Lucky Legends Casino - La cuenta del jugador ha sido bloqueada.

My god I am So Distraught!

I wish I had read reviews here in Casino Guru before I accepted the no deposit bonus from this casino.

But that did get spent and I had fun doing it. I liked this new casino a lot. 

So, then I deposited 15$ to play some more on this casino and I lost that too. A little later on I decided to give it one more go and take my second deposit bonus and played another 30$. I won nothing again but was thoroughly enjoying the casino.

A few days later I got an email telling me that I had 10$ weekly cashback in my account so I went, and I played through my requirements and I stuck to all the rules and did not breach anything during the playback period until the requirement was completed. Then I accidently on one game slipped and clicked the maximum bet button on my next spin well after my requirements were met and I won big. I kept playing and winning on that and other games and got up to $10,000 and could not believe it. Then I made sure that I got verification for ID and all the requirements were met to withdraw.  

I put in for a 2500$ withdrawal, as that is the maximum amount allowed at a time.  I then waited seven business days and then went into my transactions to see if anything had happened and I had a 30$ chargeback on my account.

I thought that it was a charge for the withdrawal of 2500$ I requested. So a couple more days go by and I go on chat at the casino  and speak with a really nice lady and asked what was a chargeback because I had no idea. She looked into it and said that I had a charge come back and that I was not to worry about it because they already took the thirty, but I still owed 75$ and 105$ for fees for the chargeback and if I agreed, they would just take the rest owing from my withdrawal once it is approved. Those were pretty much her exact words

I was so grateful because I stupidly spent my bill and food money on spoiling myself counting on my winnings. Never ever have I been so excited. Well now I am literally starving and have no toiletries or anything and telephone is cut off already, next is my internet and power.

After that conversation I went in to look at my bank account because I had some fraudulent transactions and thought maybe one of them was lucky legends. May have got included in those if I did not recognize the payment company. I already felt terrible and feared I would lose the winnings because I would not have been entitled to the 10$ cashback.

Well now I am not sure if it was my bank accidentally or if it was Lucky legends who reversed that 30$ payment but the money was there and there were three transactions for the same payment. The first going to Lucky Legends and the second going back to my account and then the third going back to Lucky Legends so there should not have even been a chargeback because the money did go to them.

Now I go back to the casino and talk with a gentleman in Chat and tell him what has happened and that I believe there is a mistake at their end and I am not mad or anything and had no attitude. We chatted good with each other and then he put me through to the lady I talked to the first time because she knew about this transaction.

I sent the actual transactions you see in mobile banking and then the copy of my original monthly statement and showed that they were in fact paid. She looks at it for a while and the comes back and says she will pass the info onto the right department and for me to get back in touch later.

I waited patiently until the next day and went to sign in to see if they agreed and could see it was an error and I kept getting a message "OOPS SOMETHING BAD HAPPENED" and never got back in. Never got any reply to my email messages and never heard even one word of some sort of explanation as to why they just kicked me to the curb and sent me into a mass depression and turmoil that I am still in.  Without a word of a lie, I am hungry, and frustrated when I was fully entitled to the $10,000 that I won.

I have no food for my dog and my bills are all unpaid. Great for my credit for sure.

How can they do this to someone. I am so distraught and really do not deserve this the one time I win big I get shafted.

I am disappointed in Enclave too which is an identity verifying company because they do business with this casino, and I trusted them so in turn trusted the casino that used my identity with them to sign me in and open my account.

Date of experience: February 23, 2023

Dear jacquiekaszas,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please forward any relevant communication to petronela.k@casino.guru? Do I understand correctly that your winnings were accumulated entirely from a cashback bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Thank you, jacquiekaszas, for your email. Since you stated that your entire winnings were accumulated from a cashback bonus of $10, I checked the general bonus terms and conditions, and this is what I found (here):

Weekly Cashback

The Weekly Cashback bonus comes with a 40 times playthrough requirement for Slots, Keno, Scratch Cards, Bingo; a 60 times playthrough requirement for Table Games and Video Poker. And excludes play in Baccarat, Craps, Roulette, Pontoon 21, Pai Gow Poker, Sic Bo, War, and/or ‘Shooting games’ -e.g. Fish Catch.

The Weekly Cashback is calculated on all deposits (minimum $50) which were made over the previous 7 days.

Unless specifically stated otherwise, the Weekly Cashback bonus comes with 2 times maximum allowed withdrawal(minimum $100).

