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...