Lucky Legends Casino - プレイヤーの撤退が遅れています。

6 weeks of waiting for the casino to process deposit. Initially requested bitcoin withdrawal. They waited 2 weeks to tell me I couldn’t withdraw in bitcoin because I didn’t deposit in bitcoin. It would be nice if that were stated anywhere, I wouldn’t have tried. After the first two weeks, I had to resubmit a bank wire transfer request. After finally being approved, the transfer was "sent to payment provider" on July 30. I understand a wire transfer can take some time. However, it’s been 13 business days and during that time I have spoken to several banks regarding international bank transfers. No transaction under 1,000,000 should take longer than 10 business days, maximum.

Dear cpaulking, 

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?

Have you accumulated your winnings with or without an active bonus? 

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, 

Veronika

Greetings Veronika,

Thank you for your prompt response. I appreciate your help. To answer your questions:

I have not made a successful withdrawal from Lucky legends before.

I have absolutely passed the KYC verification, which was its own frustrating task.

These winnings were acquired with a bonus, but the bonus amount was subtracted from the withdrawal amount, as they state that they will do upon withdrawal request.

I truly hope you will be able to help me resolve this issue as quickly as possible and look forward to seeing how it unfolds either way.

Feeling Hopeful,

Chris

I have an apology to make, as there is a slight miscommunication. You see, I am currently waiting on two separate withdraws by two incredibly similar casinos, both in terms of customer, service, and speed, and they are going through the same process at the same time. The date I gave above IS the correct day that Lucky Legends claim they sent it to the payment provider but it has not been six weeks of waiting, but 20 business days, which is within the scope of their claim. They did also deny me a bitcoin withdrawal after initially approving it. In addition, my concern for the length of time it is taking for the wire transfer is also valid.

HOWEVER

Wild Vegas Casino received my withdrawal request on on June 27, on July 10 told me I could not withdraw in bitcoin and I need to submit details for a bank wire. I did so, and has been waiting. Finally I reached out to customer service who TOLD ME (screenshot below) my payment was sent out on July 29. However, on August 9 I received a message from the casino saying that my payment was going to be reviewed and then processed. How is it possible that my payment has been sent out a ready yet? Almost a week and a half later I’m being message saying it hasn’t even been reviewed yet? All relevant documentation attached and my sincere apologies for the confusion between the two casinos, although the wait has been exceedingly long on both counts, lucky legends has not claimed they never reviewed my withdrawal, yet.

Additional details from casino representative and message from casino:

The answers to all of your earlier questions also apply in the case of wild Vegas casino,

I have not made a successful withdrawal from wild Vegas before.

I have absolutely passed the KYC verification, which was its own frustrating task.

These winnings were acquired with a bonus, but the bonus amount was subtracted from the withdrawal amount, as they state that they will do upon withdrawal request.

Thank you for your replies. It’s understandable that you made a mistake, as both casinos are indeed very similar. I just need to clarify: Is your first post regarding the delayed payment from Lucky Legends Casino?

If you wish to address issues with two different casinos, I recommend submitting a second complaint. We can mediate only one issue per complaint thread. Thank you for your understanding.

Yes, my initial complaint is regarding Lucky Legends and the length of time involving the withdrawal process. I will begin a second complaint. My apologies again for any confusion

Thank you very much, cpaulking, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you cpaulking for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Lucky Legends Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Greetings all,

We reviewed the account and it appears that payment was sent by the casino to our 3rd party payment provider for disbursal as a bank wire transfer on the 30th of July. Under normal circumstances we are looking at 10 business days or so for those funds to arrive in the player bank account. This has obviously been well beyond that. We will reach out to our finance department and see what information they can provide on the subject.

Best wishes,

Lucky Legends

Greetings all,

We have been informed by our payouts department that there are indeed known delays with the 3rd party payment provider however they are confident that this should be remedied shortly. With any luck those funds should be delivered this week. Please keep us informed cpaulking.

Best wishes,

Lucky Legends

The payment finally arrived in my account on Tuesday, September 3rd.

If there were indeed "known delays with the 3rd party payment provider", isn’t that the kind of information that players who are waiting for payouts should be made aware of? Or even the customer service department? I reached out every 36 hours on average to find out details about my late payment. Nobody even mentioned delays from a third-party payment provider. I get three promotional emails a day from your casino, yet not one phone call or text message or email regarding such a delay.

In addition, it might be nice to post somewhere visible, such as your cashier perhaps, that the payouts arrive "quicker" if one is to deposit with cryptocurrency. I never would’ve used a credit card if that were the case. Better late than never lucky legends, best of luck with your business model.

True thanks and praise to the folks at casino guru, without whom I no doubt would still be contacting the ill-informed customer service department at Lucky Legends every 36 hours, receiving little, if any assistance.

Dear cpaulking,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter