Lucky Legends Casino - 플레이어는 출금 지연 및 계정 문제를 경험합니다.

in early November, I had deposited at Lucky legends Casino, and received a deposit bonus. After playing through the play through amount. I hit the jackpot for nearly 12 K. I immediately read through the casino terms and conditions, so I did understand that they would take their bonus money back right off the top of my winnings. I also immediately messaged customer service to find out how to process my withdrawal.. although they were four options for making a withdraw I was told my only option was the wire transfer. Since I didn’t have a bank account that accepted international wire transfers I insisted on a paper check. I was told that that was no longer an option. I argued because it was still listed, not only as an option for me to choose, but also in their terms and conditions. My request was declined and I was told the only way to get my money was to open an account that accepted international wire transfers and have it open for 30 days with a minimum of $50 in the account and continuous activity on the account. I kept in touch with customer service throughout these 30 days and asked multiple different times if there was anything else that I needed to do while waiting. I was told that everything was already in place as far as my identity verification and all other documents that they would need. So they just told me that all I needed to do was wait the 30 days before I processed my withdrawal request. During this 30 days, I had made contact with customer service here and there just to keep in touch. But after the 30 days was over on December 6, I actually made the withdrawal request because my account had been open for 30 days with activity. It was my understanding that it takes 10 days for them to approve the withdrawal. After 10 days, my account still said pending withdraw. So again I contacted customer service and was told that I needed to submit a bank statement and proof of address. I didn’t understand why they didn’t tell me about any of this at the beginning when I asked if there was anything else I needed to turn into them. When I asked them about it they pretty much just told me to do what they say if I want my money. So I did. My address verification was approved, but my bank statement was denied because I had a negative balance on my account. I was told to either provide an alternative method for the withdrawal or bring my account to positive balance and resubmit a statement. So I waited for 30 more days until my new bank statement came out. At this time, I had a balance of over $1000 in my account. I provided the statement to the email that they told me to send it to. I immediately got a response back, asking for my username and which casino I used. I provided that information. That very same day they messaged me saying that they could not send wire transfers to my account and would not accept PNC Bank as a bank, even though I provided the Swiss number and all the other information that they needed to make the transfer. They recommended that I open another account with another bank in order to receive my money. When I ask them questions as to why my bank isn’t accepted, even though that it was a bank recommended through their customer service I would I do not get any response. It has now been a few days and I have not gotten any replies back from them at all. at this point, I have told them that if they cannot transfer the money to my bank account, Then I Should have the option of getting a paper check, But again, I have not heard from them in a few days. Below I have provided screenshots of the emails and some of the chats that I have screenshots of. Hopefully, you can help me obtain the money that is rightfully mine, Because I am getting nowhere up by myself. i have so many attachments as far as chats and emails that it i have reached the limit so it won’t let me attach anything else.

Dear ambkelly23,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you received any official documentation from the casino outlining their withdrawal policies, particularly regarding accepting specific banks for wire transfers?

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

I have not received any official documentation from the casino regarding the international wire transfers: the information I have is from chatting with customer service and also what’s listed in their terms and conditions. Which isn’t specific at all. I have never made any successful withdrawals. And my identity has been verified. I will email you all the screenshots I have. Thank you for your time.

Dear ambkelly23, have you managed to find a solution with them yet? Are there any updates?

no they have failed to reply to my last email. i was hoping that you had found a solution, because im getting nowhere with them. ty

are u there?

Thank you very much, ambkelly23, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.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.

are you going to forward all the emails i sent you of the chat transcripts to stefan as well?

Hello ambkelly23,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Lucky Legends Casino representative to join this conversation and participate in resolving this complaint.

Dear Lucky Legends Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

ok tysm. i appreciate your help.

Greetings all,

We have reviewed the situation and superficially all looks well with the win and the funds in question, it will still need to be reviewed by the approval department but we see no reason on review that the funds should not be eligible for withhdrawal. The only issue we see regards means of withdrawal, there is no valid method of withdrawal on file in the account. For the safety of our players we use 3rd party payment providers for all banking transaction to and from the casino. These 3rd party payment providers have a rather strict criteria of which banks and types of acccounts they can transfer to. Unfortunately PNC Virtual Wallet accounts don't satisfy these criteria.

In order to proceed ambkelly23 you will need to work with customer service and provide them with the requested information. Once the documents are in order and the bank account is approved within the account we can move forward.

Best wishes,

Lucky Legends

pnc bank was recommended to me by the casino customer service. so that’s the account i opened in order to receive the withdrawals, only to be informed after the 30 day active account wait period that they would not accept that account. so I asked them which banks are accepted so I can be sure not to have this problem again. Customer service at that point could not provide me with a straight answer on which banks are accepted in which banks aren’t. I was told to just open another account and provide the number numbers and they would tell me after the 30 day wait. If they accepted that bank or not.

Another problem that I have came across is that I have just requested a paper check for the winnings, which is listed in their terms and conditions, and as an option for me to choose for withdrawal. At that point, I was informed that that is in fact, not an option.

so at this point, I feel like what they are doing to me is just refusing every single option that I have. I’m assuming that they’re waiting for the two year marker so they can shut my account down for inactivity as stated in their own terms and conditions. Which in my opinion is not fair. I have jumped through all kinds of hoops in order to receive my winnings. So I’m really at a loss at which bank to go through to open an account. Wait for the 30 days, and just hope that maybe they accept that Bank. But it will be a shot in the dark because they cannot provide me with any information on which banks are accepted and which banks are not. any suggestions?

Dear Lucky Legends Casino,

Could you comment on the situation?

I'll be awaiting your reply.

Greetings all,

It is the nature of the account itself at issue, where PNC Bank is an approved bank for our 3rd party payment providers the Virtual Wallet account is different in the respect that it is not an actual checking account, as stated it is a virtual wallet. Our 3rd party payment providers need a checking account (which has been active at least 30 days and in good standing) in order to transfer funds.

Best wishes,

Lucky Legends

your wrong. it is a checking account. attached is my conversation with pnc costumer service.

Hello ambkelly23,

Has your PNC account been active for over 30 days?

I'll be awaiting your reply.

yes, i have had

this account for over 3 months.

Dear Lucky Legends Casino,

It appears that the player meets the requirements and should be able to receive the funds in his bank account. Could you comment on the situation?

I'll be awaiting your reply.

Greetings all,

It appears nothing has changed, out 3rd party payment providers are unable to transfer to this particular type of account (Virtual Wallet), until a valid form of withdrawal is available we will unfortunately be unable to move forward with the withdrawal. We would highly recommend contacting our service department and seeking their assistance in resolving the matter.

Best wishes,

Lucky Legends

Hello ambkelly23,

Did you provide the casino with a correct checking account ending with 6171?

I'll be awaiting your reply.

Dear ambkelly23,

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.

yes i did.

Dear Lucky Legends Casino,

I believe that the player has provided you with the correct checking account according to the communication with the bank. Could you doublecheck the information with the payment provider?

I'll be awaiting your reply.

Greetings all,

We cannot see any change in the situation here, Virtual Wallet with PNC Bank transfers cannot be processed by our 3rd party payment providers. We will require a different account which they are willing to make the transfer to before we can proceed. We would suggest contacting our service department and working through the issue with them ambkelly23. Once again, without a valid method of payout on file we are at a standstill here.

Best wishes,

Lucky Legends

Dear Lucky Legends Casino,

The player provided us with proof that his account is a checking account. Failing to pay the player his funds will be considered as non-cooperation and the complaint will be closed as unresolved, which might lead to lowering the safety index on our website.

I'll be awaiting your reply.