Lucky Legends Casino - Player’s withdrawal is delayed.

Request to do withdrawal of $400.80 after I played through my required playthrough. I was told I needed to make at least a $10 deposit before I could actually make my withdrawal so I did that. I completed all the kyc documents in my account says it's approved. I just feel like this is taking longer than it should. I do understand the timeline withdrawal times for this website even though any other website I've ever played on I can get the money usually within the same day but here they make you wait 7 days to be approved and then another 7 to 10 days to have the withdrawal be actually sent to your wallet. I just feel like that's unacceptable and I really haven't had much communication between me and the lucky Legends casino. I just send them emails and then they send me an email back saying they received my email but they don't actually tell me anything or give me any updates. I feel like I should have already received my money by now. Whenever I go on their website to actually do a live chat I'm always number like 40 or 50 in the queue so it takes like literally a couple hours before they get to me you know what I mean and sometimes by then I have lost my patience and I've just quit trying to talk to them because it's so frustrating. Never had any casino ever take this long to pay me and I've never had any casino have 40 or 50 people in a queue waiting to talk to them they usually get to people quickly not like lucky Legends everything they do is slow. Extremely slow. Unnecessarily slow I feel like they do this so people just cancel their cash outs and then they just play with the money that they have won and then they just hope that they lose that money because they hope people don't have any patience. My method of deposit was Bitcoin that's my method of withdrawal it shouldn't take this long

Dear Viclboos,

Thank you for submitting your complaint. I'm sorry to hear about the issue you're facing.

To better assist you, could you please provide the following information:

• Was your account successfully verified already?
• Was this your first withdrawal attempt at this casino?
• Did you accumulate your winnings with or without an active bonus?
• If there's any relevant communication, please forward it to petronela.k@casino.guru. 

It's common for withdrawals to take some time to process, often ranging from a few days to a couple of weeks. Therefore, we recommend waiting at least 14 days after requesting a withdrawal before submitting a complaint. Assuming you've successfully completed the KYC verification and had your withdrawal approved, it's likely just a matter of time before you receive your funds.

We appreciate your cooperation and look forward to resolving this issue for you. Thank you in advance for your reply.

Best regards,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Yes my account is fully verified I did use a bonus code to get this winnings in a completed my playthrough requirement, they said that I needed to do a deposit before I requested my withdrawal which I did do. I actually spoke to them on their live chat around three days ago and they said that they were going to be escalating it and I should hear back within 24 to 48 hours and I haven't heard back from them since then period but every time I speak to them they just say they're going to escalate it to somebody and then I just never hear anything from them I don't get any emails or anything like that period everything's verified everything's ready to go like I haven't violated any terms or conditions they just need to send my money to me I've done everything I supposed to do. I'm just waiting for them to pay me

I just received an email from them about my withdrawal request and it is basically stating that they are concerned that there's more than one member of my household having an account on their website which apparently is something that they don't want on their website. But the thing is this is my son who they're talking about and he has been moved out of this house well over 6 months and he's been moved out way way before I ever created this account on here. I didn't even know about this website whatsoever and he had moved out a long time before I ever made my account on here. I have contacted him and I told him that he needed to go update his address on his Enclave login portal so it no longer show is us having the same address and I let them know that he was going to be updating his address and that he no longer lived here. I honestly feel like they are literally searching for any little thing that they can find so they don't have to pay me this money which is crazy to me it's like they're literally just being like super nitpicky about everything right now and I've never experienced anything like this whatsoever in my entire life about online gambling most casinos want people to have a positive experience and I don't think this casino really cares they just don't want to pay anybody. But yes he has updated his account with his correct address not my address here and hopefully they are not going to use that as some reason to terminate my withdrawal because that is going to be very upsetting to me. It's only $400 but that's a whole lot of money to me right now I need this money I don't have enough for my mortgage and I literally been waiting like biting my nails to see if I'm going to get this money so I can get my mortgage paid. As I stated I used a bonus code I was literally doing this to try to make some money to be able to make my mortgage payment because I'm a little bit behind right now and I was so excited that I actually was able to make $400 from a bonus code it was so exciting to me and now I just feel like they're just trying to find any reason to not actually pay me the money

Hi Viclboos,

If your winnings were accumulated from a free bonus, there will be a maximum cashout limit applicable for withdrawal. Please check the general bonus terms and conditions (here):

Rules

Unless otherwise stated, the maximum withdrawal amount from any No Deposit Bonus is 1 times the face value of the bonus, with a minimum of $50. All free chips valued below $50 will come with a cashout limit of no more than, nor less than, $50.

• Do I understand correctly that you didn't make any deposit when activating the bonus, and it was provided to you for free?
• Additionally, has your account been verified previously?

Thank you.

No that is not the bonus that I use they said that the maximum amount that I could win is up to $500 I will attach a screenshot on here for you so you understand

Yes everything has been verified everything is good to go they even verified my Bitcoin wallet address with me they said they escalated it but they just keep telling me another two days another 2 days another 2 days another 2 days you know what I mean like it's just crazy and then it's been since the 2nd they should have released These funds guys I wouldn't be on here trying to get this money if I didn't know what I was talking about and I wasn't owed it you know I'm going to get on there and chat thing right now and wait another 4 hours for the Q to get to me so I can talk to somebody and see what they say but they need to send these funds like it's been since the 2nd of April

Hi Viclboos,

Can you confirm if you have previously redeemed any free bonuses from this casino? It would be helpful if you could provide a screenshot of your bonus history to petronela.k@casino.guru. This information is important because if you have activated consecutive free bonuses without making any real money deposits in between, it could be a factor affecting the approval and processing of your withdrawal.

Dear Viclboos,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.