Lucky Legends Casino - Player's winnings disappeared from account.

I actually won over 1,000$ and they took the bonus out of my winnings that left 886.50$ I went to withdrew and submitted my verification and everything was fine. So I'm waiting for my money to come in bc I had to make a deposit with crypto in order to even receive it and then without a notification or email explaining why it was just taken away and there was nothing.... no money back in my account and none in my crypto wallet. I also have all the screenshots and proof of this bc I made sure I did everything right to a "T" since everytime I try to withdrawl from one of the casinos online they always have some excuse of why I can't get what I won. So this time what's the excuse???

Hello amandaleanneevans,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Lucky Legends Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Hello Nick and thanks so much for taking the time to help me out with this issue. I do believe I got my verification approved around March 30th. I sent pictures. Did they upload? I was playing with a no deposit bonus and I was being extra careful ..//as I've had a couple denied over silly excuses so made a point to do everything right. Just and read all the terms and conditions so the next time they wouldn't have anyway to refuse or deny my withdrawal after it went thru for processing..... and then this happened!!! So that's why I'm upset even more!!! The last time I spoke to that casino was on Easter I believe. I have screenshots and video of all our conversations and also of my withdrawal requests and emails and all that stuff in case u may need anything. I never got the chance to do it the other time I've been refused my withdrawals but this time I was more prepared for it. Last time I spoke with them was about my withdrawal and how it shouldn't be denied. Also they even asked me to make a deposit in coin draw or with crypto or verification purposes "they said" and all that was approved and everything was good to go but then it got denied. Or manager withdrawl.... said that my request would prob get denied bc I have two accounts. So here we go again ..."I thought"... I've made sure everything was on point but now they r still finding excuses to not pay me. She stated this and that and I have it all if u want to see or I can sum it up for u. But I absolutely did not have two accounts. She gave me the username for it and it's some letters and numbers. And claimed my email wasn't even on file but how do they send me emails? If so?? I don't believe that anyone was ever seeing two accounts for me especially with the reaction I was getting from her to my questions. I don't think by any means that in clave sometimes accidentally makes another account and that's what happened to me. I don't think it's true. Maybe they do but not at this certain situation with me. Someone is completely mistaken. I have not been using online casinos for very long so I barely use that account much less make two of them. Just don't make sense and then when she said that inclave probably did it.... well I thought to myself...if so??? How is that my fault to loose my withdrawal? Idk just don't add up. I did everything right so I'm really confident someone made a mistake and should have sent my payment to my crypto account. Then later I was playing with ruby slots and won on there and when I went to ask about my withdrawal they replied talking about what was going on with me and Ava from lucky legends. Which has nothing to do with them? Or does it ? Idk I'm really confused what they have going on to be honest but I do know one thing I did win that money and I did it fair and honest and did what they said to verify so it should have been granted. This was my first request with this casino but no reason to wait as it's be denied and there has been a manager withdrawl and my winnings have disappeared. I hope I answered all ur questions and look fwd to ur reply

I never got an email or anything giving me a reason it was denied or disappeared bc that's exactly what it did.... disappear ...like it was never even there. No explanation what so ever....but the customer rep named Ava did say (prior to it been denied )....that it probably would be denied!! She also said that it may have been something inclave had done and acted like this is something they usually say has happened or is something that actually does happen around there quiet often ,from our conversation....Nothing was said to me by the casino, when it actually was denied and "manager withdrawal "was on my account suddenly..nothing explaining what happened, and why they was not approving my withdrawal.... absolutely nothing at all. I honestly don't think that's what's supposed to happen. U should def get some kind of notification to let u know it's been removed and why that it has been.

Hello amandaleanneevans,

As advised above, withdrawals may take up to 14 days. I would recommend to wait a little more for the money to arrive. If it would take longer than the advised period, we will try to intervene. Please let us know in case of any update.

I will wait but the request is no longer there and It says the funds was deducted by "manager request approval" or I would have waited 14 days before contacting or submitting my complaint but since it's shows it being deducted out and now it's disappeared then it only tells me that it's not coming. I would have got something saying it was coming but then again .... I didn't get anything saying it wasn't coming either. Just taken out and nothing at all since then. I will let you know if I hear anything but haven't so far. Thanks for helping!! I really appreciate it

Hello there just checking in as it's been over 14 days and still haven't heard anything from them. At this point it's definitely a guarantee they are trying not to pay me.

Thank you amandaleanneevans for all the information provided. I will now forward your complaint to my colleague Jakub (jakub.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello amandaleanneevans,

My name 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

Thanks i greatly appreciate it!!!

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.

Greeting all,

We tried to review the situation but the email address provided is not attached to any account within the Lucky Legends system. Could you please provide us with your registered email address or username amandaleanneevans, we will be happy to have a look and see if we can assist.

Best wishes,

Lucky Legends

Dear amandaleanneevans,

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.

Dear Lucky Legends Casino,

How is the process progressing? Have you located the player's account within your system yet? Are there any updates available regarding this particular case?

Thanks!

Greetings all,

We tried the provided credentials once again including the username and there are no accounts relating to these details. Please check your account login details and get back to us  amandaleanneevans.

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

Best,

Lucky Legends

Dear Amanda,

Are you completely sure about your user credentials? I've received a message from the casino indicating that your user account couldn't be found using either your username or the registered email address. Would you mind double-checking your user data one more time, please?

