Lucky Legends Casino - プレイヤーの退会リクエストは拒否されました。

I am fully verified at this casino and never made a withdrawal although I checked if they needed me to send anything before making any request and they reassured me I was good

I used a casino bonus no wagering to which was $200 I won about $4000+ and made a withdrawal request for the amount of $2,500 via BTC … I then played some more with like the remaining $3000+. Shortly after the casino rejected my withdrawal request for the $2,500. I’d like to point out that I only played slots when I wagered and won the $2000+ and most definitely didn’t win after redeeming back to back free chips! They denied every chip before that so that's a lie. And then they took a coupon reversal withdraw. Which meant that everything after that was mine!

Dear brandon35p,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lucky Legends Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise if the casino specified any rules being broken as justification for the confiscation of your winnings?

Have you contacted casino support? What was the response you received?

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,

Tomas

They claimed I redeemed back to back free chips but they denied everyone. And then they finally redeemed one so that rule doesn't apply to me. I've contacted support and they kept lying.

I have proof that I didn't break any rules!

Could you please show what your transaction history looks like leading to September 12th? You can post screenshots here or send the information to my email at tomas@casino.guru

I've emailed what you requested, Mr.Tomas.

Thank you very much, brandon35p, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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.

Hello brandon35p,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Lucky Legends Casino to join the conversation and participate in the resolution of this complaint.

Dear Lucky Legends Casino,

Can you please explain why the player's winnings were confiscated?

Kind regards,

Adam

Greetings all,

We have had the opportunity to review the account in question and unfortunately the win is the result of the 10th consecutive free bonus in the account without subsequent cash deposit. The terms and conditions of the casino state that only one free chip is allowed between cash deposits thus the requested withdrawal was denied.

Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Lucky Legends

Thank you for the evidence provided, Lucky Legends Casino.

Dear brandon35p,

According to the account history provided by the casino, although you have indeed had many requests for free bonuses denied, you have also successfully redeemed 10 free bonuses in succession, dating back to 05/06/2023. You have not made a deposit until 29/9/2023. Consequently, the casino has acted in accordance with its terms and conditions on this occasion and we are unable to assist you any further with this case. The complaint will therefore be rejected.

I am sorry I could not be of more help on this occasion.

Kind regards,

Adam