Lucky Legends Casino - プレイヤーの支払いが遅れています。

See attachment for description of non payout.

Dear roccoizmyname,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand the situation completely.

Have you made any successful withdrawals from this casino in the past?

Has the casino verified the ID you submitted at the end of July yet?

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

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

Veronika

I have not made any withdrawals from the casino --this is the first.

The login is thru Inclave and the documents are used by all the casinos on the Inclave portal. It also shows VERIFIED on the Lucky Legends site--I put a screenshot in my complaint. However, I submitted another copy of my license on 7/31. I have not heard anything back, they said it would take 5 business days....but since they have so many documents to verify and to expect to take a lot longer than 5 business days. Its a delay on their end in my opinion and its impossible to get someone that will escalate my withdrawal request.

The $1,584 is the net amount after the play-through and deducting the bonus amount of $189. Before I submitted a withdrawal request, I CHATTED with customer service who deducted the $189 and told me to submit a request of the $1,584. I do not have a screenshot of the transaction, but I remember seeing it and I did not download the CHAT. So after the CHAT I made a withdrawal request on 6/12/23.

There is a possibility that a high volume of documents needed for verification may slow down the verification process. Usually, we recommend players wait up to 14 days for their documents to be verified. Could you please tell me if the casino has approved the new copy of your license yet? Thank you.

I had a chat on 8/7/23, which I attached. He said that they still needed my drivers license.....so I emailed it AGAIN to the email address they told me to. Now what's ironic is he said I would receive a confirmation, and I told him I bet I don't........well guess what I did not get a confirmation.....this is comical. In two more days and it will be 2 months since my original request to withdrawal winnings. They just want me to go away.....and I will not!

Here is the last chat I forgot to attach.

===============================================================================

Chat ID 6725962 at 2023-08-07 02:55:03

===============================================================================

[2023-08-07 02:55:04] [Live Support] Welcome to Live Support! How can we help you today?

[button]Free Spins[button] [button]Loyalty Bonus[button] [button]Deposit[button]

[button]Withdrawal[button] [button]Other[button]

[2023-08-07 02:55:04] [I'm a bot] Don't forget to check out our latest offers on the Promos page

from the casino menu.

[2023-08-07 02:55:04] [I'm a bot] Welcome to Live Support. Before finding the best agent to

assist you, please help us expedite things by typing your request or question here:

[2023-08-07 03:01:27] [50qkidvwz1] I requested a withdrawal back on JUNE 12th--going on 8 weeks now--

and I resubmitted my drivers license. Most people would think by this time that someone would

ESCALATE this request as it has only been 2 months. Any update other than the normal "canned"

response I receive every time I check?

[2023-08-07 03:01:28] [I'm a bot] Thank you for contacting us.

[2023-08-07 03:01:28] [I'm a bot] One of our representatives will be with you shortly.

[2023-08-07 03:05:40] [Benjamin Stokes] Welcome and thank you for contacting Lucky Legends. You are

chatting with Benjamin Stokes (VIP Account Manager) from our VIP Team.

[2023-08-07 03:05:43] [Benjamin Stokes] Hello Richard

[2023-08-07 03:06:50] [Benjamin Stokes] Richard, as per latest information we are still missing your

proof of id from front and back side and which should be clear visible.

[2023-08-07 03:08:28] [50qkidvwz1] Wow that was sent in over 5 days ago. is there anything else

missing so we dont continue with this delay

[2023-08-07 03:09:13] [50qkidvwz1] and where do i need to send it again so i can make sure that you

receive it for the third time.

[2023-08-07 03:10:54] [Benjamin Stokes] You can send on this email :- documents@luckylegends.com

later you will receive one reference number you need to come back on chat and submit that number.

[2023-08-07 03:11:38] [Benjamin Stokes] Do you have any more questions I can help you with right now?

[2023-08-07 03:12:24] [50qkidvwz1] later i will recieve a reference number--hell i never got one in

the last 8 weeks

[2023-08-07 03:12:57] [Benjamin Stokes] You will receive it this time.

[2023-08-07 03:13:13] [Benjamin Stokes] You will receive in couple of hours after you send email.

[2023-08-07 03:13:16] [50qkidvwz1] really

[2023-08-07 03:13:24] [Benjamin Stokes] Yes.

[2023-08-07 03:13:35] [Benjamin Stokes] Do you have any more questions I can help you with right now?

[2023-08-07 03:14:32] [50qkidvwz1] no i will get that ID to you again and wait

[2023-08-07 03:15:01] [Benjamin Stokes] Richard, please send your id and from front and back side

with clearly visible.

[2023-08-07 03:15:13] [Benjamin Stokes] It shouldn't be blurry.

[2023-08-07 03:15:24] [Benjamin Stokes] Submit on given email address.

