The player from Belgium had requested a withdrawal that had been pending for several days, and an additional amount of money remained locked in their account despite being a verified player. They had contacted support multiple times, but no progress had been made on their urgent case for over a week. The Complaints Team was unable to proceed due to a lack of response from the player after multiple inquiries, which led to the closure of the complaint.
Legiano Casino - Player's withdrawal is delayed and funds are locked.
Closed
Our verdict
Player stopped responding
Amount: €3,400
Legiano Casino
Safety Index 8.6 HighCase summary
Discussion
Public
Public
10 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed?
- Did you use the same withdrawal method in the past?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
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If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
Public
Public
10 months ago
Thank you very much for your reply. When was the last time you contacted the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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10 months ago
Dear LoganDeloitte,
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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9 months 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,
Kristina
Casino.Guru
