Lucky Legends Casino - Player's withdrawal is delayed.

I have been waiting for my withdrawal since 7/2/24. I keep checking the status keeps telling me it’s in review. I have messaged and emailed multiple times and no response. I messaged customer service through game app and I keep getting auto reply responses which is from the AI customer service they use. So I emailed to the email provided listed in the terms of service thinking I would receive a person but but still auto reply.

Dear Kchee73,

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. 

• Could you please confirm that you have passed the KYC verification?
• What payment method did you use to withdraw your winnings? Was this a payment method you have previously used at this casino, or a new one?
• Is it possible that you have received more than one no deposit bonus in a row without making a deposit?
• 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 Dominika,

I have emailed you to the email you provided all the records of emails and chat messages to the so called AI customer service. Also withdrawals are only received through PayPal. Their instructions were to make sure our registered email is the same with PayPal account. I did receive 3 withdrawals prior. So with the question about my KYC verification, I am for sure verified since I cannot receive withdrawals without it. The amount I was playing with was not deposited, it was a jackpot I won with only a couple dollars I started with. I kept winning so I requested withdrawals and left a little to play with but I kept winning. They ccontrol allowed withdrawal amounts. I could not withdrawal jackpot amount until I played all the amount. I kept checking to see if I can withdrawal. So when they allowed it I requested withdrawals. I could only withdrawal what they allowed. I know there was no issue on my end .

This is how you see the amount you can withdrawal.

I really appreciate you trying to resolve this issue for me.

Thank you!

Bo

Hello Kchee73, do you have any updates regarding the withdrawals?

Unfortunately no updates

Hello Dominika,

I have an update finally but look at what they did. I received an email stating there was some inconsistencies with my acct so my requests were all declined. Yes there is inconsistencies because they changed my profile ID. I checked my acct and they changed it on there too. They did credit my acct 1331.80 which I can’t withdrawal any of it. I don’t know how they came up with that amount. Not really happy about it but better than nothing.

Hello Kchee73, could you share the link to the casino website?

Greetings all,

Upon review we see that the screen shots and the email address you are communicating with do not relate to Lucky Legends Casino Kchee73.

There is a copycat Lucky Legends available in the Apple store which has been causing some confusion as well as creating issues for the players involved. Any further information you can provide Kchee73 including a URL (web address) for this casino would be much appreciated.

Best wishes,

Lucky Legends

Hello Dominika and Lucky Legends,

The app is no longer available in the App Store. I searched but no longer there. But this is what I found online

https://lucky-legends-casino.updatestar.com/en

contact info and addresss below found in there terms of service

Dear Kchee73, after reviewing your complaint, we regret to inform you that we cannot proceed with it because our Complaints Resolution Center deals exclusively with issues related to online casinos. Unfortunately, we do not handle complaints related to apps or other platforms. For assistance with your issue, we recommend reaching out to the support team of the app directly or visiting their official website for more information.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.