Legiano Casino - Player's withdrawals are delayed and canceled.

Hello, I have a problem. I won 42,000 euros and I managed to withdraw 3,000. Then I had three withdrawals of 1,500 each pending, which were canceled. I didn't realize the balance was off. I tried to download the transaction history, but it wouldn't allow me. At some point, the transactions repeat—I'm attaching a photo for reference.

I've filed complaints, but they haven't responded. I think when they canceled the withdrawals, they didn’t credit them back to my balance. What can I do?

Dear Susipp

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Legiano Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share screenshots relevant to the issue? No screenshots were initially included in your post.
• Have you tried contacting casino support regarding the issue? With what result?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

 Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Susipp,

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.

I don't want my complaint to be public, you can change it.

thanks for your reply.

Do you want to change your casino.guru nickname to be changed to something else?

Could you please provide more information regarding the complaint against the casino? From the screenshots you submitted, I can't deduce any context or establish any course of action for us to take against the casino. If you have more information or a request regarding your complaint, please let me know here in the complaint thread.

If you can remove my name from the answers I would appreciate it.

The problem is that it doesn't let me see the movements played and they cancelled my withdrawals and since I can't see them I'm not sure if they will credit them to me. I already sent you a video as if it doesn't let me follow the movements, it cuts off and starts again.

Have you discussed the issue with casino support?

Could you please share with me your communication with the casino when attempting to resolve the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thanks for the provided information.

Have you checked the transaction history in order to determine when the 3000 withdrawal requests were canceled?

Have you requested your gaming history in a format where you can check the bet amounts and balance amounts more easily such as .csv file or .xls file?

Please understand the player is responsible for their balance and if it turns out the withdrawals were played down we may not take any action towards the casino.

If you wish for us to check your gaming history, please request it from the support in the aforementioned format and send it to us for review. Please indicate the timeframe of when your withdrawals were canceled.

I'll await your reply.

I have already requested it and they have not given it to me, they say that the case is escalating. I am going to request it again.

Dear Susipp,

I am sorry if your gaming history shows your bets not in order, however,r that in itself isn't proof that something unfair is going on.

If your withdrawals were canceled and the balance was returned to your casino balance according to casino support, we would need evidence contradicting the casino's assertion.

Without it, we don't stand a chance of confronting them.

May I suggest you request your gaming history in .csv format for a period between your deposit and January 9th? Records of your gaming history will be easier to check and we can reach a conclusion on what happened with your winnings.

Please let me know how you wish to proceed regarding your complaint.

But I have already requested them and no one has responded. I will forward the emails to you.

Dear Susipp,

• Have you received the records of your gaming/betting history specifically?
• Have you received a reply since your last post?

Nothing... I have sent them several emails and no one answers.

I'm already desperate..

Thank you very much, Susipp, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.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.  

Dear Susipp, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Legiano Casino representative to join this conversation. 

Dear Legiano Casino, could you please provide more information about this case? 

Looking forward to your reply.

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.

Hello Katarina,

We have sent an email to you.

We are kindly waiting for your update. Thank you!

Best regards,

Legiano team.

Dear Legiano Casino,

thank you for your email, I have followed up with a response.

Hello Katarina,

We have replied to your email.

We are kindly waiting for your update. Thank you!

Best regards,

Legiano team.

Hello, what they sent me in Excel is not what I asked for... enough with the nonsense and send everything correctly

Dear Legiano Casino,

thank you for your email.

Dear Susipp, 

the casino has provided evidence indicating that your account balance is currently zero, with all funds having been wagered. Please confirm this is correct.

I have not asked for that, I want to see all the moves I made, what they have provided me has nothing to do with it. I have the right to see all the bet movements since the website does not let me see them... I demand that they send them to me... I think I have made it quite clear and I have videos that when I try to see the movements it does not let me... I only ask for that... If I bet on a slot 1000 times then I want that since I cannot see it... I do not think it is that complicated.

Dear Susipp,

I understand this is incredibly frustrating news, and I sincerely apologize for the outcome. After reviewing the provided evidence, it appears the withdrawals were canceled on your end, and the funds were subsequently used for gameplay.

I know this is disappointing, especially given the initial difficulty you experienced with the withdrawal process. I can only imagine how upsetting it is to lose winnings, and I wish there was a different resolution possible.

While I empathize with your situation, casino policy dictates that players are responsible for their account activity and balances. Regrettably, because the evidence indicates the cancellation and subsequent gameplay originated from your account, a refund of the lost winnings isn't something we can facilitate at this time.

I truly wish I had better news for you, and I'm genuinely sorry for the disappointment this causes.