Legiano Casino - El retiro del jugador se ha retrasado.

I've been waiting for my withdrawal since the 28th and there are only excuses and delays. They escalate the problem to the billing department but they still don't pay.

Llevo desde el día 28 esperando mi retiro y solo hay excusas y atrasos, escalan al departamento de facturación el problema pero siguen sin pagar

Dear player, 

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 for your money to appear 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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Natalia

Important Notice:

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We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Good morning, that's right, they make excuses but they don't pay. According to them, everything is correct, but it's better to play with our money for a few days. I hope it's resolved sooner. Thank you.

Buenos días, así es ponen excusas pero no pagan, según ellos todo está correcto pero es mejor jugar con nuestro dinero unos días, espero que se solucione antes, gracias

Dear player, 

Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please share a screenshot of your withdrawal request?
• Have you made any successful withdrawals before using the same payment method?  
• Could you please confirm that you have passed the KYC verification? 
• Have you accumulated your winnings with or without an active bonus? 

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

Best regards, 

Natalia

Good morning, this is the first withdrawal, according to them everything is ok except for the lack of payment, no, I don't have any active bonus, today they told me what I send them but now it turns out that I'm in queue for this too because they have more manual requests like mine, anyway excuses and more excuses, I imagine it's to save time, I don't understand.

Buenos días, es el primer retiro, según ellos está todo ok solo a falta de pago, no no tengo ningún bono activo, hoy me han dicho lo que les envío pero ahora resulta que estoy en cola también para esto porque tienen más solicitudes manuales como la mía, en fin excusas y más excusas imagino que para ganar tiempo no lo entiendo

Dear player, have you already contacted the customer support via the email address given by the live chat agent to request a manual withdrawal of your funds?

Yes, of course, as soon as they told me and I have already let them know through the chat and as always they have answered me that they have a lot of work and that they will answer me as soon as possible, that they cannot tell me how long it will take, thank you

Si por supuesto en cuanto me lo dijeron y ya se lo he hecho saber a través del chat y como siempre me han contestado que tienen mucho trabajo y que me contestaran lo antes posible que no me pueden decir en cuanto tiempo, gracias

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Legiano Casino representative to join this conversation.

Dear Legiano Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear SUPESU,

We understand that waiting can be frustrating, however, your account has recently undergone a verification process, which is why there was a bit of a delay.

We’re happy to inform you that your payout is scheduled for today, so you won’t have to wait much longer. Please note that once we have processed the payment on our side, it may still take a few business days for the funds to reach you, depending on your bank.

Thank you once again for your patience and cooperation.

Legiano Casino Team

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear SUPESU,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Mirka