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.