The player from Germany faced significant difficulties with the casino's verification process, which involved repeatedly rejecting valid documents and imposing complicated requirements for identity verification. Despite submitting correct proof of address and ID multiple times, he perceived the casino's actions as a deliberate attempt to prevent him from withdrawing his funds. The Complaints Team extended the response time by 7 days to facilitate communication; however, the player did not respond to inquiries, which led to the rejection of the complaint due to insufficient information for further investigation.
Legiano Casino - Player experiences delayed verification and withdrawal process.
Amount: €1,000
Legiano Casino
Safety Index:HighSafety Index
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8.5
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 weeks ago
Public
Public
1 month ago
Translation
The casino offers impossible verification processes and also rejects valid documents.
To make a withdrawal, you logically need to verify yourself on the site. But this is simply impossible. You are asked to upload proof of address, which I have done with 6 (!!) different files that are all correct. But they are all constantly rejected. Additionally, there is a requirement for identity verification that looks like this:
- ID front
- ID back
- Selfie with ID in hand
- Selfie with ID in hand and the casino site in the background
ID front is rejected
ID back is rejected
Selfie with ID in hand is rejected
Selfie with ID in hand and the casino site in the background is rejected (which is anyway too difficult for me to make everything visible at the same time, as NO files are allowed in this case. It has to be done immediately, meaning you have to take a picture simultaneously with the webcam (luckily, I have a separate one; otherwise, it would be impossible with a laptop) where everything is visible, meaning I have to hold my webcam in one hand and be identifiable as a person, my ID, and the casino site in the background).
The live support tells me something different every day, and I don't get any further with it.
To me, this is clearly a case of scam since all possible methods are used to ensure that withdrawals are out of the question.
I've uploaded the same files on other casino sites everywhere, and there's strangely no issue, and I've been successfully verified everywhere else. It's clearly a scam here. I recommend no one to play on this site!
I will also upload all files here again. (Wish I could upload more than 5)
Automatic translation:
Public
Public
1 month ago
Dear myrulez,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Did you provide any other documents? Have they been approved?
- Did the casino clarify what was wrong with your documents or what you should do to verify your documents?
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,
Kristina
