HomeComplaintsLucky Legends Casino - Player's experiencing an unspecified issue.

Lucky Legends Casino - Player's experiencing an unspecified issue.

Amount: €160

Lucky Legends Casino
Safety Index:Below average
Submitted: 24 Jan 2024 | Case closed : 17 Apr 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

6 months ago

The player from Ireland had experienced some issues with an online casino. She had an old account with a verified address and had recently resumed playing. However, she had moved and was trying to change her address on her account. The casino had requested bank statements as proof of address, then later declined to accept them. Furthermore, she had an approved withdrawal, but the casino was asking for proof of payment. She had attempted to log into her account but was unable to do so. The casino had claimed that her deposit was rejected by her bank and therefore, her account was deactivated. Despite her attempts to provide proof of deposit, the casino and the complaints team had not been able to confirm the deposit, resulting in an unresolved issue. The complaint was closed as "rejected".

Public
Public
9 months ago

Is it worth opening a complaint with this casino if they don't have a license??

Public
Public
9 months ago

Dear martinshinea,

Thank you very much for submitting your complaint. Well, it depends on your problem. Unfortunately, I’m not able to assist you with this case without any description of the events and I will need definitely more information. Could you please elaborate?

I will be waiting for your reply patiently.

Best regards,

Kristina

Public
Public
9 months ago

I signed up a few years ago with my old address which was verified, I have just started playing there again I am trying to change my address which I have bank statements that show my old address and current bank statements to show my current address they asked for these bank statements and are now saying they do not accept bank statements as proof of address??

Public
Public
9 months ago

I also have a withdrawal that was approved but now they want proof of payment I also have bank statements showing this but because they won't accept these to verify my current address they won't accept as proof of payment

Public
Public
9 months ago

Just tried to login to my account and it keeps saying something went wrong

Public
Public
9 months ago

Thank you for your reply, martinshinea. Have you tried contacting the casino regarding the blocked account? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Sensitive attachment
Sensitive attachment
9 months ago


Hi I have attached the email sent on the 21st of January asking to change my address it clearly says 72 business days to reply I still haven't herd anything unfortunately I didn't save any of the live chat communication I have had were I was told my my bank statements could not be accepted as proof off address after being asked for these specifically they also have proof of deposit which I was asked for first, as I can't get in to my account now I have no way to communicate through live chat I have sent an email to them asking why I can't access my account

Sensitive attachment
Sensitive attachment
9 months ago

I just received this email today

Public
Public
9 months ago

Do I understand correctly that this is the only explanation from the casino that you've received?

Public
Public
9 months ago

Yes to explain again i had a withdrawal approved in my account but didnt receive an email so i contacted live aupport were i was told i need to send bankstatements i realised then that my old address was on my account so I sent 3 emails to have it corrected along with proof I was at the address on my account when I signed up and also proof of my current address, i had no response through email so i contacted live chat were i was told bankstatements could not be accepted then I couldn't access my account so I sent the email asking why this is and that was there response

Public
Public
9 months ago

Is this still being looked into??

Public
Public
8 months ago

Thank you very much, martinshinea, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Public
Public
8 months ago

Hello martinshinea,


I am so sorry to hear you lost access to your casino account. I will contact the casino and try to resolve the issue as soon as possible.


Now I would like to invite a Lucky Legends Casino representative to join this conversation and participate in resolving this complaint.


Dear Lucky Legends Casino,


Could you please state why the player's account got blocked? Is there any problem with the provided bank statement?


Thank you in advance for providing the information.


Kind regards,

Stefan

Public
Public
8 months ago

Greetings all,


We had the opportunity to review the situation and it appears the player's cash deposit was rejected by the player's bank and our 3rd party payment providers were unable to collect the funds. Since the funds were not valid for play or withdrawal all funds ($160) were removed from the player account. Due to the deposit constituting 100% of all cash deposits for the casino account historically the account was deactivated by our security team.


We hope this clarifies things, supporting documentation has been forwarded to the casino.guru team for review.


