Lucky Legends Casino - Player's withdrawal has been delayed.

I started the withdrawal on July 22 2024, I waited 7 days then I started contacting their support to check the status. I was told to provide documentation.. I provided (bank statement, Pics of Debit card, and License) all were approved and verified.

Waited till the 10th day, and they tell me that I cannot withdrawal using that method since I didn't fund the account with BTC. Ok, well Then I decide to do a withdrawal by integration check, and it allows me to.. I decide to talk to support via live chat to ask if there is anything I need to do for the Internation Check.. they tell oh that withdrawal method has been removed and that my only choice is Wire. Well my bank does not have a Swift Code just a routing number so I am not able to use it that way.

This is frustrating. Can anyone help?

Dear sherdog,

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. 

• Have you previously made any successful withdrawals? If so, which payment method did you use?
• Did you accumulate your winnings with or without an active bonus?
• Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Hello,

Thank you for any help this may bring.

As far as previous withdrawals, no this is my first attempt at a withdrawal, I made 2 debit card deposits since i started using LuckyLegends

I did accumulate my winnings using a 300% deposit bonus which ended up being $90, which was removed from my withdrawal amount at the time of the withdrawal.

I don't have any transcripts or anything of my communication with LuckyLegends saved but I will start saving those communications from now on. Is there any way to grab old chat logs? I couldn't find anyway to do so.

Has anyone had any luck making deposits via Bitcoin just to be able to withdrawal using Bitcoin? I was told I couldn't do that, which I was confused on why.

So, I talked with support again and they are still saying my only option is for a Wire Transfer, so I found a bank that does and signed up for a savings account, I spoke with LuckyLegends support and they say it's a supported bank.

I have created a new Withdrawal request using Wire Transfer, I will let you know if that works out.

Dear sherdog, thank you for the information provided. Please keep us informed of any updates.

Hello, I have a few updates

Since my bank does not accept international transfers I was told I could open an account with a bank that does accept international wire transfers. I opened an account with US Bank, and created a new withdrawal request on 8/11/24

I've contacted them daily on the status, In addition to creating a new Wire Transfer request, I was then told to email the same information I provided in the request to payments@luckylegends.com which I did.

Today, they are asking for a bank statement with substantial activities/movements and a positive balance.. well it's a saving account that I just opened and does not have substantial activities. So at this point, it doesn't appear I will ever receive my winnings

What should I do?

Why is it so hard to get a withdrawal, the shit they have me going through, I know is to deter me from withdrawing... I mean why would I ever give them any more money... it's complete shit.

Thank you very much, sherdog, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Was able to give them a bank statement. this was there response:

Ele Finance Manager

7:28 AM (3 hours ago)

to me

Good day Mike,

Thank you for your e-mail. As we said in our previous e-mail, we can only accept active bank accounts which are regularly used, on the provided bank statement there are no enough incoming / outgoing transactions so unfortunately we cannot accept it at the moment. Please send it again later, once you have there enough activity.

Kind regards,

--

Fidan

Finance Agent

It's a savings account, that was opened just for the purpose of accepting a wire transfer.

Hello, sherdog,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Lucky Legends Casino team,

Could you please look into the player's issue and provide us with a solution? How can he withdraw his winnings?

If his original bank does not accept international wires and he had to open a new account, where is the problem? What needs to be provided so the casino can process the wire? Would it help if he provided the casino with a confirmation of the bank account opening? Why would he need any transactions or history on this account if he opened it only because of a wire from Lucky Legends and its limited payment methods? Can you somehow help us resolve it?

Greetings all,

For the protection of our players we use 3rd party payment providers who separate by a degree the casino from the players themselves in all banking transactions to and from the casino. It is less than ideal certainly, the process is cumbersome for both our players and ourselves. It is however a necessary element when making bank and credit card transactions, especially with US based players. These 3rd party payment providers have their own set of rules as to who, how, and where funds can be transferred and we need to comply with this in order to make the transfer.

We do apologize for the inconvenience sherdog, you will however need to fulfil the necessary requirements for bank wire transfer in order to receive your withdrawal. Please follow the instructions as laid out by our service department and keep in touch with them until the method of payout is approved. Once there is a valid method of payout on file we should be able to assist in expediting your withdrawal. The only positive element to this is once your payout method is established subsequent payouts become significantly easier. For obvious reasons we highly recommend using crypto for deposit and withdrawal as the requirements are much simpler and the transfer time close to nothing once approved and paid.

Best wishes,

Lucky Legends

Thank you for your response, Lucky Legends.

Considering the circumstances, is the user allowed to withdraw via Bitcoin? If yes, can you provide us with more instructions for a withdrawal via BTC?

If the only way to withdraw is a wire, is the casino able to accept a different (3rd party) bank account for a withdrawal as an exception - any bank account of someone around the user having a bank account with transaction history and the ability to accept/receive international wires?

