Lucky Legends Casino - Player’s withdrawal is continuously delayed.

U have been trying to withdrawal my winnings since August 30th 2023. They keep saying that they don't have my banking info and that's just not true. I have sent them everything they have asked 6 different times and I keep getting the same response. My account has been verified they took back my 100 bonus and my account has been verified. I've put in for this withdrawal 6 times

Dear shellbell66,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lucky Legends Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please specify what banking information the casino requested, and what information you submitted to the casino, please?
• Has the casino confirmed they received from you everything necessary to process the payment?
• If there is any relevant communication between you and the casino regarding the issue please forward it to my email at tomas@casino.guru

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,

Tomas

Hello Tomas let me start by saying thank u for taking on my complaint it's been very frustrating to say the least. So the only withdrawal awl option available to me is a wire transfer their form which I've filled out 6 times wants name of bank international routing number account number date I opened my account address of bank (but I bank online so I included the address of the branch closest to me. My bank by the way is Chase bank. They ask for a swift number but when I enter Chase bank it automatically pops up so that has to be right. Anyways when putting in for withdrawal this form pops up and if it isn't all filled out the option to withdrawal button doesn't light up and so u can't s nd in your withdrawl till everything is filled out. So if it was true that they don't have my banking info my question is is where did it go I filled up this warm six times and six different times they say they don't have the info but but if I hadn't filled out the form with my banking info then I wouldn't have been able to put in for this withdrawal and I can't get them to understand this. So then I've sent them emails to the finance department separate from my withdrawal form that I filled out with attachments of copies of my bank statements my phone bill because they wanted proof of address and my ID a picture of my ID me holding my ID and I sent this several times I'm sending you copie

Hello Tomas let me start by saying thank u for taking on my complaint it's been very frustrating to say the least. So the only withdrawal awl option available to me is a wire transfer their form which I've filled out 6 times wants name of bank international routing number account number date I opened my account address of bank (but I bank online so I included the address of the branch closest to me. My bank by the way is Chase bank. They ask for a swift number but when I enter Chase bank it automatically pops up so that has to be right. Anyways when putting in for withdrawal this form pops up and if it isn't all filled out the option to withdrawal button doesn't light up and so u can't s nd in your withdrawl till everything is filled out. So if it was true that they don't have my banking info my question is is where did it go I filled up this warm six times and six different times they say they don't have the info but but if I hadn't filled out the form with my banking info then I wouldn't have been able to put in for this withdrawal and I can't get them to understand this. So then I've sent them emails to the finance department separate from my withdrawal form that I filled out with attachments of copies of my bank statements my phone bill because they wanted proof of address and my ID a picture of my ID me holding my ID and I sent this several times Each time I was denied I was never contacted by the casino . I kept checking account online and my 600 would be in my account and my pending withdrawal denied that's how I would find out.

Thank you very much, shellbell66, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Dear shellbell66,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Lucky Legends Casino representative to join this conversation and participate in resolving this complaint.

Dear Lucky Legends Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Greetings all,

We had a look and the primary issue we see is a lack of a payout method in the account, we also see our Player Relations Manager reached out to you personally on September 14th to attempt to assist shellbell66. There was no reply. If you could please reply to that email with the necessary information we will be happy to see what we can do to help.

Best wishes,

Lucky Legends

There has been no email from anyone at lucky legends except for the auto reply I got when I sent my first complaint. I have sent the info for my wire transfer so many times to every single email they tell me on the chat. I have sent bank statements etc and I have proof. I don't know why they keep saying the. Don't have the info. Am I filling it out wrong? If so why don't they contact me to tell me what's wrong

Dear Lucky Legends Casino,

Could you have a look at the player's emails and check if something is wrong with the provided withdrawal information?

I am looking forward to your response.

Kind regards,

Stefan

Greetings all,

As mentioned previously, we have reviewed all correspondence from the registered email address within the casino account and were unable to locate any submission of the wire details. Only the bank statements. It is possible that the information was sent from a secondary email address however unless it is through the official channel there would be no way for us to locate it.

We have sent the necessaries once again to your email address shellbell66, please follow the instructions thoroughly and submit them to us by hitting reply to our email. Let us know when you have sent them, we will have them reviewed as quickly as possible on your behalf.

Best wishes,

Lucky Legends

Dear LuckyLegends Casino,

Thank your for your response and the information provided.

Dear shellbell66,

Please, follow the casino's instructions and let us know once you provide the casino with the withdrawal information.

I am looking forward to your response.

Kind regards,

Stefan

Hello Stefan,

Hope u are doing well. I just wanted to let u and Lucky Legends Casino know that I just now sent via email all the information that they asked for to the email address their request came from. I stop at Chase bank and made sure that I had all the right info so that it may go thru. One thing that I'm confused about is the banks address the casino asks for the address to the branch that use but the bank gave me a New York address but I went ahead and sent the branch address that I use. Hopefully this is the last time I have to send it. Thank u casino guru for all your help I truly appreciate your help in this matter. They asked for me to let them know that the info was sent so this is their notice I'm also going to go to the chat line in their website and let them know to be looking out for my email. Thanks again

Something weird is going on. I am unable to get lucky legends to load on mY phone or tablet and the email I sent them came back undelivered. Both say no such ip address. Is anyone else having trouble logging gging in to that casino

Dear shellbell66,

Thank you for your response and the information provided.

We are waiting for an official statement from a casino representative. So far, we don't know much, only that the whole group of casinos went offline. I will let you know when we know more.

Your patience is much appreciated.

Dear Lucky Legends Casino,

Could you check the provided documents by the player and let us know if everything is fine?

Thank you very much in advance for providing the information.

