HomeComplaintsLucky Legends Casino - Player’s withdrawal has been delayed.

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

Amount: $2,484

Lucky Legends Casino
Safety Index:Below average
Submitted: 12 Dec 2023 | Case closed : 05 Feb 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

9 months ago

The player from the United States had requested a withdrawal a month ago. Despite the request having been approved on 11/8, the payout had still not been received. After the player confirmed that the transaction was authorized and approved for withdrawal, we had transferred the complaint to another team member for further assistance. The casino had been invited to provide their side of the situation. The casino claimed that the withdrawal request was for $500 and additional funds had been re-deposited into the player's account due to lack of approved payout method. They also mentioned that two recent withdrawal requests for $250 and $300 were still within the timeframe per their terms and conditions. However, the player had failed to respond to our messages and questions, leading us to reject the complaint.

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11 months ago

Request was approved on 11/8 but I have not received my pay out

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11 months ago

Dear Gingermissing, 

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 made any successful withdrawals before? Could you please confirm that you have passed the KYC verification? 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 very much in advance for your reply. 

Best regards, 

Veronika

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11 months ago

Without. The transaction was authorized and approved for withdrawal.

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11 months ago

Thank you very much, Gingermissing, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.

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11 months ago

Hello, Gingermissing!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

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11 months ago

Thank you

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10 months ago

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

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10 months ago

We have decided to give the casino 7 more days, as we have information, that their representative is not fully available for responding during holidays. Gingermissing, thank you for your patience!

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10 months ago

Greetings all,


We have reviewed the situation and we will see what can be done to assist.


Best wishes,


Lucky Legends

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10 months ago

We have decided to extend the timer for 7 more days.

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9 months ago

Greetings all,


At the time we had reviewed the account there was only one withdrawal request for $500, the additional funds had been re-deposited into the player account due to lack of approved payout method. We reviewed the available information, had the account approved for Bitcoin withdrawal, then got the $500 approved and paid shortly thereafter. There was then a process of the player cancelling, playing, and requesting various withdrawals ending with two recent withdrawal requests for $250 and $300 respectively which are still within timeframe per the terms and conditions of the casino. We have sent the requests to our approvals department for priority review and will see what can be done to move this along on your behalf Gingermissing.


Supporting documentation has been forwarded to the casino.guru team for review.


Best wishes,


Lucky Legends

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9 months ago

Thank you, Lucky Legends!


Gingermissing, can you confirm that the disputed amount has decreased to $550?

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9 months ago

Dear Gingermissing,

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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9 months ago

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.

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