The player from Germany had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The player experienced issues with a €300 withdrawal, claiming that the funds had not been received despite the casino asserting that the payment had been processed. After ongoing communication, the issue was resolved, and the player confirmed that the money had finally been paid out. We marked the complaint as 'resolved' in our system.
Legiano Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: €800
Legiano Casino
Safety Index:HighCase summary
Discussion
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9 months ago
Translation
Hello,
I think something's wrong.
My withdrawals are not being processed.
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9 months ago
Dear hanemannroman,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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9 months ago
Translation
Dear Casino Guru Team,
this is really crazy.
Now my account has been blocked and my €300 withdrawal has been canceled. I won a total of €800 and have withdrawn it.
500€ were paid out 2 days ago.
It's true that I requested account closure several weeks ago. But the casino still has to pay me €300.
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9 months ago
Translation
That's not true, I didn't receive any payout!
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9 months ago
Translation
The casino continues to spread untruths, I have not received a payout of €300.
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9 months ago
Dear hanemannroman,
I hope this email find you well.
Kindly be advised that your 300 EUR requested withdrawal is paid from our side, and you should receive the money into your account if you still did not in very short period of time.
I hope this clarifies your situation.
Thank you for understanding and have a great day.
Best Regards,
Legiano Team
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9 months ago
Translation
So what now?
1 time it says I won't receive the money.
the other time?
Then I'll wait and keep you updated!
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9 months ago
Translation
The money was supposedly paid out on April 5. I haven't received any money.
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9 months ago
Dear hanemannroman,
I hope this email find you well.
Kindly be advised that the 300 EUR are paid from our side. This mean that you will receive them into your bank account as soon as possible .
The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.
Best Regards,
Legiano Team
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9 months ago
Translation
I called my bank.
No payments are planned
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9 months ago
Dear hanemannroman,
I hope this email find you well.
Kindly be advised that after double check we can see that the money are paid from our side and kindly asking you for little patience till the money arrive into your bank account.
Best Regards,
Legiano Team
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9 months ago
Translation
Dear Casinoguru Team,
I'm afraid this is a scam. The €300 was supposedly paid out on April 6, 2025.
Not a single euro has been deposited into my account. After consulting my bank, I also know that no transfers have been rejected recently. Support is just talking nonsense.
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9 months ago
Dear hanemannroman,
I hope this email find you well.
We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately by email.
We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.
Best Regards,
Legiano Team
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9 months ago
Dear hanemannroman,
I hope this email find you well.
After latest investigation about your situation, we are happy to anons that your 300 EUR will be paid into your bank account as soon as possible. Kindly asking you for a bit of patience.
Thank you and have a great day.
Best Regards,
Legiano Team
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9 months ago
Dear hanemannroman,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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9 months ago
Translation
Good day,
After endless back and forth, the money was finally paid out.
Still, the support is very, very poor. I'll provide feedback with screenshots.
Thank you!! 😊
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9 months ago
Dear hanemannroman,
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,
Nick Bacon
Casino.Guru
