LegendPlay Casino - El jugador experimenta retiros retrasados.

Hello, I won 4000 euros at LegendPlay Casino.

The first 1500 euros have already been paid out.

Then I requested the next payouts. These were canceled after waiting 14 days, even though I had provided the correct recipient information.

Then I requested the payout again.

Now, after waiting another 14 days, they want verification from me, which I have already submitted.

Since I won the 4000 euros on May 24, 2025, and after more than a month there are still delays, and only 1500 euros have been paid out, I am turning to you and hope for a quick solution to the problem.

Hallo ich habe beim LegendPlay Casino 4000 Euro gewonnen.

Die ersten 1500 Euro wurden schon ausgezahlt.

Dann habe ich die nächsten Auszahlungen in Auftrag gegeben. Diese wurden dann nach 14 Tagen warten storniert obwohl ich die richtigen Empfänger Daten angegeben habe.

Dann habe ich die Auszahlung erneut angefordert.

Jetzt nach wieder 14 Tagen warten wollen sie eine Verifizierung von mir die ich auch bereits eingereicht habe.

Da ich die 4000 Euro am 24.05.2025 gewonnen habe und nach über einem Monat es immer noch Verzögerungen kommt, und erst 1500 Euro Ausgezahlt wurden, wende ich mich an sie und hoffe auf eine schnelle Lösung des Problems.

Dear TiiDii, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with LegendPlay Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Which payment method to withdraw your winnings have you opted for? Was it the same one you used before? 
• Have you received confirmation of successful KYC verification, please?
• Have you accumulated your winnings with or without an active bonus? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Katarina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello Katarina,

I used Tether ERC20 for the first €1500 that worked, and also for the current ones and those that were canceled.

During verification, everything has a green check mark to indicate that everything has been accepted.

Yes, I made the winnings with a bonus, but I complied with the terms and conditions 100% and everything was converted from bonus money to real money.

Best regards

Hallo Katarina,

Ich habe für die ersten 1500€ wo es geklappt hat Tether ERC20 genutzt und bei den jetzigen und denen die storniert worden auch.

Bei der Verifizierung steht alles mit grünem hacken das alles Akzeptiert wurde.

Ja die Gewinne habe ich mit einem Bonus erzielt, dessen Bedingungen habe ich aber zu 100% eingehalten und alles wurde von Bonusgeld zu Echtgeld umgewandelt.

Mit freundlichen Grüßen

Hello, just a little addendum.

I just received an automatic email that my 3 withdrawals were canceled.

Then I wanted to log in to my account and my account was deactivated by the administrator.

Hallo noch ein kleiner Nachtrag.

habe gerade eine automatische email bekommen das meine 3 Abhebungen storniert wurden.

Wollte mich dann im Account anmelden und mein Konto wurde vom Administrator deaktiviert.

Hello, the timer expires in 6 hours.

Will I get another answer?

Hallo, der Timer läuft in 6 Stunden ab.

Kriege ich noch eine Antwort?

Hello,

thank you for your reply and patience.

Could you please share the link for the bonus you have used, please?

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Looking forward to your reply.

Katarina

Hello, I just sent you an email.

I sent screenshots of the bonus offer and the messages with the casino.

Hallo, ich habe ihnen gerade eine Email geschickt.

Da habe ich Screenshots von dem Bonus Angebot und der Nachrichten mit dem Casino geschickt.

Thank you very much, TiiDii, for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@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.

Thank you 🙂

Dankeschön 🙂

Hello TiiDii, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of LegendPlay Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear all,

To check the information further, would you mind providing us with the email linked to your account. We were unable to find any account linked to the email attached. Thank you in advance.

Kind Regards,

Legend Play Casino.

Dear all,

Please be informed that TiiDii's account was closed as per administrative decision when it failed to pass verification. At the same time, the winnings were voided according to our general Terms and Conditions.

Clause 9.1:- The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

• using the Website for commercial purposes or in someone else’s name or interest;
• engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;
• <...> colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;

Clause 9.4:- Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

• <...> immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;
• void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account; <...>

We hope this helps clarify the matter to you.

Best regards,

Legend Play Casino.

Thank you TiiDii for the clarification.

Dear LegendPlay Casino, can you confirm if the above is the reason for the verification failure? If there is more to this, feel free to send me any sensitive data and evidence directly at matej.l@casino.guru. If not, would you be willing to reconsider the decision and renew the verification process?

Dear Matej,

Thank you for reaching out.

We would like to inform you that we have sent an email to your inbox. Looking forward to your reply.

Best regards,

LegendPlay.com

Thank you for the message. I have already replied with further questions regarding the case, and additional evidence to be provided.

The casino has replied to my last message, for which I would like to thank the team.

Dear TiiDii, would you be able to send me the same bank statement you have provided to the casino? I can see their point, but would have to verify one crucial detail I can't see on the screenshots. And due to GDPR they would not be able to share your whole statement with me, so if you can just e-mail it to me at matej.l@casino.guru, that would be the fastest way to reach a conclusion of this case. Thank you.

Hello Matej,

I sent him the above-mentioned statement from April 30th to May 30th.

Could I know where the problem lies?

I just looked at it again and couldn't find anything problematic.

Hallo Matej,

Ich habe ihn den genannten Auszug vom 30.04-30.05 geschickt.

Könnte ich wissen wo das problem liegen soll?

Habe es mir gerade nochmal angeschaut und nichts entdecken können was problematisch ist.

The casino has an issue with two specific transactions. Once I can verify for myself and see whether it's legitimate concern, I will share my findings and standing here for you to keep you up to date and see what can be done next. Any and all sensitive data will stay private and would not be shared, of course.

Hello Matej,

I have now sent you the statement from 30.04-30.05.2025

Best regards

Timo

Hallo Matej,

habe ihnen jetzt den Auszug vom 30.04-30.05.2025 geschickt

Mit freundlichen Grüßen

Timo

Dear TiiDii,

Thank you very much for the provided statement. Unfortunately, it confirmed the casino's claim for using third party payments being used to make deposits to your casino account, which is a huge T&C breach, exactly the point 9.1:

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

Since the casino has voided the balance in line with the Terms & Conditions you have agreed to upon signing up, I will be unable to help any further.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, and I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.