Legiano Casino - Player's withdrawal is blocked due to verification delay.

Hello, I've been waiting for verification for over a week. I've sent everything and they haven't accepted it. I want to withdraw my money, but it's blocked because they haven't verified my documents. They always tell me to be patient, which I am, but there's a limit. What can I do?

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.

Dear Fanini,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

To clarify your case:

• Can you log in to your account now?
• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

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

Petra

Hello, well I sent my documentation through the application, they asked me for proof of identity and proof of address.

Everything was sent correctly, and it's putting me under review.

First it said it would take 24 hours, then 3 business days, but it's been a week and nothing.

Hello, when will I get an answer or solution to my problem? I've been waiting for 4 days. Thank you.

Thank you for your reply and for providing the previous details, Fanini.

• Have you received any specific feedback from the casino regarding your submission?
• Could you confirm the method you used to contact the casino about your verification status?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Hi, I've sent what you asked for to Petra.

Anyway, I'm going to leave negative reviews because I've been waiting 20 days for verification without being able to withdraw my money.

They will see.

Dear Fanini,

Thank you for your reply.

• Could you please provide a screenshot of your account verification status, if possible?
• Additionally, could you share any communication or attempts to communicate that you’ve had with the casino? This may include screenshots, emails, or chat records. You can send all documents to petra.h@casino.guru or upload your screenshots directly to the thread.

Without the necessary evidence, we are unable to proceed with the case, as it is essential for our resolution process. Thank you for your understanding.

Hello, I sent the tests to the email address you provided.

Can you confirm that you received them? Thanks

I'm attaching everything here since I didn't receive it by email.

If you want more, I can send you more.

Dear Fanini

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 Mirka (miroslava.d@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,

Petra

Okay, thanks

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Legiano Casino representative to join this conversation.

Dear Legiano Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

On Tuesday, after waiting almost a month, they asked me again for an invoice showing my address. I sent it, for the second time. I just hope it doesn't take as long as the second time.

Hi, I still can't withdraw my money.

Dear Player,

Thank you for contacting us.

We apologise for any inconvenience caused by the length of the verification process.

We are currently checking with the relevant department to clarify exactly which documents are still required from you. We will get back to you with an update shortly.

Kind regards,

Legiano Casino Team

The document was sent more than a week ago, because I've been waiting a total of one month to be able to withdraw my money.

I think it's been a long time, so please look into it as soon as possible because everything is fine.

In short, how much is it, because I'm really tired of waiting.

Good morning, I sent you the mobile phone bill with my address and it wasn't accepted. I also sent you a bill from my city hall and that didn't work either. I don't know what else to send you. Can you help me?

Why isn't the mobile and TV bill valid for you? I don't understand.

I already sent you the mobile phone bill with my address, I really don't know what else to send you.

It seems that what you want is not to pay, because everything is fine, I mean there are no excuses, really, this is the twrcwra time I've sent you documentation.

Hello, I've sent the phone bill three times and it's not working. Can you tell me why? I don't understand.

Hello??? Why is nobody answering me and giving me a solution? I already sent the PDF documents, it's been a month and a half and I still can't withdraw my money. This can't be happening.

Dear Player,

Regarding your account verification, we are still waiting for your Proof of Address (POA).

Please reply to this email with an official document (utility bill or bank statement) attached. For security and compliance reasons, this must be the original PDF file.

Please avoid sending screenshots or photos, as these cannot be accepted.

Thank you for your cooperation.

Kind regards,

Legiano Casino Team

I sent it to you by email in PDF format and you haven't replied.

The app won't let me send it, and you told me to send it by email. I sent it, and now you're asking me for it again. I don't understand anything. How do I send it to you as a PDF here because I can't figure it out?

Dear Fanini,

If I understand it correctly, that you have been able to provide the casino with the document in PDF (as downloaded from your banking software, or as received from an organization, that issued it), and it still hasn't been accepted, please forward it to miroslava.d@casino.guru for review.

It's the mobile phone bill and they won't accept it. I have nothing else to send them because everything in the apartment I'm in is in the tenant's name, and if I send them that, it won't work either. The TV and internet bill is in my husband's name. I'm desperate because I have nothing else to send besides the phone bill, and they won't accept it.

That's what they're asking for, and all I have is my mobile phone bill, and they won't accept it. I really don't know what to do anymore.

Dear Fanini,

One of the alternative documents is for example bank statement, or other document issued by the government.

Could you please clarify, why you are unable to provide the bank statement?

Could you please also specify, what are your sources of income?

