The player from Germany had been waiting since December 8th for two payouts of 500 euros each and had been unable to reach casino support despite repeated email attempts. The issue was resolved after the player completed the necessary KYC verification, which led to the successful transfer of the winnings. The Complaints Team confirmed the resolution and marked the complaint as 'resolved' in their system.
Legiano Casino - Player's payouts have been delayed.
Amount: €1,000
Legiano Casino
Safety Index:Very highSafety Index
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9.1
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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3 months ago
Translation
Hello, I have been waiting since December 8th for two payouts of 500 euros each. I have repeatedly sent emails to support but have never reached anyone. I have no idea what else to do.
Automatic translation:
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3 months ago
Dear marc140887,
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.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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3 months ago
Translation
Yes, I only found out yesterday that I have to do that. I haven't received an email from them. So that's taken care of for now.
Automatic translation:
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3 months ago
Thank you for your reply, marc140887.I am sorry, but I am not sure what you meant by your last messages. Could you please clarify? Has your issue been resolved?
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3 months ago
Translation
I have to verify myself and then I will be paid out. The problem is solved for now
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2 months ago
I would recommend that we wait until you receive your withdrawal before closing this complaint, but of course, if you wish to close it, please let me know. Thank you.
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2 months ago
Translation
Yes, everything is clear, I will let you know when payment has been made
Automatic translation:
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2 months ago
Translation
The money was transferred in full. So everything is cleared up. Thank you
Automatic translation:
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2 months ago
Dear marc140887,
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,
Kristina
Casino.Guru
