The player from Italy faces account-blocking and funds withholding issues with Legiano Casino after his Play ID profile was blocked, preventing him from accessing his account and making a withdrawal of €72.00. Despite contacting customer service, he receives no explanation or resolution regarding the withdrawal of his remaining balance.
Legiano Casino - Player’s account is closed and funds are withheld.
Opened
Current status
Waiting for player to reply
5d 8h 27m 0s
Legiano Casino
Safety Index 8.5 HighCase summary
Discussion
Public
Public
3 weeks ago
Translation
I am contacting you to request your assistance regarding an account blocking and funds withholding issue I am experiencing with Legiano Casino.
The events unfolded as follows:
I made a total deposit of €75.00 using the Play ID payment method on the Legiano platform.
After detecting gambling activity, my current real balance remaining in my account is €72.00.
Subsequently, my Play ID profile was blocked for reasons unknown. Since this is my primary login method, I was also blocked from accessing Legiano Casino, where I had logged in using Play ID. As a result, I currently have no way to access the platforms or request a withdrawal.
I contacted customer service to ask for an explanation, but was simply told that the account cannot be unlocked and that the money cannot be withdrawn.
Since the €72.00 is effectively my real money and I see no legitimate reason for it being withheld, I request your intervention so that the casino can either release my funds or manually refund the €72.00 via bank transfer or another alternative method.
Thank you in advance for any support you can provide.
Automatic translation:
Public
Public
2 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
2 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Legiano Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- Were any documents requested from the casino to verify your identity or account?
- Could you please confirm that you deposited in the casino using a payment method that belongs to you?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino regarding the reasoning for account closure? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Public
Public
2 weeks ago
TranslationThank you for your feedback and support. Below, I'll provide you with all the answers to your questions to clarify my situation:
How long have you been a player and when was your account banned?
I have been a member of the casino since approximately June 20, 2026, and my account was blocked last Saturday.
Did the casino ask for documents to verify your identity?
No, I was not asked for any ID before the block.
Was the deposit made using a payment method registered in your name?
Yes, I confirm that the deposit via Play ID was made using a payment method fully registered in my name.
What games did you play to accumulate your current balance?
I played exclusively slot machines.
Did you reach your current balance thanks to a bonus?
No, I didn't reach my balance through bonuses. I played, and my current balance of €72.00 is entirely real money.
Communications with the casino regarding the reasons for the closure:
The casino simply sent me a standard email citing Articles 9.1 and 9.4 of their Terms and Conditions (general suspicions of fraud or collusion), but without providing any evidence or specific reason. I am a regular player and have not violated any rules.
Automatic translation:
Public
Public
2 weeks ago
TranslationThank you for your feedback and support. Below, I'll provide you with all the answers to your questions to clarify my situation:
How long have you been a player and when was your account banned?
I have been a member of the casino since approximately June 20, 2026, and my account was blocked last Saturday.
Did the casino ask for documents to verify your identity?
No, I was not asked for any ID before the block.
Was the deposit made using a payment method registered in your name?
Yes, I confirm that the deposit via Play ID was made using a payment method fully registered in my name.
What games did you play to accumulate your current balance?
I played exclusively slot machines.
Did you reach your current balance thanks to a bonus?
No, I didn't reach my balance through bonuses. I played, and my current balance of €72.00 is entirely real money.
Communications with the casino regarding the reasons for the closure:
The casino simply sent me a standard email citing Articles 9.1 and 9.4 of their Terms and Conditions (general suspicions of fraud or collusion), but without providing any evidence or specific reason. I am a regular player and have not violated any rules.
Automatic translation:
Public
Public
1 week ago
Dear Garo2003,
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, Martina (martina.b@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,
Tomas
Public
Public
1 week ago
Dear Garo2003,
My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Legiano Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino representative, could you please provide more information about this case?
Thank you in advance for providing the information.
Public
Public
1 week ago
Dear Garo2003,
Thank you for reaching out to us.
We are sorry to hear about your frustration.
Please be informed that your case is currently under review and we will contact you as soon as possible with further information.
We thank you for your patience and understanding.
Kind regards,
Legiano Team
Public
Public
5 days ago
Dear Garo2003,
Thank you for your patience.
We would kindly ask you to check your emails where we asked for your details in order to proceed with the withdrawal of the remaining balance of your account.
Thank you for your understanding.
Kind regards,
Legiano Team
Public
Public
5 days ago
Dear Legiano Casino Team,
thank you for the update.
Dear Garo2003,
please keep us informed about the process.
Thank you
Sensitive attachment
Sensitive attachment
5 days ago
Translation
I sent everything by replying to the email
Automatic translation:
Public
Public
5 days ago
Thank you Garo2003.
Please Legiano Casino Team, let us know when you send the money.
Thank you very much!
Public
Public
yesterday
Dear Garo2003,
Thank you for your patience.
We are happy to inform you that your withdrawal has been successfully complete.
We thank you for your cooperation.
Kind regards,
Legiano Team
Public
Public
yesterday
Thank you Legiano Casino Team, do the good news!
Dear Garo2003
At this point it should only be a matter of time before the payment reaches you.
I will keep this complaint opened until your confirmation regarding successful withdrawal.
Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.
