Lucky Legends Casino - Player's withdrawal request is delayed.

hi, I requested a withdrawal of my winnings on March 27. $135.30 in bonus funds were removed that day, leaving a withdrawal request of $249. On April 11, my $249 deposit was listed as "approved" and I was informed it would take 7-10 business days for my deposit to be processed. After the ten business days, I spoke with casino support via live chat and was told that the issue was being escalated. i then followed up with an email to support on May 2. i haven't heard anything else and the request still does not show as processed, nor have i received any funds. Thank you so much

Dear matthewjw79,

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

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but one month is an unusually long time.

However, 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

Thanks so much!

1) Yes. As I understand their system, first the withdrawal has to be approved, then after 7-10 business days it should be processed, after which it can take another couple of business days for the payment to actually be sent. Mine is in the "approved" status, but has not been "processed."

2) Several of the chat agents have told me that there's no problem with withdrawing the winnings since the request has been approved. They have only told me the case will be escalated since it has gone over the 7-10 business day time period after approval.

3) I'm not quite sure I understand this question. How would I be able to tell this?

Thank you again

Thank you very much, matthewjw79, 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.  

Hi there, are you able to view the information in the posts above about my withdrawal status? I am a player with the username matthewjw79. I requested a withdrawal of my winnings on March 27. $135.30 in bonus funds were removed that day, leaving a withdrawal request of $249. On April 11, my $249 deposit was listed as "approved" and I was informed it would take 7-10 business days for my deposit to be processed. After the ten business days, I spoke with casino support via live chat and was told that the issue was being escalated. i then followed up with an email to support on May 2. i haven't heard anything else and the request still does not show as processed, nor have i received any funds. Thank you so much

Dear matthewjw79, 

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 have reviewed the situation and we will see what can be done to assist, if anything else is required we will inform everyone here otherwise just let us know when the funds arrive matthewjw79.

Best wishes,

Lucky Legends

Thank you Lucky Legends Casino for your reply.

Dear matthewjw79, 

have you received your funds as for now, please?

No, not yet. I'll be sure to post here if/when I do.

Dear matthewjw79,

Have you received your funds? Is there any new information regarding this case?

Dear matthewjw79,

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 matthewjw79 has stopped responding to our messages and questions. Without matthewjw79 cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.