Lucky Legends Casino - Player's withdrawal delayed and additional verification required.

Hit the mega grand for $6700 then another $300 for $7000. Filled out information, swift number,bank addresses all that. Now they want a pdf of my bank statement. Also a joint account with my wife. They're not going to pay. Won't send a check. So I have noway to collect my funds. It's a fugazi!

Dear Billben501968,

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. None of the casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
• Have you provided all the other personal documents to verify your identity?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I filled out all the information for swift number etc. I sent all documents to documents@luckylegends.com. So then I checked back and they needed a letter from my wife saying that they could debit her card? Anyway she had to write a hand written letter authorizing them to be able to debit her card since her name is on account. Waited four days nothing. Went back to chat. (A nightmare). Said they escalated it so they want all this information (that they can get from where I filled out form for withdrawals). I don't get to ask questions. Everything is a bot I guess. Took them less than 10 seconds to get my deposit. At this point we fill like this is a fugazi. I don't see me ever getting paid. Keep asking for all this bank information. Sent it. Got email telling me to send it to documents @luckylegends.com then another telling me to send it to support@luckylegends.com. Then they say they have to have a pdf of last months bank statement. They won't send a check. Can't do this wire. I don't know any other way so they won.

Hi Billben501968,

• Can you confirm whether your name appears as one of the authorized owners of the bank account used to deposit funds into your casino account?
• Would you be willing to provide supporting evidence and send it to petronela.k@casino.guru?

Thank you.

Absolutely I can. I'll send you a bank statement with both names on it whatever you need. I'll get it together. Anything else you need? I've sent all of this twice to documents @luckylegends.com. and two to support. The two,to support won't go through.

Just got an email from luckylegends. Now they say they need all the information, swift number etc, again. This is my issue now. I've sent everything pertaining to my bank account atleast twice! They Want it all again. Now I'm down right terrified! This is my banking information. Their leaving or loosing my information! Very very sketchy. Oh and now they say my bank doesn't take international deposit which I find weird seeing they gave me all the information for swift number address. Sounds to me that they accept international deposit. Now they want alternate account because it is a joint account. But why did they ask for my wife to write out hand letter ok the (debit?) Anyway she did. Then they said they needed bank statement in pdf form. They have no interest in seeing me get paid. I ha have no other account.

Thank you very much, Billben501968, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@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.  

Thanks! I'm totally lost. I don't even know where I stand with them. I've ceased all correspondence with them. I've sent them everything. All I have left is my first born.

Dear Billben501968,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Lucky Legends Casino to join the conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

Greetings all,

We have reviewed the situation and the requested withdrawal will still need to be reviewed by the approvals department be we see nothing superficially that would stand in the way of approval minus the non-cashable bonus amount of $105. The only issue we see within the account is a lack of documentation regarding proof of address and an approved method of payout. The requested method of withdrawal is bank wire transfer, we were unable to locate any information regarding the bank or account to which we should transfer. An internet bill was provided as proof of address but under the name of another individual, we require additional documentation in the form of a recent utility bill in the name of the registered player in order to proceed.

Please contact customer service via live chat Billben501968 and provide them with the necessary documentation, they should be able to answer any questions and assist in fulfilling the necessary requirements for withdrawal. Once we have the documents complete and approved within the player account we can assist in moving things forward.

Best wishes,

Lucky Legends

Still no one can tell me where all my documents went. To cash out you must fill out a withdrawal slip. I did for four different withdrawals. All had banking information. Swift number etc. Everyone is like your missing your banking information. Where did it go! My wife refuses!!! To let me send anymore information! She is terrified like me wondering where all the other information went. She is totally convinced this is a scam. So I can't move forward. They claim they don't have what they should have. We'll then as my wife said. Can't get mad over something that wasn't ever yours.

Dear Billben501968, please note that you must provide the casino with the required document in your name to proceed, as you are the registered player.

The required documents in my name? What in the world are you talking about?

Per the casino's statement:

The requested method of withdrawal is bank wire transfer, we were unable to locate any information regarding the bank or account to which we should transfer. An internet bill was provided as proof of address but under the name of another individual, we require additional documentation in the form of a recent utility bill in the name of the registered player in order to proceed.