The player from Germany faced issues with Legiano Casino, where his withdrawals were blocked despite completing the KYC verification. After winning €200 and having a previous successful withdrawal, he had been waiting over a month for a resolution, receiving only generic replies from the casino. The complaint was closed due to the player's lack of response to the Complaints Team's inquiries and reminders. The investigation could not proceed further without the player's cooperation.
Legiano Casino - Player’s withdrawals are delayed by the casino.
Closed
Our verdict
Player stopped responding
Amount: €2,500
Legiano Casino
Safety Index:HighCase summary
Discussion
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1 month ago
Translation
Hello everyone, I'd like to file a complaint against Legiano Casino. I've deposited money there several times and was even able to withdraw €200 once without any problems. However, when I won another €200 and tried to withdraw again, the withdrawal was canceled after three days and my withdrawals were blocked. I was asked to complete a KYC (Know Your Customer) verification, which I did and which was successful. My withdrawals remained blocked. I then played the €200 up to €2,500. For a month now, I've been discussing with the casino via email why my withdrawals are blocked. For a month, I've received the same pre-written reply stating that my issue is known to the finance team and is being treated as a priority… what kind of priority can I expect in a month?! There are 56 replies in the email because I write to them every day or every other day… but nothing is being done. It seems like a scam casino to me.
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
Dear SlotGambler88,
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.
- Have you accumulated your winnings with or without an active bonus?
- Could you let us know how long did your last successful withdrawal took to be processed?
- Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?
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,
Attila
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1 month ago
Dear SlotGambler88,
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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1 month 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,
Attila
Casino.Guru