If a bank statement is sent from the phone bill

I can also send a bank statement from the tax office.

I also have bank statements showing payments to the town hall for the start of my daughter's nursery school.

I don't know if those things are worth anything.

Dear Fanini,

I think there is a slight misunderstanding. Bank statement in this context doesn't mean any general kind of invoice or document, but a specific type of document issued by your bank, in which you have an account. It shows your full transaction history on the bank account for a specific period, for example one month. Generally, it is possible to download it as PDF straight from your banking app on your phone, or on a computer on a website.

Please try to download it and notify me, when you will be able to submit it to the casino.

Should I send it to your email? Or should I load it at the casino when I get the option?

I already sent it to the casino

Dear Player,

Thank you for your recent document submission. After reviewing your files, we must inform you that we are unable to accept a payslip as a valid Proof of Address (POA).

To complete your verification, please provide a high-quality document in PDF format issued within the last 6 months from one of the following categories:

Household Utility Bill: (Electricity, Water, Gas, or Landline Phone/Internet).

Bank Statement: Showing your full name and current residential address.

Government-issued Correspondence: (Tax assessments, social security letters, or other official residency documents).

Please ensure the document is the original electronic PDF or a full-page scan where all four corners are visible.

Kind regards,

Legiano Casino Team

I haven't sent the payroll.

The gas bills and other expenses are in the landlady's name, not in my name.

I've uploaded a bank statement from this month because I don't have anything else.

If you check my Legiano account verification, I've already sent you what you asked for.

I just sent a summary of the entire month of February to March, in PDF format.

I don't know what else to send? That's what you're asking for, I don't have anything else to send.

It seems like they just don't want to pay me, I'm really fed up, enough is enough, right?

Hi, I already sent you what you asked for, and I still can't withdraw my money.

I'm sorry to be such a pain, but I think waiting almost two months for verification is enough to make you angry, and rightly so. Please, I want a solution now.

I've already sent you what you asked for, I don't really know what else you want.

Dear Legiano Casino,

Have you been able to review player's submitted bank statement? Would you be able to accept it as a proof of address?

I've been getting that message for a week now. I spoke to them in the chat and they told me to send it to support@legiano.com.

It's been a week since I sent it and you haven't given me an answer, all you say is to be patient because you're reviewing it.

But review that I have sent you a thousand documents and nothing is of any use to you, this last one has to be of any use to you because it is what you ask for.

I don't understand why you're taking so long to accept that I'm desperate from waiting so long and all this nonsense.

I know you have 4 days to reply but it's not normal to keep me like this after two months.

Having sent everything, that's enough, right? My patience has run out.

I can send this every day so you can see that you tell me the same thing every day without offering any solutions. And so everyone knows you're not a decent casino because this isn't right, two months with the same messages.

Another day, another message.

It seems that Legiano waits until the last day to answer. If every time we talk you don't give me a solution and on top of that I have to wait a week for the answer, I'll get it next year.

You've already told me the verification is valid, now you're saying the IP address shows up as being in Sweden. I've checked it and already sent it to you, and it shows up as being in my city at my address. What's going to be the next excuse? Enough is enough, right?

Dear Player,

To maintain the security of your account, we require clarification regarding your login history.

We have observed that your account is being accessed exclusively via IP addresses based in Sweden. Could you please explain why your activity originates from this location?

Once we have your response, we will proceed with the final review of your account. Thank you for your understanding.

Kind regards,

Legiano Casino Team

I don't intentionally use a VPN. It's possible my internet provider assigned me an IP address routed through Sweden. I can reconnect from my usual network to confirm my location.

I've attached a photo so you can see that my IP address appears in my city.

Here it is, it comes out in my address, not in Sweden.

Anyway, I don't understand why you don't reply to me if I send you all this by email.

Now you're going to make me wait another week?

Dear Legiano team,

My identity and address have been verified and approved correctly using official documentation (ID and proof of address).

Regarding your question about IP addresses, I reiterate that I do not use a VPN, proxy, or any tool to hide my location. My connection is a home connection provided by my internet service provider.

The IP address assigned to me is dynamic, and its geolocation can vary depending on the database used, which explains why it can appear in different locations (even within or outside the same region) without reflecting my actual location.

Therefore, these technical variations cannot be considered valid evidence to question my location or activity.

I request that the final review of my account and the processing of my withdrawal proceed without further delay, as I have met all the established verification requirements.

I await your confirmation

Dear Legiano Casino,

Could you please provide us with an update based on player's messages?

