Legendz Casino

Denied Prize Redemptionby Legendz

By ImOnlyMeka

2 months ago

Declined payment
Amount
$ 100

Dear AskGamblers Complaints Team,

I am submitting this complaint regarding a withdrawal issue I’ve been facing with Legendz Casino, which has yet to be resolved despite multiple attempts to contact their support team.

I initially purchased Sweeps Coins using my debit card. When I attempted to withdraw my winnings, I first tried my CShApp which was declined. I then attempted to withdraw to my debit card which I used to make the initial deposit, which was also rejected.

I contacted Legendz Casino support several times throughout the week and was instructed to email their Guest Services team with:

The card number used to make the original purchase.

Front and back photos of said debit card were emailed.

I did exactly as requested. However, instead of receiving proper assistance, I received three identical, non-responsive replies that failed to acknowledge or address the issue. Additionally, I have tried using their live chat support on multiple occasions, only to be disconnected or ignored shortly after being connected.

At this point, I believe I have made a good-faith effort to resolve the matter directly with the casino. Unfortunately, their lack of responsiveness and transparency has left me with no choice but to escalate this issue to AskGamblers for investigation.

I am requesting your assistance in helping me recover my rightful withdrawal. All necessary documentation has been provided to Legendz Casino, and I am happy to submit those details again here if needed.

Thank you for your time and support in resolving this matter.

Disputed Casino Legendz Casino

Reason Declined payment

Amount $100

Discussion

AskGamblers

• Support Team

2 months ago

Dear all,

Following an email confirmation from the complaint's submitter, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

AskGamblers

• Support Team

2 months ago

Dear Legendz Casino,

Kindly note that the player's registered username and email with your casino could be found within the notification email sent by our complaint system automatically. To avoid losing time, however, we have just sent these manually in a private message.

Please confirm you have received the requested data and keep in mind that in case you fail to respond within the given timeframe we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Legendz Casino

• Representative

2 months ago

Thanks for bringing this to our attention. We’re sorry to hear about the frustration with your withdrawal request.

Please share the email address associated with your Legendz account so we can locate your profile and escalate this to our support team. Once reviewed, a member of our team will follow up with you directly via email to help clear up any confusion and assist further.

Legendz Casino Complaint Stats

Resolved 4 / 13

Avg. Amount $5,713

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

Legendz Casino Complaints

See all complaints for this casino

Account locked and 30000 prize redemption delay

Formally filing a complaint for not allowing redemption for the $30,000 prize winnings.

My original redemption was submitted on 3/6/26; since then, it has been pending.

During this period, I have satisfied multiple requests (for the same information) and, as of 72 hours ago, was locked out of logging into my account - yes, I did try "forgot password" and was successfully able to update, but this still did not allow me to log in to my account. I have reached out 4 separate times now via [email protected] and have yet to hear back.

Given the amount of prize redemption, I understand a standard and thorough verification process. That being said, this feels as if I am being purposefully delayed in my redemption in addition to being locked out of my account.

I am not making any formal accusations. I am just looking for some help to resolve this likely uncommon issue :).

Thanks,

Unresolved

$30,000

Not paying my winnings

I won $7000, but I ended up putting some back in.

I tried to cash out for the 7000 originally, but they kept asking me for more documentation that I had already provided, obviously because I was able to receive a red redemption for a much smaller amount before from them, but they have canceled all of my redemptions from these bigger wins, and they also canceled all of my gift cards.

I even tried purchasing over $4000 with them to collect my money and they still canceled all of those transactions stating they needed a copy of this copy of that which they already had obviously because if not, I would not have been able to redeem in the first place so they were just stalling, trying to give me to spend my money back with him and then after repeatedly trying to get my money out of them, they ended up locking my account and I have still not received any money to this day

Unresolved

$7,000

Account login and payment of my redemptions

I have spent thousands of dollars to win yesterday. I submitted my winnings of 28,000.00 in 8 separate redemption requests since it was a larger amount. Hours later I chatted with an agent who said my redemptions were in the queue and would be handled with priority. Later that night, I tried signing into my account and received an error. I’ve sent many emails with no response. I have deposited over 15,000.00 this past week! I want my redemptions processed and my account fixed so I can log in.

Unresolved

$28,000

Formal complaint about incorrect payout on roulette and runaround with customer services

Dear AskGamblers Support Team,

I am writing to formally raise a complaint concerning an unresolved dispute I have with Legends Casino, accessed through your platform.

While playing roulette, I placed a straight bet on number 13, which hit with a 200x multiplier.

Contrary to the correct payout, I was only paid $40, and the system incorrectly recorded my bet as a corner bet. This is factually inaccurate, and even if it had been registered as a corner bet, the payout amount I received is still incorrect. In addition to this serious payout error, I have endured extremely poor customer service from Legends Casino over the past week. Despite numerous emails, I repeatedly received vague, evasive responses promising resolution within 24 hours that never materialized.

