The player from Greece had requested a withdrawal less than two weeks prior to submitting her complaint. The payment had not been processed yet. After several communications regarding the delay, she confirmed that her winnings had arrived, leading to the resolution of the issue. The Complaints Team marked the complaint as resolved following her confirmation.
Legiano Casino - Player claims that payment has been delayed.
Resolved
Our verdict
Case closed
Amount: €800
Legiano Casino
Safety Index:HighCase summary
Discussion
Public
Public
8 months ago
Translation
Once again a delay from this casino. 3 payments totaling €800. I have not been asked for identification nor have I played with bonus money. The payments that have not yet been processed are: 13/5 200€, 17/5 200€ and 19/5 400€. The reason I am complaining is that I finally want to receive our money on time, thank you.
Automatic translation:
Public
Public
8 months ago
Dear zwigz1996,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Public
Public
8 months ago
Translation
no payment has been made yet in the live chat they say every time they apologize, I really can't stand this situation anymore. This waiting every time.
Automatic translation:
Public
Public
8 months ago
Translation
Good evening, apparently the casino is confused or doing it on purpose. It has paid me the €200 from 17/5 but not the payment from 13/5
Automatic translation:
Public
Public
8 months ago
Translation
Good morning, the withdrawal from 13/5 is still being processed, in the live chat they keep telling me the same messages. Tomorrow is Saturday and Sunday and there are no withdrawals. I'm afraid they won't give me my money.
Automatic translation:
Public
Public
8 months ago
Translation
Good evening, the casino sent me an email that the withdrawals were completed, but the money hasn't appeared in the account yet. I will let you know if and when they arrive.
Automatic translation:
Public
Public
8 months ago
Translation
My money just arrived, thank you very much, the complaint is closed.
Automatic translation:
Public
Public
8 months ago
Dear zwigz1996,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
Casino.Guru
