The player from Greece had been awaiting a withdrawal of winnings for two months, which had not been processed. After canceling a previous withdrawal and attempting to withdraw again, customer support had continually promised resolution in 3-5 business days, but the issue persisted with no progress. The Complaints Team acknowledged the delay and emphasized the importance of KYC verification and processing times. Due to a lack of response from the player, the complaint was closed; however, the player was informed that they could reopen the complaint in the future if they chose to continue communication.
Legiano Casino - Player’s withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €300
Legiano Casino
Safety Index:HighCase summary
Discussion
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6 months ago
Translation
Last time I had won some money 2 months ago and the withdrawal never went through until I cancelled the withdrawal a few days later I made another withdrawal the same winnings I didn't play it another month passed and nothing. Customer support says the same thing in 3-5 business days and another month has passed. I played the money and for quite some time I didn't play again a few days ago I said I'll try, I shouldn't have done it again they do the same thing they won't pay any attention to the withdrawal I'm talking to the department
support and they tell me the same thing.
Automatic translation:
Public
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6 months ago
Dear player,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time for your money to appear in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Natalia
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6 months ago
Dear EMMANOUIL01,
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.
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6 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Natalia
Casino.Guru
