Legiano Casino - Player believes that their withdrawal has been delayed.

I have do payout on mondey on 3 pm.I i still not get my money i write to help Center and I get some answears 3 days im row.

Dear sinisagojiccegrlj,

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 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.

Dear sinisagojiccegrlj,

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.

I still wait not recive money

Today is one week wait

Dear sinisagojiccegrlj,

As explained previously, withdrawals may take up to 14 days to be processed.

Let us know in case the money would arrive or in case it would take longer than the recommended period.

Awaiting your response.

Regards,

Nick

I do the withdrowal 09.3.2025. and i dont recive my money

Thank you sinisagojiccegrlj for all the information provided. I will now forward your complaint to my colleague Romi (romana.r@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Ok tnx you to much for help.

Dear sinisagojiccegrlj,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Legiano Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Legiano Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

I did not get my money it is 2 week pass

And now thay send me that my accaunt is cloused without my pay out iz that ok???

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

Thank you for reaching out!

Please be informed that the customer's account is closed in accordance with the following point of the Terms and Conditions:

4.1  By opening an account on our Website and by using our Website you warrant that:

• you are acting on your own behalf;

<...>

• the credit/debit card or any other payment method that you use to top up your account balance belongs to you, is not stolen, and has not been lost by another person. Company reserves the right to close your account and void any winnings in case of a reasonable suspicion that you have violated this warranty.

Upon checking the deposit history of the account, our team found that one of the payment methods used for depositing on the account belongs to a 3rd party, and not to the account owner.

As a result of the above, the account has been closed and the winnings were deducted.

Thank you for your understanding!

Best regards,

Legiano team

Dear sinisagojiccegrlj, 

We apologize for any inconvenience this may have caused, but please rest assured that we are willing to clarify the situation. 

After reviewing your current account information, it appears that all of your withdrawal requests have been canceled by you before they could be processed.

Regarding the last withdrawal request of 250 EUR, it was canceled/deducted upon account closure on March 31, 2025, due to the fraudulent report, namely 3rd party PSP usage, by addressing the following points of the terms and conditions that you accepted when creating your account on our website:

4.1 By opening an account on our website and by using our website, you warrant that:

<..> 

- the credit/debit card or other payment method you use to fund your account is yours and has not been stolen or lost by anyone else. The Company reserves the right to close your account and void any winnings if it has reasonable grounds to believe that you have breached this warranty.

We hope this helps to clarify matters regarding account closure.

Best regards, 

Legiano Casino Team

I do the deposit by my wife card IT is not the third person

IT is same surname

Dear sinisagojiccegrlj, 

Thank you for your reply.

It is important to clarify that while IT is not classified as a third party, we can certainly confirm that a deposit made using a card that does not belong to the account holder is regarded as a third-party deposit.

Hope this help to clarify matter.

Kind regards

Legiano Casino Team

Ok Will you return debosit back to card holder????

Greetings, all.

Thank you for your cooperation.

Dear Legiano Casino,

Could you confirm that the players deposits will be returned, please?

Thank you.

Kind regards,

Romi

Dear sinisagojiccegrlj,

Thank you for your patience.

In relation to refund request, we would like to draw your attention to the following point of the General Terms and Conditions, which you accepted when creating your account on our website:

6.6.2  No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

Based on the aforementioned articles, we regret to inform you that a refund is not available for your account.

We hope this helps clarify the matter for you.

Best regards,

Legiano Casino Team

Ok your casino is not good for players i hope you will recive bad point

Greetings, all.

Thank you, Legiano Casino, for your cooperation.

Dear sinisagojiccegrlj,

We are sorry that we couldn't be of any more help in your case.

Please don't hesitate to contact us whenever you face issues with this or another casino in the future.

As of now I have to reject your case.

Respectfully,

Romi