Lucky Legends Casino - Player's withdrawal is delayed.

I started playing this casino because i was given a free play code. after you use codes you cant plsy more unless you deposit. i deposited 30 dollars. o built that up to 190.00 withdrawlable wins. i submitted all the requested information. i opened a bitcoin account as requested and nothing was happening! i contacted them via chat several times and each person gave a different answer as to why there was a delay. i had to resubmit things and now they claim to need my banking statements. This is getting ridiculous! They had no issues taking my money for me to play, yet they seem to not want to give money owed for winning. I also emailed the casino and now get no responses from anyone.

they have all the information already!

Dear ShonnaLColeman,

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.

• Do I understand correctly that your entire winnings were accumulated from a free bonus?
• Have you activated any free bonuses in this casino previously?
• Was your account fully verified?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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,

Petronela

my account was verified, yes. And i had made a 30 dollar deposit in addition to free play spins. i hadnt played that casino often, it was a newer one for me

• Am I correct in understanding that your entire winnings were generated from a complimentary bonus?
• Have you previously utilized any free bonuses at this casino?

Thank you.

Dear ShonnaLColeman,

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.

i had used the welcome bonus free play, i also used any " no deposit no requirement" bonus codes sent. you cannot use any that require deposits without making one first. In addition to this i made a deposit .of $30. One of the many different answers i recieved from the many different agent i spoke with on chat was supposedly my deposit did not nake it to them, which is laughable in itself as they wont give you your credits until your deposit has cleared.

If I understand correctly, you applied multiple consecutive free bonuses and only made a real money deposit when requesting a withdrawal of your winnings. In such a scenario, it clarifies why your winnings were completely voided. Kindly review the general bonus terms and conditions (here):

No Deposit Bonuses (Free Chips, Free Spins)

Players cannot redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to withdrawal the second No Deposit Bonus.

Please note that it is not uncommon to impose restrictions on the consecutive redemption of free bonuses in this manner. Let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

no i hadnt won the money prior to making the deposit

i jad made the deposit prior to einning anything

I see. Is the casino claiming that the deposit that you made didn't reach your casino account? Is that correct?

no they do t even g8ve you the credits until the depisit clears first off and secondly this is a second story as to the reason tbeyre not paying me.

the alternate story was if you recall that i had used to many free plays

seriously how many versions are they going to come up with?

• Could you please advise if both of these bonuses were free promotional offers?
• Have you made any real money deposits in between them?

Dear ShonnaLColeman,

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.

yes, it was a welcome bonus and a no deposit required existing user credit they had srnt me in my emails

I apologize, but I'm confused.

• Were both of those bonuses complimentary?
• Did you make any actual money deposits between them?

Thank you.

On october fifteenth I made a deposit of thirty dollars. On October 25th I was given the welcome code for free play. That offered a fifty dollar credit to the casino. I didn't play for a while At this particular casino and then the following month I believe on the thirteenth Of November, I was sent a code to get a fifty dollars credit again, I redeemed that code. I won the 190$ using what was left on my account and the second free code.

The second code was emailed as a no deposit required bonus for existing players. It said nothing about having redeemed a code prior in the email. and any that had that requirement. Don't go through anyway. They just flash you a message saying that you need to make a deposit prior to accepting the code.

I think it's fair to say. If somebody sends you an email with a promotional code, it is their intent that you should be able to use it. And that it should not adversely affect your ability to withdraw if you used it.

Furthermore, this was just their most recent. Excuse as to why they are not paying me. Previously, they said that it was no problem. It would be paid out in a couple days. Then it went to being said that they were looking further into my account. Because I needed to fix something about my getting approved for withdrawals. I made sure to fill in all the information and to supply them with any documents needed. . and I kept being told it would be any time. It was in the accounting and would be paid out.

After several days of not hearing anything back I contacted them again and then was told. Supposedly my deposit had not made it to them which is nonsense. They will not issue credits to their site until they have the deposit at thier end.

The use of the promotional code is ridiculous because they again did. Send it to me to use number one and and number 2. It's just their latest excuse to not make a payout.

I sincerely apologize, but if you have redeemed consecutive free bonuses, regrettably, you may not be eligible for your winnings. While it would be ideal to send promotional offers only to players entitled to redeem them, it is a standard practice that the casino system sends promotional offers of free bonuses to all players. Subsequently, it becomes the players' responsibility to verify if consecutive free bonuses are allowed in the specific casino before playing.

ok i deposited on oct 15th

i used a welcome free play bonus oct 25

i won and requested withdrawl on oct 29th

i again used free play nov 13.....AFTER i won and requested a withdrawl

TimeLine:

deposit on oct 15

free play bonus used on the 25th

won and withdrawl requested on oct.29

2nd free play used on nov.13--- TWO WEEKS AFTER REQUEST FOR WITHDRAWL

Dec.26th....still no withdrawl given

there was no cobsecutive bonus used between the win and uses

Thank you very much, ShonnaLColeman, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@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.  

