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I had winnings of $382.03 and tried to withdraw them through bitcoin on 7/10/24. When I went to inquire about my withdrawal, I was told that my winnings were from mixing funds (using an $50 free birthday chip with no deposit needed) and they would have to take my balance away. However, they stated that they could "reinstate my $50 deposit" (which makes no sense when they stated I mixed funds and didn’t make a deposit) and also give me bonus funds. So I was made to cancel my withdrawal so they could take away the funds and give me my $50 deposit back. After doing some research, I realized that Lucky Legends was in the wrong and not being truthful as I had $0 balance when I redeemed the $50 birthday chip and won $382.03. Further more, there is nothing written in their T&C about mixing funds with free birthday chips and a deposit bonus. I made a deposit before redeeming this free birthday chip. I would like the $382.03 credited back to my Lucky Legends account so I can withdraw it and have my money back.

Also, I’d like to add…it states that Lucky Legends requires an authorization form for depositing money from a credit card. I never signed any authorization form and they happily took my money out anyways. Apparently getting it withdrawn is another story 😡.

Dear owen71603,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that you first played with the match bonus, lost all these funds, and only then activated the other bonus?
• Do you currently have $50 in your casino account? Is this the amount you deposited to activate the deposit bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

Thank you for responding!!

No I made a deposit in between, lost that money then took the free birthday chip and they stated that I mixed funds. There is no balance in my Lucky Legends account currently. They made me give it back stating I mixed funds.

So, if I never made a deposit in between, how could they "credit" my Visa deposit back in? Pretty shady 😡

Also, I’ve thoroughly read all the Terms & Conditions multiple times to be sure I didn’t miss something. There is nothing specific for a free BIRTHDAY chip. It just states you can’t mix multiple "free chips" and you can’t mix multiple "no deposit bonuses". And…you have to have a balance of under $5 to redeem anything. It literally doesn’t physically allow you to redeem if your balance is higher. So I definitely had to have a balance lower than $5. I had made a $50 deposit in the morning and redeemed the birthday chip in the evening. Also…I only redeemed 1 free chip in between bonuses as it states "player is entitled to only 1 free chip in between deposits".

Thank you very much, owen71603, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.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.  

Thank you!

Hi owen71603,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Lucky Legends Casino to the conversation to participate in the resolution of this complaint.

Greetings all,

We had the opportunity to review the situation and we can see that there was an issue with "mixing funds". Mixing funds is when one type of playable cash is put on top of another type of playable cash changing the rules of the funds in the player balance. There was a cash balance from a deposit with a deposit bonus in the system, then a free chip was placed on top of it making those funds only worth $100 maximum cashout and giving them 40/60 playthrough.

It is standard protocol to then separate the cash deposit and allow the player the opportunity to play these funds as cash without the restrictions of the free bonus now mixed with the cash balance. We can see that you were informed of the situation, owen71603. Your cash balance was reinstated to the system as cash and the deposit coupon of your choice was placed on top of this balance. You then played this balance as cash. The dialogue between you and the service agent is quite clear that this was done with your full knowledge and consent.

Unfortunately in this situation there is nothing we can do to assist, the original cash deposit has been refunded and played by the player and there are no longer any withdrawable funds in the system.

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

Best wishes,

Lucky Legends

I reject this answer. While I appreciate Lucky Legends responding, they are incorrect. You cannot physically redeem a free chip if you have a balance, therefore…I did not have a balance. The $382.03 came from winnings from the free birthday chip. I do now see that with a free chip you can only cash out $100, but then I should’ve been able to get $100. So…I would like to cash out the $100 as per the free chip rule.

Hi all,

Thank you for your replies.

Dear owen71603,

According to the data from the casino, it seems that you had $262 in your account when the birthday bonus was activated. This, technically, would make it a mixed funds case.

Dear owen71603,

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.

Based on the evidence provided by the casino and the fact that the player stopped responding we have no other option but to reject the complaint. Thank you owen71603, for using our Complaint Resolution Center. I wish I could be of more help.

Best regards,

Peter