Legiano Casino - Player's verification process is delayed.

Amount: €2,600

Legiano Casino

Safety Index:Very high Submitted: 21 Oct 2024

Case opened Current status

Waiting for casino to reply

5d 0h 12m 52s

Case summary

2 days ago

The player from Spain faces issues with account verification at the casino, as their transaction history from the bank card is not being accepted despite multiple document submissions. Communication with support has not resolved the issue, leaving the player uncertain about the next steps.

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beruco-26

Novice

Spain

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6 days ago

OriginalTranslation

Today, I was asked for verification.

I have sent everything they requested, but they are not accepting the transaction history from my bank card.

I have sent photos, PDFs, etc., but nothing works!

I emailed the support department at support@legiano.com and they told me that I need to send the documents through their website.

The help chat doesn't know how to assist me and directs me to the support@legiano.com department.

Again, I have sent everything to prove the transactions on my bank card.

And nothing works! I don't know what to do.

Automatic translation:

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Petronela

Complaints Team Lead

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5 days ago

Dear beruco-26,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve encountered with the verification process.

In order to better assist you, could you please provide the following details to help us clarify the situation:

Could you specify what documents you have already sent for verification?
Did the casino give any specific reasons why they are rejecting your transaction history from your bank card?
Have you received any clear instructions from the casino regarding the format or type of document that would be acceptable?
When you sent your documents to support@legiano.com, did you receive any confirmation that they were received, and if so, what was their response after submission?
Have you tried submitting the documents directly through their website as suggested? If yes, could you share any screenshots or error messages you encountered during this process?

Additionally, it would be helpful if you could forward any relevant communications or screenshots related to your issue to petronela.k@casino.guru. This will allow us to gain a clearer understanding of the situation and work more effectively on your case.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

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beruco-26

Novice

Spain

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5 days ago

OriginalTranslation

I have sent a history of the transactions of my bank account where my card is linked and the transactions can be seen.

I have sent the history in PDF that I obtained directly from the La Caixa bank app.

I have sent screenshots of my card movements exclusively (card only)

Then I sent a PDF and it didn't work either.

I have nothing to hide and everything is legal

At the bank they tell me that they will only give me the movements of my account in PDF, but not those of the card! That is not available.

But everything I've given them should be worth it.

Attached are some of the messages...

From , they don't answer me by email, ....

Automatic translation:

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beruco-26

Novice

Spain

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2 days ago

OriginalTranslation

I have all the PDFs of my original payment history from my Visa payment card bank.

I have sent them, from the month of May until today.

I have been a Legiano casino customer since September 22 and I have also sent you an exclusive one issued by the official bank in PDF from 09/22 to 10/24.

I have everything legal!

It is impossible for them not to accept them, and every day they ask me for the same documents and they don't tell me why they reject them.

I have sent them through their verification website and also by email to .

Clearly they are going to keep my €2400.

I can attach and demonstrate my documents so you can see that they are valid and legal and I also have screenshots of what they ask me for and some conversations with the chat.

Automatic translation:

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Petronela

Complaints Team Lead

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2 days ago

Thank you very much, beruco-26, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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