Lucky Legends Casino - Player's withdrawal delayed and additional verification required.

Hit the mega grand for $6700 then another $300 for $7000. Filled out information, swift number,bank addresses all that. Now they want a pdf of my bank statement. Also a joint account with my wife. They're not going to pay. Won't send a check. So I have noway to collect my funds. It's a fugazi!

Dear Billben501968,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
• Have you provided all the other personal documents to verify your identity?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I filled out all the information for swift number etc. I sent all documents to documents@luckylegends.com. So then I checked back and they needed a letter from my wife saying that they could debit her card? Anyway she had to write a hand written letter authorizing them to be able to debit her card since her name is on account. Waited four days nothing. Went back to chat. (A nightmare). Said they escalated it so they want all this information (that they can get from where I filled out form for withdrawals). I don't get to ask questions. Everything is a bot I guess. Took them less than 10 seconds to get my deposit. At this point we fill like this is a fugazi. I don't see me ever getting paid. Keep asking for all this bank information. Sent it. Got email telling me to send it to documents @luckylegends.com then another telling me to send it to support@luckylegends.com. Then they say they have to have a pdf of last months bank statement. They won't send a check. Can't do this wire. I don't know any other way so they won.

Hi Billben501968,

• Can you confirm whether your name appears as one of the authorized owners of the bank account used to deposit funds into your casino account?
• Would you be willing to provide supporting evidence and send it to petronela.k@casino.guru?

Thank you.

Absolutely I can. I'll send you a bank statement with both names on it whatever you need. I'll get it together. Anything else you need? I've sent all of this twice to documents @luckylegends.com. and two to support. The two,to support won't go through.

Just got an email from luckylegends. Now they say they need all the information, swift number etc, again. This is my issue now. I've sent everything pertaining to my bank account atleast twice! They Want it all again. Now I'm down right terrified! This is my banking information. Their leaving or loosing my information! Very very sketchy. Oh and now they say my bank doesn't take international deposit which I find weird seeing they gave me all the information for swift number address. Sounds to me that they accept international deposit. Now they want alternate account because it is a joint account. But why did they ask for my wife to write out hand letter ok the (debit?) Anyway she did. Then they said they needed bank statement in pdf form. They have no interest in seeing me get paid. I ha have no other account.

Thank you very much, Billben501968, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thanks! I'm totally lost. I don't even know where I stand with them. I've ceased all correspondence with them. I've sent them everything. All I have left is my first born.

Dear Billben501968,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Lucky Legends Casino to join the conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

Greetings all,

We have reviewed the situation and the requested withdrawal will still need to be reviewed by the approvals department be we see nothing superficially that would stand in the way of approval minus the non-cashable bonus amount of $105. The only issue we see within the account is a lack of documentation regarding proof of address and an approved method of payout. The requested method of withdrawal is bank wire transfer, we were unable to locate any information regarding the bank or account to which we should transfer. An internet bill was provided as proof of address but under the name of another individual, we require additional documentation in the form of a recent utility bill in the name of the registered player in order to proceed.

Please contact customer service via live chat Billben501968 and provide them with the necessary documentation, they should be able to answer any questions and assist in fulfilling the necessary requirements for withdrawal. Once we have the documents complete and approved within the player account we can assist in moving things forward.

Best wishes,

Lucky Legends

Still no one can tell me where all my documents went. To cash out you must fill out a withdrawal slip. I did for four different withdrawals. All had banking information. Swift number etc. Everyone is like your missing your banking information. Where did it go! My wife refuses!!! To let me send anymore information! She is terrified like me wondering where all the other information went. She is totally convinced this is a scam. So I can't move forward. They claim they don't have what they should have. We'll then as my wife said. Can't get mad over something that wasn't ever yours.

Dear Billben501968, please note that you must provide the casino with the required document in your name to proceed, as you are the registered player.

The required documents in my name? What in the world are you talking about?

Per the casino's statement:

The requested method of withdrawal is bank wire transfer, we were unable to locate any information regarding the bank or account to which we should transfer. An internet bill was provided as proof of address but under the name of another individual, we require additional documentation in the form of a recent utility bill in the name of the registered player in order to proceed.

So I sent them pdf of my bank account and because it was a joint account. They are taking my $7000. Tell me how that's fair.

They stole it. They kept it. I think they sold my banking information.

Hello, have you provided the casino with proof of address, such as a recent utility bill in the name of the registered player?

Is the only remaining issue lack of documentation for an approved payout method?

