Legiano Casino - Player’s account has been suspended and funds are delayed.

I play at the "Legiano" casino and about 13 other casinos belonging to the same company. I have a single account in my name at each casino. On January 16th, I requested a withdrawal of around €45 from each casino (13 in total, more than €500 approximately), and they held the withdrawal. Then they blocked my access to the casinos, canceled the withdrawals, and sent me an email asking me to complete the KYC (Know Your Customer) verification. Since I can't access my account, I sent them photos of both sides of my ID and a selfie holding it. Two weeks have passed, and I haven't received any updates, my money hasn't been returned, and I haven't received any explanation.

I only use real money, no bonuses. The game I did well on was "Bonus Crab," which is more of a skill game than a game of chance; I think that's why they closed my accounts. I didn't violate any of their Terms and Conditions with the strategy I used. Besides that game, I also play live casino games (bjège, roulette, baccarat).

I have made several previous withdrawals at these casinos, they were just delayed, but now they have blocked my access without giving any response.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to better clarify your situation.

• Were the €45 winnings from the Bonus Crab accumulated across all of these casinos?
• Did you follow the same playing strategy in all casinos belonging to the same group as Legiano?
• Could you please forward the documents you submitted to the casino for verification to veronika.f@casino.guru?
• When was the last time you communicated with the casino’s customer support, either via live chat or email, regarding the suspension of your account?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Did the €45 winnings from the Crab Bonus accumulate at all these casinos?

Approximately the same amount

Did you follow the same playing strategy in all casinos belonging to the same group as Legiano?

Yes, I was doing well so I continued, since the game is based on skill.

Could you send the documents you sent to the casino for verification? veronika.f@casino.guru ?

I'll send them to you

When was the last time you contacted the casino's customer support, either via live chat or email, regarding your account suspension?

January 19

Thank you for your email.

Have you received any updates regarding the documents you submitted for verification to Legiano Casino?

Am I correct in understanding that your account was suspended only temporarily until your account is verified?

I sent an email asking about the status of the KyC and they replied saying that all accounts were suspended indefinitely without explaining why. They didn't tell me anything about the KyC, they only said it was an internal decision.

I didn't violate any of the Terms and Conditions and they've blocked me without justification... Please help me...

Dear crixuss123

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello crixuss123,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Legiano Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why was the user's account blocked? Are there any issues with the verification procedure?

Thank you in advance for providing us with your view of the issue.

Dear crixuss123,

Thank you for reaching out to us.

We would kindly like to inform you that your case has been forwarded for review and we expect further information and updates as soon as possible.

We thank you for your patience and understanding.

Kind regards,

Legiano Casino Team

Dear casino representative,

thank you for the update, we will be awaiting the results of your investigation.

Dear crixuss123,

We would kindly like to apologize for the delay in your case.

Please be informed that we are working with priority on solving your case and will contact you in the nearest time with further information and updates.

We thank you for your patience and understanding.

Kind regards,

Legiano Casino Team

I need an immediate solution; I've waited too long. The solution is simple: unlock my accounts at all the casinos that blocked me so I can withdraw the money in them. I can no longer use the strategy I used in the crab bonus because they removed the "behind" bets; that alone is enough.

Legiano, rabona, bankonbet, casinia, spinanga, sgcasico, caddola, allyspin, spinbara, spinit, OnlySpin and I don't remember which others.

They just tell me that my accounts are permanently blocked by internal decision, but they don't even say why.

Dear crixuss123,

We thank you for your reply and patience.

Please be informed that your case is still under review.

Please be assured that we do our best to provide you further information as soon as possible.

We marked your case already with priority and expect additional updates in the nearest time.

We thank you for your understanding.

Kind regards,

Legiano Casino Team

Dear casino representative,

thank you for your response. Could you please provide us with an approximate timeframe in which the investigation might conclude?

Dear All,

We would kindly like to apologize for the delay in this case.

Please be informed that we are currently still waiting for further information of the departments involved.

Be assured that we marked the case with priority and will provide you with all updates as soon as possible.

We thank you for your patience and understanding.

Kind regards,

Legiano Casino Team

Dear All,

Thank you for your patience .

We can confirm that we are able to provide you with further information regarding this case in the nearest time. We would kindly like to ask you for a little bit more patience and thank you for your understanding.

Kind regards,

Legiano Casino Team

Dear Martin,

We would kindly like to ask you to check your emails where we send you further explenation regarding this case.

Thank you for your understanding.

Kind regards,

Legiano Team

Dear casino representative,

thank you for your response, I have sent you an additional email.

Dear crixuss123,

could you please explain the strategy you've used in more detail?

In the bonus crab, using one casino account, I tried to win a plush toy. Using other casino accounts, I bet on which account would win the plush toy from the first account. If I won the plush toy, I earned 1.5x my bet from each casino. The maximum bet allowed was €10 per account, and if I didn't win the plush toy, I lost everything across all accounts.

All of this does not infringe any T&Cs, as I only have one account at each casino.

Dear Legiano casino representative,

Please release all my accounts from Radiki. I haven't violated any of their terms and conditions. I simply saw an opportunity to win by playing by their rules and conditions. I'm skilled at games and I like to win fairly, and the "bonus crab" game is a game of skill. It's not my problem that they won money using a completely legal strategy. It's unfair that when the casino wins, they do nothing, but when the player wins, these things happen. They've delayed this case for far too long. It's imperative that you unblock my accounts from all the casinos...

Thank you in advance 🫂

Dear All,

Thank you for your reply and patience.

We would kindly like to ask for a little bit more time in order for us to consult with all departments involved to find a solution.

We thank you for your understanding and will update you as soon as possible.