Dear Player,

Thank you for the explanation you provided. We will forward it to the relevant department for review, and we will notify you as soon as we have an update.

Kund regards,

Legiano Casino Team

Dear Legiano Casino,

We will be waiting for your update. We would greatly appreciate it if you could provide clarification at your earliest convenience.

Thank you for your attention to this matter.

We'll be waiting, thank you.

Dear Legiano team,

Thank you for your response. However, I am concerned about the lack of specific deadlines and the absence of clear progress in the review of my account.

I want to reiterate that I have fully complied with all the requested requirements:

My identity and address have been verified and approved.

I have provided a clear and truthful explanation about my internet connection and the use of a dynamic IP address.

I don't use a VPN, proxy, or any other method to hide my location.

At this point, I believe there is no justifiable basis for further delaying the processing of my withdrawal.

Given the significant outstanding amount (€30,000), I formally request:

A specific update on the status of the review.

An estimated timeframe for the completion of the process.

In case of any problem, a detailed and specific explanation, along with any additional requirements needed.

In the absence of a resolution within a reasonable timeframe, I will be forced to escalate this case to higher authorities, including dispute resolution bodies and relevant regulatory entities.

I trust that it will not be necessary to reach that point and that you will proceed with the approval of my withdrawal as soon as possible.

I await your response.

We're approaching 3 months, after the successful verification you're making excuses about the IP address, I send it to you and it's correct, what are you looking for to ask for to further prolong the process?

Do you think 3 months of waiting to withdraw my money is short? This is unsustainable. Either you give me a solution and I can withdraw my money, or I will escalate this case to higher institutions.

Dear Player,

Case is currently being reviewed by the relevant department. We will notify you immediately as soon as we have an update.

Thank you for your patience.

Kind regards,

Legiano Casino Team

Hello,

I have fully cooperated and successfully completed all the verifications requested by your team. Despite this, I am still awaiting a resolution without receiving any concrete information or a clear timeframe.

I understand that cases require review, but this delay is already excessive. I request a real update on the status of my case and a solution as soon as possible.

I expect a concrete and definitive answer soon. Thank you.

Mirka, I think this is no longer normal. Every 6 days I get the same answer. Patience, I've been patient for 3 months.

Everything is in order and every 6 days it's the same answer to prolong the process, I'm not waiting any longer.

They're laughing at me

Dear Legiano Casino,

We will be waiting for your update. We would greatly appreciate it if you could provide clarification and evidence if needed as soon as possible. Thank you for your attention to this matter.

We are extending the timer by 7 days. If the casino fails to provide sufficient cooperation or steps leading to the resolution of the issue in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi, thanks for the update.

I want to state for the record that I am still waiting for payment/resolution of my case.

I have already sent all the requested information and documents and I remain willing to cooperate.

I believe I have met all the casino's requirements and would appreciate it if the operator could provide a definitive solution within the established timeframe.

I expect a prompt and fair response.

Thank you.

My account is fully verified and all documentation has been approved. Withdrawals remain blocked without a clear explanation. I simply request that my withdrawals be unblocked and the pending payment processed as soon as possible.

Hi Mirka, there's only 1 day and a few hours left and I haven't heard anything about it, is that normal?

Hello.

My account verification is complete, but they continue to hold my withdrawals without further explanation. I've been waiting for a response for 6 days.

If I do not receive a solution or a clear update before the deadline at Casino Guru, I will continue the corresponding complaint process.

I await your response today.

Dear Player,

Thank you for your patience while our team reviewed your verification status.

We understand that you may not be actively using a VPN network. However, our security systems are currently flagging your connection as a VPN/Data Center IP address. This typically happens when your internet service provider routes your traffic through cloud web services (such as AWS), which masks your true residential location.

To resolve this issue and allow our compliance team to successfully verify your account, we kindly advise trying the following alternatives:

Switch to Mobile Data: Turn off your Wi-Fi and access our website using your mobile phone's cellular data provider.

Use an Alternative Local Network: Try connecting to a public network, such as the Wi-Fi at a local café.

Utilizing either of these methods will generate a standard, local Spanish IP address on our end, allowing us to clear the flag and complete your account verification smoothly.

Please let us know once you have tried this or if you require any further guidance.

Kind regards,

Legiano Casino Team

It's done, thank you.

They've already let me withdraw money, thank you so much for everything.

And thank you Legiano Casino because even though the process was long, you delivered. Now I can say that I trust Legiano and play there because in the end, once you have all the verifications, they do pay you. Thank you.

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

Dear Fanini,

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,

Mirka