Monthly Cashback (For VIP players only)

The Monthly Cashback bonus comes with a 30 times playthrough requirement for Slots, Keno, Scratch Cards and, Bingo. wager requirements, 60 times playthrough requirement for Table Games and Video Poker; and excludes play in Baccarat, Craps, Roulette, Pontoon 21, Pai Gow Poker, Sic Bo, War, and/or ‘Shooting games’ -e.g. Fish Catch.

The Monthly Cashback calculated on all deposits (minimum $50) which were made over the previous month.

Unless specifically stated otherwise, the Monthly Cashback bonus comes with 1 time maximum allowed withdrawal (minimum $100).

Please understand that if your winnings were accumulated from a cashback of $10 entirely, you would be entitled to a maximum cashout of $100. If that's the case, I will adjust the disputed amount from $8,900 to $100.

I have sent you an email requesting some more documents to analyze the issue thoroughly. Looking forward to hearing from you. Thank you in advance.

No, you are not understanding that correctly it says that the minimum is 100 to withdraw and that you can earn two times the maximum withdrawal limit and the maximum 4withdrawal limit is 2500, not 100. So that means that I could only have two times my maximum withdrawal which would be two withdrawals of 2500

Could you please advise how much was your cashback bonus? In your first comment you stated that you received a $10 cashback bonus, is that correct?

A few days later I got an email telling me that I had 10$ weekly cashback in my account so I went, and I played through my requirements 

Thank you.

Yes 10$

Please understand that you are not entitled to cash out more than $100.

Weekly Cashback

Unless specifically stated otherwise, the Weekly Cashback bonus comes with 2 times maximum allowed withdrawal(minimum $100).

Monthly Cashback (For VIP players only)

Unless specifically stated otherwise, the Monthly Cashback bonus comes with 1 time maximum allowed withdrawal (minimum $100).

The maximum cashout limit is 2x rewarded bonus ($10 x2 = $20) however, the minimum is $100.

Could you please try and request a new withdrawal in the amount of $100? Please keep me informed about any further developments.

Dear jacquiekaszas,

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 would like to do that for sure but kind of impossible when I cannot get into the casino . I am locked out and not for a justifiable reason either. I still do not get your explanation of that it says a minimum of 100$ not maximum for withdrawal and it says 2 x the maximum amount of withdrawal and my maximum amount was 2500 that is the way this is to be understood by me a minimum means the least so there has to be a most that is above 100$ you cannot cash out anything lower than 100$ is what that means,

If that is not what it means then it needs to be worded differently because any way you look at that I am correct in my explanation. IF there is a minimum then there has to be a maximum and the maximum set for me wa 2500 not 100 and 2x that is 5000 not 200

The minimum is 100$ not the maximum and the minimum is 1004 because that is what you need in order to withdraw anything no matter what.

Have you received any explanation from the casino why your account was blocked, please?

No nothing and I havesent them emails asking that too and they just ignore me

Thank you very much, jacquiekaszas, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello jacquiekaszas,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.

We would like to invite Lucky Legends Casino to join the conversation.

Dear Lucky Legends Casino,

Can you please provide information on why was the player's account blocked?

If the information can't be shared publicly, please send them to michal.k@casino.guru

Greetings all,

We credit deposits immediately however these deposits first go through a 3rd party payment provider before being sent to us thus it can take a bit of time before we are notified that the transaction is not valid. In this case 100% of all deposits, including the source of the $10 cashback bonus were disputed by the bank. Unfortunately in this case as the funds themselves were not valid, neither is the bonus and thus the win. Due to the status of 100% disputed charges the account has been closed by our security team.

Best wishes,

Nick and Lucky Legends

That is not true that the funds did not go through and I proved that to them and still they are saying that it didnt when I have the bank statement to prove it did. It was the only transaction like it and comes out in American funds so is a weird number not an even number like 40 and It most definately did go through. I have attached the bank statement with the transaction.

I have also a scan of the online view of transactions and it clearly shows three transactions of the same thing . The first is it coming out of my account, the second is it going back in and the third is it coming out again. The end and then on my bank statement it only shows it as one transaction coming out of my account and going to online pay for lucky legends deposit. Why else would they punish me for disputing it , which I did not dispute it , I just showed them that it did actually go through. Even if I had disputed it, what reason is that for blocking me and my account? It is not a reason at all .

Dear jacquiekaszas,

Just to check, which payment and what amount went through from your bank account to the casino? Have the "unsuccessful" deposits been returned back to your bank account? Can you please forward me (michal.k@casino.guru) your bank statement in PDF form from the date the payments to Lucky Legends Casino were made until today to double-check all the transactions?

Dear jacquiekaszas,

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 further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.