Legiano Casino - Player's withdrawals are being delayed.

Good morning, I stumbled upon this forum while googling and I hope you can help me. I've made over 20 withdrawal attempts and Legiano cancels them all. When I open the chat, they tell me I was the one who canceled it. Other times, they claim there are issues with Visa (even though I'm withdrawing via bank transfer), and they always have a thousand excuses that never end well for me. They always give numerous excuses, suggesting I try different methods, etc. I’ve done it all. I successfully withdrew funds before without any issues (it was 90@ euros), but now it’s 500 and the problems start. I’ve tried withdrawing 90, 100, 50, 400... and nothing. I’ve been dealing with this for over a month, and nobody resolves anything. Just excuses and the same copied text over and over again. I’ve contacted a lawyer who specializes in betting houses, and he has about 20 more affected individuals. He told me that for 20€ each, we will begin legal proceedings against Legiano. I don't want it to come to this, but given the situation, I feel like there’s no other option.

Dear verdeap2023,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors, such as the Licensing Authority, geolocation, contracts with payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t necessarily mean that it will also be offered for withdrawals, and it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in the payment methods they can offer to their customers.

• Could you please advise whether you have been informed about any alternative methods of withdrawing your winnings? 
• Was your account verified successfully in the past?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi Petronela. Yes, I was informed of different withdrawal methods, and I tried them all without any success. I also have to say that I already made a withdrawal a few days ago without any problem (90€) but now the withdrawal is a bit higher and that is when the problem arises.

An example is this withdrawal. I've been waiting since the 11th for it to be cancelled.

Hi verdeap2023,

Thank you for reaching out.

• Could you please let me know if you’ve already completed the KYC verification process? If you have, I’d greatly appreciate it if you could forward any confirmation to me at petronela.k@casino.guru.

I’m sorry if I missed this information earlier, and I truly appreciate your patience while we work through this together.

Yes, it is already verified. And I have already withdrawn it before

Hi verdeap2023,

I’m sorry for the delayed response to your complaint.

Thank you for your reply and for confirming that your account is already verified.

• Could you please let me know if you placed a minimum deposit when attempting to use alternative payment methods for withdrawing your winnings? This step is often required to link the payment method for withdrawals.
• Additionally, if you have any confirmation of your successful verification, I’d greatly appreciate it if you could forward it to me at petronela.k@casino.guru, as I haven’t received any documentation regarding this yet.

Thank you in advance for your reply.

Yes, I made a €20 deposit with another card and it didn't work either.

Thank you very much, verdeap2023, for providing all the necessary information. I will now transfer your complaint to my colleague, Peter (peter.c@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello there,

Thank you verdeap2023 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 withdrawal and what can we do to help the player receive their winnings.

Thank you!

more than 15 days and still the same....

I just received another email, with another withdrawal cancelled without warning. This is crazy. The worst casino I have ever seen.

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.

You can close the case. I have finally withdrawn. Thank you.

Dear verdeap2023,

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, 

Peter