Lucky Legends Casino - プレイヤーの資金が失われました。

I won over $500 and attempted to withdrawal my winnings. I had problem after problem, excuse after excuse as to why I was having a hard time doing so. I then lowered the withdrawal amount to $300, losing out on $200. The casino still gave me a hard time. They kept asking for information I had already submitted multiple times. I finally gave up, I was never going to receive my winnings. I want everyone to know that Lucky Legends site is a scam, they only steal your money

Dear itsmeagain1018, 

Thank you very much for submitting your complaint. I'm sorry to hear about the difficulties you've faced. I understand how frustrating it can be to repeatedly provide documents to the casino for verification.

However, it's important to recognize that identity verification is a crucial process for ensuring the security and integrity of online gambling. Without the ability to physically verify players' identities, online casinos rely on these procedures to safeguard against fraud and ensure funds are allocated correctly.

Unfortunately, since you've lost your funds while playing, we're unable to assist in their retrieval. In the future, if you encounter issues with an online casino, I recommend submitting a complaint promptly. This will allow us to intervene and mediate the situation before any potential loss of winnings occurs.

Please let me know if there is anything else I can assist you with, or if this complaint may be closed. Thank you for your understanding.

Best regards

Veronika

I have already submitted the requested verification more than twice. Everytime I contact you guys, you ask for the same documents, but for me to send them to a different email address. I've tried multiple times to cooperate

I did NOT lose my winnings by playing the money. That is a lie. I still had $300 I've been waiting to receive.

Just to be clear: the withdrawal request of $300 is still shown in your account as pending? Please let me know.

Yes, it still shows as pending. However, everytime I contact them to what is taking so long, they have a new request. I've sent over the documents they've requested over 3 times..they keep changing the email address I need to send it to. I've also sent over my bank information more than once. They just keep coming up with new excuses.

Thank you very much, itsmeagain1018, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.

Hi itsmeagain1018,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Lucky Legends Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's withdrawal request and when they can expect it to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Greetings all,

We have reviewed your account itsmeagain1018 and it appears you still need to submit a recent utility bill to validate your bank account for wire transfer withdrawal. We see that you have submitted bank statements however they were not recent (one was from 2022). Until the documentation process is complete and an established method of payout is on file we cannot move forward on your withdrawal request. Please contact customer service via live chat and provide the necessary details, once everything is approved and posted within your casino account we should be able to assist in expediting withdrawal.

Best wishes,

Lucky Legends

I never sent in a statement from 2022, that is absurd. I have also already submitted a current utility bill ...at least twice. If your employees could come together and find out the correct information then you would have my documents by now. Each time I ask I get a different email address

Dear itsmeagain1018, could you please specify to which email addresses you have sent the documents?

Could you please also forward the email to me at natalia.b@casino.guru?

Payments@supportcasinocenters.com

I also sent an email to an email that begins with documents, however, I can't find it in my sent box

Dear itsmeagain1018, I have checked your email and the bank statement you sent is indeed for 2022, it's clearly written on the front page the document covers the period of April-May 2022:

I would also recommend you to try to make a new picture of the utility bill, since there are also mobile phones that cover parts of the document. The whole document must be visible (all 4 angles).

WTH?? I will attempt to send the documents over again. Can I please, however, get a correct email address? Natalia, I do apologize.

I just checked on Lucky Legends and my $300 withdrawal request has mysteriously disappeared. I want to know where my money went

They are now stating that my debit card deposit is suspicious. I sent them a screenshot of the money that was withdrawn from my account

Dear itsmeagain1018, have you already sent the bank statements for the card you deposited with as asked by the support? As I can see from the screenshots, they provided you with the email address.

Yes I sent them the same screenshots I sent you.

Dear Lucky Legends Casino, would you please check if you can find any updated documentation from the player?

Greetings all,

We have still yet to receive the PDF format bank statement requested for wire transfer validation however the cash deposit is not suspicious, our 3rd party payment providers were unable to collect the deposit in question. It was declined by the issuing bank. It is correct that if the deposit was never collected then the withdrawal would not be valid, we will need a bank statement for that as well showing that the $30 deposit on the 3rd of April was processed and completed on your end itsmeagain1018. If you can provide that we should be able to overrule the decision to remove the funds from your account and move forward once the requested documentation is complete.

Best wishes,

Lucky Legends

I will look for the deposit on my account now

Dear itsmeagain1018, have you already provided the casino with the requested details?

Yes I just sent 3 screenshots as well as my April statement.

Hello Natalia, I was just wondering if you were still handling my case?

My apologies for the late reply to both parties!

Dear Lucky Legends Casino, could you please update us if the document was received?

Dear itsmeagain1018, could you please send it to me too? It would be great if you could provide the original PDF document of your bank statement.

Greetings all,

We see an email has arrived with an attachment however it is sent to the finance department so we are incapable of opening and viewing it. If you could please provide the bank statement showing the $30 deposit on the 3rd of April to Natalia in original PDF format it would be much appreciated. If we can locate the deposit in your bank statement we will notify the finance department to review the documentation as soon as possible.

Best wishes,

Lucky Legends

Thank you, Lucky Legends Casino.

Dear itsmeagain1018, if you can send me an original PDF of your bank statement (at natalia.b@casino.guru), then I will forward it to the casino representative so they will be able to push things a little bit.

Natalia, I have no problem sending you the statement. As you can see, however, if you read up a few responses, I specifically asked where to send the info and did as they asked. They are always changing it.

Dear itsmeagain1018, I'm sorry it takes so much time, sometimes it's complicated for different departments to get access to all the information, and it may take more time for reviews.

Anyway, let me know as soon as you send it and I'll forward it asap. So far, I haven't received anything from you.

Natalia, I have just sent you the email.

Dear itsmeagain1018, I haven't received anything from you since you sent me the link to the blank document.

Dear itsmeagain1018,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.