The player from Germany had struggled with his Legiano account verification, having submitted his ID and a selfie three weeks earlier without receiving any updates. His account had been blocked from making withdrawals, and he could not see the status of his documents on the verification page. The verification process had been delayed due to additional document requests, including proof of deposits and crypto wallet verification, which had faced repeated rejections. The complaint was resolved after the casino confirmed the player's account had been successfully verified on April 13, 2026, and several withdrawal requests had been processed, with the remaining pending withdrawals forwarded for immediate processing. The player confirmed receipt of the payments, and the complaint was closed.
Legiano Casino - Player's verification process is delayed.
Case closed
Amount: €5,355
Legiano Casino
Safety Index:HighCase summary
Translation
Hello, I'm having a problem with my Legiano verification. I've been trying to verify my account for three weeks now and have already uploaded my ID and a selfie, but there are no updates from the casino. I can't request any withdrawals because they've blocked that function for me. I also can't see whether my documents have been accepted or not, as nothing is displayed on the verification page anymore.
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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 clarify your situation.
- Have you uploaded your ID and a selfie directly to your casino profile, or did you send them to the casino via email?
- Have you received any messages from the casino regarding the verification of your account at all?
- When was the last time you communicated with customer support regarding the verification of your account? What response did you receive?
- What types of games did you play to accumulate the winnings you've been trying to withdraw?
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
TranslationHello, I uploaded the documents directly to the account.
The casino did not attempt to communicate with me in any way, and I only became aware of the verification process through daily logins.
I contacted the live chat about a week ago and was only told that it was being reviewed, even though I have been waiting for a long time.
And so far, nothing else has changed.
I made all my winnings exclusively from slots.
Hello Nibadon,
We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
TranslationThe verification process has now been going on for 6 weeks and there is no visible progress.
Dear Nibadon;
I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.
I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at karla.m@casino.guru
Thank you for your understanding.
Best regards,
Karla
Casino.Guru
Dear Nibadon,
Thank you for your patience, and I’m sorry to hear that your verification has been ongoing for such a long time without any visible progress.
I understand how frustrating this situation must be, especially since you are unable to request a withdrawal and have not received any meaningful updates from the casino.
To better assess your case and proceed further, I would like to clarify a couple of additional points:
Have you tried contacting the casino via email (not only live chat)? If so, could you please share their response with me?
Have you been asked to provide any additional documents after submitting your ID and selfie, or are those the only documents requested so far?
These details will help determine whether the delay is due to incomplete verification requirements or a lack of response from the casino.
In the meantime, if you have any screenshots of your verification page or communication with the casino, please feel free to share them here or send them to my email at karla.m@casino.guru.
Thank you in advance for your cooperation.
Best regards,
Karla
TranslationHello Karla.
My ID and selfie were both accepted, and then I was asked for proof of deposits and my crypto wallet. I uploaded these documents two weeks ago, and then my crypto wallet verification was rejected for no reason. I re-uploaded it, and since then, nothing has happened.
I only used the live chat and it wasn't helpful at all.
The entire verification process has now taken 6 weeks; this is crazy and unacceptable.
I would also like to point out that I use Trust Wallet and have uploaded a screenshot showing my wallet address. This address is identical to the one from which I made deposits. Legiano requires my real name and address to be listed there, even though this doesn't exist and I already explained this to the live chat.
TranslationHello Karla,
Unfortunately, nothing is happening. Legiano is deliberately dragging everything out. It's already been over six weeks just for my verification, which still isn't complete because Legiano isn't processing my documents.
Dear Nibadon,
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,
Karla Mayfly
Dear Nibadon,
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 and state the reason why the player has not been yet verified?
Thank you in advance for providing the information.
Dear All,
Thank you for contacting us.
We are pleased to inform you that the player's Legiano Casino account was successfully verified on 13 April 2026.
4 withdrawal requests have been successfully completed since the verification, and the last 2 pending withdrawals have been forwarded to the relevant department for processing at the earliest opportunity.
Thank you for your patience.
Kind Regards,
Legiano Casino Team
Dear Legiano Casino Team,
thank you very much for the update!
Dear Nibadon
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.
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Nibadon,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Martina
