The player from the US had requested a withdrawal of $207 two weeks ago, but the casino had refused to pay, stating that the maximum withdrawal was $110, a condition not indicated in their terms and conditions. We had attempted to assist the player by seeking further details about his withdrawal attempt, the casino's communication, and the nature of his winnings. However, due to the player's lack of response to our inquiries, we were unable to proceed with the investigation or offer potential solutions. The complaint was consequently rejected, but the option to reopen it remained available to the player.
Lucky Legends Casino - Player's withdrawal amount gets capped unfairly.
Amount: $207
Lucky Legends Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.6
Lucky Legends Casino has a Safety Index of 5.6, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
7 months ago
Public
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7 months ago
They refuse to pay the 207 dollars and they keep saying that the max I can withdrawal is 110 nowhere in the term of conditions mentioned anything about 110 being the max withdrawal amount
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7 months ago
Dear Jsan21,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered with the withdrawal amount limitations at the casino.
To assist you further and clarify the situation, could you please provide more details on the following points:
- When did you first attempt to withdraw the $207 from your account, and how did you discover the discrepancy between the requested withdrawal amount and the maximum withdrawal limit stated by the casino?
- Could you provide any communication or documentation from the casino regarding their refusal to pay the $207 withdrawal amount and their explanation for enforcing a maximum withdrawal limit of $110? My email address is petronela.k@casino.guru.
- Have you accumulated your winnings with or without an active bonus?
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,
Petronela
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7 months ago
Dear Jsan21,
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.
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7 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
