test - Player’s withdrawal is delayed for contradictory reasons.

I have played this casino on the App Store made by asselin, a few times before winning big! I withdrew 2 times prior, one for 60. And one for 40. Both times I received the money almost instantly. So the night I deposited 5$ to play off of, I won $1060. I tried to withdraw 60$ by itself then asked to redeem my 1000. 3 days go by, as I was told by An agent it would but completed by. On the 3rd day, I was denied. Their reason is for too many changes to current account?! So, I put in another redemption request for the whole $1060. It has been sitting there for almost a month under Waiting for review. Normally I could roll with it, except, I keep getting messages randomly from agents with responses forever after I have requested my funds. Every excuse is something different! I have literally chased the rabbit down the hole for these people, all for nothing! I have been told my PayPal acct is not allowing deposit. I cleared that with PayPal, who said that was never the case. Then I have been told that my PayPal restrictions need to be corrected. Still, PayPal disagrees. The agent will tell me to resubmit my withdrawal once PayPal is fixed. That is not possible, as it was never denied or accepted so it’s still WAITING. I’ve been told that they have tried to deposit it several times… PayPal says no. Then the most recent response says that I need to provide them with a transaction order screenshot for unbinding the old redemption email which I NEVER ASKED TO DO?!?! I asked why?! And I’ve been ghosted ever since! That was about 2 weeks ago. I tried to request my money from them on PayPal, from the same name that deposited to me prior to this mess! IGNORED. I know that my acct is good, because the other day, I requested a redemption of 1.00 from their sister casino Acorn, and the SAME business name as Lucky legends, deposited no problem into my acct! So, I know for a fact that they do pay out somewhat cause of my experiences before, and that my acct at psypal is completely fine! I HAVE. NO WAY to contact them other than by on the apps contact link! I’ve emailed several times, which has also failed me. I really need the money they owe me. I purchased my own coins with my real money, to win this amount. No bonuses or anything! Please any help would be appreciated!

Dear christyheddings,

Thank you very much for submitting your complaint.

I’m sorry to hear about the difficulties you are facing with withdrawing your winnings from the casino. To help us better understand your situation and assist you effectively, could you please provide more details about the following:

• When exactly did you request the withdrawals for $60 and $1,000?
• Have you received any written confirmation or reason for the initial denial of the $60 withdrawal?
• Can you clarify the nature of the "too many changes to the current account" as stated by the casino?
• What specific communication have you received from the casino agents regarding your withdrawal requests? Any details on the different excuses given would be helpful.
• Have you been able to resolve any PayPal issues directly with PayPal, and if so, do you have any correspondence confirming that there were no problems on their end?

Please feel free to forward any relevant communication, such as emails or screenshots, to petronela.k@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Yes I do have all the proof of the things you asked for. I can send them to your email in screenshots if possible?

thanks!

I’m wondering if you received my documents or not? I haven’t heard from anybody please let me know.

Hi christyheddings,

I see that your withdrawals have been marked as "waiting for review" since May 31st, 2024.

Since you mentioned in your initial reply that you accessed this casino through an app from the App Store created by asselin, could you please provide the exact URL of the casino website, or is it solely an application on your phone?

Additionally, I noticed that you received an email from the casino using the address LegendsCasino68@outlook.com, whereas the official casino email, as stated in the terms and conditions, is help@luckylegends.com. Have you also received any emails from the other email address?

Looking forward to hearing from you.

i have only been able to access the app. No website so far? I joined it based on a few posts I had seen on Facebook ads. There is a mix of satisfied and dissatisfied customers on the comments too. It is still waiting even though the last communication, the agent told me to resubmit after fixing my acct… but they never canceled it. I have asked several times since to please deny them or approve them. I am stuck because of that waiting status. Also, I only have received correspondence from the one email that you pointed out from outlook.

thqnks.

Hi christyheddings,

Since it seems you played exclusively on the app and not on the official online casino, could you please confirm if you have an account on this website? https://www.luckylegends.com/?

Thank you.

No I do not. That company name is inclave. The one from the iPhone App Store is by Asselin. I noticed this just a few days ago. But the lucky legends I use from asselin, is also on Facebook. That is where I learned to download this app, and didn’t get paid. 😭

After reviewing your complaint, we regret to inform you that we cannot proceed in resolving it because our Complaints Resolution Center deals exclusively with issues related to online casinos. Unfortunately, we do not handle complaints related to apps or other platforms. For assistance with your issue, we recommend reaching out to the support team of the app directly or visiting their official website for more information.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.