In the meantime, I reviewed the general bonus regulations and revised the disputed amount from $190 to $100 in accordance with them (here):

No Deposit Bonuses (Free Chips, Free Spins)

Unless otherwise stated, the maximum withdrawal amount from any No Deposit Bonus is 1 time the face value of the bonus, with a minimum of $100. All free chips valued below $50 will come with a cash-out limit of no more than, nor less than, $100.

Hello ShonnaLColeman,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

ty and hello matej.

please put it back to $190 as that was what i was withdrawling prior to them changing thier minds and story repeatedly

Greetings all,

We attempted to review the account in question but there is no user under the provided credentials, could you please have a look and confirm the registered email address or username within the casino ShonnaLColeman?

Best wishes,

Lucky Legends

Dear ShonnaLColeman,

Could you please re-upload the picture? I am unable to open the image.

Thanks.

Thanks.

thank you for your help

Greetings all,

Thanks so much for providing the necessary information to locate your account in the casino ShonnaLColeman. We have reviewed the situation and the issue lies in the fact that our 3rd party payment providers were unable to collect any of your deposits, this means that since there were no actual collected cash deposits into the casino any free bonus amount after your welcome chip would be multiple consecutive free chips, contrary to the terms and conditions of the casino. If you can provide us with bank statements proving that the deposits cleared your bank ($30 on 10/05/23 and $30 on 10/15/23) we can perhaps get the decision overruled regarding denial of your $100 max cashout free chip, however if the transactions were never collected as our records show there will be little we can do to assist.

Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Lucky Legends

And how would you at any point be unable to recieve payment? First off, you don't even give credit to the site until after the deposit has cleared!! Secondly, that is like the third or fourth story now as to why you're unable to process the winning amount! And lastly, I'm beginning to think you were just scammers!! How many stories do you need to come up with?And what do you mean "perhaps"? How would you feel if I "perhaps" went to the almost twenty six million people who follow my various accounts on social media and laid it all out there for them to review, all your story changes and others nonsense.

Im finding it pretty ironic that your own people kept changing the story, coming up with excuse after excuse as to why they couldn't process that win! I own a marketing company that deals in social media marketing and do often have thousands of transactions and a short of time.

The only reason I continue to pursue this is because I feel that scandalous companies should be exposed. Casinos with unfair practices filled with misinformation and lies have no business staying in business.

There's obviously a reason you have a poor rating across-the-board with every review company I've looked at so far. I have not found one positive overall rating for you anywhere. That alone should concern you. Your online public persona needs to be top notch when dealing with customer service, which your company does.

A casino is no different than any other service based company and poor service leads to poor reviews and poor outcomes overall. You may collect a little bit of extra money up front with being thieves, but in the end you lose much more. You not only lose revenue you lose reputation and validity amongst the online community. Since you are not a brick and mortar company but online, really you have no opportunity to change that perception in person with exceptional customer service. You not only do a disservice to your clients, but you also do a disservice to yourself by not having trained professionals who are not giving out stories left and right and changing them as they go.

There literally is no reason that I need to give you out my personal banking information nor my business banking information. I already went to all the steps to have my account verified through your company within the parameters of your requirements.

As with all casinos, you do not issue credit, U

until after the payment has cleared. You did follow up with a message informing me that the credit had been added to my account because the payment had cleared. It seems to me that this is just one more attempt to draw out and avoid any repercussions, such as actually making the payment to my account for the winning amount.

Well, I do understand that ultimately, your business is making money but you should understand as well that doing so with unfair practices and by telling us lies/ changing your story is not the way to make money in the long run.

Casinos such as yours are the reason they have such stringent rules in place and casinos like yours will be the reason they crack down even further, making it more difficult to operate a casino and less appealing to frequent one for your customers.

I acknowledge you will always have people with gambling problems has customers. But they lose their many often. And your bread-and-butter should be centered around your casual user who will come back and frequent your site. The person who will give you recommendations on their social media and in person because they trust you and feel you operate a fair gaming experience.

Practices such as you are exhibiting now only cause people speak in poorly of you and your company and take away your revenue from the repeat customer's. And finally, what that leads to is the most devastating below to any company. And that would be a poor reputation and loss of that free advertising. You get from word of mouth. Everybody in the world would rather go and frequent. Some place that friends or family recommend over something they see on a commercial. Nothing beats a positive reputation and word of mouth advertising. You can't buy that kind of promotion.

Dear ShonnaLColeman,

I understand your frustration, but by providing your bank statement, you can easily prove that you were right all along and the casino made a mistake. Wouldn't that be worth the effort?

I have noticed instances where players did chargebacks, or money bounced back to the account due to errors with payment providers. Until you show the bank statement, doubts will persist. Therefore, please share your bank statement with us, and I believe that with the statement, we will be able to assist you.

Dear ShonnaLColeman,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.