The player from Germany faced difficulties withdrawing his winnings of €2,500, which had been frozen in his account for two weeks. Despite having successfully completed the KYC verification process after a previous win and withdrawal of €200, he was unable to request withdrawals and did not receive adequate assistance from support. The issue was resolved with the player's confirmation, and the complaint was marked as resolved by the Complaints Team. The player was encouraged to reach out again if future issues arose.
Legiano Casino - Player's winnings are blocked.
Resolved
Our verdict
Case closed
Amount: €2,500
Legiano Casino
Safety Index:HighCase summary
Discussion
Public
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1 week ago
Translation
Hi I
I am a player from Germany and I made a big win 2 weeks ago after depositing a total of about 100 euros.
I initially won €200, but after about three days, the withdrawal was simply canceled. I then had to contact support to find out what was going on. No one could help me. After about a week of back and forth, I received a reply to my email stating that I needed to complete KYC (Know Your Customer) verification. I completed the KYC process normally, submitting all the necessary information, and my KYC was fully accepted. In the meantime, I've wagered the money up to €2,500, which is now frozen in my account. I still can't withdraw it because my withdrawals are "blocked." I can't request any withdrawals, and neither live support nor email is providing me with any reasonable assistance.
Now I'm wondering what the problem is. I have a verified account, I previously won €200 at the casino and withdrew it without any issues. Now my money has been frozen in this player account for two weeks and I can't do anything about it.
Automatic translation:
Public
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6 days 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
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6 days 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.
- Were your KYC documents reviewed and approved by the relevant department yet, or have you just uploaded them to the casino?
- What types of games did you play to accumulate your winnings?
- Did you accumulate your winnings with or without a bonus?
- When was the last time the casino communicated with you regarding this issue and what explanations did they give you?
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
Public
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6 days ago
TranslationHave your KYC documents already been reviewed and approved by the relevant department, or have you just uploaded them to the casino?
Already approved, the verification section of the website states: "Your account does not require further verification. Enjoy our games!"
Which games did you play to earn your winnings?
-Le Pharaoh, Zeus vs Hades, Blackjack
Did you achieve your winnings with or without a bonus?
No bonus
When did the casino last contact you regarding this problem and what explanations were given?
Yesterday I received an email stating that after submitting the documents, it would take another 3 days for internal review. I've been dealing with the KYC process for over a week now… so those 3 days are long gone.
Automatic translation:
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6 days ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear SlotGambler88,
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,
Veronika
