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 [email protected], 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 ([email protected]) 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.

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,

It is important to note that we have every intention of paying the funds here, unfortunately we are forced to follow the rules as dictated regarding bank wire transfer. Without a valid bank account which is eligible for wire transfer from our 3rd party payment providers we cannot issue payment in the form of bank wire transfer. That said we have contacted the requisite department to request Bitcoin as a one time exception for the withdrawal.

Once we have further information we will notify everyone here.

Best wishes,

Lucky Legends

Hello ambkelly23,

• Did you select the blue Change Version button in your bank account? Did you provide the casino with an account ending in 6171?

• Did you manage to contact the service department and try to resolve the issue with them?

• Would you be keen to withdraw the funds via Bitcoin?

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.

I apologize I didn’t see your last comment. I’m not sure what the blue change button is?!!? And yes I have provided them with my account info multiple times, and I have contacted them multiple times. I would be willing to withdrawal via bitcoin, but in there terms and conditions it states that my winnings will be void if I use bitcoin since it is not how I purchased initially.

Dear ambkelly23,

The casino representative stated that you can request Bitcoin as a one time exception for the withdrawal.

Dear Lucky Legends Casino,

Could you please give the player instructions how to withdraw the funds via Bitcoin? Should the player just paste the Bitcoin address here?

I'll be awaiting your reply.

Greetings all,

As promised, Bitcoin was requested as an exception but in this case it has been denied. We will request once again at top managerial level however it is highly recommended to start an account approved by our 3rd for electronic wire transfer ambkelly23. This is quite bit of money and it may be possible to start things moving via Bitcoin however even if we get approval it is unlikely that the entire sum will be possible to withdraw using this method.

Please work with our service department to provide an approved method of withdrawal ambkelly23.

Best wishes,

Lucky Legends

can you tell me exactly which bank to open an account?

And are you saying that as soon as I get an approved account that the entire sum will be sent all at once?

Dear Lucky Legends Casino,

Could you please respond to the player's questions?

I'll be awaiting your reply.

Greetings all,

For the safety of our players we use 3rd party payment providers and the maximum amount that can be sent via bank wire transfer is $2500 per transfer, in most cases these are spaced out by 7-14 days. Delivery times are generally 3-10 business days from payment by the casino to the 3rd party but can vary significantly based on the limits and transfer volumes of the 3rd party payment providers.

Our best advice is to review the banks most convenient to you and the types of checking accounts available, there is no static list of approved banks as this can change if a certain bank starts to deny 3rd party transfers to our players or creates other related issues in wire transfer from our 3rd parties. Government or Military banks, Credit Unions, and smaller banks are not allowed. Have a look and see what is available to you regionally ambkelly23 then contact our service department and they will let you know if this is an acceptable option.

Best wishes,

Lucky Legends

That is the issue im having. Pnc was recommended by your costumer service, so that is where I went. Then it was not accepted because my balance was too low, but nothing was ever said about the type of account until 35 days later

when I submitted a new statement reflecting a higher balance, at that point all the sudden pnc was not accepted. Now why would u have not

been told that initial when I submitted

my first statement?

so now that I’m asking directly-which bank is accepted, you can not provide a definitive answer. So it’s just a guessing game. After each opened account you require it to be open for 30 days before even submitting my statement, then it may or may not even be accepted. That def isn’t reassuring, especially since your terms and conditions state that after 2 years of inactivity, any winnings are void. 1 year of inactivity on my account is quickly approaching, it wouldn’t be hard to push me off for another year in order to not payout my winnings. I’m just saying, it sure seems like that is the direction we are heading in.

Tbh I’m still not clear as to why a paper check can not be issued seeing how it is def listed as an option for me to withdraw?!?!

Dear Lucky Legends Casino,

Could you please respond to the player's questions?

Would it be possible to withdraw some funds via Bitcoin or Check? This withdrawal process is already taking too long and it needs to be resolved as soon as possible.

I'll be awaiting your reply.

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,

Apologies, national holidays have slowed everything down for weeks now as many at an appropriate level for dealing with such things have been out of the office and working only 3 days per week, this department included.

Check is no longer available as a withdrawal option unfortunately, and per our previous statement PNC Bank is not an issue. It is the account type which is not approved by our 3rd party. We are hesitant to make specific suggestions as these things can change rapidly if deposits are being denied however our best (candid) suggestion would be to open a standard checking account (rather than Virtual Wallet) with PNC bank since you are already with them, changing account type should be a minimal inconvenience and perhaps would even include the transaction history from your previous account (if possible) to prevent any further delays.

Hopefully this helps.

Best wishes,

Lucky Legends

As previously stated my pnc account is a standard checking account. I’m not sure why you’re not understanding that part. In prior messages I attached my conversation with pnc bank verifying exactly that.

