Lucky Legends Casino - Player's withdrawal is delayed due to unfinished verification.

I keep sending my Ks. D.L photos which I think are perfectly clear. They won't answer me back on a email address that they gave me to send the pictures too. The web site is documents@luckylegends.com. The 1800.00 has a couple of bonuses to take out of so I'm not sure how much I will get after deducting the bonuses. I'm sure it is several hundred dollars. I am attaching the pictures I sent them so you can see how clear they are. Thank you, Don

Dear dontipton83,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please specify which documents you have already provided and when exactly you sent the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

When was the last time you communicated with the casino customer support regarding your verification?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Veronika

I sent them photos of my D.L. front and back. I sent them the last time on 8-27-24. I first used Hooyu that they provided. I couldn't get it to work. It kept rejecting everything I sent them and I don't have a camera installed in my computer. They told me to send photos of my D.L front and back to documents@luckylegends.com. I have sent them several times but I get no response. The last time I got in info from them was on 8-24-24. They said I was case #154157754. The first time I sent these photos to their email address was on 8-22-24. They said I was case #154152408. Thanks, Don

I just talked to lucky legends and they said they approved my documente. I have requested a withdrawal. I will let you know if I have any trouble with my request. Thanks, Don

Thank you for letting me know. I'm glad that your account is now verified. Could you please specify what the current status of your withdrawal request is? You can post the screenshot of your withdrawal history here.

Dear dontipton83,

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.

They told me that my withdrawal request is pending and it has been only 7 business days today since my request. that's not true, they took forever to approve my I.D.. Tks., Don

Thank you very much, dontipton83, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.

Dear dontipton83, 

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.

Greetings all,

We had a look and it appears that documents are now complete and the first payment is queued for approval and disbursal via Bitcoin. We should see movement on that quite soon we'd imagine. The only current issue we see is related to a 2nd withdrawal request that has been requested as bank wire transfer, we would highly recommend concelling that request and changing it to Bitcoin if possible then contacting our service department and establishing Bitcoin as the primary method of withdrawal.

For the sake of clarity, the amount claimed within the complaint is $1800. We only see two requested withdrawals, one for $595 (BTC) and another for $825 (wire). This would total $1420 currently requested. We also see that there is a deposit bonus that has yet to be removed (300% on a deposit of $175) totalling $595 that is non-cashable. That would make the total amount for withdrawal in this case $825 after bonus removal. The account has no further withdrawable funds currently in the system.

Best wishes,

Nick and Lucky Legends

The 1800.00 is the amount with two bonuses still in it. The 825.00 and 595.00 are the amounts with the bonuses taken out. These are the amounts that they gave me. I didn't make them up. I will cancel the 825.00 amount and then request the 825.00 in bitcoin if you think that will be best. Thank you, Don

I just changed both withdraws to a coinbase account. they combined both together for a total of 1421.43. The request number is 1617217. The amount the amount already has the deposit amounts out of them. I had a total of 1800 and some change that was in my balance when I requested a withdraw the first time. Don

Dear dontipton83, 

thank you for the update. I will now await your confirmation regarding the receipt of the funds.

Dear Lucky Legends Casino,

thanks for the cooperation.

I received my funds. Thanks for your help. Don

Dear dontipton83,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Katarina

Casino.Guru