Best wishes,


Lucky Legends


Public
Public
8 months ago

What does your payment come up as in a bank statements I will provide proof of the payment

Public
Public
8 months ago

Hello martinshinea,


I have reviewed the evidence provided by the casino, and it seems that your deposit was not collected. You were basically playing with the virtual deposit, and all the winnings were based on an uncollected deposit by a 3rd party. It might have happened that you had insufficient funds in your bank account at the time of a collection by a 3rd party payment provider.

Could you provide us with the bank statement where I can see the deposit information? You can send it to my email address stefan.m@casino.guru.

Thank you for your understanding.

Edited by a Casino Guru admin
Public
Public
8 months ago

What name does the deposit come up in my bank account??

Public
Public
8 months ago

Hello martinshinea,


I am afraid I cannot disclose this information, but you can provide us with the bank statement from January 1st till today. Let me know once you send me an email.

I'll be awaiting your reply.


Public
Public
8 months ago

Dear martinshinea,

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.

Public
Public
8 months ago

Hi I replied yesterday with bank statements attached but my reply has gone I sent them to also to stefan.m@casino.guru.

Sensitive attachment
Sensitive attachment
8 months ago

Public
Public
8 months ago

Hello martinshinea,


I have reviewed the bank statements and I would like to ask you to send me one complete bank statement from the 1st of January till today.

Thank you very much for your understanding.

Public
Public
8 months ago

The bank statements I've given show all transactions from 1st of January to the date when you had requested them I don't understand why you need them all in one statement there not a day missing between January 1st and the date I sent them to you?

Public
Public
8 months ago

Hello martinshinea,


The reason why I need a complete bank statement is I cannot find a deposit to the casino. Could you send me the complete bank statement?

I'll be awaiting your reply.

Public
Public
8 months ago

Contacted my bank to get the statement that ive already provided and clearly shows my deposit to the casino, my bank has had countless problems with this casino, I unfortunately realise your website is a big con to! I'll be sure to spread the word

Public
Public
8 months ago

Hello martinshinea,


I have double-checked the provided documents and do not see any deposit of 30$ to the Lucky Legends Casino. I recommend you send me the complete bank statement from the 1st of January till today, otherwise, I won't be able to help you with this issue.

Thank you very much for your understanding.

Public
Public
8 months ago

Its there my bank confirmed this they have the sort code to show it it went out and didn't go back into my account so they can also confirm wasn't rejected and a dispute has been started

Public
Public
7 months ago

Hello martinshinea,


Could you provide me with the code that was shown in the transaction? This would prove that the transaction went through.

I'll be awaiting your reply.

Public
Public
7 months ago

Dear martinshinea,

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.

Public
Public
7 months ago

As I said I have an open dispute with the bank and have all relevant documentation and information now and seem to think the know what the casino have done as they have seen this before so u can close this if u want as u have been no help they don't have a license so I might not be able to get my winnings but I will get my money back and stop this from happening to others

Public
Public
7 months ago

Hello martinshinea,


Did you manage to receive a proof of deposit from the bank?

I'll be awaiting your reply.

Public
Public
7 months ago

I've had proof since I started this complaint I also sent it to and you have been just as ignorant as the casino you can close this complaint now and also my account with casino guru you have been no help

Public
Public
7 months ago

Hello martinshinea,


The deposit was supposed to be credited on the 20th of January. There is no record in the provided bank statement of any transaction on that date. I would like to help you, but without providing the proof of deposit, the casino won't be able to pay you the funds.

Thank you very much for your understanding.

Public
Public
6 months ago

Dear martinshinea,

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.

Public
Public
6 months ago

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.

flash-message-reviews
User reviews – Write own casino reviews and share your experience
Forum_alt
Join the discussion on our Forum and meet casino players from all over the world
scamalert_1_alt
Casino Guru employees will never ask for your password or seek access to your casino or bank account.
Follow us on social media – Daily posts, no deposit bonuses, new slots, and more
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news