Lucky Legends Casino - I documenti di verifica del giocatore sono stati contrassegnati.

Hello,

I deposited as required, and uploaded all documents. Suddenly, there's an issue with my driver's license. Allegedly, it has expired, which cannot be accurate as they don't expire. Then there's my passport. Everything's correct but I was told it's a "fake" document, which is absolutely not true.

I demand my money back immediately or I will get a lawyer!

Thank you.

Hallo,

ich habe wie verlangt eingezahlt, und alle Dokumente hochgeladen. Plötzlich gibt es bei meinem Führerschein probleme. Angeblich sei dieser abgelaufen, was ja nicht sein kann da diese nicht ablaufen können. Dann meim Reisepass. Alles korrekt aber es wird mir gesagt dass es ein "falsches" Dokument sei, was absolut nicht stimmt.

Ich verlange mein Geld sofort oder ich setze ein Anwalt ein!

Danke.

Dear francescofa229, 

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.

Could you please forward me the documents that were rejected by the casino? My email address is veronika.l@casino.guru.

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, 

Veronika

Hello and thanks for the quick reply.

After I complained in live chat, the casino resolved the issue and I have now been successfully verified.

Therefore, this case is closed.

Thank you.

Lg

Francesco

Hallo und danke für die schnelle Antwort.

Das casino hat nach meiner Beschwerde im live chat das Problem behoben, und ich bin nun erfolgreich verifiziert.

Somit ist dieser Fall geschlossen.

Vielen Dank.

Lg

Francesco

Hello,

Actually, everything was clear, the casino first successfully verified me and then confirmed the payout.

But after my inquiry today in the live chat, I was informed that I was apparently not eligible for the welcome chip and that I was playing from a "restricted country".

All of a sudden??! First they approved everything for me and it was successfully verified (even though I'm clearly from Germany).

I fulfilled all requirements, met all wagering requirements, and even made a deposit because this was necessary to withdraw my winnings.

I will also attach all screenshots here.

Thanks.

Hallo,

eigentlich war alles geklärt, das Casino hat mich erst erfolgreich verifiziert, und dann die Auszahlung bestätigt.

Doch nach meiner Anfrage heute im Live chat wurde mir mitgeteilt, dass ich angeblich nicht für den welcome chip zugelassen war, und ich aus einer "restricted country" spiele.

Auf einmal??! Erst haben sie mir alles genehmigt, wurde erfolgreich verifiziert (und das obwohl ich eindeutig aus Deutschland komme).

Ich habe alle erfoderungen erfüllt, alle Umsatzbedingungen gewagert, und sogar eingezahlt, weil dies für eine Auszahlung des gewinnes erforderlich war.

Ich werde hier auch alle screenshots beifügen.

Danke.

I have checked the Terms and Conditions of Lucky Legends Casino, and this is what I found:

Country Based Restrictions

Please follow this link here to ensure your eligibility based on your country of residence and learn about potential restrictions. Your location can impact your access, bonus usage, free chip redemption, and deposit methods. Please review the details carefully and contact us directly if you need to check your account status.

For Germany, the restrictions are as follows:

It seems that players from Germany are allowed to register, deposit and play, but they are not allowed to cashout from free welcome bonuses.

Could you please advise if your entire account has been blocked, or only your winnings from the no-deposit bonus have been rejected for withdrawals?

Hello,

no, I was just refused payment.

But they could have told me this beforehand, instead of giving me the opportunity and also asking for my documents. In addition, I made a deposit of €30 and this also disappeared.

I just think it's pretty unfair that they first offered me the $250 free chip (even though they already knew that I was from Germany), made me go to the trouble of wagering a total of $7500, and then told me afterwards that I wasn't entitled to the money.

I demand at least a small compensation for this.

Thank you.

Hallo,

nein mir wurde nur die Auszahlung verweigert.

Aber man hätte mir dies auch vorher sagen können, anstatt mir erst die Möglichkeit zu geben, und ebenfalls meine Dokumente zu verlangen. Dazu kommt dass ich eine Einzahlung von 30€ getätigt habe, und diese ebenfalls verschwunden ist.

Ich finde es halt ziemlich unfair mir den 250$ free chip erst anzubieten,(obwohl man ja schon wusste dass ich aus Deutschland komme), mir den Aufwand machen lassen insgesamt 7500$ zu wagern, um mir im nachhinein zu sagen dass mir das Geld nicht zusteht.

Ich verlange zumindest eine kleine Entschädigung dafür.

Vielen Dank.

Thank you very much, francescofa229, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.

Hi francescofa229,

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,

As mentioned by Veronika above, the terms and conditions specifically state that players from Germany are not entitled to free welcome chips. In this case there is little we can do to assist with payout as the funds are not eligible for withdrawal.

Regarding the cash deposit in question, our 3rd party payment providers were unable to collect as it was refused by the issuing bank. If our information is incorrect and the deposit was collected ($30 deposited on April 25th) please provide a bank statement (official PDF version) showing the completed deposit to casino customer service and the casino.guru team, we will make sure the funds are refunded to your bank francescofa229.

Best wishes,

Lucky Legends

Hello Luckylegends,

You are right, the amount was not actually deducted.

My mistake.

Thank you.

Lg

Francesco

Hallo Luckylegends,

sie haben Recht, der Betrag wurde tatsächlich nicht abgezogen.

Mein Fehler.

Vielen Dank.

Lg

Francesco

Hi all,

Thank you for your replies.

Dear Lucky Legends Casino team,

Let me ask you some questions here:

1. Why do you give bonuses to players who can't win from them and how are the players informed about this?
2. Was the deposit one of the bonus conditions?