The player from Poland had requested a withdrawal prior to submitting this complaint. Unfortunately, his winnings had not been received yet. The delay was explained as a common occurrence due to pending KYC verification or a high volume of withdrawal requests, and the player was advised to wait at least 14 days before escalating the issue. The complaint was later marked as resolved by the player, indicating that the issue had been satisfactorily addressed. We acknowledged the resolution and closed the case accordingly.
Legiano Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: 800 zł
Legiano Casino
Safety Index:HighCase summary
Discussion
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1 month ago
Translation
EN: Good morning, I'm filing a complaint against Legiano Casino regarding an 800 PLN withdrawal requested on January 24, 2026. Despite a week having passed and my account being fully verified, the withdrawal status is still "processing." Chat consultants (Bianka, Tatiana) repeatedly promised escalation to a "VIP Manager," but ultimately dismissed me with templates about a high volume of requests and sections from the terms and conditions (section 6.16). I believe the casino is deliberately delaying the withdrawal of such a small amount.
EN: Hello, I am filing a complaint against Legiano Casino regarding a withdrawal of 800 PLN requested on January 24th, 2026. Despite a full week passing and my account being verified, the withdrawal is still "pending". Support agents (Bianka, Tatiana) repeatedly promised escalation to a "VIP Manager" but eventually provided only scripted responses about high traffic and T&C section 6.16. I believe the casino is intentionally stalling this payment.
Automatic translation:
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1 month 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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1 month ago
Dear LegianoComplaint,
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 before your money appears 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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear LegianoComplaint,
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,
Karla
