The player from Germany has won 14,000 euros at Legiano Casino but is facing hurdles with the withdrawal process after reaching a balance of 7,500 euros. Despite providing the necessary verification documents, he is still requested to send additional information without clarification. He has contacted support but has not received a response regarding the next steps.
Legiano Casino - Player’s withdrawal verification is delayed.
Amount: €7,500
Legiano Casino
Safety Index:Very highSafety Index
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9.0
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Opened
Current status
Waiting for player to reply
5d 18h 15m 54s
Case summary
yesterday
Public
Public
1 week ago
Translation
Good day, I won 14,000 euros at the Legiano Casino on March 7th 2025. I then saw that I can withdraw a maximum of 500 euros a day. So far so good. I did this and it worked until I reached a balance of 7,500 euros. Then I was asked to verify myself. I did all of that. I was asked to send in my ID card, front and back, then I was asked to send in my transaction history with the method I used to deposit (Paysafecard) from February 6th 2025 to March 6th 2025. I did this. Then a selfie of myself and the website in the background. I did this too. Finally, proof of address, which I did too. Now all of a sudden I log into my account and see that I still have to send in something for verification. It's a shame that Legiano doesn't tell me what this is, see attachment??? I contacted live support, and they didn't know what I should send in either. They just told me I'd get an email from the department responsible for this, but I didn't get it, and yes, the email is the right one, because I constantly get bonus codes, etc., etc. by email...
I ask for help
Automatic translation:
Public
Public
1 week ago
Dear oz414,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
It seems that there may have been some confusion regarding the verification process at Legiano Casino. In order to help clarify the situation and investigate further, I would appreciate it if you could provide some additional details:
- Could you please confirm if you have received any communication from the casino regarding the missing verification documents? If so, could you forward those emails to petronela.k@casino.guru?
- When you contacted live support, did they provide any further information about what specific document or detail is still needed for the verification process?
- Could you provide a screenshot of your account page where it shows that you still need to submit something for verification, as well as any communication (such as live chat or email) where the casino might have mentioned the verification issue?
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
Sensitive attachment
Sensitive attachment
1 week ago
Translation
Could you please confirm whether you received any notification from the casino regarding the missing verification documents? If so, could you forward these emails to the following address: ?
I haven't received an email. I've been asking live support for days, but they keep telling me I'll receive an email, but nothing happens.
When you contacted live support, did you receive any further information about which specific document or detail is still required for the verification process?
Not that either, they always say the same thing, I get an email that then never arrives, a support member even promised me that I would receive an email on the same day and again nothing happened.
Could you provide a screenshot of your account page showing that you still need to submit something for verification, as well as any communication (such as live chat or email) in which the casino may have mentioned the verification issue?
Yes, I'm attaching the screenshot here. I can't post anything on live chat because they don't tell me what I need. They just keep telling me over and over again that I'll receive it via email, FOR DAYS!!!
Automatic translation:
Public
Public
yesterday
Dear oz414,
Thank you for your response and for providing the requested information.
I understand how frustrating this situation must be for you, especially when you are not receiving clear instructions from the casino.
Before we proceed further, I would like to kindly ask you a few additional questions:
- Have you checked your spam or junk folder to make sure no emails from the casino landed there by mistake?
- Have there been any recent developments? For example, did you finally receive an email from the verification department, or has your account status changed?
- Could you please confirm when was the last time you contacted the casino's live support and what exactly was their reply?
Once you provide this additional information, we will review the case and decide how we can best assist you further.
Thank you for your cooperation and patience.
oz414 has 5d 18h 15m 54s to reply
