Legiano Casino - Player’s withdrawal has been delayed.

I requested three withdrawals for a total amount of €1350 (500,500,350) and despite the 5 working days indicated in the withdrawal terms and conditions having passed, they still have to be approved by the system. I had previously tried to withdraw via mastercard and they were cancelled, so I was forced to withdraw via bank transfer, but still nothing. They did not ask me for any documents, telling me that everything was in order, and when contacting customer support they always give the same answers but the money does not seem to arrive in any way. I also contacted email support but they seem to ignore me, I'm fed up and I would like my money to arrive.

Dear marcogiek,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear marcogiek,

Thank you for your patience.

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately by email.

We sincerely apologize for the inconvenience caused. Rest assured, we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

Legiano Team

Thank you for your reply.

I understand these things can take time, but I must express my growing frustration with the situation. It has now been over 10 days since I initiated the withdrawals, and for the past 5 business days, I've been told that the process is in its "final stages of approval" — yet there has been no progress or concrete update.

To make matters worse, my initial withdrawal attempt via Mastercard was rejected by your system, forcing me to resubmit using a different method, which caused further unnecessary delays.

I kindly ask that this issue be treated with the urgency it requires. I believe I’ve been more than patient, and I now expect a prompt resolution and clear confirmation of the payment timeline.

Dear marcogiek,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear marcogiek,

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.

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,
Nick
Casino.Guru