The player from Greece was unable to withdraw his winnings from the casino and had faced an unauthorised €50 deduction from his bank account after he requested account closure. The Complaints Team attempted to assist by asking for further details about the player's issue and extended the response time. However, the complaint was eventually rejected due to the player's lack of response to the team's inquiries.
LegendPlay Casino - Withdrawal unprocessed and funds deducted after account closure request.
Amount: €50
LegendPlay Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.2
LegendPlay Casino has a Safety Index of 6.2, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
7 months ago
Public
Public
7 months ago
Translation
I was never able to make a withdrawal.. I requested account closure and they also took 50€ from my bank account
Automatic translation:
Public
Public
7 months ago
Dear mitsarasmary,
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 why you were never able to make a withdrawal of your winnings? According to your previous complaint about this casino, your account was successfully verified.
- Is your account closed now as you requested?
Regrettably, we do not handle matters related to cybercrimes. If your possessions have been stolen and subsequently misused, this falls under the jurisdiction of the police and your bank, rather than a mediator like us. Kindly recognize that we lack the legal authority and resources to conduct investigations or pursue prosecution of any potential culprits. Our perspective is that the responsibility for this crime lies with the individual who committed it, not with the casino.
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
Public
Public
7 months ago
Dear mitsarasmary,
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.
Public
Public
7 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
