Lucky Legends Casino - El jugador aún no ha recibido las ganancias.

They won't even answer me about when i might receive my winnings

Dear brewersandra797,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear brewersandra797,

Have you received your withdrawal from the casino yet?

No I have not

Thank you for your reply, brewersandra797. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

Thank you.

No this is my first time to try to withdrawal. Yes I got verified and used the reward I got for verifying a while ago. I play so much I can't remember exactly but I'm pretty sure I had to make a deposit that morning. I wasted $100.00 that morning between the three casinos I play on here

this is my first time to try to withdrawal. Yes I got verified and used the reward I got for verifying a while ago. I play so much I can't remember exactly but I'm pretty sure I had to make a deposit that morning. I wasted $100.00 that morning between the three casinos I play on here

Any news yet

Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Also, have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I emailed you screenshots of my interaction with them. Thank you

Thank you very much, brewersandra797, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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.  

Hello, brewersandra797!

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

Greetings all,

We had a look and we see no history of a win in the casino account attached to the provided email address, we see only a series of free chips played in April of 2023 and no cash deposits or other activity aside from a login and (unsuccessful) attempts to redeem additional free chips in January of 2024. Did you perhaps sign up for an additional account using different credentials brewersandra797? There is nothing in this account we would be able to assist you with.

Best wishes,

Lucky Legends

This can't be the same casino. I have screenshots to prove what I said.

brewersandra797, can you clarify what is redemption request?

I have three now. The one I complained about is 7/15/2024 for 400.00$

Have you ever made any real money deposit to your Lucky Legends account?

Yes

Could you, please, go into your casino account and make a screenshot of your transaction history so we have proof that you have made deposits? Can you also write the e-mail to which your Lucky Legends account is bound once more?

Lucky Legends Casino, could you, please, double-check if the player had not indeed done any deposits? It seems from provided screenshots that there were some successful deposits, but we would need confirmation from you. Could you, please, also explain what do these redemption mean and if the player is available to reach certain VIP level without making any real money deposits?

Greetings all,

These screenshots are not from Lucky Legends Casino, can you please provide the URL (web address) for the casino you are playing with brewersandra797? There is a fake Lucky Legends app available only on the apple store which has been popping up in more and more complaints recently, this app has identical visual elements as the screenshots provided.

Best wishes,

Lucky Legends

I don't know much about any of that kind of stuff. I can try to find whatever that is

brewersandra797, can you, please, tell us if you have played on luckylegends.com or a page with another address? Also, could you, please, make a screenshot of an e-mail with the deposit confirmation from the August 15th where we can see the e-mail of the casino clearly?

I have it downloaded on my phone. I can't find a URL. The email on deposit is different from email on redemption so I'll send both

I just received an email from them about the July 15 redemption. They want me to contact them and something about issues with my account. Of course

And now I just went on the game and they have added the $400 back on the game

Yeah, well, judging by the e-mail address from the screenshots, it seems like you have really stumbled upon a fake version of Lucky Legends. Please, delete the related app from your phone and do no deposit any more funds there. Ones you have sent to them are most likely lost. Either way, unfortunately, your complaint is not related to the real Lucky Legends, therefore, we cannot help you. Please, be more careful in the future and always double-check pages on which you deposit your funds. Be safe!

Pavel K

Casino Guru