Lucky Legends Casino - The player's winnings were confiscated.

Hi. I recently received a letter from this casino that I can register and get $100 free chips, I signed up, went through all the conditions of this bonus, asked what I need to do to get the winnings, I was told that I need a minimum deposit of $10 and verification, I I will do everything as I was offered, I made a deposit, I put it on the withdrawal, I suddenly see that I received the deposit back, I go in, I see that they canceled, they say that my country does not accept the bonus, I say where it is written in the rules of the conditions, I don’t see anything, this information is simply missing .... and there in the chat before, another employee of theirs said that she was sorry that she had given me incorrect information that she first said that it was impossible, then she said that you can make a deposit and collect the winnings, I have a screen

The data specified in the file is missing nothing the file is empty and their sister casinos accept Armenia and the use of free chips is allowed I have doubts that I was deceived please return my winnings.

Hello lilatik77,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Lucky Legends Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you ever claim any bonuses in this casino in the past? When was the last time you spoke to the casino and what was it about?

We believe that once the casino allows you to take the bonus, they should also pay out the winnings from it. If a country is restricted for a specific bonus, they should prevent the player from accepting it.

Looking forward to your answer.

Regards,

Nick

Hello.Nick

Yes, my account was verified on the same day, I fully met all the conditions for receiving the bonus. I never asked for a bonus in this casino, I saw the casino for the first time when I received an offer to register for a bonus, I talked with them on the same day when they canceled the withdrawal of money, they said that they would report this situation to the manager and contacted me, but this was not happened.

Thank you lilatik77 for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you for your willingness to help me resolve this issue I really appreciate it I hope you can resolve this issue fairly!

Hello, lilatik77,

From now on, I will assist you with your complaint.

Before I invite the casino to this thread, I would like to ask you a few questions regarding the withdrawals.

Do I understand correctly that your withdrawal was canceled, but the other 2 withdrawal requests (together of the same amount) were requested and approved? What is the status of these withdrawals?

Hi. you misunderstood no withdrawal they canceled the withdrawal there was 1 withdrawal 96$ of these 26 deposits mine they returned back the rest confiscated.

This is not a casino but some kind of misunderstanding…

Thank you, lilatik77, for the additional information.

However, from the provided screenshot, it is still not clear enough. 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? What needs to be done to withdraw the entire balance?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings all,

I have reviewed the situation and though technically players from Armenia are not entitled to free welcome bonuses per the terms and conditions of the casino I'll see if anything can be done to assist.

Best wishes,

Nick and Lucky Legends

Hello, Nick and Lucky Legends,

Thank you for your reply.

Where can we find the information about the restriction for Armenia players, please? Are there any special Bonus Terms and Conditions where it is stated?

Are we talking about a coupon used by the player, or was the bonus added manually by a casino support representative to the player's account?

Can you please provide us with an update and the casino's final decision regarding this issue?

Greetings all,

Country based restrictions are listed in the terms and conditions. This was a bonus redeemed on the player end not deposited on the part of the casino.

I am seeing what can be done to assist nonetheless. Thanks for your patience and understanding.

Best wishes,

Nick and Lucky Legends

Greetings Branislav,

Thanks for the heads up on that, I'll have that looked into. Still working on this for you guys, thanks for you patience!

Nick and Lucky Legends

Greetings lilatik77,

I need you to go on to live chat and complete KYC for me, just tell them you need to confirm KYC and they will ask you for a couple points of information. Once you have that in place let me know and I should be able to get down to business here. 🙂

Best wishes,

Nick and Lucky Legends

Hello dear Nick

I did everything as you asked KYC checked in the chat.

Thank you both for the updates.

Dear lilatik77,

Is there any progress on your issue? Did the casino return your disputed funds? What is the current status of your account and the disputed funds?

Thank you for the update, lilatik77.

Is it the same payment method that you used for depositing? If not, did you check the payment method(s) used in the casino? Did anyone contact you in the meantime? Is there any progress?

At this point, I sincerely believe it should only be a matter of time before someone contacts you or the payment comes to you. I will keep this complaint open pending your confirmation of a successful withdrawal or an update.

Yes, this is the same deposit method that I made, but no one contacted me, I have contact only here, no one contacted me separately.If there is an update of course I will let you know and hopefully this complaint will be closed as resolved.

Alright, let's do it like this - since it seems to be well on its way, and we know that it takes some time for the casino and its payment provider to process a payment, now I will extend the timer for you by another 7 days, and we will provide Nick and the casino with some more time to proceed with the agreed.

So, please, let me know about any progress or updates regarding the issue, by next Friday at the latest. If nothing changes until then, I will ask Nick for an update.

Thank you for your patience and understanding.

some kind of bonus was added, I played it because there is a minimum withdrawal of $ 100, I think some kind of bonus if there was a return, they would be allowed to withdraw money

Greetings all,

So $26 has already been paid out of the $96 requested, I have had the $70 re-deposited into the account. It can now be withdrawn (via coindraw only as the minimum for other methods is $100) or played up to the $100 maximum cashout amount. All should go smoothly from here but if additional assistance is needed please let me know.

Best wishes,

Nick and Lucky Legends

Hi dear Nick.

But it turns out this is a return, I thought that you added this bonus and played for this money, could you add it again so that I can withdraw the money because I was not notified that this was a return I would be grateful for understanding the situation, it just turned out to be a misunderstanding with my sides 😢

Thank you both for the updates.

Dear lilatik77,

Can you please confirm your payment method was credited with $26?

I confirm they sent the $26 back, it was my verification deposit.

Greetings lilatik77,

Unfortunately if the money has been played there is no way to recover it, apologies however I did my best under the circumstances and I hope you understand.

Best wishes,

Nick and Lucky Legends

Or you could just report that they added it and this is a return, then I would know that I didn’t need to play, I would have withdrawn money, but I played with this money ... I thought it was some kind of bonus, even in the description it says promo deposit

Thank you both for the updates.

Dear lilatik77,

In the meantime, I discussed it internally with my team to be sure, and all agreed on the same. Nick could have reported it, but also you could have asked about it here or could have contacted the casino customer support. You knew that your account was not entitled to receive any bonuses, you have an open complaint with the casino, and waiting for the funds to be refunded to your account. Unfortunately, since the casino (after all) was able and willing to reconsider its decision and fulfilled its part of the deal, there is really nothing we can do more in these circumstances.

As your initial deposit was successfully paid, you had at least the option to use your winnings to play, and basically, your financial situation is the same as before you made a deposit to the casino.

Is such an explanation sufficient for you, please? Can I consider the complaint resolved?

Yes, thank you very much, we can consider that the complaint is resolved, in principle, this is my fault, so you can close the complaint.

Thank you, lilatik77, for confirmation and for using the Casino Guru complaint resolution centre, and I sincerely appreciate your understanding.

As the issue has been resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, 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.

Thank you, Nick and Lucky Legends Casino, for your help and cooperation.

Best regards,

Branislav, Casino.guru