Lucky Legends Casino - 플레이어의 탈퇴가 지연되었습니다.

I originally deposited with a bonus but was able to complete play through and a withdrawal request through bitcoin was made and finally received. I made a second bitcoin withdrawal request on July 10th and the casino told me that the first request through bitcoin was an exception and I would need to submit information for a wire transfer. I submitted the information for wire transfer to the same bank account I had made my deposit with BMO bank. The casino replied they are not able to send to BMO Bank with no reason given. I submitted a second checking account for the wire transfer and they asked for a bank statement this time and they stated there hasn’t been enough activity in my Capital One checking for a wire transfer. I then asked for a paper check to be mailed and no response when the previous responses were received right away.

Dear Devdevrae,

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. 

• Do I understand correctly that despite using a Capital One checking account on a regular basis, the casino didn't accept this option as a valid method for a payout?
• Could you please explain which deposit method have you opted for when making deposits in the casino?

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

I have submitted wire transfer instructions for two different banks. The first was the same checking account that I used the debit card to make the original deposit. That is my main account with BMO bank. That was denied because…..? I don’t get a valid reason behind that. I then submitted secondary checking account information which true doesn’t have very much activity, it is my secondary checking account, however that doesn’t at all mean that it is unable to receive a wire transfer. The terms and conditions for wire transfer are met by both accounts I have submitted. I prefer wire transfer to my primary checking account. Last resort paper check is not really acceptable due to how I will I be able to track it was ever even mailed.

To clear things up a bit:

withdrawal request one: Bitcoin same wallet that I previously received a $500 withdrawal request in. Denied for the $2000 due to an exception was made for the $500. I was never informed that an exception had been made.

withdrawal request two: my primary checking account BMO Bank wire transfer which is the same account I used to deposit. Wasn’t asked to send a bank statement. Denied due to they are unable to send to that bank even though my bank said it wouldn’t be an issue.

withdrawal request three: casino requested a bank statement with the wire transfer information. It is a secondary checking with Capital One so my bank statement didn’t have any activity. Denied due to lack of activity.

Still no response on a paper check getting mailed.

Thank you very much, Devdevrae, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Thank you for your assistance.

Hi Devdevrae,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Lucky Legends Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify why the player cannot withdraw to the same bank account from which they used to deposit?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Thank you.

Greetings all,

We have reviewed the situation and will see what can be done to assist, if anything else is required we will inform everyone here.

Best wishes,

Lucky Legends

Thank you

My initial $2,000 Bitcoin withdrawal request is now showing as approved as of 8/9/24. I have not yet received the amount but the timeframe after approval is 7-10 business days.

However I haven’t received any messages on how it will be sent and would like to know that information since multiple methods were discussed.

Thank you for the updates, Devdevrae. It may take some time until the payment will be processed, please, keep us informed. I hope you will receive the money soon.

I am still waiting for the payout on the first request. I would like to know how it will be paid.

I have requested a second $2,000 withdrawal through wire transfer from my primary bank and I waited the appropriate 7-10 business days to inquire about it and I’m told I need alternative bank information. my bank is 4th on the option of banks to choose from for a wire transfer but I am told they are not able to send payouts to that bank. I’’ going in the same circle as the first withdrawal that I have been waiting over a month for. how can this be resolved?

Dear Lucky Legends Casino, can you please specify for Devdevrae what payment method was used to process the first payout?

Is there any news about the BMO Bank? Isn't it possible to process the second withdrawal to the bank?

The associates at the casino have told me the first $2,000 payout will be the original request Bitcoin. It’s still within the timeframe after approval to be received. Approved on 8/9 with 7-10 business days to receive.

i still haven’t been advised why BMO is not acceptable. I have been told to provide an alternate account which will be the one with not enough activity. It’s the same circle.

Sorry. I just wanted to say that the casino has three valid options for my payouts which all comply with their own posted terms and conditions. These are all extra requirements delaying my payments.

