Lucky Legends Casino - プレイヤーの出金リクエストが遅れています。

I have been trying to collect my money from this casino,first l was told to provide the source to which l purchased,so the page came up and l provided my card information,than the next thing you know they are in my Chime account with these bizarre transactions,l have several screenshot's,and email's,they have given me one excuse after another as to why l can't collect my money,this whole situation has taken it's toll on me,they sure didn't mind taking my money,but they sure don't want to pay me.

Dear brianaedwards1969,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

Have you made any successful withdrawals before? 

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

No successful withdraws,l bought into a bonus,when l cashed out,the took a $150.00 off the $1300.00 which left me with $1150.78 that l could withdraw,l also bought bitcoin thee other day and played it down to $950.00,l installed the bitcoin wallet that they told me to withdraw,and still nothing,I'm sick about this whole matter,it's going on a month of them giving me the run around,I'm giving up hope,but l want people to know that they are complete crooks,l guess I'm not sure why they are allowed to keep operating.To my knowledge l have passed the KYC,I have done everything on my part,like l said they keep giving me every excuse possible,down to a check,which they said they don't do,when l have a screenshot pertaining to the check process.

Dear brianaedwards1969, was it a deposit bonus or a no-deposit bonus?

Have you received any outcome of the document review?

Did you deposit only via Bitcoin?

It was a deposit bonus with a coupon in which they took the $150.00 dollars right off the top of my winnings,I'm sending you a email with that transaction,l later deposited bitcoin in hopes that l could get my money,they have told me in needed to this and that,and no matter what l did it would be another excuse,they have put me through the mental ringer over the pass month,my nerves are about shot over this whole ordeal,if l had known it was gonna be this way l would have found another place to spend my money,they didn't have a problem taking my money,but once l won it has been misery.l paid money for the coupon bonus.

Thank you very much, brianaedwards1969, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.

Dear brianaedwards1969,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Lucky Legends Casino representative to join this conversation.

Dear Lucky Legends Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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,

Apologies, we were out of the office for the holiday. We attempted to review the situation on your behalf brianaedwards1969 however we were unable to locate a player account under the provided email address nor your physical name. Could you kindly provide us with your casino username or registered email address? We would be happy to look into things for you.

Best wishes,

Lucky Legends

Greetings all,

Thank you for the screen shot brianaedwards1969, as you see in your screen shot you are registered under a different email address. Your username is also available there, thus we were able to locate you in the system and review your player account.

In order to safely transfer funds to (and from) our players using traditional banking methods we are required to use 3rd party payment providers, these 3rd party payment providers have strict criteria regarding the who, how, and where these transactions can take place. They require an approved bank which can accept international wire transfer without an intermediary bank, not all banks are capable of this. Also Credit Unions have different banking criteria than traditional banks and are categorically not capable of receiving transfer from our 3rd party. They also require that we have on file a number of additional documents before they will initiate transfer, among these proof of address in the form of a recent utility bill, and the most recent bank statement for the account in question (in PDF format) proving that the account belongs to the player, that it is an active bank account, and that the account is not in minus and in good standing.

These documents have been requested yet we have never received them, and the Credit Union account submitted is not eligible for transfer unfortunately. Please contact our service department brianaedwards1969 and they can assist you in compiling and submitting the necessary documentation for bank wire transfer. Until we have proof of address and a valid method of withdrawal on file we will not be able to move forward.

Best wishes,

Lucky Legends

Ok,l told you people that l don't have a bank account other than the one l provided,l have a bitcoin address,on you site it says check so,and l did send my proof of address ok,when l cased out you people said provide the source to which l purchased and l did,then you people made unauthorized transactions on my account,in which Chime reimbursed two of the transactions,l don't have a bank account other than me credit union period,you people need to give me my money that l won without all of the problems.

You people need to either send my money to my Chime card which was used to purchase,the source of which l purchased,you know the one that you people got into my account,or send to my Bitcoin Address.

Dear brianaedwards1969,

Could you please confirm, if I understand it correctly, that the mentioned Chime card is connected to a Credit Union account?

No,l have a credit union,and l also have Chime,l have tried multiple ways to try and get my money.

Dear brianaedwards1969,

Have you been able to agree upon a withdrawal method with the casino?

No,l have not.At this point l would settle for $550.00,the stress that this has caused me has been a lot,to be able to pay some of my bills would be great.

Dear Lucky Legends Casino,

Could you please confirm, if you have received the player's proof of address, and if it would be possible for the player to use his Bitcoin wallet as a withdrawal method?

Greetings all,

As the win was on a credit card deposit our payouts department is insisting on wire transfer as a withdrawal method (only crypto deposits qualify for Bitcoin withdrawal), we have requested an exception however it is quite likely that a valid bank account will be required. It is definitely advisable to communicate with our service department and attempt to satisfy the requirements for bank wire transfer brianaedwards1969.

Best wishes,

Lucky Legends

Why are the names Bill Bright WLD GB,J.l Emporium LTD,PAY ASSURANCE SAS,Izi Classic Wash,ok once again as you can see l paid with my Chime,and after giving the source of which l paid,you people went in and made illegal transactions,it sure seems to me that there is some corruption,l provided the source to get my winnings, not for you to take and make illegal transactions,you people think your slick,but l call it sick,and not to mention how you took the $150.00 right away off the top,in other words you got yours,but l didn't get mine.l think I'm gonna take this a step higher.This message and the one before tell the story.

Dear brianaedwards1969,

Could you please confirm, if you have communicated with the service department as adviced?