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

Ive been attempting to withdraw my winnings. I’ve talked to 3 support agents who seem to be reading a script because they say the same thing. I’ve been told that someone will contact me and no one has. They all claim to escalate my situation and nothing has come of it. It’s supposed to take 7-10 business days to verify and send. It’s way past that and no one seems to be really making an effort to resolve this issue

Dear creationgodzent,

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?
• Were your winnings accumulated with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but three weeks 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

You are correct. It’s still pending. I’ve completed my identity verification as well as my deposit verification that is required. No one has advised anything. 3 times they’ve claimed to escalate the situation and nothing has been done. No progress has been made nor has anyone contacted like they said they would. This issue is only in regards to my account. Yes. It was a sign up bonus that led to my winnings but I’m completed everything they’ve required of me yet they’re not making any effort to fulfill their end

Thank you very much, creationgodzent, for providing all the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@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 creationgodzent,

My name is Romi, and I will be assisting you in solving this case. 

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.

Regards,

Romi

Thank you all for continuing to help me in my efforts to get this issue resolved. I once again reached out to chat support to find out that on the 25th of May, my withdrawal was approved yet I still haven’t received it. I asked has it been approved and not sent and the support person said yes which I do t understand why it was approved but not sent. And it been almost 10 days since it was approved

Greetings all,

We are pleased to report that payment in full went out today via Bitcoin and has been confirmed delivered in Blockchain Explorer.

Best wishes,

Lucky Legends

Hello all.

Thank you Lucky Legends Casino for this information.

Dear creationgodzent, could you please confirm that you have received the payment?

Nice day everyone.

Romi

Dear creationgodzent,

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.

My issue has been resolved and my funds have been awarded to me. Thank you for all of your help in resolving this matter

Dear creationgodzent,

thank you for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Best regards,

Romi