Legiano Casino - Player’s account is closed but funds have not been refunded.

Hallo, seit dem 24.03.25 ist mein Konto durch eine Verwaltungsentscheidung geschlossen und es befinden sich noch 11 Euro auf meinem Konto. Das Casino behauptet unverschämterweise, dass mein Konto nicht geschlossen sei. Das ist eine Lüge. Im Anhang die Mail von Legiano und von meinem Konto, wenn ich versuche mich einzuloggen. Seit über zwei Wochen warte ich schon auf die Rückerstattung.

Dear AK1982888,

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?
• 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?
• Have you completed account verification in the casino? Were you asked to submit any documents necessary for verification recently or in the past?

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

Hallo ich hatte bisher nur eingezahlt bei Legiano, aber noch gar nicht gespielt gehabt. Es wurden keine Dokumente angefragt.

Thank you very much, AK1982888, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.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.

Dear AK1982888,

I'm Kubo, 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.

In the screenshot you provided, the casino representative mentioned they would guide you through the process of recovering access to your account. Could you please share the instructions they gave you and confirm whether you followed them?

Thank you for your cooperation.

Best Regards,

Kubo

Hallo, ja ich habe sie befolgt. Das Casino behauptet, mein Konto sei nicht geschlossen, was es jedoch ist. Ich kann nicht mehr in mein Konto reinkommen

Dear AK1982888,

Thank you for the confirmation.

Dear Legiano Casino,

Could you please clarify the reason for the player's inability to access his casino account, and advise on the steps he should take to regain access? Alternatively, please outline the process for refunding the remaining balance.

Thank you for your cooperation.

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 AK1982888,

I wanted to provide you with a quick update regarding your complaint. It appears the casino was experiencing difficulties accessing this thread. I have reached out to their representative through an external channel and am currently awaiting their response.

The casino has generally been cooperative in resolving player issues, so I’m confident they will respond with an explanation and assist with the resolution process shortly.

Thank you for your patience and understanding in the meantime.

Dear AK1982888,,

Thank you for contacting us.

We sincerely apologize for any inconvenience that may have arisen due to the delay.

We're currently looking into this matter and will get back to you with a thorough response as soon as we can.

Thank you so much for your patience and support while we work to resolve this issue.

Kind regards, 

Legiano Casino Team

Dear AK1982888,

I hope this message finds you well.

According to the information provided by the appropriate department, it is necessary to complete the verification of your account.

Upon the successful completion of the account verification, your requests will be processed accordingly.

In order to proceed with the verification of your account, we kindly ask you to upload the requested documents through our website. You can find the Verification page on your profile as well as the relevant documentation required to complete the process.

In the event of facing tech issues in uploading files, you may send what requested via e-mail to our support.

If you have any additional questions, please do not hesitate to contact us.

Thank you for your understanding.

Kind regards,

Legiano Casino Team

Hallo, wie soll ich in meinem Konto Dokumente hochladen, wenn ich mich nicht einloggen kann? Ich habe hier doch schon einen Screenshot reingestellt, dass ich nicht in mein Konto komme. Lesen Sie mein Problem überhaupt? Ich lade nochmal einen Screenshot jetzt hoch.

ich habe Ihnen die Dokumente per Email gerade geschickt und warte jetzt auf die Rückerstattung. 



Dear  AK1982888,

 

I hope this message finds you well.

 

We appreciate your submission of the documents necessary for the completion of your account verification.

 

These documents are presently under review by the appropriate department, and we will inform you as soon as we have an update.

 

Thank you for your cooperation and understanding.

Kind regards,

Legiano Casino Team

Hallo, ich habe diesen Fall hier am 08.04.25 eingereicht und nach über 5 Wochen sind wir erst so weit, dass das Casino damit anfängt meine Dokumente zu überprüfen, und das alles wegen lächerlichen 11 Euro. Zahlen sie endlich mein Geld aus, wenn ich nicht mehr in mein Konto komme.

Dear AK1982888,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

Legiano Casino Team

Ich habe Ihnen meine Wallet Adresse mitgeteilt und warte jetzt auf die Rückerstattung.

Ich habe mein Geld gerade erhalten. Danke an das Casinoguru Team. 👍

Dear All,

We are pleased t inform you that you remain balance, of 11 EUR, has been successfully completed.

Kind regards,

Legiano Casino Team

Dear AK1982888,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best Regards,

Kubo