The player from Germany faced a delay in processing a withdrawal request that he submitted 18 days prior, despite having previously received timely withdrawals. He contacted support multiple times but only received vague assurances regarding the processing of his request. After intervention by the Complaints Team, the player confirmed that he received the outstanding amount, although he noted that the payout process took two months, which he considered excessive. The complaint was marked as resolved.
Legiano Casino - Player’s withdrawal is delayed.
Amount: €7,000
Legiano Casino
Safety Index:Very highSafety Index
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9.0
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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 for 18 days for my withdrawal to be processed, but unfortunately, nothing is happening. I have contacted support several times, but they always respond that I will receive my money and that the request will be processed as quickly as possible. Until now, I have always been satisfied with the casino. In September, my withdrawals were processed within 24 hours, and suddenly it doesn't work anymore. It appears to be quite untrustworthy now. Maybe you can help me. Kind regards,
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3 months ago
Dear macheeier,
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 confirm that you have passed the KYC verification?
Did you accumulate your winnings with or without an active bonus?
Is your withdrawal request still pending in your casino account?
Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
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,
Dominika
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3 months ago
Translation
Hello,
the profit was much higher and I was able to withdraw 7000 euros of it in October without any problems. I withdrew 500 euros a day for 14 days. After that, the monthly withdrawal limit of 7000 euros was reached. Now I have been waiting for my withdrawal to be processed since 11/01/24. (Image attached)
Payment is pending.
As far as I know, the win came with a bonus.
A picture is also included for verification.
I can't access the chat histories.
I have also sent you email traffic to your email address.
Edited
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3 months ago
Dear macheeier, have your withdrawal requests been processed by the casino?
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3 months ago
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Hello, so far 1500 euros have been paid out. Currently another 1500 euros are being processed. 5500 euros are still outstanding.
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3 months ago
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Hello,
Unfortunately, no further payouts have been processed so far. It can't be that I always have to wait over 3 weeks for 1500 euros to be paid out. At the casino, you can only pay out a maximum of 500 euros a day and have a maximum of 3 payment orders in process. That would take almost 4 months. That's not normal. VG
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3 months ago
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Hello,
Unfortunately not. So far I have only been paid 1500 euros out of the 7000 euros. I am currently waiting another 10 days for the payment. VG
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3 months ago
Thank you very much, macheeier, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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3 months ago
Dear macheeier,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Legiano Casino representative to join this conversation.
Dear Legiano Casino,
Could you please provide clarification regarding this case?
Thank you in advance,
Mirka
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2 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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2 months ago
Translation
Hello, I have received the money. In my opinion, 2 months is unfortunately far too long for a payout. Kind regards
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2 months ago
Dear macheeier,
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,
Mirka
Casino.Guru