No I was told it was a joint account with my wife. So they was going to confiscate it!

Dear Lucky Legends Casino, is it possible for the player to provide evidence that they are a co-owner of the joint bank account?

I sent them a pdf of our bank statement. They said because it was a joint account they was confiscating it! So I asked like I had several times. What happened to all my banking information! I was SO nieve. The promise of mega money made me send ALL our banking information twice to documents, twice to payment center. Why would they have my wife write out on a piece of paper that they could debit her card. WHY. They claim of course no such thing. I know you guys say there's a third party? No this was a information collecting and I fear it was to sell all my banking information. After I filled out the swift number and bank address (all needed for withdrawal). I was told my bank didn't accept international. The absolute run around. Lastly they said because it was a joint account they were keeping it! All the money I've flushed. It's really sad! My wife and I both disabled. This would have made around a quarter of our annual income. So sad.

Greetings all,

No funds have been confiscated, they are merely sitting waiting until such time as we have complete documentation and an approved method of payout within the casino account. We will reiterate the statement above:

"The requested withdrawal will still need to be reviewed by the approvals department be we see nothing superficially that would stand in the way of approval minus the non-cashable bonus amount of $105. The only issue we see within the account is a lack of documentation regarding proof of address and an approved method of payout. The requested method of withdrawal is bank wire transfer, we were unable to locate any information regarding the bank or account to which we should transfer. An internet bill was provided as proof of address but under the name of another individual, we require additional documentation in the form of a recent utility bill in the name of the registered player in order to proceed.

Please contact customer service via live chat Billben501968 and provide them with the necessary documentation, they should be able to answer any questions and assist in fulfilling the necessary requirements for withdrawal. Once we have the documents complete and approved within the player account we can assist in moving things forward."

That said, until the documentation is complete and we have an approved method of payout on file we cannot move forward here.

Best wishes,

Lucky Legends

Here's the problem. They say they have no withdrawal information? How did I fill out the four withdrawal slips? I had to put bank name,swift number,bank address. Matter of fact I got an email saying my bank doesn't except international. If they don't have any information how could they know that? This they don't have enough information is B.S. How much more information do they need? I sent them also a pdf of my bank statement. There is nothing else I can send. If they don't have my banking information. Then like I said. That is very concerning. Filled out four withdrawal slips. All with everything bank name,swift number etc. All I keep hearing is they need it again. Well...please find out. They have been very careless with my information. I've Filled out the proper paperwork. Some of the information I've sent four times. At this point. Unfortunately what they're telling you is straight b.s. They're giving you the run around like they did me. Unfortunately, and as painful as it is to say. I've given up on this fugazi. My wife refuses to let me send anything else. She like me think they have all our banking information and with it "disappeared" we are not about to give it again. Email after email. You need to send it again to this address. Then oh you need to send it again to this address. Unfortunately what the information they are telling you is not what's happening. I guess I can't ask enough. What happened to my withdrawal information? I had to have something or they wouldn't have excepted my withdrawal applications. Anyway I've talked and talked till I'm done. Unfortunately the only way this will be resolved is if they find my banking information. Then they pay it because at this point. We're done. We've accepted we got dupped. They're nothing else left.

Dear Billben501968,

Please provide us with any of the documents mentioned below via email (dominika.l@casino.guru) so we can proceed and discuss further the approval of the payment method with the casino.

Proof of Address requirements:

Full name (matching identity document)

Residential address

Date of issue (not older than three months)

Acceptable documents include:

Utility bill

Government-issued letter or tax bill

Home insurance documents

TV bills

Credit agreement

Certificate of residence

Bank statement (dated within the last 90 days)

Fixed line telephone bill

Police notifications

Insurance company letters or invoices

Internet bills

Health/social insurance documents

Current rental or lease agreement (signed by both parties, not older than 90 days)

I've sent a copy of my joint account to them. If you will look. I also sent it to you guru. Actually it was to petronela.k@casino.guru. The second correspondence I had with her. Look at the beginning. You guys have it.

Greetings all,

We have had the submitted documentation reviewed by our documents and finance team and unfortunately the bank in question is on the restricted banks list for our 3rd party payment providers, we will need to have a bank account they are capable of transferring to. We were also informed that they are no longer accepting bank statements as proof of address, could please provide a current utility bill in your name Billben501968?

Contacting customer service via livechat is genuinely the simplest way to go here. Once we have a valid method of withdrawal and complete documentation on file we should be able to assist in expediting the approval and withdrawal process.

