Lucky Legends Casino - Player's winnings were confiscated.

Hi, I claimed free spins (no deposit bonus) from Lucky Legend casino and completed the play through. I was told to verify my account with my ID which was approved. I was also told to verify my btc address by depositing $10 which I did. I then proceeded to make a withdrawal of $110 which was approved. I also contacted customer service via live chat to ask if I am entitled to my winnings which they have confirmed. I was told to wait 24 hours to receive the money, however a few minutes later my deposit of $10 was reversed and the withdrawal of $100 was removed. I contacted customer service via live chat and they said their reason for declining my withdrawal is due to the creation of multiple accounts which is not true. It is my first time creating an account with this casino. I asked the agent to provide me with a date as to when my account was created which they confirmed it was opened on the 14/04/23. I asked them for the dates of the so called multiple accounts and they said they can't provide such information and closed the chat immediately.

I am 100% certain that I've never created multiple accounts.

Please assist.

Thanks

Dear Sherreen1965,

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

Please allow me to ask you a few questions, so I can understand the whole situation completely.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Would you be able to forward the relevant communication to my email address at tomas@casino.guru?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Sherreen1965,

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.

Hi, nobody in my household registered at this casino. I can confirm that I am the only one who registered and only registered one account.

If there is any communication (emails, chat transcripts) between you and the casino about the issue please forward it to my email at tomas@casino.guru

Looking forward to hearing from you.

Dear Sherreen1965,

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.

Hi I have responded via email as you have requested

Dear Sherreen1965,

The only email from you I received was about your claim you are the only person who registered in the casino - I received it on the 25th of April.

If you sent me other emails, I haven't received them. Please resend them to my email again. If there is no other communication between you and the casino, please let me know as well.

I'll await your reply.

Dear Sherreen1965,

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.

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.