The user obviously does not have any other account and the one which was used for deposits cannot be used for INT wire.

If the casino accepts such an exception or a BTC withdrawal, how can a 3rd party provider influence the process?

Greetings Branislav,

Unfortunately the player account needs to be recently crypto active to qualify for Bitcoin withdrawal. The account in question has no history of Bitcoin deposit, only credit card (2x $30). sherdog will need to fulfill the requirements of our 3rd party in order to withdraw via bank wire as it is the only option currently available.

Best wishes,

Lucky Legends

Thank you for the additional information, Lucky Legends team.

Can you please clearly state all the requirements and conditions that should be fulfilled by the user's bank account to be able to withdraw to it?

Unfortunately, claims like "active bank accounts which are regularly used" or "not enough incoming/outgoing transactions" are really not enough...

Greetings Branislav,

The player has provided a bank account which meets the 3rd party criteria in terms of account type and the bank itself is approved and capable of receiving international wire transfers directly without an intermediary bank, currently we are only waiting for a full months bank statement showing that there has been account activity and there is no negative balance. Once this requirement is complete by submitting a full months bank statement in the form of PDF we should be able to establish bank wire transfer as the method of payment and move forward here.

Best wishes,

Lucky Legends

Dear Lucky Legends team,

Yes, sherdog basically took care of it himself. However, it seems like the casino or its 3rd party payment provider keeps trying to make it more difficult for him to withdraw his winnings. What did the casino do or what does the casino plan to do to expedite/simplify the process for the player?

Again, we do not have enough information about the account activity - what activity is sufficient for the casino or its 3rd party payment provider so a withdrawal can be processed finally? If the user opened a new bank account only for this purpose, how can anyone force him to use it?

I have just submitted my last month's bank statement which had 2 deposits and a withdrawal - I will let you know if they proceed with the withdrawal.

And no, I was denied once again.

Ele Finance Manager

8:32 AM (1 minute ago)

to me

Good day,

Thank you for your email.

Unfortunately we are unable to update your wire details due to the low activity of incoming and outgoing transactions in your bank account. Given the nature of our business, banks may become suspicious if they only receive international wires from an overseas company. This could potentially put your credit at risk. We recommend using your account for deposits in our casino or for regular purchases with your card to create a variety of transactions. This should help prevent any suspicion from the banks regarding your incoming funds on any future transfers.

Please send us the latest bank statement once account is in regular use and we will be happy to review and update the details if it meets the requirements.

Regards,

Total scam..

Dear sherdog,

Could you please contact your bank, explain the situation to them in detail, and ask them for confirmation of their ability to accept such a wire to your new account? Can you also share their response with us after you receive it?

Hello Branislav

I have given up and will no longer be pursuing getting my winnings from LuckyLegend.

I am going to use your website and just play on the casino's that aren't run by a scam company. I appreciate your help in trying to resolve this issue.

Dear sherdog,

I am sorry for the delay.

I understand your frustration. Anyway, I still believe we could somehow bring it to a successful end and solution. However, of course, I cannot force or convince you to proceed further.

At this point - are you really sure you want to give it up, so I should close the case?

Please note that under normal circumstances, we close/reject cases where players ask for closure themselves or do not cooperate. But, this one will be definitely further discussed with the team regarding the correct closure if the casino does not change its approach in the meantime.

Looking forward to hearing from you.

Thanks, Branislav

Yeah I have removed the withdrawal request, spent those funds and have moved on, but yes please let everyone know that people should avoid lucklylegends casino.

I started using Chumba, and literally I won, and within 1 week I had my account verified, and connected my bank and received my winnings without any bs.

Thanks again!

Mike S*******n

Alright, sherdog. Thank you for the update.

As I mentioned, I would not like to close such a case now because I personally do not agree with a classic closure as 'rejected', even after you lost your disputed funds by playing.

I am extending the timer for myself until Tuesday next week when our internal meeting will take place. Once the team agrees about the complaint closure and the classification, I will reply in the thread, and close the case accordingly.

Thank you for your patience and understanding. I will be back on next Tuesday.

Greetings all,

Dear sherdog,

I am back with news as I promised.

As was indicated in my previous post, under normal circumstances, we could consider it unjustified and reject it since you lost your disputed funds by playing at the casino. However, the matter was discussed internally with the team and our management, and we came to a unanimous decision and conclusion.

We cannot accept the casino's approach in the matter, and we consider its management and procedure insufficient and incorrect/unmanaged, for obvious reasons, while we understand your frustration and dissatisfaction after all. Therefore, even after the loss of the disputed funds, we decided to classify the case as 'unresolved' anyway and decrease the casino's rating/'safety index' accordingly (fewer black points than usual considering the whole situation).

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Best regards,

Branislav, Casino.Guru