The player from Missouri had submitted a withdrawal request less than two weeks before contacting us. Winnings hadn't been obtained up to that day. The player's account had been verified and she had successfully withdrawn from the casino before. Despite the withdrawal being approved, the player hadn't received her $100 winnings. After our intervention and communication with the casino, the casino confirmed that the payment had been delivered via Bitcoin. The complaint was kept open for the player's confirmation, but the player did not respond within the given time frame. As a result, the complaint was rejected. A few weeks later we received an email from the player, in which she informed us about receiving the withdrawal therefore the status of the complaint was changed to "resolved".
Lucky Legends Casino - Withdrawal of player's winnings has been delayed.
Amount: $100
Lucky Legends Casino
Safety Index:Below averageCase closed
RESOLVED
Case summary
Irequested withdrawal on Dec. 23, 23. Yesterday was the cut off of the 7days wait period. They escalated my claim yesterday and told me to check back today. They said it would only take about 24hrs to be pushed through. I checked back today now They are saying to wait another 48hrs. I have bills to pay I need my money
Dear tanyarodie87,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Dear tanyarodie87,
Have you received your withdrawal from the casino yet?
Thank you for your reply, tanyarodie87. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
My account has been verified. And I don't remember on the other and no I still haven't received my 100$ yes I've withdrew from this casino b4. Never had issues like this tho
Could you please advise when exactly you received the last successful withdrawal and how many days did it take to be processed? Did you use the same withdrawal method in the past?
If possible, please post a screenshot of your withdrawal history here in this thread.
I'll be honest with ya, that was awhile ago and I can't reme.ber what method was used but the withdrawal amount was for 150 and it took every bit of the 10days to get because I started making reviews on like the better business and trustpilot and then that's when all of a sudden the money showed up. I Play a lot of slots on different platforms, the way I get them I can't keep up with
Thank you very much, tanyarodie87, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.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.
Hi tanyarodie87,
I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear Lucky Legends Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's withdrawal request, was it already processed from your side?
I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
Their saying it's been approved since the 10th, yet I still don't have it. They have me waiting since Dec 23rd and im not happy. This casino will never get any more of my money
Greetings all,
We have reviewed the situation and will see what can be done to assist.
Best wishes,
Lucky Legends
They are now saying to check back on the 24th if I haven't gotten it so they can escalate the case. Tomorrow will mark a month. This is outrageous
why it's taking this long for them to get it to my bitcoin account ill not know
Dear Lucky Legends Casino, please, let us know if there've been any updates.
Greetings all,
We are happy to report that payment was delivered via Bitcoin on the 23rd of January and has been confirmed in Blockchain Explorer.
Best wishes,
Lucky Legends
Thank you for the news, Lucky Legends Casino.
Dear tanyarodie87, we will keep this complaint open until you confirm your withdrawal has been successful. Please let me know as soon as you receive your winnings.
Dear tanyarodie87,
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.
It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.
The player can reopen this complaint anytime.
We have received an additional email from the player, in which she informed us about getting the withdrawal:
I got it. Thank u. But their washout times suck
Therefore we have updated the status of the complaint to a "resolved" one, thank you to all parties for your participation.
Dear tanyarodie87, 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,
Natalia
Casino.Guru