After approximately eight days of persistent follow-up, the casino finally replied, denying any error in payment. Their explanation is incorrect, and they have failed to address or rectify the issue.

Furthermore, throughout the session, my balance inexplicably decreased multiple times without wagering activity, raising concerns about the platform’s handling of funds.

I request your immediate intervention to investigate these issues thoroughly with Legends Casino, ensure I receive the correct payout for my winning bet, and provide transparency and reimbursement regarding the unexplained missing funds.

Please acknowledge receipt of this complaint promptly and advise on how this situation will be escalated and resolved.

Thank you for your attention and support in addressing this matter.

Sincerely,

Account User Name skammy9

October 14th, 12:34 am

Royal Roulette

Unresolved

$1,005

No verification or withdraw

I've been trying to withdraw for around 4 days now, and I've been going back and forth with their guest web support and email team about "verification," even though I've been sending the exact same documents and bank statements.

They'll tell me it's verified in the web chat, then the withdrawal pends for hours, and then is canceled, and when I reach out again to ask what happened, they tell me my account isn't verified.

I've been in this loop for the last 4 days and haven't gotten a single withdrawal yet. I've tried card, bank, and Skrill all to no avail.

Unresolved

$558

Refusing to allow me cash out

After winning 2 thousand dollars on slots yesterday, they are refusing to pay me out. After asking me to re-verify my bank statement, they said I was good to go. They have now cancelled three redeem requests, and support will not respond. I have over 1800 dollars in my account, and they are completely unresponsive. The in-website support system is terrible, and gives the same responses every time you inquire. Looking for any sort of help here. This isn't a small amount of money, and I did not break any of their rules or anything like that. Hoping this can be solved.

Unresolved

$2,000

Withdraw support Legendz Casino

Dear AskGamblers Complaints Team,

I am submitting this complaint regarding a withdrawal issue I’ve been facing with Legendz Casino, which has yet to be resolved despite multiple attempts to contact their support team.

I initially purchased Sweeps Coins through an Apple Cash Card, which functions as a prepaid card and does not allow incoming deposits. When I attempted to withdraw my winnings, I first tried my Sofi debit card, which was declined. I then attempted to withdraw to my bank account, which was also rejected.

I contacted Legendz Casino support and was instructed to email their Guest Services team with:

The card number used to make the original purchase (Apple Cash)

Front and back photos of a new debit card I wanted to use for the withdrawal

I did exactly as requested. However, instead of receiving proper assistance, I received three identical, non-responsive replies that failed to acknowledge or address the issue. Additionally, I have tried using their live chat support on multiple occasions, only to be disconnected or ignored shortly after being connected.

At this point, I believe I have made a good-faith effort to resolve the matter directly with the casino. Unfortunately, their lack of responsiveness and transparency has left me with no choice but to escalate this issue to AskGamblers for investigation.

I am requesting your assistance in helping me recover my rightful withdrawal. All necessary documentation has been provided to Legendz Casino, and I am happy to submit those details again here if needed.

Thank you for your time and support in resolving this matter.

Sincerely,

< full name removed >

Resolved

$200

Promo credit denied after being told I was eligible

On April 3rd, I received an email offering a limited cashback promo. The offer stated that: If I suffered a net loss of 40SC, I would receive a 20SC credit the next day (and to give 24 hours for the credit to appear). I was delighted, and figured if I won, great! If I lost, the casino would have my back. So I went ahead and purchased 40SC that same day. I still had 1SC in my account from daily login bonuses and I received a 4SC boost due to an unrelated +10% promo going on during the same time period. So, I had 45SC to wager, and wager I did. I also lost.

Being patient by nature, I waited until the 5th to reach out to Live Chat and inquire about the missing credit. The individual in Live Chat assured me that my account was indeed eligible ("we are pleased to inform you that your account is eligible for this credit" were the exact words), and I was also assured that the matter would be escalated and the relevant team would reach out to me shortly to resolve this issue.

Nobody reached out. So I contacted Live Chat again on the 6th, and the robo-assistant was all that was available (no Live Agent). It understood enough of what I said, and presumably I was not the only person with this issue, because it responded with a general "if you are waiting for your missing 20SC credit, please be patient, and rest assured it will be credited within 24 hours" or something similar. It also directed me to the support email (because nobody had been available to directly help me). So I sent an email (I will attach all relevant emails, receipt, and the latest Live Chat conversation for reference). I stated in the email that, from the autoresponse given in Live Chat by the AI, I figured they were inundated with some technical issue and I had faith they would resolve my own case in due time. I just didn't wnt to get forgotten in the shuffle. I wished them well and hoped that customers weren't giving them too hard of a time over this. I have worked customer service for over 20 years, so I know how things can be, and I have a lot of respect for folks who work the field. There's very little thanks in it, and an unfair amount of abuse lodged at folks with usually little to no control over the issue at hand, so I don't get mean or rude, because there's no reason to. Plus, I genuinely believed they would resolve this appropriately.

I contacted Live Chat again, I believe on the 10th? I'm sorry, they told me they had no access to previous Chat transcripts, so I am not able to be exact about this particular date. But suffice it to say, I reached out to Live Chat again, was told I was eligible based on my account history for the time period in question, and that the issue would be escalated and the relevant team would be in touch with a resolution.

Again, nothing. Now, due to my own mistake, I had also begun an email conversation, attempting to resolve it through that channel, beginning on the 6th - but I hadn't noticed at the time that gmail was sending this correspondence from the wrong email. The conversation got all the way to "can you share a screenshot of the promo you are referring to?" "No problem, here it is" and finally "we cannot seem to find your account, please contact us from the email associated with your Legendz account". Ugh. So I clipped down the entirety of what I had already sent down to just my side of the conversation, and re-sent the whole thing from the correct email. The response I got made my blood boil. I was told that my account was not eligible for this promo and that it had a limited time frame for that eligibility, and, assuming that they were looking over the wrong time period, I responded, pointing to the dates and times of my previous correspondence and reminding them that I had spent over a week by that point attempting to get this handled.

Again, they responded that my account was not eligible. I went on Live Chat, asking for transcripts, which they said they didn't have. So I just laid out the issue right there. I also asked how, if I bought 40SC (ending up with 45SC after the purchase), lost 45SC, all on the same day as the offer, how was my account not eligible? Furthermore, why would previous support staff assure me (more than once) that I was eligible, if I was not? I said that none of it made any sense, and I felt lied to. The Live Agent said that they had tried to be patient with me, and since the conversation was going nowhere, they were closing the conversation, and they hung up on me.

All I want is the 20SC credit I was told I qualified for. The entire reason for buying 40SC that specific day was in order to take advantage of that promo. I was told I would receive it, and nobody at any point gave me any reason how I could lose 40SC and yet not be eligible. They just ignored me any time I asked directly for an explanation of how I did not qualify. I did, in fact, have a net loss of over 40SC that day (during the promo period), I was assured that I would receive the credit, and now over a week later, they have completely switched it up on me with no reasonable explanation. I don't think that's fair, and it's 20SC, for goodness sake. That's nothing to them. I shouldn't have such a hard time getting them to follow through on the offer they sent me when I fulfilled all the (simple) requirements and was subsequently told I had successfully done so by their own staff.

Anyways, I hope you folks can help me. I'm sending along everything I have right now that I think will be helpful. Please, let me know if you need anything else. I will be happy to help. And if somehow I'm wrong, I just want an honest, treat me like an adult explanation of how, you know? It wouldn't justify their staff saying I was eligible if I actually wasn't, but aside from that, if I missed something, I just want a clear understanding of where I went wrong so this kind of thing doesn't happen again. Really, I want my 20SC, haha... They did say I was eligible and all, but in lieu of that, if I am somehow misunderstanding the requirements and did not actually fulfill them, I just want someone to have the decency and respect to explain it to me so I don't feel this way anymore. It sucks feeling lied to and taken advantage of. Who knows how many other players only bought 40SC that day (like me) thinking they would be able to get this promo credit as a fallback the next day only to be told they didn't qualify (yet not told what led to that result). I can't have been the only person to do that, get strung along, and now feel bamboozled by this casino over a measly 20SC.

I'm rambling now. Sorry. Please help. Thank you.

Resolved

$40

Redemption error

Hello, I am having trouble with my redemption on Legendz casino. I have won a total of $2300 SC as of this moment. I won $1300 on Thursday, 03/13/2025 at around 4:30AM CST. I have since played more while waiting on the issue to be resolved and won an additional $1100 on Saturday at around 3:30AM CST.

I have tried several payment methods and am still receiving a pop-up error. I have tried to redeem a $100 Etsy gift card and am currently waiting on the status for that. I have tried using the same cards that I have previously purchased packages with. I have tried to use my Skrill account as well just to be met with the same pop-up message every time. I was advice by their customer service to try to clear my cache and cookies, use incognito mode on a different browser and all of those came with the same pop-up error. I have since been told that my address on my card and the address on my Legendz account did not match but they have been verified so that was not the issue. I also informed them that I wanted to redeem through Skrill and was ignored.

As of now I have been told that my issue is being put in a queue and they will try to get to it as soon as possible. I would like the provider to simple make me whole. I purchased the packages with the same cards I am attempting to redeem with and did not have a problems with the purchases made. I also have purchased package with my Skrill account. I have been waiting for 2 days. I would like the remaining $2600 on my account to be put into my Skrill account, that is all I ask.

All of my proof will not upload I am not sure why.

Unresolved

$2,600

Randomly Closed My Account

I submitted a redemption for $300. It was not an instant redemption so I tried to log back in to my account to check on it and it said that my account was locked due to “timeout exclusion”.

I then emailed them regarding this and to check on my pending redemption and they asked me to verify my cards by sending the front and back of them. I have done this and am now not hearing back from them. I have sent them my verification info twice, I do not have multiple accounts, I did do a self exclusion - so I am not sure what is happening.

Unresolved

$300