Lucky Legends Casino - Player’s withdrawals have been delayed.

Requested withdrawals (using Wire Transfer method) 3 x $2,500 and 1 x $1,250 21st of May, still pending. All bonus amount are already deducted so the amount to pay is $ 8750,00 USD.

VIP host Javier Torres promised many times that they will pay etc.. etc.. had to even send him again all bank details, but so far it is not even approved. Escalated to management, bla bla bla...This takes simply too long.

I am a 'so called' VIP 5 customer... LOL.

Hope you can help me out here.

BTW, i have also APPROVED withdrawals using BTC method for Sunrise $10,000 USD, Raging Bull $3,500 and Silver Oak $1,260, nothing paid yet of those either! For Sunrise i opened a seperate case last week with yall.

Br/Adriaan

Dear TheDutchRock, 

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.

Have you made any successful withdrawals before?

Could you please specify when exactly you sent your bank details for additional verification?

Have you accumulated your winnings with or without an active bonus? 

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, 

Veronika

Hi Veronika,

Lucky Legends has not paid me before, i provided all bank details filling in a form at the same time I requested the withdrawals. Even resend that info to the VIP host 2 weeks ago.

These are all pure winnings, bonus amount already deducted.

br/A

Thank you very much, TheDutchRock, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.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 TheDutchRock,

My name is Mirka, 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 clarification regarding this case?

Thank you in advance,

Mirka

Greetings all,

We have reviewed the situation and it appears that the necessary information for bank wire transfer has been requested as there is no history of Bitcoin deposit within the casino making these withdrawals available via bank wire transfer exclusively. Although the above mentioned casinos are associated by service network and some internal systems they are separate entities with individual ownership and management, different internal mechanisms, departments, and policies. We will inquire if it possible to use Bitcoin an exception however the notes within the player account are quite specific requesting the most recent bank statement and banking details to establish wire as the payout method for the account.

Best wishes,

Lucky Legends

Hi LL casino,

Just a quick note from me, I am perfectly fine with Wire Transfer instead of BTC.

You have all my bank details, actually one of your casino's also did a transfer to the same bank account about 1.5 years ago, so it works.

IF you need more info, please reach out to me directly via email.

We got to be honest here, i asked the withdrawals in sets of 2,500 already mid May! That is 72 days ago.

Not sure why i don't hear anything till now on this and why it has to take this long, which is not following your advertised amount of business days handling any kind of withdrawals.

Looking forward to hear from you soon!

A

Dear TheDutchRock,

Have you been able to get in touch with the casino regarding a different possible withdrawal method?

Hi Mirka,

No, i asked them to contact me via email if they need additional info.

they have all my bank info (it has been used in the past by Silver Oak, so it works).

No email, nothing, It's just been silent 🙁....

Br/A

Dear TheDutchRock,

If the casino still hasn't reached out to you, I suggest you send the needed information to them by e-mail, since as they mentioned, this information isn't shared between the casinos in the network.

Hello,

I have given them (thru withdrawal form, VIP host and email directly) my bank info several times, they have it.

Can Lucky Legends please confirm this here?

Thanks,

A

Hello LL casino!

Those 4 withdrawal requests from end of May! are still pending?

Can i please get some explanation why it is not moving at all?

It's now over 90 days!!

Appreciate any insight why they not even getting approved?!

Br/A

Dear Lucky Legends Casino,

Can you please confirm, if you have received player's banking details?

Thank you.

Greetings,

Due to your Dutch nationality TheDutchRock, it appears that proof of naturalization as a US citizen or other proof of legal residence within the USA was necessary. As of the 25th of August we now have this information on file and can proceed. We have requested Bitcoin be used as an exception and have requested the review for approval of your requested withdrawals be done as soon as possible as to move forward here. Hopefully we see some movement shortly.

We would suggest visiting customer service and updating your Bitcoin address as the one currently on file is older than preferable.

Best wishes,

Lucky Legends

Hello,

And thanks for your response.

Just got an email from Sam Adams today requesting, bank info, utility bill info and bank statements.

I provided all of that, but he was not mentioning using BTC pay out method?!

So you confuse me a bit...

I am fine with providing my BTC address as well as long as we are getting this now finally processed.

So now i canceled one withdrawal request of $2,500 USD and renewed that with a new request using Bitcoin pay out instead (I obviously entered there my Bitcoin address), so now you can do both or do you advise me to change them all into BTC?

Please advise!

Thanks,

A

Dear TheDutchRock,

Have you been able to make progress in your withdrawal process?

No, I submitted more docs, casino confirmed it’s all good now, per above messages, but not 1 payment received yet.

br A

Dear TheDutchRock,

Has there been any update in your withdrawal process?

Hello,

I received 1 payment now via BTC.

Still 3 requests to be paid out (2,500 + 2,500 + 1,250), so i am waiting patiently for those.

Would be nice if casino can give some insight when those will be paid out.

Br/A

Hello,

Quick update, still only received one payment via BTC!

Still waiting for the other 3, (2,500 + 2,500 + 1,250) to be paid.

Can the casino at least respond when this is planned to be processed now?

Thanks,

A

Hello TheDutchRock,

We would like to update you that due to Mirka, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Mirka has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Mirka will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear TheDutchRock,

Could you please confirm, if you have received following withdrawals?

Hello,

As per my understanding, i am still waiting for 1x$2,500 and 1x$1,250 payments.

would be great if the casino can let me know when this is scheduled to be paid.

Br/A

Dear Lucky Legends Casino,

Could you please specify, when the player can receive the following withdrawals?

Thank you.

Greetings all,

We can see that $2500 was paid out today via Bitcoin and has been confirmed delivered in Blockchain Explorer. The additional paytment should go out in the timeframes listed in the terms and conditions of the casino.

Best wishes,

Lucky Legends

Got it today thx! Hope to see last old request one of 1,250 comes soon. So we can close this. Appreciate the support!

Dear TheDutchRock,

Thank you for your update. Please notify me, when you receive the last withdrawal.

Thank you.

Hello!

Thanks all for the help here, i just got the last longstanding WD request paid.

You can close the case now.

Thanks again!

A

Dear TheDutchRock,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Mirka

Casino.Guru