Lucky Legends Casino - 選手の退会が遅れました。

Submitted withdraw on Jan 13 was approved on Jan 19 and have yet to receive it. My first contact other customer service they said it would be 3-5 business days because I was using bitcoin withdrawal so I contacted them after that time frame and they said 7-10 for approval 7-10 to be paid and 7-10 to be sent but website just says 7-10 for approval and 7-10 after approval to receive your money now their just making up exudes and cannot answer why I haven’t received my money

Dear Jonnaponna,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

The withdrawal was approved on the 19 th of January it doesn’t show on my account any more and I was told I would have my money by February 2 at the latest this is my second withdrawal from lucky legends the first one was Jan 3 and I received it in 24 hours and yes I have been kyc verified

Thank you very much, Jonnaponna, 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 best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Jonnaponna!

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!

Thank you so much for your help I’ve not been able to get resolution on my own with the casino so I appreciate your help very much!

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team

Hello, Jonnaponna!

We have reopened this complaint because we have received the information from the casino representative that your funds have been paid out around the time of the complaint. Can you, please, confirm it?

Dear Jonnaponna,

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.