Best wishes,

Lucky Legends

I have no other account. Funny how my bank gave me all the information I needed for international transfer. This b.s. about using chat. That's a bigger joke. Like I said all along. They are not legit. I hope they had a great company party with it. They can spew whatever b.s. they want. Fact is they have all along new they weren't going to pay. Like I said over a month ago. They stole it. I hate that I kept dumping money not knowing there wasn't any chance I'd be paid. Very hard lesson learned. All I can do now is shout it from any platform that will let me how crooked this place is. All I have to do is tell my story. It's funny the message they sent last week was they didn't have any of my banking information. This week it's my bank isn't on the list. I doubt they're any bank on that list. If you would just look at their response is every week. You would actually see what they're telling is b.s. They contradict what they say the previous week. They accomplished their goal. They're nothing more than name generator on steroids. Meaning not only do they sell your personal information. They also sell your banking information!

Hello Billben501968, have you submitted a recent utility bill in your name to the casino? They no longer accept bank statements as proof of address. Once you submit the document, we can work with the casino to arrange the transfer of funds to you, such as through a bitcoin or another cryptocurrency wallet.

Hopefully this works

Dear Billben501968, we have been informed by the casino that the document in question does not have an issue date on it, which means it cannot be accepted as proof of address.

Please provide the casino with any other document with a date of issue.

Dear Billben501968, please update the document again so that the entire document clearly shows all sides.

Greetings all,

As Dominika mentions above in order to be valid the document must show all sides and complete information, I will also mention once again that there is still no valid method of payout on file. In this case wire transfer is the only option, contacting customer service and having them assist you is highly recommended Billben501968. For the safety of our players we use 3rd party payment providers for all funds coming and going, we need to comply with the requirements for these 3rd parties in order complete the transfer including a bank account they are capable of transferring to. This information is best obtained through our customer support via live chat.

Best wishes,

Lucky Legends

Dear Lucky Legends Casino, could you please provide an update on the document validation?

Greetings all,

The documentation will need to be submitted officially via the documents module in the casino cashier Billben501968 or through live chat as mentioned (email is also possible, live chat can assist with this as well), live chat is also the simplest and most effective way to establish your valid method of payout so I highly recommend visiting customer service on live chat to get things going.

Best wishes,

Lucky Legends

Two months back and forth. Literally got absolutely nothing accomplished.

Hello Billben501968,

We would like to update you that due to Dominika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Dominika 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 Dominika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Billben501968, could you please provide an update on the current situation?

Greetings all,

We have once again reviewed all submitted documentation and can confirm there has been no further progress on the part of the player in terms of completing the necessary account validation nor banking requirements for withdrawal. This information must be submitted officially through the documents and finance departments respectively and comply with the necessary requirements for casino account validation and the 3rd party requirements for bank wire transfer.

Best wishes,

Lucky Legends

Like I said it's my only account. As you can see everything was provided for wire transfer. There's nothing else I can do. So unless you have any other ideas I guess I'm dead in the water. I'm assuming you passed along my wire transfer information? I appreciate your help but I hit the jackpot on April 3 and I'm no closer than I was then. They have no intention of paying it.

Hello Billben501968, have you submitted the documents for verification through the documents department as requested by the casino?

The documentation will need to be submitted officially via the documents module in the casino cashier Billben501968 or through live chat as mentioned (email is also possible, live chat can assist with this as well), live chat is also the simplest and most effective way to establish your valid method of payout so I highly recommend visiting customer service on live chat to get things going.

Back to where I started. I have the one account. First they say my bank don't except international transfer. Well the information is there so obviously they do. Second they then after that they said. We don't except joint accounts. So again, guru thanks for trying but you know as well as I, that this was never about to happen.

Dear Billben501968, please be aware that if you do not follow the casino's instructions and submit the requested documents for verification to the documents department via the casino website, we will reject this complaint due to lack of cooperation.

Reject it then. I gave you all my banking information. You was supposed to send it on. The last I understand is they rejected my bank, my withdrawal information. I have zero left to send. They won. Like I said nothing but a FUGAZI. They received all my banking information twice. Swift number, everything they need to make the transfer they choose not to. So like I said two months ago. It's a complete joke. I hate I let this upset me enough to effect my overall health. SUCH A JOKE. So thanks for whatever guru. But I know when I've been beat. Maybe luckylegends will invite you to the party. I've complied with everything. Never was going to happen. A complete FUGAZI

Dear Billben501968, please check your email inbox.

Dear Billben501968,

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.