Legzo Casino - El retiro del jugador se retrasó debido a una revisión adicional.

Hello,

I have been waiting for my payout for a week now (which is still within the time frame). However, I was told that I might have to wait an additional month because the payout is being further reviewed. I really can't understand this for a value of 140 €. In addition to the personal ID, proof of address, and proof of account documents, they also requested a selfie video from me, which I have sent. My account has already been fully verified.

Hallo,

Seit einer Woche warte ich auf meine Auszahlung (was noch zeitlich im Rahmen wäre). Nun wurde ich aber wieder vertröstet mit der Aussage es könnte noch einen zusätzlichen Monat warten weil die Auszahlung zusätzlich überprüft wird. Kann das bei einem Wert von 140 € wirklich nicht verstehen. Zusätzlich zu den Unterlagen Personalausweis, Nachweis der Adresse, und Kontonachweis wollte mal noch ein Selfievideo von mir haben welches ich zugeschickt habe. Das Konto ist vollständig verifiziert.

Hello supersonic83,

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 is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello,

my account was fully verified on September 9th. Afterwards they wanted a selfie video, which I had also provided and then customer service told me I should make a new request. Now I'm being put off for another possible 30 days for no reason.

I played without a bonus at all. My last request to customer service was last week.

VG Gregor

Hallo,

mein Konto wurde am 09.09 vollständig verifiziert. Danach wollten Sie noch ein Selfie Video haben welches ich ebenfalls bereitgestellt hatte und mir dann vom Customer Service gesagt worden ist ich sollte eine neue Anfrage stellen. Nun werde ich ohne Grund um weitere möglichen 30 Tage vertröstet.

Ich habe ganz ohne Bonus gespielt. Meine letzte Anfrage an den Customer Service war letzte Woche.

VG Gregor

Hello, is there any update on this one? BR

Hello supersonic83 and thank you for the information provided. As your account has been verified for a while and you did not use a bonus, the withdrawal should not take more than 14 days so I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on and try to get more information from the casino regarding your delayed payout.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you supersonic83 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Legzo Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Hello, Supersonic83! According to the point of the rules 10.4 "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 wishes,

Legzo Casino!

Ok, thanks for your answer. As i have nothing to hide and played fair i am waiting for check to be finished.

BR G***

As the last withdrawal request is from the 14th of this month i expect the withdrawal to be done the latest within 2 or 3 weeks. BR G***

Dear supersonic83, Thank you very much for the update. We will keep this complaint open until you confirm your verification process and subsequent withdrawal has been successful. Please keep me informed about any further developments.

Yes, will do so if i get any update. BR

Dear supersonic83,

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.

Hello, the open amount has been paid. The case can be closed.

Dear supersonic83,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and 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.

Best regards,

Peter