The player from Spain had his account under review since November and could not access it to determine his funds. Despite requesting a manual withdrawal, he did not receive any money or a response regarding his account status. The player had completed KYC verification and had only engaged in sports betting before the account was blocked. The complaint was closed by the Complaints Team as they lacked the expertise and access to evaluate disputes related to sports betting or the casino’s internal investigation. The issue remained unresolved due to these limitations.
Legiano Casino - Player’s account is under review and funds are delayed.
Closed
Our verdict
Other
Amount: €300
Legiano Casino
Safety Index:HighCase summary
Discussion
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3 weeks ago
Translation
The amount I've entered is just an estimate; it's probably more, but they won't let me access my account, and when I ask how much money I have in the account, they don't give me any answer.
As I said, the account has been under review since November, and they were supposed to process a manual withdrawal, but I still haven't received the money.
Automatic translation:
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3 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.
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3 weeks ago
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 clarify your situation.
- What types of games did you play shortly before your account was suspended?
- Have you passed the full KYC verification at this casino, or have you at least submitted any identity documents?
- When was the last time the casino customer support contacted you regarding the manual withdrawal of your balance?
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
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3 weeks ago
TranslationWhat types of games were you playing shortly before your account was suspended?
- Sports betting.
Have you completed the KYC verification at this casino, or at least submitted some form of identification?
- Yes, I have sent all the documents they requested.
When was the last time the casino's customer service contacted you regarding the manual withdrawal of your balance?
- On 20/02/2026 I contacted them and they replied with the following:
Dear Jason,
Thank you for contacting our customer service team.
We offer our sincerest and deepest apologies for the delay in responding to your recent request. We fully understand that waiting for an update can be frustrating, and we sincerely regret any inconvenience this may have caused you.
We want to assure you that your case is being thoroughly reviewed by the relevant department and we are giving it all the necessary attention to ensure a complete and accurate resolution.
We sincerely appreciate your patience and understanding while this review is underway. Our team is committed to processing your request as quickly as possible and will provide you with an update as soon as any progress is made. Thank you for your continued trust and for being such a valued member of our team.
community.
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2 weeks ago
Thank you for your patience throughout the complaint process.
Please understand that if your account has been blocked and you only placed bets on sports betting, the casino may have detected certain activity that led to this decision. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.
This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.
We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.
We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.
Best regards
Veronika