[2023-08-07 03:15:46] [Benjamin Stokes] And when you will receive reference number come on chat and

submit that number.

[2023-08-07 03:15:49] [Benjamin Stokes] Do you have any more questions I can help you with right now?

[2023-08-07 03:18:05] [Benjamin Stokes] Thank you so much for playing at Lucky Legends. We really

appreciate your loyalty. Have fun, good luck and don't hesitate to come back anytime, we're here for

you 24/7.

Thank you for providing me with your latest chat with customer support. It seems that there has been a problem with your driver's license being blurry. Could you please confirm that you sent your ID in the requested quality, i. e. a clear high-resolution picture?

Yes, I sent a high resolution copy of my license on 8/7/23.

Has the casino informed you if the new copy of your license meets all the necessary requirements? Please let me know.

Well, if you can make sense of this chat--good luck. However, per your question, I guess they are working on it. I FIGURE THEY WILL BE WORKING ON IT FOR MANY MANY MANY DAYS, IF WE LOOK AT THEIR RESPONSE TIME. ALSO, look at the total time of the CHAT...WOW. "Do you think I will ever receive my withdrawal request?"

Chat ID 6766213 at 2023-08-14 17:06:56

===============================================================================

[2023-08-14 17:06:57] [Live Support] Welcome to Live Support! How can we help you today?

[button]Free Spins[button] [button]Loyalty Bonus[button] [button]Deposit[button]

[button]Withdrawal[button] [button]Other[button]

[2023-08-14 17:06:57] [I'm a bot] Don't forget to check out our latest offers on the Promos page

from the casino menu.

[2023-08-14 17:06:57] [I'm a bot] Welcome to Live Support. Before finding the best agent to

assist you, please help us expedite things by typing your request or question here:

[2023-08-14 17:08:48] [50qkidvwz1] I am checking to see if the drivers license I resubmitted to you

again "meets the necessary requirements" in order to move forward on my withdrawal request. Please

advise.

[2023-08-14 17:08:49] [I'm a bot] Thank you for contacting us.

[2023-08-14 17:08:49] [I'm a bot] One of our representatives will be with you shortly.

[2023-08-14 17:11:51] [Live Support] Thanks for holding, in the meanwhile, you can play this mini-

game:

[2023-08-14 17:11:52] [Live Support] <iframe src="https://chat.stackq.com/casinogames/ufo/"

style="width:280px;height:255px;-webkit-user-select: none;-ms-user-select: none;user-select: none;"

frameborder="0" ></iframe>

[2023-08-14 17:12:01] [Live Support] Thanks for holding, in the meanwhile, you can play this mini-

game:

[2023-08-14 17:12:02] [Live Support] <iframe src="https://chat.stackq.com/casinogames/ufo/"

style="width:280px;height:255px;-webkit-user-select: none;-ms-user-select: none;user-select: none;"

frameborder="0" ></iframe>

[2023-08-14 17:19:06] [Kyle West] <iframe src="https://chat.stackq.com/casinogames/ufo/"

style="width:280px;height:255px;-webkit-user-select: none;-ms-user-select: none;user-select: none;"

frameborder="0" ></iframe>

[2023-08-14 17:22:34] [Kyle West] Welcome and thank you for contacting Lucky Legends. You are

chatting with Kyle West from our Live Chat support.

[2023-08-14 17:27:09] [50qkidvwz1] did you see my request

[2023-08-14 17:29:24] [50qkidvwz1] hello?

[2023-08-14 17:33:30] [Kyle West] I saw that apologies

[2023-08-14 17:33:49] [50qkidvwz1] no problem, just wasnt sure if i was connected

[2023-08-14 17:33:50] [Kyle West] I will check with the documents department right now

[2023-08-14 17:33:56] [50qkidvwz1] thx

[2023-08-14 17:33:58] [Kyle West] Allow me just a moment

[2023-08-14 17:34:00] [Kyle West] You welcome

[2023-08-14 17:34:05] [50qkidvwz1] take your time

[2023-08-14 17:40:48] [Kyle West] <iframe src="https://chat.stackq.com/casinogames/ufo/"

style="width:280px;height:255px;-webkit-user-select: none;-ms-user-select: none;user-select: none;"

frameborder="0" ></iframe>

[2023-08-14 17:46:02] [Kyle West] Richard this I send this to the documents team

[2023-08-14 17:46:10] [Kyle West] And they are working on it right now

[2023-08-14 17:46:29] [50qkidvwz1] confused your mis typed

[2023-08-14 17:46:38] [Kyle West] Just allow us 24/48 hours to get all systems updated with your

information

[2023-08-14 17:46:55] [Kyle West] Just in case

[2023-08-14 17:47:09] [50qkidvwz1] so its the correct format?