Kind regards,

Legiano Team

Dear casino representative,

thank you for your response, we will be awaiting the remaining clarifications.

Dear All,

Thank you for your patience.

Please be informed that there is currently a delay as new evidences are gathered in order to send a complete overview of this case.

We would kindly like to inform you that we are trying to solve the case as soon as possible and will contact you in the nearest time.

Thank you for your understanding.

Kind regards,

Legiano Team

Dear All,

Give me back my accounts. The strategy I used is useless now, and that's enough. I'll just go back to losing as usual, since only the casino should win...

Dear casino representative,

thank you for informing us about the current state of events. I understand an in-depth investigation is needed, but I would also like to point out the case has been opened for quite a long time and a general idea of the strategy has been established. In case the investigation will need more time to conclude, please give us more details about the current state of the matter, along with an expected timeframe in which you will be able to issue a final response, if possible.

Dear crixuss123,

Thank you for your patience.

Please be informed that your account has been permanently closed without option of reopening.

However, we would kindly like to ask you to check your emails and provide us with your bank details in order to proceed with the withdrawal of your remaining balance.

Thank you for your understanding.

Kind regards,

Legiano Team

What is the reason for closing my accounts?

Well, I just hope they return my money from all the casinos that closed me down, not just the one in Legiano...

Dear casino representative,

please provide me with clarifications regarding the closure at martin.l@casino.guru

Dear All,

They have to pay me the money that is in all the casinos that were closed down related to the case, not just the one in Legiano.

Casinos

spinanga, casinia, onlyspin, rabona, legiano, bankonbet, librabet, alfcasino, bassbet, caddola, sgcasino, spinit, allyspin.

My bank account details have already been delivered via email.

Dear Martin,

we would kindly like to ask you to check your emails where we replied to your question.

Dear crixuss123,

Thank you for the provided information.

Please be informed that we initiated the withdrawal of your remaining balance and expect the finalization in the nearest time.

Please note that you are currently in contact with the Legiano Casino. In case you have further complaints about other accounts that you have, we recommend contacting the relevant department of the casino in question.

Thank you for your understanding.

Kind regards,

Legiano Team

Dear Legiano,

The staff at the other casinos is the same; I have to wait three months at each casino without receiving a clear and objective answer as to why they decided to close my account?

After 3 months I only have more questions than answers...

Can I continue playing at the other casinos that didn't close my account?

Can I use the same strategy I was using?

Why were my accounts closed?

Dear casino representative,

thank you for your response and cooperation. We will be awaiting the confirmation of payout.

Dear crixuss123,

I am afraid your account will be permanently closed at Legiano, after you withdraw your funds. Please note we are unable to challenge this decision - as long as the casino is willing to payout all of your funds.

Currently, this response only concerns Legiano, but I personally suspect the outcome will be the same in all the other casinos.

But I can't create another ticket for each casino and wait another 3 months...

If when they closed my account, they closed it at all the casinos involved, why can't they transfer my funds from all the casinos now, if the staff working at all the casinos involved is the same?

Dear scoundrels,

I still haven't received a single dollar of the $500 that was stolen from me... Please send the money as soon as possible.

Dear Martin,

Why do these casinos have such a good reputation? There are thousands of complaints about these casinos, and you mark them as resolved... I'm not satisfied with just getting my money back from one casino... The guy who's responsible for Legiano is the same person who's responsible for all the other casinos, and you give him a good reputation? I mean, it's been three months, and you think trying to pay $45 is okay? Well, no, it's terrible...

I still don't know what the heck I did wrong that led to my accounts being closed....

Just because I won, are they closing my accounts?

Dear crixuss123,

We would kindly like to apologize for the delay of your payment.

Please be informed that we send you an email requesting your crypto wallet in order to proceed with the transaction.

Kind regards,

Legiano Team

Dear parties,

thank you for your continued cooperation. Please keep us updated on the status of the player's funds.

Dear crixuss123,

in case you want to find our more about the methodology behind the safety index, please look at this link

Dear Martin,

You are the arbiter here, since they don't give me an explanation for the closure of my account, you should ask them to return all the money from all the casinos.

I have already contacted each of the other casinos, and their decision is not to release the money that is in my account, money that I legally deposited and won.

Please contact the other representatives of the other casinos (which I assume is the same person from Legiano), and demand the return of my money...

This takes an excessively long time, and it wouldn't be right to generate a ticket for each casino to further delay the decision made.

Dear crixuss123,

I understand your point of view and I'll see what I can do. However, even sister casinos are not all operated by the same people - casino representative has explicitly told me, that they are only able to deal with your account on Legiano.

Dear Martin,

If you can contact the other casinos, I would appreciate it.

Thank you in advance.

Dear crixuss123,

Thank you for your patience and the provided details.

Please be informed that your remaining balance on your legiano account has been forwarded for payment and we expect the finalization in the nearest time.

Thank you for your understanding.

Kind regards,

Legiano Team

They haven't sent anything yet; crypto transactions are instant.

Just pay me already, stop wasting time and making paperwork.

Legiano has already paid, the other casinos are still pending....

Dear crixuss123,

I am glad to hear that your issue with this casino has been resolved. As for the other casinos, I am currently waiting for a response from one of the casino representatives, I will keep you updated on the situation via email.

In the meantime, I'll go ahead and mark this complaint as 'resolved' in our system. While I understand you expressed your wish to solve your issue in all casinos inside this complaint, we are unable to do this, as it seems the decision making might not be unified across the whole group.

We appreciate your cooperation and confirmation. As I said, I will keep you updated on the process and advise you on the next steps.

Best regards

Martin

Casino.Guru