Lucky Legends Casino - Player’s withdrawal is delayed.

They received my redemption request over a month ago.

Dear EileenSteen,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Lucky Legends Casino. I’m afraid, I will need more information regarding your problem. Please could you elaborate? I will be waiting for your reply patiently.

Best regards,

Nick

Dear EileenSteen,

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.

Please see emails:

Redemption Request

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Lucky Legends Casino Team <no-replay@mail.asselin.life>

Tue, May 14, 12:18 AM

to me

Redemption Request

Submitted!

Hello KV38105

Congratulations!!We have received your redemption request. We hope you are enjoying Lucky Legends Casino and would really appreciate if you could give us a good hearty reivew.

Let's win

We will try our best to send out the redemption as soon as possible. We will send an email when the redemption has been sent out.

Have fun,

Lucky Legends Casino Team

If you need any addtional help please contact us:

LegendsCasino68@outlook.com

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Eileen Steenburg

Wed, May 22, 12:52 PM

---------- Forwarded message --------- From: Lucky Legends Casino Team <no-replay@mail.asselin.life> Date: Tue, May 14, 2024 at 12:18 AM Subject: Redemption Req

Eileen S*****

Thu, Jun 6, 3:47 PM

When will this redemption be paid out?

Eileen St****

Fri, Jun 14, 4:23 PM (10 days ago)

Can you please answer my redemption question?

Lucky Legends Casino via mail.aihelp.net 

Fri, Jun 14, 4:24 PM (10 days ago)

to me

【Auto reply】Hello, player. Currently, we are on weekends(there might be some TIME DIFFERENCES between us). We have received your messages. Our agents will look into the issue as soon as they get back to work. Please tell us as many details as possible and tell us when the problem occurred if that is important.

Eileen S***** <este****g@gmail.com>

Fri, Jun 14, 4:28 PM (10 days ago)

to LegendsCasino68

I am still waiting for your response.  My redemption request was on May 14th. When will I get it?

Thanks,

Eileen

Dear EileenSteen,

Can you please clarify what do you mean by redemption?

I want to redeem what I won. They are supposed to send my winnings to my paypal.

Dear EileenSteen,

Do you mean withdrawal? Is your account verified? Did you accumulate your winnings with bonus?

Yes I mean withdrawal and yes I am verified and did not accumulate with a bonus if I am understanding this as you are asking. Did you read the copy of my email conversations with them that are above????? They said they will send it and it has been about 6 weeks now since they said that. Did you contact them?

Thank you EileenSteen for all the information provided so far. I will now forward your complaint to my colleague Katka (katarina.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear EileenSteen, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Lucky Legends Casino representative to join this conversation. 

Dear Lucky Legends Casino, could you please provide more information about this case? 

Looking forward to your reply.

Thank you,

Eileen

Greetings all,

The supplied email address is not attached to a player account within the casino system, could you please provide a valid username or registered email address so we can review the situation EileenSteen?

LegendsCasino68@outlook.com is not a valid means of communication with the casino, frankly it looks like a phishing attempt by a 3rd party. Please do not send any personal details to this email address, we are not sure where it came from but it's definitely not us. Please contact the casino directly via live chat and they will provide the proper contact information.

Best wishes,

Lucky Legends

Hey Eileen,

Unfortunately we are unable to locate a player account under that email address, could you please provide us with your player login? We really do want to help.

Best wishes,

Lucky Legends

Dear Lucky Legends Casino,

thanks for your message.

Dear EileenSteen, 

will you be able to provide other means of recognizing you in the casino system, please? (player ID, phone number) Please send it here (I will keep your private information hidden from the public) or to my email address katarina.d@casino.guru.

Looking forward to your reply.

Dear EileenSteen, 

thanks for your message.

Dear Lucky Legends Casino,

were you able to find EileenSteen in your system, please?

Greetings all,

We have tried literally everything to locate you in the system EileenSteen, including manually locating you by your physical name. There are 96 players with the name Eileen in the casino system but none (in fact no one) with your last name. Given the communications you have had and the contact email you were provided we are lead to believe that you are the victim of a phishing scam of some variety and indeed have never visited our casino in any official sense. Could you please provide the URL (web address) for the casino you visit?

Best wishes,

Lucky Legends

Dear Lucky Legends Casino,

thank you very much for your reply. What a disturbing and unexpected outcome!

Dear EileenSteen, 

I am very sorry for the situation you found yourself in. Will you be able to share the website you visited, please?

Thank you for your time. They can just keep it.

Dear EileenSteen, 

once again I am very sorry for what happened to you. To protect other innocent players, it would be the best to report them as soon as possible. Will you be able to share the website you visited in order to do so, please?

Dear EileenSteen,

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.

Dear all,

Unfortunately, we’re forced to reject this case because EileenSteen has stopped responding to our messages and questions. Without EileenSteen cooperation, we’re not able to proceed with the investigation.

The player can reopen this complaint anytime.