Kind regards,

Stefan

Greetings all,

We were having some server related issues over the weekend, if you could kindly send the information once again shellbell66 it would be much appreciated.

Best wishes,

Lucky Legends

Dear shellbell66,

Could you follow the casino's instructions?

Thank you very much in advance.

Kind regards,

Stefan

Yes I did send it again yesterday but just seen an email stating it wasn't sent do to no DNS server or something like that since again I am sending an email with info right now let's hope it goes thru

Hello again Stefan I just wanted to let u know that I sent another email late this afternoon after I messaged u and I got a automated message stating that they got my email and they assigned me a case number. Should I send this to u? Anyways this is farther than I've been able to get on my own so I'm hopeful this will be resolved soon.

Dear Lucky Legends Casino,

Did you manage to receive an email from the player?

I am looking forward to your response.

Kind regards,

Stefan

Greetings,

We located the submitted banking details and forwarded them to the payout department on your behalf shellbell66, they have replied and requested one month's bank statement for verification of the checking account and a recent utility bill as the address on your submitted banking details do not match with the registered physical address within the casino system. Could you please provide the above mentioned documents for us to the same email address as well as a request to change registered address to that which is current and represented within your checking account?

Thanks so much,

Lucky Legends

Dear shellbell66,

Could you follow the casino's instructions and let me know once you do that?

Thank you very much in advance.

Kind regards,

Stefan

I will get this done ASAP

Ok both have been sent along with a request for address change

Dear Lucky Legends Casino,

Could you state if everything is okay with the provided documents once you review them?

I am looking forward to your response.

Kind regards,

Stefan

Greetings all,

We are unable to locate any additional documentation submitted shellbell66, was the information sent from the registered email address within your casino account?

Best wishes,

Lucky Legends

Yes it was I sent it twice I don't understand how u get all the other emails except the ones with the info u meed

I sent it again for the 3rd time

Dear Lucky Legends Casino,

Did you manage to receive the documents?

I am looking forward to your response.

Kind regards,

Stefan

Greetings all,

Yes, we did receive the documents however the finance department has requested the bank statement be more recent (in the last month) and in PDF format if possible. We do apologize for the inconvenience shellbell66 however please understand we are merely relaying the provided information from the requisite department.

Thanks again for your cooperation,

Lucky Legends

Ok I just sent my last statement as a PDF file to documents@luckylegends.com and I hope this is the last thing I have to send. I don't understand why they need my bank statement again the one I sent was merely a month old. But now they have no excuses. Thank u for your help

Dear Lucky Legends Casino,

Could you give us a statement if everything is ok with the provided document?

Thank you very much in advance for providing the information.

Kind regards,

Stefan

Greetings all,

We have submitted the information provided to the documents department for review however it appears the provided bank statement is not an original PDF from the bank but a PDF created using screenshots. We will see what they say about it.

Best wishes,

Lucky Legends

Dear Lucky Legends Casino,

Please, keep us updated.

I am looking forward to your response.

Kind regards,

Stefan

I bank online and dont get bank statements sent to me. They can be seen in my mobile app and this is where i downloaded the statement then converted it to PDF form. I dont understand what the deal is with a bank statement. Why do they wait until I want to withdrawl my winnings before asking for this. Also over the weekend my money was put back into my account and so i had to start the withdrawl process all over again. Which means its going to prolong this even more. This is so frustrating.

Greetings shellbell66,

Precisely, the bank statement is downloaded as a PDF originally and this is the document they are looking for, we still haven't heard back regarding that however it is anticipated that the original PDF bank document is what will be required as mentioned.

Best wishes,

Lucky Legends

Dear shellbell66,

Thank you for your response and the information provided.

Could you try to contact the bank and ask for a bank statement in a .pdf format?

Kind regards,

Stefan

Hi Stefan,

As requested I managed to get my statement from bank in PDF form and have emailed it just now to documents@lucky legends. So hopefully this is all that's needed and I finally will get my money

Hello shellbell66,

Thank you for your response and the information provided.

Dear Lucky Legends Casino,

Have you received the bank statement? Could state if everything is OK?

Thank you very much in advance for providing the information.

Stefan I just received an email from lucky legends finance dept asking me for everything I've just sent them including all banking info. U know from what they have said that they have all that stuff why r they asking for it again. I emailed u a cop

Of the email

Greetings all,

We are pleased to report that all of the necessary documentation is now in place. We have escalated payment to our payouts department and the funds should be sent shortly to our 3rd party payment providers to be disbursed as a bank wire payment. Generally speaking, once we have sent the funds for disbursal we are looking at 3-10 business days on delivery from our payment providers.

Best wishes,

Lucky Legends

I must say I didn't think I'd see the day that this would happen thank you Stefan for all your help I don't think it would have happened without your mediation I just got a letter from email from the payment manager or something from Lucky Legends and he said that it was going out today so that it would be in my account within 10 business days counting starting today so in two in two weeks I'll let you know what happens .Again I'd like to say thank you Stefan and casino Guru for all your help

Hello shellbell66,

You are welcome!

Please, let me know once you receive the payment.

I am looking forward to your response.

Dear shellbell66,

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.

Hi Stefan, I still have not recieced payment but I did receive an email on December 11th stating that they had sent the money to bank and that it could take 10 business days for it to show up in my account. So I am just waiting. I will let u know as soon as anything changes

Hello shellbell66,

Thank you for your response and the information provided.

Let me know as soon as you receive the payment.

Thank you very much in advance for providing the information.

Dear Stefan I finally got my money or at least $544 dollars out of the $600 but hey I'm happy with that. Thanks again for all your help. Thanks Lucky Legends for finally sending me my money

Dear shellbell66,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Stefan, Casino.Guru