I finally received my first request of $2,000 in Bitcoin that I was told wasn’t able to be done in Bitcoin. Thank you.

the second request for $2,000 I’m being told again, no to Bitcoin, my primary checking BMO Bank which follows all guidelines I’m still being told no with nothing to back it, my secondary checking also follows all guidelines but I’m told to build up some account t activity and then send a new statement. I was told the bank might thing the wire is fraud. But I was also told it’s my responsibility to ensure my bank will accept it. Not the casino’s responsibility to decide that my bank "might think it’s fraud due to low account activity".

I am request the withdrawal to be sent to my Bitcoin Wallet just like the one I received today.

I would like for us all to get this accomplished so we can put this behind us as complete. I won’t even ask for the final $150 withdrawal request. You can keep it.

Thank you for the updates, Devdevrae. I'm glad to hear you successfully received the first payout.

Do you understand correctly you have already requested the second withdrawal via Bitcoin instead of bank transfer?

I didn’t update the withdrawal request to Bitcoin because I was told I have to build up some activity in my second checking and submit that information again for this wire transfer. I have already updated my direct deposit information with my employer and ordered a debit card for that checking account just for this purpose. That’s a lot of work to start using my secondary checking as primary just to get an incoming wire transfer.

I am more than willing to update the request to Bitcoin once told that I need to. That’s what I would prefer.

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.

Thank you for your help with this.

Greetings all,

We have escalated the next withdrawal in line to be reviewed for approval, if you could kindly come to our service department and update your Bitcoin address it would be much appreciated Devdevrae.

Best wishes,

Lucky Legends

I contacted through chat. I did have to convince Robert that it needs updated to Bitcoin but I am to check for the update in 24-48 hours.

I really appreciate everyone’s help with this. I’m not sure where the communication gap is but happy for a resolution.

Hopefully a happy ending.

I’m being told the same exact thing now. I’m so tired of this. They are asking for my word details that they already have. They then ask for the secondary info and say that’s not good either. I’m soooo tired of this. Please help. He said it’s going to wife transfer. I font know where to because I was told my two banks are not acceptable. I don’t know what or where.

I received this in email this morning after emailing Bitcoin information:

Hello Devon, 

Thank you for the email. Unfortunately, Bitcoin payout was available only as 1 time exception on your account. Any further withdrawals can be paid ONLY via wire transfer. Please provide us with Valid wire details and 1 month old Bank statement for it (no BMO bank accepted).

Kind regards,

--

Lina

Finance Agent

Hello Devdevrae,

We would like to update you that due to Natalia, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Natalia has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Natalia will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you. I’ll have my bank statement tomorrow for my secondary checking account which I switched everything to so I can have enough transactions for the wire transfer.

Dear Devdevrae, thank you for the updates. Please, let me know as soon as you have everything uploaded/sent to the casino, and I'll ask the casino representative here to check the details with the department in charge.

Of course. It’s discouraging that I’m asked to completely restructure my finances to get a withdrawal. No reason was ever provided for BMO Bank to be "unacceptable" and Bitcoin withdrawal is by exception only. I’ve proved my identity. All the required documents are submitted for the initial deposit and this is still a withdrawal from the original deposit method. I feel an "exception" should be made again for a Bitcoin withdrawal over the requirement for me to switch banks as this has been over thirty days since original request.

I will keep everyone updated here.

Thank you

I called the bank and my bank statement won’t be available until the 7th- 11th day after closing date. Now I have to continue to wait due to this extra requirement that is not noted anywhere on the casino website.

I the meantime I made a deposit that included a small bonus using the same BMO Bank card as this deposit was made with at an alternate casino. When I completed the playthrough and went to request withdrawal, there a a request for verification documents to be submitted through the website. I submitted the front and back copy of ID and the bank card through an online link. Customer service advised it would be about 5 days for review to be completed. The casino emailed ME and advised my documents had been reviewed and cleared. (I have always had to contact Lucky Ledgends multiple times for the status on anything, never received emails advising of any problems unless it was in response to my outgoing email with wire transfer information)

Once my documents were verified showing I am the owner of bank card and all registration information matched my identification, I was able free to choose a withdrawal method. I submitted a request for Bitcoin withdrawal and received three emails within 25 minutes advising the status of my request. The third email was an approval confirmation and my Bitcoin wallet had the funds within 15 minutes.