Dear ambkelly23,

Did you manage to follow the bank's instructions on how to change the account type?

"You should see a field that shows your current Virtual Wallet Edition. Simply move the slider to the next available version to review the account details. Please take note of any benefit changes. Once you select the version you want, click on the blue Change Version button. "

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.

I don’t know where you got that information from But that is not the case. I have again talked to the customer service people of PNC on the phone and they are stating that there is no other checking account other than the virtual wallet. It is just a regular checking account. If you remember, I posted screenshots which are Posted in the above form from the time before when I talk to them via message.

Dear ambkelly23,

The "button thing" was stated in messages from the bank which you have previously provided. If you did not switch it, you might still have a virtual account.

Would you be willing to create a new bank account based on the recommendation of the casino support? I believe that we will not move on if we stick with PNC Bank.

I'll be awaiting your reply.

as I stated earlier, I would be willing to start a new checking account. The problem is that they cannot tell me which bank they accept so idk where to open an account. Pnc was recommended by them initially, but that got me no where. My account with pnc has all the things they require-Swiss number and all.

and also, what happened to the bitcoin withdrawal that they spoke about?

Dear ambkelly23,

I recommend that you select a bank of your choice and inform us here. A representative from Lucky Legends Casino will then confirm whether it is accepted.

Dear Lucky Legends Casino,

Could you please inform us about the status of the Bitcoin withdrawal? Is it possible to use this option for at least part of the withdrawal amount?

I'll be awaiting your reply.

ok i did see that I could switch my account type through pnc, but all accounts are virtual accounts-which means nothing. These are the same as regular checking accounts-there is no difference at all. I still don’t understand why I would need to open a whole new account when I opened the pnc account only for the purpose of these transfers

Greetings all,

Unfortunately crypto withdrawals are only available to crypto depositors, bank wire transfer is the only available alternative in this situation. Our customer service department keeps an updated list of approved banks, if you review the banks most convenient to you ambkelly23 then check with customer service via live chat (24/7) they should be able to tell you which bank is the best choice.

Best wishes,

Lucky Legends

Dear ambkelly23,

I am afraid that without a checking account, you won't be able to withdraw your funds from the casino. Could you please let me know if you plan to create a new bank checking account? If so, please inform us upfront which bank you chose, so that the casino can confirm that it will be accepted.

I'll be awaiting your reply.

I do have a checking account that I opened only for the purpose of this transfer that was recommended by the casinos customer service with pnc!!!!

how about Bank of America? If it means I will get my winnings then by all means I will open another account.

Dear ambkelly23,

I understand this must be frustrating for you, but with your cooperation, you will certainly receive the funds.

Dear Lucky Legends Casino,

Could you please state whether the Bank of America will be accepted?

I'll be awaiting your reply.

Greetings all,

We have a colleague who is quite adept at sorting out these matters, we have reached out to him to see if he can be of assistance. He is out of the office today but will attempt to contact you via your registered email address ambkelly23, please reply to Alex and perhaps he can assist in navigating you through this situation.

Best wishes,

Lucky Legends

So is that a yes or no on the Bank of America.

-I have already spoke with customer service for months. Multiple different associates on multiple occasions…I never seem to get answers, which is why I have been forced to resort to using this forum.

Dear Lucky Legends Casino,

We would like to receive confirmation here that the Bank of America will be accepted for the player's withdrawals.

I'll be awaiting your reply.

Greetings all,

Please respond to the email from Alex on the 26th of June ambkelly23, Alex is a specialist in these matters and has been assigned to help you complete the process. As the list of approved banks and their available accounts is not static and is subject to change depending on the needs of the 3rd party payment provider we cannot make a blanket statement regarding the bank in question.

Best wishes,

Lucky Legends

Dear ambkelly23,

Did you manage to get in touch with Alex? Would it be possible to withdraw the funds to Bank of America account?

I'll be awaiting your reply.

The email said the same thing every other email said-they dont know what banks are accepted. So since it is so wishy washy about the bank situation, i feel like i should be able to withdraw using an alternative method-crypto or check. Both of which are options for me to pick on their website.

Lucky Legends Casino,

This matter is already taking too long, and the player should be paid as soon as possible. Therefore, please allow the player to use the crypto or check to withdraw the funds or confirm that the Bank of America will be accepted. If we do not receive any resolution promptly, we will be forced to close the complaint as unresolved. Thank you very much for your understanding.

Greetings all,

Alex is a specialist who has been assigned to assist in resolving this situation. The first step would be to reply to the email. We are not seeing a reply to our specialist, and unfortunately Bitcoin is not an option in this case. An alternative wire will need to be provided and the person most suited to assist you in making this happen is Alex, he has been waiting to assist since the 26th of June.

