After meeting all wagering requirements and reducing the request for withdrawal by 122.10 to cover the bonus amount, I requested a refund for $278.77. It took from the 11th to the 28th of August to be approved. When it was approved they reduced the amount by $16 which was a fee for a different free play. I didn't think too much of it and was glad they were finally going to process it, however, it was over two weeks until September 12th before it was actually processed in the amount of 246.05 thereby reducing it another $16.72. Because this is Bitcoin I assumed that was for Network fees to make the transfer, no big deal there......Here's the problem, I still have no access to this money, the actual fee that was paid was 42 cents to the network so this has been bumped and bumped and bumped by every block chain so that other account goes first. Because of the extremely low amount paid for the network It has been bumped for the last 12 days and there is no end in sight. I've spoken to the casino, coinbase, and consulted a professional who was able to decipher why the transaction was never confirmed. It has been a relentless horrible experience. I have sent another email today to Lucky Legends, they hopefully will pull it back, increase the amount of fees and resubmit.

Hello dormanlinda155,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Lucky Legends Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Can you please clarify how much was your exact balance at which stages - when finished the wagering, when you requested the withdrawal, when the casino capped it by deducting the bonus and how many times was there a fee applied in total. When was the last time you spoke to the casino and what was it about? Isn't it more like an issue with the payment provider rather than with the casino?

Looking forward to your answer.

Regards,

Nick

Nick, I thank you for any assistance. I am glad to answer your questions, hopefully the information will help you help me.

8/11/23 after all waging requirements were met, my balance was $400.87.

I contacted customer support to verify that I had met the requirements and to see what amount needed to be reduced from my withdrawal request. They indicated to me to reduce it by 122.10 and that all requirements have been met congratulations. At that time, I went ahead and sent in a withdrawal request for the amount of $278.77.

8/12/23 it shows the coupon reversal request in the amount of $122.10 and it also shows the request being approved thereby subtracting the amount of 122.10, leaving a balance of 278.77.

8/28/23 one transaction says a Bitcoin adjustment was requested but denied for $16. It also lists a manager request to withdraw for $16 and then the approval of the managers withdrawal of $16. That brought the balance down to $262.77.

9/11/23 Finally a Bitcoin deposit was directed to my account. It was actually split into two separate transactions, one for $31.63 and the other for $214.94 thereby making the entire deposit amount $246.57. (Short $16.20, no explanation or adjustment showing on the LL site) the total Network fee is listed at .42 on the $214 and .21 on the $31.

The Bitcoin is showing on 9/11/23, that's the date it was entered. After the batch is entered, it must be approved before the funds are available,that is where this account has been stuck for the last 13 days. Between the time it is entered and approved it goes runs through a prioritization that will process larger fees first and smaller fees get put on the back burner. I'm attaching a video that explained this very well to me and hopefully it will be an asset to you also.

I will also send copies of the transactions as they took place and the blockchain screenprints as well.

In regards to who is responsible, the payment provider or the casino.. what I have to go on is this, the network fees are 100% discretionary and I will have to assume that the amount of network fee is dictated directly by the casino. In addition to this, the casino is absolutely 100% the only entity that might be able to rectify the situation.

I do not pretend to know a lot about bitcoin, what little I know has been learned in this last couple of months. There is a "OPT-in RBF" only the cinder would have access to do this. They would pull the money back increase the fees and send it through again, hopefully successful this time. It does not sound like this is used very often so I can only hope....

I believe I've covered the questions, if you have any further please let me know. I sincerely appreciate your time and attention to this matter!

Would you please email me another link for the attachments to be sent to. Thank you!

Well, the transaction has finally been approved. I'm not sure who you reached out to but it definitely made a difference and I want to thank you! The $214 is still unmovable and a specialist is supposed to get back with me on that from coinbase. (I'll let you know how long that takes). As long as the complaint is open I will leave it that way as you check on the fees and whatever else you deem necessary.

Thanks again!

Dear dormanlinda155,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

www.kpvfaw.com