Legzo Casino - Player’s withdrawal has been delayed.

I have deposited 200 euro and i played on sportsbook. I havent received any bonus. I placed 3 bet and resulted to a balance of 300 euro , which i requested to withdrawn it. I send all the requested documents, ID , Selfie video with ID , bank stantment since 10th of June and i havent received any update yet... it is unacceptable to have this casino in this position in your site since they are delaying a lot in withdrawals.

Hello filtras,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Legzo Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hello , all the documents requested by legzo has been approved on 10th of June .

Dear cpep21,

Did the casino confirm that the documents are verified?

Yes the casino has verified the documents

the casino has verified everything

Hello filtras,

So do I understand it correctly that the issue has been resolved?

No you asked if the casino has approved all my documents and I answered yes, but my withdrawal is still pending since 10 JUNE!!!!

Guys I have made the complaint 2 weeks now , is there any update ?

Dear cpep21,

Since when exactly it is fully verified?

Just as the verification, our recommended time frame from the withdrawal is 14 days (counting since the verification is finished) and we can't do any action if it's been less.

20 days

I have verified my account 20 days now

Thank you cpep21 for all the information provided. I will now forward your complaint to my colleague Katka (katarina.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear filtras, 

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 Legzo Casino representative to join this conversation. 

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

Looking forward to your reply.

Dear Player and Casino Guru representatives, the casino profile and bets are subject to additional verification, which corresponds to the paragraph of the Sportsbook Terms and Condition section 10.4, that is,

"The LEGZO Sportsbook platform has the right to limit the ability to withdraw funds for up to 31 calendar days in order to verify an account for signs of unfair play. The methods and results of verification of gaming activity are confidential".

Best regards,

Legzo Casino!

Dear Legzo Casino,

thank you for your prompt reply.

Do you have any estimate on how long will filtras have to wait in order to have his account verified, please?

Dear Player and Casino Guru representatives, the additional verification has been completed, now the player will be able to initiate a withdrawal of funds.

Best regards,

Legzo Casino!

I have already requested for a withdrawal , when this withdrawal will be processed?

also in case if I bet again and let’s say that I win , if I request a withdrawal I have to wait again 31days?

Dear Legzo Casino,

thanks for the update.

Dear filtras, 

can you please let us know when your withdrawal arrives?

Dear filtras,

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.

The withdrawal has arrived, thank you

Thank you, filtras, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Katarina