Lucky Legends Casino - Player's verification documents were flagged.

Hallo,

ich habe wie verlangt eingezahlt, und alle Dokumente hochgeladen. Plötzlich gibt es bei meinem Führerschein probleme. Angeblich sei dieser abgelaufen, was ja nicht sein kann da diese nicht ablaufen können. Dann meim Reisepass. Alles korrekt aber es wird mir gesagt dass es ein "falsches" Dokument sei, was absolut nicht stimmt.

Ich verlange mein Geld sofort oder ich setze ein Anwalt ein!

Danke.

Dear francescofa229, 

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures.

Could you please forward me the documents that were rejected by the casino? My email address is veronika.l@casino.guru.

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, 

Veronika

Hallo und danke für die schnelle Antwort.

Das casino hat nach meiner Beschwerde im live chat das Problem behoben, und ich bin nun erfolgreich verifiziert.

Somit ist dieser Fall geschlossen.

Vielen Dank.

Lg

Francesco

Hallo,

eigentlich war alles geklärt, das Casino hat mich erst erfolgreich verifiziert, und dann die Auszahlung bestätigt.

Doch nach meiner Anfrage heute im Live chat wurde mir mitgeteilt, dass ich angeblich nicht für den welcome chip zugelassen war, und ich aus einer "restricted country" spiele.

Auf einmal??! Erst haben sie mir alles genehmigt, wurde erfolgreich verifiziert (und das obwohl ich eindeutig aus Deutschland komme).

Ich habe alle erfoderungen erfüllt, alle Umsatzbedingungen gewagert, und sogar eingezahlt, weil dies für eine Auszahlung des gewinnes erforderlich war.

Ich werde hier auch alle screenshots beifügen.

Danke.

I have checked the Terms and Conditions of Lucky Legends Casino, and this is what I found:

Country Based Restrictions

Please follow this link here to ensure your eligibility based on your country of residence and learn about potential restrictions. Your location can impact your access, bonus usage, free chip redemption, and deposit methods. Please review the details carefully and contact us directly if you need to check your account status.

For Germany, the restrictions are as follows:

It seems that players from Germany are allowed to register, deposit and play, but they are not allowed to cashout from free welcome bonuses.

Could you please advise if your entire account has been blocked, or only your winnings from the no-deposit bonus have been rejected for withdrawals?

Hallo,

nein mir wurde nur die Auszahlung verweigert.

Aber man hätte mir dies auch vorher sagen können, anstatt mir erst die Möglichkeit zu geben, und ebenfalls meine Dokumente zu verlangen. Dazu kommt dass ich eine Einzahlung von 30€ getätigt habe, und diese ebenfalls verschwunden ist.

Ich finde es halt ziemlich unfair mir den 250$ free chip erst anzubieten,(obwohl man ja schon wusste dass ich aus Deutschland komme), mir den Aufwand machen lassen insgesamt 7500$ zu wagern, um mir im nachhinein zu sagen dass mir das Geld nicht zusteht.

Ich verlange zumindest eine kleine Entschädigung dafür.

Vielen Dank.

Thank you very much, francescofa229, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.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.

Hi francescofa229,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Lucky Legends Casino to the conversation to participate in the resolution of this complaint.

Greetings all,

As mentioned by Veronika above, the terms and conditions specifically state that players from Germany are not entitled to free welcome chips. In this case there is little we can do to assist with payout as the funds are not eligible for withdrawal.

Regarding the cash deposit in question, our 3rd party payment providers were unable to collect as it was refused by the issuing bank. If our information is incorrect and the deposit was collected ($30 deposited on April 25th) please provide a bank statement (official PDF version) showing the completed deposit to casino customer service and the casino.guru team, we will make sure the funds are refunded to your bank francescofa229.

Best wishes,

Lucky Legends

Hallo Luckylegends,

sie haben Recht, der Betrag wurde tatsächlich nicht abgezogen.

Mein Fehler.

Vielen Dank.

Lg

Francesco

Hi all,

Thank you for your replies.

Dear Lucky Legends Casino team,

Let me ask you some questions here:

1. Why do you give bonuses to players who can't win from them and how are the players informed about this?
2. Was the deposit one of the bonus conditions?

Greetings all,

Free bonus codes are never intentionally given to players not eligible to withdraw on them, but free bonus codes are distributed far and wide immediately on release (it's an entire sub-industry) and there is little to be done to prevent folks from finding and redeeming them. The terms and conditions are quite specific about who is eligible, and it only takes a moment to determine if you are personally eligible. But the codes are not blocked specifically by region to players still eligible to deposit and play in the casino as many players choose to use the codes for entertainment as a means to test the casino and it's games before actually depositing. This is allowed, however they are not valid for withdrawal in these cases as stated in the terms and conditions.

