HomeComplaintsLucky Legends Casino - Withdrawal of player's winnings has been delayed.

Lucky Legends Casino - Withdrawal of player's winnings has been delayed.

Amount: $1,000

Lucky Legends Casino
Safety Index:Below average
Submitted: 08 Jul 2023 | Case closed : 05 Sep 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Germany submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. The complaint was rejected because the player didn't respond to our messages and questions.

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1 year ago
Translation

I redeemed a bonus coupon and converted it to a withdrawable real money balance. First the payout was approved and then canceled because it said I used too many coupons!!!!!!!!!!!!!!!!

Automatic translation:
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1 year ago

Dear Bologe,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

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1 year ago
Translation

Ok thanks in advance!

Automatic translation:
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1 year ago

Dear Bologe,

Have you received your withdrawal from the casino yet?

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1 year ago

Dear Bologe,

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.

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1 year ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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1 year ago

We’ve reopened this complaint at the request of Bologe. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.


Could you please provide more information about your case? Do I understand correctly that you activated multiple free bonuses consecutively?

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1 year ago

Dear Bologe,


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.

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1 year ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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