The player from Germany had requested a withdrawal two weeks prior after successfully clearing a bonus. He had been in daily contact with the casino, but after 16 days, he still had not received his €1,500 and was left waiting without specific guidance on expediting the process. The issue was resolved when the casino confirmed that his withdrawal requests had been completed successfully after being escalated to the payments team. The player expressed gratitude for the assistance he received.
Legiano Casino - Player's withdrawal has been delayed for 16 days.
Closed
Our verdict
Player stopped responding
Amount: €5,100
Legiano Casino
Safety Index 8.5 HighCase summary
Discussion
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11 months ago
Translation
I made a deposit and received a bonus. I successfully cleared this bonus, so the entire amount was transferred to my real money account. Then I wanted to withdraw the money. Initially, I was able to make three withdrawals of €500 each, for a total of €1,500. I thought that was fine, since I wanted to withdraw another €1,500 later until the entire balance was paid out.
Since then, I've been in daily contact with the casino. Each time, I'm told to be patient because there are supposedly problems—but they don't tell me specifically what I can do to speed up the process. They keep assuring me that my money is safe and that I'll definitely get it.
But now more than 16 days have passed, and today they just kept me waiting again.
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11 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Could you kindly send me a link or a screenshot of the bonus you activated and played with?
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,
Veronika
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
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If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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11 months ago
TranslationI have not yet requested a withdrawal, and none have been successfully processed so far.
My account says no verification is required. This was also the case with other online casinos, and withdrawals there worked without any problems.
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11 months ago
TranslationUnfortunately, your summary is not entirely correct.
So far I have not received any money in my account.
I'm still waiting for the first payout of €1,500 so that I can then have the remaining amount paid out — which will probably take just as long again.
Edited
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11 months ago
TranslationI still have no payout and have been waiting for 3 weeks
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11 months ago
Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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11 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Dome1108,
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,
Jana
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10 months ago
We’ve reopened this complaint at the request of Dome1108. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
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10 months ago
TranslationI've now requested a payout of €500 twice, three times each. The first time, it took over three weeks for the money to finally arrive. Now I've requested the same amount again, and again more than 14 days have passed without anything happening.
No information, no feedback, no progress – it's absolutely disappointing. You're left in the dark and have to wait forever, even though it's a simple payout that should normally be processed within a few days.
These repeated delays are unacceptable and raise serious questions about the provider's reliability. I hope something changes urgently—both in terms of communication and processing.
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10 months ago
Dear Dome1108,
We hope you are well.
Thank you for addressing the issue. Please rest assured that we have forwarded it to our payments team in order to be checked with priority and we will have updates for you as soon as possible.
We deeply sorry for this delay that occurred. Thank you so much for your patience!
Best regards,
Legiano casino team
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10 months ago
Dear Dome1108,
Thank you for your patience.
We would like to inform you that your withdrawal requests have been completed successfully.
Best regards,
Legiano casino team
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10 months ago
TranslationI received the money. And now I've been waiting for my other money for a week.
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10 months ago
Dear Dome1108,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