The deposit was not a pre-requisite for the bonus, there was no deposit necessary for this chip only to fulfil the terms of the chip and casino to be eligible for withdrawal (no multiple consecutive free chips, no multiple accounts, no excluded countries, etc).

Hopefully this clarifies things.

Best wishes,

Lucky Legends

Dear Lucky Legends Casino team,

Thank you for your reply. If you don't block players from the restricted countries from playing, how are the players informed that they may be playing without the option to withdraw their winnings? Regarding free bonus codes being "distributed far and wide", if I'm not mistaken, the welcome offer was sent directly to the player's email address. To sum this up, players who are not eligible for the free chips receive this offer and there is no warning clearly stating that they will not be able to withdraw their winnings.

Greetings Peter,

There is no question that errors do occur when mass mailing coupons however it is certainly the exception rather than the rule and players from non-allowed countries are omitted from the mailers categorically whenever possible. In these cases it is far more common that the player found the bonus themselves through a 3rd party source and assumed because they were capable of redeeming it that it would be valid for withdrawal. A quick view of the terms regarding allowed and non-allowed countries would have cleared that up.

Terms and conditions are listed on the mailings along with a reminder to review the terms for the casino itself before redemption, and players are reminded of this again in a pop-up message before the coupon can be redeemed. As Veronika saw quite easily upon review it is quite simple to click on the button in the terms to determine what you as a player are eligible for (in terms of play or bonuses) as seen in Veronika's screenshot above. If you do not review our terms and conditions this could perhaps be an issue, correct, but we do everything possible to assure that all of the necessary information is simple and easily available to anyone.

Best wishes,

Lucky Legends

Dear Lucky Legends Casino team,

Could you post here the pop-up window mentioned above?

Greetings Peter,

We are not certain what the issue is but we have been unable to upload an image of the pop-up.

Best wishes,

Lucky Legends

Dear Lucky Legends Casino team,

Please send the image to my email address (peter.m@casino.guru).

Perhaps there was a glitch previously, it seems to have worked this time.

Or perhaps not. 😀 We will send the screenshot privately.

Dear Lucky Legends Casino team,

The pop-up above doesn't show any information about eligibility/availability of the bonus or country restrictions. If this bonus is offered to players from countries where they aren't allowed to withdraw their winnings, we consider such information to be crucial and should be a part of the specific bonus terms. I'm afraid the complaint will become unresolved unless the player gets paid their winnings.

Streitet euch bitte nicht.

Ich bin auch mit 100€ von den ursprünglichen 485€ zufrieden.

Rein wegen den Aufwand her. Danke 😀

Greetings francescofa229,

Historically casino.guru is averse to such compromises feeling that it's an all or nothing deal, if they are fine with $100 as a resolution to the situation at hand then perhaps we could accommodate. However we have been as straightforward as possible in our terms and conditions and after close review have determined there is no fault on the part of the casino. Barring such compromise we will be forced to allow this case to go unresolved.

Best wishes,

Lucky Legends

Hallo luckylegends,

Ja, ich wäre vollkommen einverstanden mit 100€.

Vielen Dank.

Lg

Francesco

Hi all,

Thank you for your replies.

Dear francescofa229,

If you are happy with €100 for the case to be resolved, we will accept your decision.

Dear Lucky Legends Casino team,

If you pay francescofa229 €100 as a compromise accepted from his side, the complaint will be resolved.

Hallo casinoguru,

ja, ich akzeptiere die 100€.

Vielen Dank an euch, für die Bemühungen.

Lg

Francesco

Greetings all,

Just to clarify, the native currency is USD rather than Euro so the payout would be $100USD. This would satisfy all parties involved and result in a resolution?

Best wishes,

Lucky Legends

Hallo luckylegends,

ja, ist vollkommen ok für mich.

Vielen Dank.

Lg

Francesco

Dear francescofa229,

Please let me know when you receive your funds.

Hallo casinoguru,

ja ich sage Bescheid.

Danke.

Lg

Francesco

Hallo luckylegends,

auf welcher Weise wollen Sie mir die 100USD überweisen?

Sie haben ja bereits meine Kontodaten.

Daher können sie es einfach dorthin überweisen.

Danke.

Lg

Francesco

Greetings francescofa229,

It appears we do not have a valid method of withdrawal on file for you, please contact customer service and they should be able to walk you through the process.

Best wishes,

Lucky Legends

Dear francescofa229,

Has there been any news?

Hallo Peter,

a week ago they add 100$ to my account (cashout only). I withdraw it to my bank account, but till now, i didnt recieve it.

Regards

Francesco

I see, let's set the timer for another seven days and if you don't receive the funds by then, I will ask the casino representative to update us on the status of the payment.

