Legiano Casino - general discussion (page 39)

In my opinion, you shouldn't wait 14 days to file a complaint, because if the casino guarantees payment within 1-3 days, you should fulfill the contract. Of course, everyone has delays sometimes, but from what I see, some casinos have them all the time.

Yes, of course they would have to describe it in more detail.

It clearly states on their website that it takes 3-5 days. Occasional delays are perfectly normal, but as you can read here, this isn't an isolated incident. If you advertise something, you should deliver on that promise; otherwise, what's the point?

exactly as you write, it can happen to anyone occasionally, but for it to happen constantly and not to do anything about it, it is also because there are no consequences.

Let's wait and see. I definitely won't cancel the payout. I'll get back to you as soon as I have any new information.

Hello, and from the opposite and more practical perspective, since those expected timelines you mentioned are always subject to change, the moment we allow investigation after three days (actually without any delay on the casino side), the whole system would collapse, because the number of complaints waiting for action would be overwhelming, my colleagues would be delayed, and the casino would not have enough time to truly focus on payouts; they would have been struggling to even respond and explain the matter in the complaint.

Simply put, we tried, and it was the worst for players. We consider this model a practically sustainable solution. Of course it has its flaws, like everything, but compared with the other services of the similar kind, I'd say it works quite well.

You said it well, by the way: some casino groups are always late with payouts, and since those can be found on the forum, in the user reviews and complaints, the information already exists.

I may have a word of advice: a higher Safety Index does not grant quick withdrawals; it says the casino pays fairly—eventually.

I understand that from a player's perspective it is not ideal, and I get it.

I see the problem—we do not advertise withdrawal speed. The decision is completely up to those casinos. To be honest, though, this specific casino and many others have been closely monitored exactly because of those delays and were one click away from a devastating fall. It was also mentioned in the complaints. Then this group promised to take better care of the withdrawals, and thus we were actively asking players to complain about any single delay to keep the situation undercontrol.

I'll be honest here—once the decision is made and the Safety Index drops to red because the casino is delaying KYC and withdrawals on purpose, those operators usually lose interest in improving the situation because the punishment has come. In the past, we witnessed similar situations where players suffered due to our inability to assist.

Okay, I understand. Very well explained.

*Correction, I've already been waiting for 12 days*

I just wanted to add that none of what I wrote means such practices are okay or that we are blind to them. There have been quite a few very expressive meetings, so I can confirm that I and my colleagues also feel the gap between keeping the complaint process effective and the player's experiences.

We just didn't find a better working system.

A quick reminder: Anyone who is experiencing withdrawal or KYC delay is welcome to submit a complaint, always.

Good evening everyone,

The payout has been completed, but the money hasn't arrived in my account yet. (This can take some time depending on the method; just wait and see.)

How do you know it was implemented?

The payouts are marked as completed in the game progress.

The amount can no longer be cancelled by me.