The player from Germany had been trying to withdraw his winnings of €20,000, but after waiting three weeks, he faced a limit of €1,500 per month instead of the stated €7,000. He expressed frustration over the delayed payouts and the slow response from customer service regarding withdrawal issues. The Complaints Team had engaged with the casino, which clarified that there were currently no pending withdrawals and that the player had canceled some requests. The player was informed that due to a third party having access to his account, the case could not be approved and was subsequently closed as "Rejected."
Legiano Casino - Player's winnings are delayed and limited.
Closed
Our verdict
Unjustified complaint
Amount: €20,000
Legiano Casino
Safety Index:HighCase summary
Discussion
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4 months ago
Translation
Hello,
I would definitely not recommend the casino and would advise people not to play there. We deposited €400 at the casino and won around €20,000. The terms and conditions state that we can withdraw €7,000 per month, but customer support says we can only withdraw €1,500 per month. We have only been able to withdraw €1,500 in 1.5 months (40 days). The next payouts have been delayed for two weeks, and customer service writes the same thing every day, as if they were just sending out prescribed sentences about the payouts being delayed. The casino's next rule is that you can only withdraw your winnings in €500 increments, meaning €1,500 per month and then in further €500 increments. You can deposit vast amounts of money, but as soon as you want to withdraw, problems arise. This is the biggest scam I have ever seen in the casino industry.
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4 months 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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4 months 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 share any supporting evidence regarding your previous payouts within the last 40 days?
- Could you please share a screenshot of the verification status of your account, if available?
- Could you please share with me your communication with the casino regarding the issue? 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
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4 months ago
TranslationHello Tomas,
I have sent you all the information you need via email. I have sent you the receipts for the last payouts and many chat conversations where they reassure you again and again that the payout is being processed and the money will arrive. They say everything is fine with the account and that only a little patience is required. Unfortunately, we have been hearing this for weeks and nothing has happened. The status of the payout has remained unchanged since October 7 and is now processing. That was almost four weeks ago and that is an outrage like I have never experienced before. Another €18,000 is still waiting and I wonder how many years the payout will take. That is an absolute outrage. I could provide many more screenshots of the communication with the customer service representatives where the same thing is always written. If any further documents are required, please let me know and I will send them to you immediately.
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4 months ago
TranslationHello Tomas,
Is there any update on the current case?
I've noticed that almost 7 days have passed without a reply. I would like to inquire whether there are any new findings?
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4 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@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.
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4 months ago
TranslationToo bad, Tomas.
I thought something had happened in these 7 days because the timer expired on your end.
If any documents are needed, please let me know and I will send them to you.
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4 months ago
TranslationHello Martina B.,
If you need any further documents, you can write to me anytime. I would upload the documents immediately because I finally want to make some progress. It's been almost four weeks now and there's still no sign of Casino Legiano, because no money has been paid out yet, and I'm starting to get really angry.
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4 months ago
Dear STARRR,
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 totally understand your frustration! 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´s withdrawal request are still not processed?
Thank you in advance for providing the information.
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4 months ago
Dear STARRR,
Thank you for reaching out, and we completely understand how frustrating it can be when withdrawals take longer than expected.
After reviewing your account, we can confirm that there are currently no pending withdrawals or active balances.
Regarding the withdrawal limits, we’d also like to clarify that, according to our Terms and Conditions, the maximum withdrawal limit is 7000. We take accountability for any confusion caused by previous information you may have received. Our team has been reminded to ensure consistent and accurate communication going forward.
Furthermore, we want to draw your attention to the following articles from our Terms and Conditions, which were agreed by you before registering:
6.11 - All withdrawals are processed according to our monthly withdrawal limits and taking into consideration the VIP status of the customer requesting the withdrawal.
6.13 - At any time, a customer may have a maximum of 3 (three) pending withdrawals on the account.
6.15 - Requests to withdraw funds are worked through by the financial department within 3 (three) business days after the request is made and/or 3 (three) business days after the last withdrawal request was paid out, provided all other conditions are met and checks are completed, as outlined in the Terms. Financial department agents process requests for withdrawing monetary funds from 6 AM to 5 PM GMT, Monday-Friday. You consent that you are familiar and agree with the timetable of withdrawing funds. <<…
If you have any additional questions or need help, please don’t hesitate to let us know.
We’re here to help and make sure everything runs smoothly for you.
Kind regards,
Legiano casino Team
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4 months ago
Dear STARRR, I understand your frustration!
Dear Legiano Casino Team, can you please help us understand what is going on?
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4 months ago
Dear All,
After conducting another review of your account, we can confirm that there are currently no pending withdrawals or active balances.
Following up on players inquiry regarding the withdrawals made on November 7, 8, and 10, we can confirm that the withdrawal requested on November 7 was successfully processed and paid the following day. The withdrawals requested on November 8 and 10 were cancelled by the player.
In addition, we would like to draw your attention to the following point of the Terms and Conditions that you accepted when creating your account with our website:
6.14 - The Company reserves the right to make payments according to individual schedule, set the minimum and maximum amount per one transaction and the time for this transaction, which may differ depending on the withdrawal method, your account level or other relevant factors.
Lastly regarding the email that the player provided a screenshot, it was regarding the player requesting account closure thus it was not related to any pending withdrawals.
Thanks for your time and cooperation.
Kind regards,
Legiano casino Team
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4 months ago
Dear STARRR,
Could you please confirm that there are no pending withdrawal requests on your account?
Regarding the account closure, I would encourage you not to proceed with closing it if there is still any remaining balance, as it appears that such funds might be forfeited upon closure.
Thank you for your understanding.
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3 months ago
TranslationHello Legiano Casino,
Something doesn't seem right here.
Could you please send me the email you received from me stating that I wish to close my Legiano account?
Can you answer another question for me and tell me how or through what the last balance from the account was gambled away?
We had €20,000 in the account, of which €2,000 was paid out and €6,000 was gambled away. €12,000 should still be there, and I have no idea where the money is. Only I and my friend, with whom I won the money, had access to the account.
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3 months ago
Dear STARRR,
I understand the situation you’ve described; however, as you have confirmed that a third party (your friend) has had access to your account, I regret to inform you that we are unable to approve your case.
Accordingly, I will proceed to close this case with the status "Rejected."
Thank you for your understanding.