Once again, please reply to the email from Alex on the 26th of June ambkelly23. Your cooperation is essential in resolving this situation.

Best wishes,

Lucky Legends

Dear ambkelly23,

Could you please respond to Alex and let me know once you do that?

I'll be awaiting your reply.

• Please have him resend the email

And im curious as to why alex cannot just get on this forum to discuss this….

Dear ambkelly23,

Please let me know once Alex responds to you.

I'll be awaiting your reply.

Greetings all,

We have requested Alex send another email.

Best wishes,

Lucky Legends

I got the email and replied. The email that the specialist alex sent is the same copied and pasted email i have received a million times from this casino.

so just to be transparent, since alex wants to email instead of get on this forum, i have attached the email and my response.

i responded-

alex has already responded saying that pnc virtual wallet is not accepted and then the same copied and pasted email as before. It stated that my id and proof of address needs verification, i have already done that step 3 times back in 2024-and everything was verified.

Dear ambkelly23,

It appears that you have provided the casino with the virtual account bank details from PNC Bank. One option would be to contact the bank about how to switch the account, as they previously mentioned a switch button. Did you use this switch button? Another option would be to ask Alex whether the Bank of America is accepted, if this option is convenient for you. Please let me know how you would like to proceed.

I'll be awaiting your reply.

The switch button just switches my account between my savings and checking and spending accounts. They are all the same account and it changes nothing about the virtual wallet.:… which just means Online wallet for my CHECKING ACCOUNT. There is no such thing as switching the account. It is a regular checking account. That is what it is. I’ve asked Alex multiple times if Bank of America is accepted, and he cannot give me a straight answer still. It’s the same lines have been stating except for they wanted to get off this form more or less. Let me post a screenshot of our emails and then you can decide how to proceed..

Dear ambkelly23,

Thank you for your response and the information you have provided.

I have contacted the casino representative outside of the complaint thread with a question about whether the Bank of America will be accepted. I will set the timer on the casino, waiting for their response.

Dear ambkelly23,

I have talked to a casino representative outside of the complaint thread. They confirmed that the Bank of America will be accepted, but you will have to provide the bank statement with a positive balance and some usage of the account, meaning that you will have to have some deposits and withdrawals from that account. And the account will have to be a "non-virtual" spending account. Please make sure that this condition is fulfilled when creating an account. Could you please let me know if you will create an account with Bank of America?

Could you also try this advice from the PNC bank one more time?

"You should see a field that shows your current Virtual Wallet Edition. Simply move the slider to the next available version to review the account details. Please take note of any benefit changes. Once you select the version you want, click on the blue Change Version button. "

I'll be awaiting your reply.

Like i stated before in regards to the pnc account, that slider changes the account from my spending account to my savings account all of which are still virtual. Which means nothing because the regular accounts. And yes, I do plan on starting a account with Bank of America when I get paid on Monday. And then I have to wait 30 days with usage on the account for them to only withdraw 2500 at a time, they can only withdraw one time per month…. That is if this even works. But I’m sure we’ll hit another snag before we get there. In my opinion since it’s been a year, they should withdraw all my winnings in one transaction. But please don’t close this thread until we actually find out if they are going to take the Bank of America. Because like I said before they are the ones that suggested the PNC account only to find out that they wasn’t gonna be accepted after I open the account waited the 30 days and all that. All of this just seems crazy, I’ve never in my life had so much problems trying Trying to withdraw winnings from an online casino.

Then there is this. mind you I’ve made multiple crypto deposits to their sister inclave casinos.

Dear ambkelly23,

Thank you for your response.

Please let me know once you create an account at Bank of America. In order to receive the funds via crypto in this casino, your winnings would have to originate from the crypto deposit, which is not the case. Please make sure that you create a spending account and not a virtual one. So we can avoid a situation like that with the PNC bank.

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.

My pnc account is a regular account, just like i have been saying… with proof to back it up. It has all the requirements they need to send the $. There is no other type of account that pnc offers, refer to the screenshots of my chat with pnc costumer service.

The problem is that these banks are over an hour from my house and plus have a min dollar amount you must have in order to open an account. Not to mention i work full time and i am a mother to 6 children. so as soon as i get the extra cash and time the first thing i will do is open a new account.

Dear ambkelly23,

This complaint is already taking too long, and we need you to cooperate accordingly. Can we close the complaint for now and reopen the case once you have created an account in Bank of America? You will need to have some account activity, and the account will have to be open for over a month in order to withdraw the funds to the bank account. You will be able to reopen the complaint anytime.

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Stefan
Casino.Guru