The player from Greece had requested a withdrawal less than two weeks before she submitted her complaint. The payment had not been processed yet. The casino later informed her that her account had been closed due to an administrative decision and that a verification process for her funds was required. Despite the player's concerns and the lack of communication from the casino, it had been determined that her complaint would be rejected as she had lost her funds through gameplay. The complaint was ultimately closed due to the player's lack of response to inquiries, which prevented further investigation.
Legiano Casino - Player claims that payment has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €1,500
Legiano Casino
Safety Index:HighCase summary
Discussion
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9 months ago
Translation
Good evening, delays with withdrawals again!
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9 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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9 months ago
TranslationI've been waiting since June 15th and 16th and they still say nothing about workload!!!!
It's 2×500!
It doesn't take that long every time.
Edited
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9 months ago
TranslationAnd I also have a 20/06 1×500 and it's still under development!
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9 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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9 months ago
TranslationThank you for contacting us. We are constantly reviewing how we can provide the best possible experience for our players. As a result, we have made the difficult decision to discontinue our casino operations.
We would like to inform you that your account has been closed. Any balance remaining in your account will be processed and paid to your stated withdrawal method as soon as possible. If additional information is required to complete the transaction, we will contact you.
We truly appreciate the time you spent with us and the trust you have shown us.
They closed my account.
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9 months ago
Dear player, could you please let me know whether the casino has already paid out your pending withdrawals, or if they have at least given you a specific date or time frame for when the payment will be processed?
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9 months ago
TranslationGood evening, no, they didn't tell me the date of any of this!
That the message was written on it, nothing else
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9 months ago
Dear player, could you please let us know if the casino provided any specific reason for closing your account?
Are you still able to access your account in any way, or has it been completely locked?
Also, do you have any new information or updates from the casino regarding the pending withdrawals?
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9 months ago
TranslationGood morning, they have closed my account completely, I have no access! They don't answer emails!
I have money in my account!
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9 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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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9 months ago
Hello!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Dear Legiano Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!
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 all,
We would like to inform you that we are examining the issue and we will inform you regarding this as soon as possible. We really thank you for your patience!
Best regards,
Legiano casino team
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8 months ago
Dear player,
Thank you for your patience.
We would like to inform you that you account has been closed due to administrative decision of our casino.
Regarding your funds, there is a verification process that has to be applied first. We have sent to you via e-mail all the appropriate documents that you may sent to us responding to the respected e-mail.
Thank you for your cooperation on the matter.
Best regards,
Legiano team
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8 months ago
Dear Paketo,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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8 months ago
TranslationI lost my money and I won't get it back thank you very much
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8 months ago
I am sad to hear that you have played away your funds. Unfortunately, I must reject your complaint in such case.
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8 months ago
It seems that the complaint was closed by mistake and the user did not lose their money. Paketo, can you tell what exactly the casino requires from you to process your withdrawal?
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8 months ago
TranslationI don't know what's going on in my account, I have a lot of money in it and I want it!
They don't accept the papers, I can't take it anymore.
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8 months ago
Dear Paketo,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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8 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Pavel
Casino.Guru
