawl level so i said ok and asked if there were any other issues i needed to address and was told nope that was it. I put in for a withdrawl of $100. This morning i wake up to a deposit of $19.89. I vontact the casino support to find out why and i get told i used multiple free chip coupons so i was refunded. I showed a screen shot of my transactions showing that was impossible as i opened the account used the free chip attempted a withdrawl, made a deposit, requested a lower withdrawl and that was it, only one coupon used. I was then told oh well nothing we can do once financing makes a decision and im like wait what? And if i was "refunded" my money why did i only receive $19.89 instead of the $21 i deposited? So basically they ran deceptive advertisment as a deposit was required to cash out and then they burned me on the other $80.11 they owe me and lied about why they didnt pay me.

Dear littldesi,

Thank you very much for submitting your complaint and for forwarding all the relevant communication and supporting evidence. I’m sorry to hear about your problem.  

Do you happen to know if anyone within your immediate vicinity or social circle has ever redeemed a free bonus from this particular casino before? I am asking because there have been instances where individuals within close proximity or with shared IP addresses have been flagged for bonus abuse or fraudulent activity, even if they were not directly involved. Therefore, it would be helpful to rule out any potential conflicts or complications that could arise from previous bonus redemptions by others in your vicinity.

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,

Petronela

Dear littldesi,

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.

Nobody i know has used this casino before and I live alone with my two dogs. So unless my pitbull or chihuahua have been stealing my phone and gambling while i was asleep theres no way there could possibly be a discrepancy due to clise proximity or by using the same ip address.

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

Thanks I appreciate it.

Hi littldesi,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Lucky Legends Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's bonus winnings have been cancelled and the deposit amount reduced?

Thank you.

Best regards,

Tomas

Greetings all,

I had a chance to review the situation and unfortunately in this case the win was the result of the 3rd consecutive free chip without a cash deposit separating the free chips, the rules of the chips redeemed do not allow multiple consecutive free chips I'm afraid so the withdrawal request was denied.

Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Lucky Legends

This is not true as ive provided screenshots showing i just opened the account and had only used the one free 50 dollar welcome chip. And if i had used multiple chips why did you give me $19.89 and say you were refunding my money that i deposited? It says coupon redeemed; Coupon DENIED; deposit approved; withdrawl requested; withdrawl cancelled; withdrawl requested; coupon DENIED; withdrawl canceled; withdrawl requested; withdrawl approved so please tell me when I used multiple free coins. You owe me $81 your casinos a joke.

Dear littldesi,

The casino has provided evidence confirming that you have breached the bonus terms and conditions by repeatedly claiming free bonuses while having no deposit made. It is very common for casinos to place such restrictions on free bonuses, and while we feel it would be best if these restrictions are enforced by the casino software, this is not currently the industry standard.

The rule may have been broken accidentally, but the casino has acted in accordance with its terms and conditions in this case and so I am afraid there is nothing more that can be achieved.

The complaint will now be rejected.

I'm sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.

Kind regards,

Tomas