Lucky Legends Casino - Withdrawal request of the player delayed.

On 01/03/2024 I requested 4 withdrawals of $2500 each as apparently there is a withdrawal limit of $2500 per withdrawal even though their terms and conditions clearly state no withdrawal limits. I sent in all of my documents and got verified prior to ever playing there as I've played at other casinos and know the drill when it comes to being able to cashout if you get lucky enough to win. You cannot request a withdrawal unless you are verified. You get like an error that says that you need to get verified and provide whatever documents they may be asking for prior to requesting your first cashout. I had already done it, but fine, I did it again and once again my account showed approved and verified. When I submitted the requests, it said it would take up to 5 business days and they would reach out if there were any problems. I waited a week and contacted them being told they needed a picture of the front and back of one of my credit cards that I had already sent in when I started playing months ago. The verification system wouldn't ake the pictures of the card saying that they already had pictures of the card. After trying a couple more times and getting the same result, I contacted online chat and was told that they needed pics of the card once again. I told the representative about not being able to upload them becuase they had already been uploaded, She argued back and forth with me for a few minutes and then asked me to hold for a minute. When she came back she said that she had good news. She had just gotten the response from the verification team and payout team and they have everything the need, I am good to go. A few more days passed, so I contacted them again. This time I was once again told by the first person that they needed a pic of that same credit card. I was told by another person that they had everything but there was a delay in payouts. Another one told me that they don't accept my bank of america account for wires (later the same person told me that they submitted my wire information for my bank account again to the payout team. this is the same bank account that:

1. I had to enter all wire informatoin to request the wire transfer.
2. Was then told that they had no information on the account and needed all information including a statement.
3. Then said they don't have any of the information again.
4. Then said they don't accept bank of america advantage accounts.
5. Then said that they submitted the bank of america advantage account information for wire to the payout team (even though I was told less than an hour prior to that that it wasn't accepted.

In the meantime, I had told them that sending a check would be fine also at which time I was told that a check would not be possible. I asked why but I got no reason. I have gotten payouts from other casino's via check, including casinos out of country with foreign checks with no problem, so I'm thinking another stall technique. My VIP casino host was supposed to reach out to me 3 days ago and let me know what way the payout team had decided was best to pay me my winnings and then get the payments expedited. I have not heard from her, she doesn't respond to my emails, and she is never available when I try to get a hold of her on live chat. I have spent thousands at this casino and think they are trying to play me 🙁 The username entered below is what it shows under username in my profile, but the one I chose when i signed up was Sillygirl46.

Dear 4mebass,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly that a single withdrawal request for 2500 USD is currently pending on your account?
• Did you achieve your winnings with the help of a bonus?
• Could you please share your recent correspondence with the casino? You can share screenshots here or send the information to my email at tomas@casino.guru

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

Hi Tomas,

I will forward the emails. The rest of our communication was through live chat, and I couldn't find the option to have a copy of the chat sent to email. There are 4 withdrawal transactions for $2500 each for a total of $10,000. I used a no rules deposit bonus with, I believe, a deposit of $120.

I just emailed you the latest communication that occured a few minutes ago. These people are so ridiculous and contradictory!

I understand your frustration, thank you for the chat transcript.

In my observation, the issue seems to be with the compatibility of payment methods the casino offers and your bank. It seems the way forward will be the processing of your withdrawals via bank transfer and checks for your particular bank won't be possible.

Please note, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Has the casino confirmed the bank statement you sent to them was satisfactory for them to proceed?
• Do you have any other bank accounts that would meet the casino's requirements for a transfer?

Yes but one person said that checks were not available to me (my bank) and I should do wires and then another person said wires aren't available to me (my bank) so I should do checks. So, you see, it's not a payment compatibility issue, it's a they are making excuses and contradicting each other issue. The one that said bank wire wasn't available to with my bank account then went on to say about 10 minutes later that they were going to get my information for bank wire to the payout team and expedite the payouts. I personally checked with my bank, and they accept both foreign checks and foreign wires with and without an intermediary bank involved. I have deposited foreign checks from other casinos in the account. Like I said, it's just been one excuse after another with each subsequent one contradicting the prior ones.

I just emailed you again with a couple more documents as well as forwarded you an email from the casino. In short, I received an email stating that my bank account was approved for withdrawals. I then went onto my casino account today and saw that 2 of the withdrawals showed as approved on 01/23/2024, so I contacted support to see what the status was. I attached the chat transcript where i was told that my bank account was not approved due to not enough activity and they need a different bank account. I told you they were just playing games. This is insane!

Thank you very much, 4mebass, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 4mebass,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I understand your frustration with the situation, but as my colleague Tomas mentioned, the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors, such as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. The casinos are sometimes powerless and limited in offering payment methods to their customers, however, they must be able to offer at least one reliable option for players to cash out their winnings. I will contact the casino to shed more light on this.

We would like to invite Lucky Legends Casino to join the conversation.

Dear Lucky Legends Casino,

Could you kindly furnish details regarding the reasons for the delay in processing the player's withdrawals? It appears that there are issues with the current payment method. In light of this, could you suggest an alternative, reliable payment method that would facilitate successful transactions?

They have already sent my first payout which has been received. The problem is now resolved.

Greetings all,

We have reviewed the account and all seems to be well and working properly in terms of payouts, if you need further assistance 4mebass just let us know!

Best wishes,

Lucky Legends

Thank you for your response, Lucky Legends team.

Dear 4mebass,

Thank you for the update that you have successfully received the first withdrawal. As per the response from the Lucky Legends team, all seems to be working normally now, and I trust you will receive your future withdrawal without any issues. If there are still any problems with the payouts, you are free to reach out to the casino team or to me at michal.k@casino.guru.

With all this being said, can we consider your complaint to be solved, or can I assist you with anything else?

Dear 4mebass,

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.

Dear 4mebass,

While it appears that the matter has been addressed, and your winnings have been received, we have not received additional confirmation or any further requests for assistance from you. Regrettably, we are compelled to close this complaint as rejected. We appreciate the cooperation of the casino team.

Should you encounter any challenges with this or any other casino in the future, please feel free to reach out, and we will do our utmost to assist.

Best regards,

Michal

Casino Guru