Legiano Casino - Player's withdrawal has been delayed.

They responded to my request with a standard message, nothing more.

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Dear LelloX47,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you made any successful withdrawals from your account previously?
• Can you confirm that your KYC verification was completed?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

-No KYC verification has been completed to date, they have never asked me for it

• As of today, the blood tests have been OK.
• they do not come from real money

So they responded today with the same old automatic response, they don't even take into consideration what you write to them, they don't care, demonstrating a new transparency like a mess

This is a screenshot of the response from the casino's complaints office, but it's still a generic response.

Dear LelloX47,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear LelloX47,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Legiano Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Legiano Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in the player’s withdrawal due to pending verification.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

My pleasure

Always the same old response, standardized copy and paste style as if the response came from an automatic responder.

Today I received an email asking me to verify my identity. I sent them a photo of my ID and my Self-Service card. Let's see if I can withdraw this money after a month or if they have other excuses to make up for not paying. I'm curious to see what happens.

I uploaded the photos of my ID and the required selfie for KYC verification, but I'm having trouble taking a selfie with the casino website background. I'll have to ask someone else to take the photo for me. I don't have a computer. To avoid asking for favors, I could send the casino an electricity/gas bill or alternatively a PDF of my card transactions. In the meantime, I'll see if I can resolve the issue.

Dear all,

Thank you for contacting us.

We just wanted to inform you that we are checking the case regarding your verification with the relevant department. Once there is an update we will inform you!

We appreciate your understanding!

Best Regards,

Team Legiano

Hello everyone,

thank you, Legiano Casino, for the update.

Dear LelloX47,

thank you for the info. For now, we’ll wait for the casino’s response after the verification review.

Please let me know if there is any update on your side.

I will keep monitoring the case.

Thank you both.

Photo with document and Legiano website background sent by email and uploaded from the account.

To date nothing has changed, the screenshot I attach appears in my account

The situation is very strange, as it feels, the casino is wasting time on purpose and I don't want them to invent some other request just to prolong the situation even further.

Samuel, can you help me with the authentication photo with your ID and casino background? I can send it to you privately.

Hello everyone,

thank you for the update.

Dear LelloX47, I understand your concerns. For now, I kindly ask you to remain patient while the casino completes the verification review. Regarding the photo, you can either send it to me directly or upload it here in the thread. I will mark it as a sensitive attachment, so it will not be publicly visible.

Thank you for your cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear LelloX47,

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,

Samuel

Hello everyone,

We’ve reopened this complaint at the request of LelloX47. We would like to give this case one more opportunity to be reviewed and assist both parties in reaching a clear and satisfactory resolution.

Dear LelloX47,

thank you for your request to reopen the complaint and for the additional information provided. I understand your position that the casino had indicated the withdrawal would be processed within 3–5 working days, and your expectation that this timeframe should now be respected.

Dear Legiano Casino,

I would kindly ask you to review the player’s current withdrawal status and confirm whether the payout has been processed as previously indicated (within 3–5 working days), or if there are any reasons for further delay. If the payment has already been completed, please provide confirmation so we can close this matter accordingly.

I will wait for your update so we can continue the review.

Thank you both for your cooperation.

Still nothing to date

Dear all,

thank you for contacting us.

We would kindly ask for more information of what exactly is needed from us so we can try and help. The latest screenshot uploaded by the customer is not from our website.

Thank you in advance!

Best Regards,

Team Legiano

Hello everyone,

thank you, Legiano Casino, for clarifying the situation.

Dear LelloX47,

after reviewing the newly submitted information, I must point out that the screenshot you provided does not appear to be related to Legiano Casino at all. Additionally, the complaint was reopened against the wrong casino, as the issue shown in the screenshot clearly concerns a different operator.

For this reason, I am unable to continue this complaint further and will now close it again.

I also have to say openly that submitting unrelated screenshots or reopening complaints against the wrong casino is not something that should happen. Please do not attempt anything similar in the future, as Casino Guru can take certain measures in situations where complaint procedures are being misused or misleading information is being submitted.

The complaint will now be closed.

Best regards,

Samuel

Casino Guru