Hallo Peter,

ich habe immernoch keine Zahlung erhalten, weder eine Antwort von luckylegends.

Dear Lucky Legends Casino team,

Could you please update us on the status of the player's withdrawal?

Greetings all,

As said above the funds have been placed back in the player account and are awaiting a valid method of payment for approval and disbursal. Please contact customer service on live chat Francesco, until there is an approved method of payment on file for you nothing can move forward here, our customer service team can assist you.

Best wishes,

Lucky Legends

Dear Lucky Legends Casino team,

The player stated he had a pending withdrawal to his bank account. What else is needed?

Hallo luckylegends,

ich habe bereits vor über zwei Wochen eine gültige Auszahlungsmethode eingegeben, und per Banküberweisung ausgezahlt.

Ich habe alle benötigten Daten eingegeben, und die Auszahlung beantragt.

Wir warten nur auf euch.

there u can see how long i am waiting.

Greetings all,

As mentioned it is unfortunately not as simple as that when it comes to wire transfer, our 3rd party payment providers have very specific requirements before they will transfer funds. The information needs to be complete, approved by the finance department as following the 3rd party guidelines, and then the information will be posted to the casino account as an approved method of payment. We sincerely suggest contacting customer service and getting their assistance.

Best wishes,

Lucky Legends

Hello all,

now @luckylegends ask me to show a Screenshot of my deposit with my mastercard, but why if u earlier confirm me here that a deposit is not required??!

And i even can't show u the screen of the deposit, because the deposit was cancelled from your side!

So, please, stop with the excuses and sent me my 100$. Thank you!

Dear Lucky Legends Casino team,

The complaint has been open for over two months. It's time to stop the delays and make the payment otherwise the complaint will become unresolved.

Greetings all,

We have done what we can on our part, the agreed sum has been returned to the player account and is awaiting a valid method of payout to be established for bank wire transfer per the requirements of our 3rd party payment providers. Unfortunately without a valid method of payout on file we are not able to make payment. The funds are however available and noted specially as valid for withdrawal in the agreed amount of $100. Without player cooperation in establishing a means of withdrawal there is nothing further that can be done from this side.

Best wishes,

Lucky Legends

Look here you already got all Details for the bank wire Transfer! And your live chat confirm it right there!

Plus you want a Credit card screen of my deposit which i dont have because you denied me the deposit!

In top of that you told me that a deposit is not required for the cashout! So please, dont create excuses!

Thanks.

Greetings all,

We are looking into the individual who gave this information, all of the necessaries for casino account confirmation are on file however we can't find any banking information that has been submitted on your part within the casino account nor via chat or email.

Apologies for this francescofa229, we can 100% without any question confirm that your casino account does not have an established method of payout on file. We are also unable to locate this interaction between you and our VIP department within our records, generally speaking VIP hosts are for VIP level players, an account with only one (rejected) cash deposit would normally not be in touch with this department.

Best wishes,

Lucky Legends

As you can see, my rank is: DEPOSITOR

so what for excuses you are finding now??! What the f*** is going in here??!

Are u seriously making all these unreal stuff for 100$?????!!!!

And i dont care if u can't find the conversation between me and your live support. Because i send you a Screenshot, even with the link in the top WHO showed your homepage!

cmon guys!!

there u can see my deposit, what was afterwards cancelled, and i get the Money Back.

And u told me that the cashout was rejectedy and the funds are back in my account, but as you can see thats a lie. There is no money.

Dear Lucky Legends Casino team,

The situation is starting to get ridiculous. Francesco obviously has a pending withdrawal and evidence confirming that you have the payment details. It's time to stop these games and pay the player otherwise I will have no choice but to close the complaint as unresolved with higher penalization.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings all,

Unfortunately "payback to card" is not an option available to us, payment must be made via bank wire transfer to an approved banking institution allowed by our 3rd party payment providers. We have genuinely gone as far as we can without cooperation from the player, the agreed funds have been redeposited and are ready for approval and payment aside from this one detail. The refund highlighted in the screenshot above is just that, a refund of funds deposited into the casino which had yet to be processed. This is significantly different than paying out a cash withdrawal, in order to make a cash withdrawal there needs to be a means of payout available and we have no means currently by which to pay.

Best wishes,

Lucky Legends

Hi francescofa229,

Please cancel the pending withdrawal and add a bank wire transfer payment method to make the withdrawal. Let me know when it's done.

This will be my last answer to this chaos.

Because i'm really, really tired of this.

I cancelled it and requested a new bank wire transfer.

Hi  francescofa229,

I hope it will work out this time. I will get back to you in a week to see if the withdrawal was successful.

Hello to all,

finally, i recieved the money and we can close this difficult case🙂

So, thanks to luckylegends, and big thanks to Peter.

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, francescofa229, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter