The player from Germany had requested a withdrawal less than two weeks prior to submitting their complaint. Their money had not been received yet. The Complaints Team had intervened and communicated with both the casino and the player regarding the delays in withdrawals. After multiple updates, the player successfully received several payouts, but issues with FunID regarding a second KYC verification had persisted. The Complaints Team had advised the player to follow FunID's instructions, stating that the payment provider fell outside their scope of competence. The player had been encouraged to reach out for further assistance if needed.
Legiano Casino - Player believes that their withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €9,000
Legiano Casino
Safety Index:HighCase summary
Discussion
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8 months ago
Translation
Hello, I made my first withdrawal on June 30, 2025 and I can only have €500 a day and a maximum of three withdrawals in process. At the moment I have €1500 in process and €7000 left that I would like to withdraw, but since June 30, 2025 no withdrawal has been processed and I am still waiting.
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8 months ago
Dear player,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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8 months ago
Dear player,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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8 months ago
TranslationNo, I have not received any money yet and the payouts are still on status Pending
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8 months ago
Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Could you please specify the bonus you used?
Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots 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.
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8 months ago
TranslationI have never withdrawn, I am new to the site, I deposited via the FunID app, I successfully passed my KYC on the app and the Legiano support said that if you have done the KYC there then you don't need to do it again on our site, I deposited via the FunID app and received a €90 bonus, with that I made €9000 and fulfilled the bonus conditions and the €9000 was credited to me as real credit
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8 months ago
TranslationI wrote to the casino today and they told me that they would forward it to the finance department but every time it is the same and nothing happens.
I have €1,500 in payout status Unprocessed and €7,000 still on the page that I would like to pay out afterwards.
I have sent you everything by email
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7 months ago
Dear player, could you please let me know if you are having any issues with your FunID account?
Have you received any part of the money yet? If yes, have you requested any new withdrawals after that?
Could you please send me a screenshot of your withdrawal requests?
If the delays continue, have you considered requesting a withdrawal using a different payment method?
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7 months ago
TranslationLegiano Casino has approved and paid out two withdrawals after 16 days, which have also arrived in my account. I now have three withdrawals in process that have not yet been paid out on the Legiano website.
I was able to withdraw €1,000 via FunID; it worked straight away, but I've also had €500 pending for four days, which hasn't been processed either.
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7 months ago
TranslationAlthough I successfully completed the KYC on the FunID app at the beginning, they now want transaction histories from 12 months and a picture of me and a monitor in the background with the page on it.
They want to completely fool me
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7 months ago
TranslationLegiano casino wants that now too. I did the KYC right at the beginning and passed it. I was able to withdraw twice. It took 16 days. Now they want another KYC where I hold my ID next to my face and the Legiano website is displayed in the background on my monitor. Who knows what they do with the documents? This is not a normal KYC check, especially twice.
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7 months ago
TranslationLegiano has accepted my 2nd KYC and has paid out one of my 3 pending withdrawals, 2 are still in process
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7 months ago
Dear player, how much have you successfully withdrawn so far?
How many withdrawals do you currently have pending, and what are their amounts?
How much do you still want to withdraw in total?
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7 months ago
TranslationLegiano has approved and paid out one of the 3 unprocessed withdrawals today. Now 2 are in process and I am requesting the 3rd withdrawal right away. I don't understand why they don't approve all 3 withdrawals at once and only one always
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7 months ago
Thank you very much for providing the necessary information. 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.
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7 months ago
Dear Alal123,
I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a Legiano Casino representative to join this conversation and participate in resolving this complaint.
Dear Legiano Casino,
Could you comment on the situation?
Thank you in advance for providing the information.
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7 months ago
Dear All,
We sincerely apologize for any inconvenience this may have caused.
Please be assured that we are handling your request with the utmost priority, and our team is actively working to resolve it as quickly as possible.
We greatly appreciate your patience and understanding.
Kind regards,
Legiano Team
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7 months ago
Dear Legiano Casino,
Could you please give us an update on the remaining withdrawals?
I'll be awaiting your reply.
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7 months ago
Dear all,
Thank you for your message.
We would like to confirm that all your withdrawal requests have been successfully processed and completed from our side.
Alal123 , please note we are working on current requests.
We appreciate your patience and understanding in this matter.
Kind regards,
Legiano Team
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7 months ago
Dear Alal123,
Thank you for your response and the information you have provided.
Please keep us informed regarding the additional withdrawals.
I'll be awaiting your reply.
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7 months ago
TranslationI've been waiting for 5 days now and my next payouts still haven't been processed. Legiano, I hope my payouts will be processed faster so that the case can be closed as resolved and we're all satisfied.
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7 months ago
TranslationOf 3 withdrawal requests, one was approved
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7 months ago
Dear Alal123,
Thank you for the information you have provided.
Please keep us updated regarding the additional withdrawal requests. Also, let us know if you have received any payments to your account.
I'll be awaiting your reply.
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7 months ago
TranslationToday only one application was approved and the money arrived on my account, in an hour I can pay out another 500€ then I have 3 applications again
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7 months ago
Dear Alal123,
Thank you for your response. How much have you withdrawn so far, and how much do you have left in your casino account?
I'll be awaiting your reply.
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7 months ago
Dear Alal123,
Thank you for your response and the information you have provided.
Please let me know once your withdrawals arrive in your bank account.
I'll be awaiting your reply.
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7 months ago
TranslationAll payouts from the Legiano site have arrived, except for the 500€ from FUNID, but I don't know if they can help me with that too.
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7 months ago
Dear Legiano Casino,
Could you please state whether the last withdrawal of 500€ was processed?
I'll be awaiting your reply.
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7 months ago
Dear all,
We appreciate your patience.
We would like to inform you that your last withdrawal request was successfully completed on 10.08.2025.
If you encounter any issues with FunID withdrawals, please reach out to FunID support directly.
Kind regards,
Legiano Team
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7 months ago
Dear Alal123,
Did you manage to receive the last withdrawal of 500€? Or does the problem with FunID persist?
I'll be awaiting your response.
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7 months ago
TranslationFunID still has €500 from me, they want me to do a second KYC like Legiano. I sent FUNID the documents, they rejected it and want the documents back. Legiano Funid, it's all the same people behind it. I don't understand why Legiano approved the second KYC documents but Funid didn't. They can see that I successfully passed the second KYC with Legiano.
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7 months ago
Dear Alal123,
Thank you for your response. I am afraid that the FunID payment provider falls outside our scope of competence, but I can suggest that you follow their instructions, and hopefully will pass the verification and receive your funds.
Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.
As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Stefan, Casino.Guru
