Legzo Casino - Withdrawal of player's winnings has been delayed.

I made a deposit of 30 euros to Legzo.casino and bet on sports events, more precisely on football, I won 90 euros, after which legzo limited me, I could not deposit more than 1 euro for betting, after that I requested a withdrawal in the amount of 90 euros, but they refused me.

They asked me to send a video selfie, that is, to show myself in person together with an ID card, I sent that and I received an email that it was accepted and that I should contact the chat for further details. I called on the chat and they told me that my account is still being reviewed and that it could take 31 days, which is unbelievable.

I don't care about the money, because it's a small amount, but fraudsters like this should be stopped so that others don't have problems.

Dear rusmir1994,

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

Dear rusmir1994,

Have you received your withdrawal from the casino yet?

No, I still haven't received my money from the bookie. When I write to them on the chat about payment, I always get the same answer, that I need to wait 31 days, which is unbelievable.

Thank you for your reply, rusmir1994. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Do I understand correctly that your account has been verified?
• Did you accumulate your winnings with or without an active bonus?

On May 21, I made a deposit of 30 euros without a bonus, after that I made a bet and I currently have 92.79 in my account, I wanted to withdraw 50 euros, but they sent me an email that I should record a video for verification, I sent the video and then received an email that the video was accepted and that I should contact the chat support, when I wrote to them they said that my account is being reviewed and that it can take 31 days, my profile is fully verified, I sent my ID card, a selfie with my ID card, a screenshot from my skrill account, in addition they also limited my account, obviously legzo casino does not allow to win.

Could you please advise if you have access to your casino account?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hello, i send screenshots to email.

thanks

Thank you very much, rusmir1994, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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.  

Hello, rusmir1994!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello, dear player and Casino Guru representatives! According to our system, the payout checking has been completed and the withdrawal request has been approved.

Best regards,

Legzo Casino!

rusmir1994, please, let us know when you will receive your funds!

Withdrawal is complete, thanks for help casino guru

Dear rusmir1994,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system. 

I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team