Lucky Legends Casino - Player’s withdrawal was denied due to multiple accounts claim.

I created an account. Played through all requirements under the no deposit bonus, won 3674.00. The did all verifications needed, deposited even 10$ bit coins to have my withdrawal completed, to find out a manager approval withdrawal of all the money I won. Then upon speaking with the casino, they said I had multiple accounts. I do not, and have never had one before with them. Then again upon conversation, they still claimed this buy could not prove to me who created the accounts except that my Info was used. Then I said isn't there ip verification so this doesn't happen? Not until I escalated the issue did the higher up rep use my own question, as a reason. Which ip addresses change frequently and I only said that to see if they would use it as an excuse to steal my winnings. The rep was able to close the fraudulent accounts, which should had been done immediately upon first contact, but said nothing the can do for me... all excuses just to steal the money.

Dear bperk9642,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lucky Legends Casino.

I checked the rules of the casino and I found this: https://www.luckylegends.com/terms-conditions

"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."

Do I understand correctly the winnings come from a welcome no-deposit bonus?

Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Could you please advise if you have passed the KYC verification?

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,

Tomas

I used a no deposit token, and won a little bit, and then had to Play a bunch more times the winnings to basically I guess get it back to 0, and continued playing and got it up that high. So only per example, say I won, 22.00 with the no deposit bonus. I played the say 785.00 to clear that 22.00 down to a withdrawal amount. And kept playing after that, and got it up that high. Not sure what the kyc verification is, but to withdrawal that I had to send in my ID, and bank statement, and a bill, and all sorts of things, then deposit my own 10 in bitcoin to verify myself there to withdrawal. And passed all that. And I said that to the representative about the ip addresses, the first didn't have any clue and dodged that, thr second one just used it without even explaining. Plus ip addresseses change many times. So no, nobody else at my house, could have done so. Someone fraudulently created accounts with my name and info, but the rep could only give me screen names which was no help.

Thanks for the clarification.

Thank you very much, bperk9642, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, bperk9642,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Lucky Legends Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Lucky Legends Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why have his winnings been confiscated? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Greetings all,

We had the opportunity to review the situation and unfortunately there isn't anything to be done to assist. The terms and conditions of the casino as well as the bonuses themselves state that only one casino account is allowed per player/household and only one free chip is allowed between cash deposits. In this case we have multiple casino accounts with multiple free chips and no deposit until the account confirmation deposit after the "win" in the most recent account. The chip itself comes with a $200 maximum cashout however we regret to say that none of these funds are eligible for withdrawal.

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

Best wishes,

Lucky Legends

Dear bperk9642,

After gathering all the necessary information and details, we are closing this complaint as unjustified due to breaching the casino's terms and conditions in several ways - multiple accounts use (at least 3 other linked accounts) and bonus abuse.

The provided evidence supports the casino representative's claims above. There is more than one casino account registered and used by one person, while no-deposit bonuses were already used on the accounts registered earlier, which means the casino's rules were seriously breached, and you were not allowed to use a no-deposit bonus on your disputed account. In addition, on the linked accounts, the no-deposit bonuses were previously used consecutively without making deposits between them, which means another rule was breached. As for one of your claims that the casino CS representative could have checked for it and closed other accounts - they are not obliged to check your activity and perform KYC earlier than upon a withdrawal or a withdrawal of a higher amount. It depends on a particular casino. Anyway, you were not allowed to create a new account.

We are talking about no-deposit bonuses, free money given by the casino, and online casinos can limit them by rules as they see fit unless it is not against our Fair Gambling Codex. Each player is obliged to read the terms and conditions, and you accepted them upon registration. It makes sense that casinos do not offer free money without limitations, and do not let their players only win and withdraw the winnings.

You are not entitled to the winnings obtained in this way. Your initial deposit was reimbursed, and you lost it. The casino acted correctly and in accordance with its terms and conditions (HERE), and we accept its decision.

I am sorry we were not able to help you with this one, but 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.

In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Lucky Legends Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru