The player from Chile was frustrated with not being able to withdraw his winnings and had received no clear explanation or support from the casino. He raised concerns over game transparency during 'Super Card' and requested a full review of his account, as he had invested over $30,000,000 on the platform. We requested verifiable evidence and transaction details to assess the situation objectively, but the player failed to provide the necessary information or respond to follow-up inquiries. Due to the lack of cooperation, the complaint was closed without further investigation or resolution.
Legiano Casino - Player’s withdrawal is being blocked.
Closed
Our verdict
Player stopped responding
Amount: $300,000 CLP
Legiano Casino
Safety Index 8.6 HighCase summary
Discussion
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1 month ago
Translation
Good afternoon,
I want to express my annoyance and concern regarding my recent experience on the Legiano Casino platform.
First, I have a critical problem: I tried to withdraw my money and the system wouldn't allow it, without providing a clear explanation. Furthermore, I've tried contacting support without receiving a concrete response.
In addition, my account executive or VIP manager never responds, leaving me without a direct channel for support, despite my high level of activity on the platform. For this reason, I find it necessary to escalate this case through you.
Additionally, during several sessions playing "Super Card" (Blackjack), I have observed dynamics that affect my perception of transparency. In particular, at the end of certain games, the dealer lays down between 3 and 5 cards face down and waits for a signal before continuing, which raises reasonable doubts about the system's operation.
This becomes especially relevant when considering recent results where the dealer reached 21 on multiple consecutive occasions (up to 7 times), which is, at the very least, unusual from the user's experience.
I also want to put my usage level into context: I have invested more than $30,000,000 in the platform, which positions me as a high-value customer.
Given all of the above, I request:
Full review of my account
Clear explanation about the withdrawal block
Review of the functionality of the aforementioned game
A concrete solution regarding the available funds
I await a prompt response and a solution commensurate with the situation presented.
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
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- What is the current real-money balance in your casino account?
- Have you made any successful withdrawals from this casino before?
- Have you completed the full KYC verification at this casino?
- When was the last time you attempted to withdraw your winnings?
- Could you please provide any evidence showing potentially unfair or irregular behavior during the blackjack session? Kindly send it to veronika.f@casino.guru.
Regarding the unresponsive support, please note that this unfortunately falls outside our scope of investigation.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
TranslationDear,
I didn't take a picture, but this practice happens all the time on this platform. It's a system designed to prevent withdrawals. Regarding the evidence, I indicated the clock face; with this information, they can easily verify what I'm saying.
Greetings.
Rodrigo
Automatic translation:
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1 month ago
Thank you for your reply.
In cases involving serious allegations—such as unfair game behavior or withdrawal restrictions—it is essential for us to have at least some form of verifiable evidence (e.g., screenshots, game history, transaction logs, or communication with the casino). Without this, we are not in a position to objectively assess the situation or challenge the casino on your behalf.
Regarding your statement about the game behavior, please note that perceived unusual outcomes (such as multiple consecutive wins by the dealer) can still occur within standard probability and do not, on their own, indicate manipulation. Similarly, without details or documentation related to the withdrawal issue (such as error messages or account status), we cannot determine the cause of the problem.
- To determine whether we are able to proceed with your case, could you please send me a screenshot of your transaction history showing your current withdrawal requests?
- Do you have any real-money balance in your account that you've been unsuccessfully trying to withdraw?
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1 month ago
Dear RamonaPetra,
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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4 weeks 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,
Veronika
Casino.Guru