[2023-08-14 17:47:12] [Kyle West] 152939871// 152902451 you dont have the reference numbers

[2023-08-14 17:47:30] [50qkidvwz1] ok i will check back

[2023-08-14 17:48:09] [Kyle West] But those are the emails you send 1. Verification documentation,

and Document request those were the email subjects

[2023-08-14 17:48:24] [Kyle West] So you should be fine in the next coupon of hours

[2023-08-14 17:49:07] [50qkidvwz1] ok i guess i am good to go....maybe

[2023-08-14 17:49:11] [50qkidvwz1] thax

[2023-08-14 17:49:26] [Kyle West] You welcome have a blessed one but before I let you go

[2023-08-14 17:49:31] [Kyle West] Is there anything else I may help you with?

Well its Friday again and I AM BACK to see about my withdrawal request....SO MUCH ANTICIPATION! Well, I logged in to find status of my withdrawal. As expected, same result as before. ANTICIPATION TO DISAPPOINTMENT JUST LIKE THAT. Monday will be the beginning of WEEK 11 from initial withdrawal request (June 12). JUST LIKE LAST WEEK LUCKY LEGENDS SAID GIVE IT 48 HOURS. Here is the CHAT:

          Chat ID 6787164 at 2023-08-18 19:33:06

===============================================================================

[2023-08-18 19:33:07] [Live Support] Welcome to Live Support! How can we help you today?

[button]Free Spins[button] [button]Loyalty Bonus[button] [button]Deposit[button] [button]Withdrawal[button] [button]Other[button]

[2023-08-18 19:33:07] [I&#039;m a bot] Don't forget to check out our latest offers on the Promos page from the casino menu.

[2023-08-18 19:33:07] [I&#039;m a bot] Welcome to Live Support. Before finding the best agent to assist you, please help us expedite things by typing your request or question here:

[2023-08-18 19:35:55] [50qkidvwz1] Its Friday and week 10 since initial withdrawal request, could you please provide an update on the reference #'s: 152939871 / 152902451.

[2023-08-18 19:35:56] [I&#039;m a bot] Thank you for contacting us.

[2023-08-18 19:35:56] [I&#039;m a bot] One of our representatives will be with you shortly.

[2023-08-18 19:36:29] [Kelly Morrison] Welcome and thank you for contacting Lucky Legends. You are chatting with Kelly Morrison from our Live Chat support.

[2023-08-18 19:36:43] [Kelly Morrison] Hi Richard

[2023-08-18 19:36:56] [Kelly Morrison] Allow me a moment while I check your account. Thank you for your patience!

[2023-08-18 19:40:48] [Kelly Morrison] I'm very sorry for the delay. Thanks for bearing with me!

[2023-08-18 19:42:36] [50qkidvwz1] no problem

[2023-08-18 19:43:52] [Kelly Morrison] Thank you for waiting.

[2023-08-18 19:44:04] [Kelly Morrison] As I can see the status is still pending therefore I made an escalation to the withdrawal team to review your account as soon as possible.

[2023-08-18 19:44:12] [Kelly Morrison] My apologies for the delay.

[2023-08-18 19:44:13] [Kelly Morrison] Rest assured this is moving forward.

[2023-08-18 19:44:19] [Kelly Morrison] In case you don't see any movement after 48 hours please contact us back

[2023-08-18 19:44:41] [50qkidvwz1] k

STAY TUNED FOR NEXT WEEK'S UPDATE......THE EXCITEMENT CONTINUES!!!!!!!!

VERONIKA, if you are still monitoring this case, today is 14 business days since updated documents were submitted.

Thank you very much, roccoizmyname, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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, roccoizmyname!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello Pavel,

Sounds good. Any assistance getting this resolved would be great! Let me know if you need any information or my assistance and I will update you on all the correspondence.

Pavel,

My question to you is "Are you able to get in contact with this casino?"

roccoizmyname, yes, we are able to contact this casino. Usually, we get responses from them.

Greetings all,

Apologies, as Pavel knows we always respond and address these sorts of things. There were initially issues related to account verification (documents) however it appears these have now been resolved. We are having the withdrawal request reviewed by the requisite department and will hopefully have some movement for your shortly roccoizmyname.

Best wishes,

Lucky Legends

Thank you for your response, Lucky Legends Casino!

roccoizmyname, please, let us know as soon as you will learn about movement of your withdrawal!

FINALLY, I received my withdrawal request that was initiated on June 12th. Way too long for establishments to be able to be allowed. I appreciate all the help Casino Guru has done. I am looking at getting involved with trying to get rules in place for these operations, I am doing some research and hope I can find a way to not allow this to happen to others. We gotta put a stop to this BS. I hope no one else has to go thru this type of experience.

Dear roccoizmyname,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system.

I thank you for your cooperation and patience, 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.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team