test - プレイヤーの撤退が遅れています。

I requested to receive my winnings on the 6th of june and was told that it would be 7 business days for processing. I have reached out many times to try to work with them, but I fail to get a response.

Hello J.steely,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Lucky Legends Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hey Nick,

Thanks for getting back to me. My account has been verified for some time, the exact date I am not sure I had actually received $200 in previous earnings before this issue.

The winnings were from cash deposits made. The last response I got from them was over a week ago. The responder stated that they were sending my redemption to the appropriate team. No responses to any of my questions since

Hello J.steely and thank you for all the information provided. I will now forward your complaint to my colleague Kubo (jakub.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Wanted to follow up and see if there was any progress in this case

Dear J.steely,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Lucky Legends Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Lucky Legends Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's withdrawal?

Thank you in advance for your response!

Best Regards,

Kubo

Greetings all,

We had a look and the email address provided does have an account attached to it, however the account has no history of deposit, a win, or a requested withdrawal associated with it. Only free chips that were redeemed and played to zero (3 consecutive free chips without cash deposit). We looked for any secondary or peripheral account and couldn't locate anything. Could you please provide us with your username J.steely? We will be happy to look further into the issue.

Best wishes,

Lucky Legends

Dear Lucky Legends Casino Team,

Have you been able to locate the player's account yet? Could you please provide additional information regarding the case?

Thank you for your assistance.

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.

Greetings all,

We were unfortunately not able to locate an additional account under any of the provided credentials. Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Lucky Legends

Here is a link to the T&C’s for the app I am referring to

https://asselin.life/tos.html

Dear J.steely,

Could you please send me the link to the casino's website? Additionally, if you have any email communication with the casino, forward those messages to my email address at jakub.m@casino.guru.

I suspect that the casino you registered at might not be the actual Lucky Legends Casino, since the link you provided doesn't lead to the legitimate Lucky Legends' Terms and Conditions page. Additionally, you mentioned using an app. Does this mean you've downloaded a casino's mobile app for your phone? If so, please provide screenshots from the app, including its icon, if possible.

Thank you in advance for your cooperation.

Dear J.steely,

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 this case further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Best Regards,

Kubo