Thanks!

Well I'm sorry but that's the one and only account I have and I still get emails from lucky legends. I have a copy of everyone I ever received as well as messages and it all links back to that username. The withdrawal request and all the evidence i have also shows that there is a lucky legends account with this username/email. I can actually go to my account now so there again...not understanding how ur saying u can't find me?

Thank you for your reply, Amanda.

Could you kindly provide a screenshot from your account where your username/email address/player ID is clearly visible? Additionally, sharing some of the email communication with the casino would help us backtrack the reason why casino's representatives couldn't locate you in their system.

You can send all the evidence to my mail: jakub.m@casino.guru

Thank you!

Here is some but if this isn't what ur looking for I have lots more. I only talked to the casino thru messages on the site itself bc I couldn't ever get them to answer me any other way. But I can show u the automated email they would send back and others proving they do have record of me.

It would only allow me to send this many photos or attachments but I do have many more if this isn't what ur looking for but as u can see they are completely aware of me and I'm not understanding how they can't find me. Those emails are from this may of 2024

It was the ticket or case number on the attached that I sent so surely that alone should be enough.

I did try to go to lucky legends and I can't log in. And without a doubt it's the right credentials bc it's saved in my phone so it does it for me. Says "oops something went wrong" everytime I try to log in.

Greetings all,

After reviewing the provided screenshots we were able to locate the correct email address and thus the player account(s) in question. The terms and conditions of the casino (as well as the free chips themselves) state that only one free chip is valid between cash deposit/play sessions. The terms and conditions of the casino also state that only one casino account is valid per player or household. In this case we have two casino accounts having played the same free welcome bonus with no history of deposit until after the win. Unfortunately for these reasons the funds are not eligible for withdrawal.

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

Best wishes,

Lucky Legends

Hello everyone!

Thank you, Lucky Legends Casino, for providing additional information.

After thoroughly examining the evidence presented, it is evident that the casino's decision is well-supported. The evidence strongly indicates the presence of multiple player accounts, aligning with our stance at Casino Guru that views such actions as a fraudulent tactic aimed at gaining an unfair advantage. Therefore, regrettably, this complaint must be rejected as unjustified.

As a recommendation for future interactions, I would advise the player to adhere strictly to the casino's Terms and Conditions and refrain from engaging in any fraudulent activities aimed at gaining an unfair advantage.

However, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future.

I only have one account. We have already went over this before and as the rep stated ...that sometimes with inclave it does that. Not something that a user does. Something the system does. I don't get emails to different accounts bc I only have one account. We had already took care of this issue and discussed it so why is it being brought up again. The rep said it happens all the time. That it must be bc of inclave. I don't play on here enough to even have one account much less two accounts so that doesn't make sense. I made sure to do everything right and read the terms and conditions before I even started playing on here bc I'm new to this. And what's the correct email address and players account in question? I do believe it's the same thing that was being provided to you already??? I only have one account and this is the screenshots from the account I was talking about that u couldn't find. There is no other....if u look on there it's exactly the same thing.... only thing those screenshots prove is that the information being provided to you was accurate so why did it take seeing those screenshots to find it all of a sudden and then now that you found it you're saying there's two accounts no there isn't. So you're saying that's why my money just disappeared. If that was the case why did you allow me to deposit $10 in From my crypto account to verify the address and go through all of that and then without any notice or any reason, it just disappeared

I also have all the records of the rep telling me that it happens all the time with customers. That there is another account bc of inclave. Idk bc I have never made another account. Didnt know it's even possible. And what's the point? And if in fact you do have my household having two accounts then she said it must be bc of inclave. Honestly I don't even know what that means. I don't even know why any of that matters. My point is I won money and didn't receive nor did I ever receive a reason to why I didn't get it. I submitted a withdrawal request and then the next thing I know I'm being asked to deposit money to verify my crypto wallet and then I noticed not that I was sent any notification, but I noticed that the withdrawal request was declined and there was a manager approval and it shows the money being deducted, it never went back in my account. It was never sent to me so that is very odd and strange. I don't even type in my credentials. There's stored in there already. All it does is ask would you like to login with inclave. It saves u from having to type in all that info everytime esp if ur playing on other casinos. I've never set out to go make another account to possibly get over on anyone. Like I said, I don't even know the purpose of making another account and what would be the point of it because at the end of the day if you make two accounts and you want to deposit on that account I only have one card that has my name on it or any card is gonna have my name on it as well as crypto or my same address so everything I have is linked back to me so it's not possible to make two accounts would it benefit? I'm not understanding that you win something on an account you're going to have to show ID and prove who you are ...

that makes no sense for anyone to do that and like I said, I didn't even know it's possible for you to make more than one account per email for ANYTHING. That's just that. But if in fact it does allow you to well that is on yall. But either way it's still just one account bc one address one name and one payment method. Just really not seeing what all that matters bc that's already been taken care of so I thought. I told the rep I needed that so called other account deleted bc I don't know why it's there in the first place nor can I find it so I asked her to delete it. She said it would go away as it remains dormant

What does this have to do with the fact I won money and didn't receive it nor anything stating why? You say u have nothing with the info that was provided... but that's the same info on the screenshots. So what if I didn't have them??? Was u still gunna say u didn't have anything with the amandaleanneevans? Those screenshots that I just sent went to the same place I've been saying so just really odd that now u found me