Legiano Casino - Player's withdrawal is delayed due to document verification issues.

Dear kobylkarm,

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.

• Do I understand correctly that verifying your home address seems to be the only issue?
• Have you provided any other documents and have they all been approved?

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

Hello, yes exactly, what is more important I sent them 2 more documents which confirming my adress.

They requested OFFICIAL DOCUMENT from bank. So I paid for that ( I can send you confirmation of payment) and they've sent it to me in PDF format, but also in psychical form

Thank you very much for your reply, kobylkarm. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I have sent consversation on mail, but there is only info about requested document from bank. Every time i contacted with them was on chat and I don't have it saved. Guys can you help me? Because you are anwering once for 3 days without any progress

Thank you very much, kobylkarm, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you kobylkarm for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Legiano Casino for their help in resolving this complaint. We would like to know what is the issue with the verification and what can we do to help the player receive their winnings.

Thank you!

Dear kobylkarm,

We would like to inform you that the document provided is mBank issued - a fully Internet - based bank, as such it could not be accepted.

We would kindly request to provide us one of the following accepted proof of address:

-Internet bill

-Bank statement - not from a neobank / online bank

-Goverment issued document

Thank you in advance.

Kind Regards,

Legiano Casino Team

Can it be drivers licence? There is adress on it

i see that you declined my driver’s licence. To be honest it is joke. I’m not able to send any of documents you request. I have sent you 4 documents that confirmed my adress. Your Company is joke if you don’t accept it. I will publish EXTREMELY bad opinion which include all details about this case

-Goverment issued document

(I have sent you driver's licence) - DECLINED

Salary slip - DECLINED

Dear Peter please help, these frauds will decline all my documents. I have sent them bank statement and they want - NOT FROM NEOBANK/MOBILE BANK (😀 ???????????????)

I have sent around 5 documents

Thank you for the update kobylkarm.

Dear Legiano Casino representative, would it be possible to clarify what documents are viable for the verification so we can progress with the complaint? Thank you in advance!

It is not about what document are viable Bro, it is about that documents that they required in the past, they've declined, you understand? 😀

Dear kobylkarm,

We would kindly request to upload a Proof of address document such as a Bank statement (not an online bank), Utility bill (other than a mobile bill), or any government-issued document issued in your name and showing your registered residential address (in pdf format). The document should be no older than 6 months old.

Thank you in advance.

Kind Regards,

Legiano Casino Team

I've uploaded it on my account - can you check please?

Dear kobylkarm,

Thank you for your patience.

Kindly be informed that we are checking with relevant department and would get back to you as soon as we have any news from them .

Best Regards

Legiano Team

Are you joking or what?

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.

Dear kobylkarm, as the casino didn't respond in the given timeframe I am forced to close this complaint as unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Legiano Casino. We received the following message:

Dear all,

Thank you for your patience.

We would like to inform you that the customer's account was verified on 08.11.2024 and the withdrawal was paid from our side on 21.11.2024.

Best regards,

Legiano.com

Dear kobylkarm, can you confirm you have received your withdrawal and that your issue has been resolved successfully? Thank you in advance!

Dear kobylkarm,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.