Lucky Legends Casino - Hráč má blíže nespecifikovaný problém.

Is it worth opening a complaint with this casino if they don't have a license??

Dear martinshinea,

Thank you very much for submitting your complaint. Well, it depends on your problem. Unfortunately, I’m not able to assist you with this case without any description of the events and I will need definitely more information. Could you please elaborate?

I will be waiting for your reply patiently.

Best regards,

Kristina

I signed up a few years ago with my old address which was verified, I have just started playing there again I am trying to change my address which I have bank statements that show my old address and current bank statements to show my current address they asked for these bank statements and are now saying they do not accept bank statements as proof of address??

I also have a withdrawal that was approved but now they want proof of payment I also have bank statements showing this but because they won't accept these to verify my current address they won't accept as proof of payment

Just tried to login to my account and it keeps saying something went wrong

Thank you for your reply, martinshinea. Have you tried contacting the casino regarding the blocked account? Could you 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.

Hi I have attached the email sent on the 21st of January asking to change my address it clearly says 72 business days to reply I still haven't herd anything unfortunately I didn't save any of the live chat communication I have had were I was told my my bank statements could not be accepted as proof off address after being asked for these specifically they also have proof of deposit which I was asked for first, as I can't get in to my account now I have no way to communicate through live chat I have sent an email to them asking why I can't access my account

I just received this email today

Do I understand correctly that this is the only explanation from the casino that you've received?

Yes to explain again i had a withdrawal approved in my account but didnt receive an email so i contacted live aupport were i was told i need to send bankstatements i realised then that my old address was on my account so I sent 3 emails to have it corrected along with proof I was at the address on my account when I signed up and also proof of my current address, i had no response through email so i contacted live chat were i was told bankstatements could not be accepted then I couldn't access my account so I sent the email asking why this is and that was there response

Is this still being looked into??

Thank you very much, martinshinea, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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 martinshinea,

I am so sorry to hear you lost access to your casino account. 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 please state why the player's account got blocked? Is there any problem with the provided bank statement?

Thank you in advance for providing the information.

Kind regards,

Stefan

Greetings all,

We had the opportunity to review the situation and it appears the player's cash deposit was rejected by the player's bank and our 3rd party payment providers were unable to collect the funds. Since the funds were not valid for play or withdrawal all funds ($160) were removed from the player account. Due to the deposit constituting 100% of all cash deposits for the casino account historically the account was deactivated by our security team.

We hope this clarifies things, supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Lucky Legends

What does your payment come up as in a bank statements I will provide proof of the payment

Hello martinshinea,

I have reviewed the evidence provided by the casino, and it seems that your deposit was not collected. You were basically playing with the virtual deposit, and all the winnings were based on an uncollected deposit by a 3rd party. It might have happened that you had insufficient funds in your bank account at the time of a collection by a 3rd party payment provider.

Could you provide us with the bank statement where I can see the deposit information? You can send it to my email address stefan.m@casino.guru.

Thank you for your understanding.

What name does the deposit come up in my bank account??

Hello martinshinea,

I am afraid I cannot disclose this information, but you can provide us with the bank statement from January 1st till today. Let me know once you send me an email.

I'll be awaiting your reply.

Dear martinshinea,

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.

Hi I replied yesterday with bank statements attached but my reply has gone I sent them to also to stefan.m@casino.guru.

Hello martinshinea,

I have reviewed the bank statements and I would like to ask you to send me one complete bank statement from the 1st of January till today.

Thank you very much for your understanding.

The bank statements I've given show all transactions from 1st of January to the date when you had requested them I don't understand why you need them all in one statement there not a day missing between January 1st and the date I sent them to you?

Hello martinshinea,

The reason why I need a complete bank statement is I cannot find a deposit to the casino. Could you send me the complete bank statement?

I'll be awaiting your reply.

Contacted my bank to get the statement that ive already provided and clearly shows my deposit to the casino, my bank has had countless problems with this casino, I unfortunately realise your website is a big con to! I'll be sure to spread the word

Hello martinshinea,

I have double-checked the provided documents and do not see any deposit of 30$ to the Lucky Legends Casino. I recommend you send me the complete bank statement from the 1st of January till today, otherwise, I won't be able to help you with this issue.

Thank you very much for your understanding.

Its there my bank confirmed this they have the sort code to show it it went out and didn't go back into my account so they can also confirm wasn't rejected and a dispute has been started

Hello martinshinea,

Could you provide me with the code that was shown in the transaction? This would prove that the transaction went through.

I'll be awaiting your reply.

Dear martinshinea,

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.

As I said I have an open dispute with the bank and have all relevant documentation and information now and seem to think the know what the casino have done as they have seen this before so u can close this if u want as u have been no help they don't have a license so I might not be able to get my winnings but I will get my money back and stop this from happening to others

Hello martinshinea,

Did you manage to receive a proof of deposit from the bank?

I'll be awaiting your reply.

I've had proof since I started this complaint I also sent it to and you have been just as ignorant as the casino you can close this complaint now and also my account with casino guru you have been no help

Hello martinshinea,

The deposit was supposed to be credited on the 20th of January. There is no record in the provided bank statement of any transaction on that date. I would like to help you, but without providing the proof of deposit, the casino won't be able to pay you the funds.

Thank you very much for your understanding.

Dear martinshinea,

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.