Legzo Casino - Pelaajan tili on lukittu ja varoja odotetaan.

Dear,

I opened my account at Legzo casino about a month ago and used the welcome bonus and I ended up winning. I then submitted my documents for KYC, but after that, my account was blocked and I was asked to do a video call for additional verification.

I found time and showed up for the call, but there were technical issues on their end, they couldn’t hear me. I’ve been in chat with support and we tried a few things to fix it, but the problem was never resolved.

Honestly, I was ready on my side and did what was asked. It’s a bit frustrating that I’m now locked out of my account because of issues that weren’t mine. I’d like access to my account restored and for my winnings to be paid out.

Please help me sort this out.

Thank you.

Dear blackdot,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To assist you better with your situation, could you please provide some additional information?

• What specific documents did you submit for the KYC process?
• Has the casino suggested a new date for the video call? Please forward me all the communication between you and the casino regarding the problem with your verification and the blockage of your account at veronika.f@casino.guru. Alternatively, you may post screenshots here.

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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

I have uploaded my passport, a selfie holding it, and proof of my MuchBetter card. Unfortunately, I don’t have any communication history because I contacted them through their live chat support. However, I did send you an email when they requested a video call. They didn’t propose a specific date for the call but informed me that I can initiate it at any time.

Thank you for your email.

Could you please let me know when exactly the verification call with the casino took place? After the casino was unable to hear you, did you reach out to customer support again to arrange a new date for the video call?

Hi,

I had the first call on May 1st and they couldn't hear me on the call. I didn't have to arrange any new dates for the call, I only need to contact them through support to initiate the call. And I tried again on May 18th but the same thing happened. The support agent and I tried to figure out what the issue is through chat, but even after trying, nothing worked. We tried the call 3 times that day but the same thing kept happening. I am really not sure what the issue is but they can't hear me whenever I go on the call and we tried everything to fix it.

Have you tried using a different device for your call?

Which program are you using for the video call? Also, have you experienced this issue with anyone else you've video called before?

Hi, I managed to get a call with them a few days ago and was told that my account had been sent for verification. I still can’t access it, so I assume it’s still under review.

I’m glad to hear that you were able to get on a call with the casino successfully.

Could you please forward me any additional communication between you and the casino’s customer support regarding the verification of your account at veronika.f@casino.guru? This could help us better understand the current status of your case.

Also, could you kindly specify the types of games you played? Were they slots, live casino games, or did you place bets on sports?

Dear blackdot,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.