The withdrawal request I submitted to Lucky Legends was made on 7/30. It shows approved as of 8/22 17 business days and only after escalation. The approval shown is not actually approved according to customer service as of today.

It is beyond me how my withdrawal has been such a drawn out, nearly impossible process. I am verified as the same card holder and person registered. Funds are won from the same deposit that was sent in Bitcoin twice already but I had to ask my employer to change my payroll direct deposit account information and change all my bill payment accounts to a different bank because the casino decided my bank will think the wire is fraud due to low activity. That isn’t even the responsibility of the casino to decide if my bank will think it’s fraud or not. If the bank thinks it’s fraud they will place a hold on the funds and that will be between me and my bank to discuss.

I’ll have my statement submitted once received. Still just being compliant and patient with any request from the casino with a smile on my face. 😀

Hope everyone has a great day.

Bank statement and wire details are submitted.

Dear Devdevrae, my apologies for the delayed reply. Now I'm back from vacation and will keep up with the updates much faster.

Dear Lucky Legends Casino, please, check the most recent bank statements and wire details the player provided.

They have stated 12 to 14 business days to receive my wire transfer now. Wait and see.

Dear Devdevrae, were you informed about it by the casino support/live chat? So the withdrawal request seems to be finally approved?

I'll extend the timer for 2 weeks, let's see if you get the payment in this timeframe.

i received the information as a reply to my email when I submitted the bank statement.

Thank you again. I will provide an update once the wire has been received. .

Greetings all,

Just as an update, all the necessary information was recieved for bank wire transfer and payment was sent by the casino to our 3rd party payment providers on the 5th of September. In theory once the casino has made payment it is around 10 business days on delivery. Hopefully we see payment forthcoming in the following business days.

Best wishes,

Lucky Legends

Update - still waiting to see the transfer come in to my bank account.

Dear Devdevrae,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Nothing new. I haven’t see any signs of a received wire transfer to my checking account. My bank did say an international wire would take 3-5 business days for processing once received. I’m hoping to see it by the end of the week. I will advise as soon as I know of something more.

Thank you again.

Nothing yet.

Dear Lucky Legends Casino, can you please check if the withdrawal is marked as processed within your system? Or do you have any information from the payment provider about the status of the player's withdrawal?

Thank you. I chatted with them online and they aren’t able to tell anything except it will be received soon. No other information.

I emailed Lucky Legends Casino for an update since it has now been 19 business days since the wire was "initiated" and was provided the following information:

"We are sorry to hear about the payout delay. Your payout will be treated as a priority, so you can receive funds in your bank account in a shorter time, approximately 7-10 business days."

😀

Greetings all,

The payment status is indeed still marked as unconfirmed in the system, there are currently no known delays with the 3rd party payment provider but we will have our payouts department reach out to them and see what the holdup is and if possible force the payment through on your behalf Devdevrae. These situations are rare but not unheard of, the 3rd party payment system surrounding all banking transaction (including incoming credit card payments) is far less than ideal however quite important, especially with US based players. We will comment back once we have new information.

Best wishes,

Lucky Legends

Thank you for the update. I am staying optimistic for a positive outcome.

I received my wire today. Thank you to Casino Guru and especially Natalia. Thank you to the employees at Lucky Legends that pushed this through. I had given up but thankfully this can be closed as completed with no negative feedback.

Best,

Devon

Dear Devdevrae,

These are great updates! I'm glad to hear that your issue has finally been resolved. I'll mark the complaint as 'resolved' in our system. Your cooperation during the case was very much appreciated. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Natalia

Casino.Guru