Legiano Casino - El retiro del jugador se retrasa.

Casino: Legiano

Type of problem: Delayed payment

Payout amount: €500

Account balance: approx. €40,000

Date of payment request: December 28, 2025

Description of the problem

I hereby file a complaint regarding a delayed payout at the online casino Legiano.

On December 28, 2025, I requested a withdrawal of €500. This was my first withdrawal request, as withdrawals from Legiano are apparently only possible in limited partial amounts.

My total account balance is currently approximately €40,000, but I am deliberately trying to withdraw only a small portion at first.

To date, the payment has not been processed and remains in the status "in progress / pending".

I have contacted Legiano's customer support multiple times. The only response I receive is the same: my withdrawal is "in the finance department's queue" and they are currently experiencing a high volume of requests. I have not yet been given a specific reason, an individual status update, or a firm timeframe.

In addition, I would like to clarify that:

my account is fully verified

I have complied with all the terms and conditions

There are no outstanding bonus conditions or wagering requirements.

There are no player protection or account restrictions.

Considering that only €500 is to be paid out from a significantly higher balance, and that the processing time communicated by the casino is usually 3-5 working days, I consider this delay to be unreasonable and not customer-friendly.

Since my multiple attempts to resolve the issue directly with customer support have so far been unsuccessful, I am now asking Casino Guru for assistance in mediating so that my rightful withdrawal can be processed promptly.

I am happy to provide the following documents:

Screenshots of the payout request

Proof of current payment status

Copies of all communication with customer support

Thank you for your support.

Best regards

Casino: Legiano

Art des Problems: Verzögerte Auszahlung

Auszahlungsbetrag: 500 €

Kontostand: ca. 40.000 €

Datum der Auszahlungsanfrage: 28.12.2025

Beschreibung des Problems

Hiermit reiche ich eine Beschwerde wegen einer verzögerten Auszahlung beim Online-Casino Legiano ein.

Am 28.12.2025 habe ich eine Auszahlung über 500 € beantragt. Dies war meine erste Auszahlungsanfrage, da Auszahlungen bei Legiano offenbar nur in begrenzten Teilbeträgen möglich sind.

Mein Gesamtkontostand beträgt derzeit ca. 40.000 €, ich versuche jedoch bewusst zunächst nur einen kleinen Teilbetrag auszahlen zu lassen.

Bis heute wurde die Auszahlung nicht durchgeführt und befindet sich weiterhin im Status „in Bearbeitung / ausstehend".

Ich habe den Kundensupport von Legiano mehrfach kontaktiert. Als Antwort erhalte ich wiederholt lediglich den Hinweis, dass sich meine Auszahlung „in der Warteschlange der Finanzabteilung" befinde und aktuell ein hohes Anfrageaufkommen bestehe. Eine konkrete Begründung, ein individueller Status oder ein verbindlicher Zeitrahmen wurden mir bislang nicht mitgeteilt.

Ergänzend möchte ich klarstellen, dass:

mein Konto vollständig verifiziert ist

ich alle AGB eingehalten habe

keine Bonusbedingungen oder Umsatzanforderungen offen sind

keine Spielerschutz- oder Kontobeschränkungen bestehen

In Anbetracht dessen, dass lediglich 500 € aus einem deutlich höheren Guthaben ausgezahlt werden sollen und die vom Casino kommunizierte Bearbeitungszeit üblicherweise 3–5 Werktage beträgt, halte ich diese Verzögerung für unangemessen und nicht kundenfreundlich.

Da meine mehrfachen Versuche, das Problem direkt mit dem Kundensupport zu klären, bislang erfolglos geblieben sind, bitte ich nun Casino Guru um Unterstützung bei der Vermittlung, damit meine rechtmäßige Auszahlung zeitnah bearbeitet wird.

Gerne stelle ich folgende Unterlagen zur Verfügung:

Screenshots der Auszahlungsanfrage

Nachweise zum aktuellen Auszahlungsstatus

Kopien der gesamten Kommunikation mit dem Kundensupport

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear Lrnzschoe,

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

• Have you made any successful withdrawals before?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

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,

Attila

Dear Mr. Attila,

Thank you very much for your feedback and your support in this matter.

I will gladly answer your questions as follows:

• Yes, I have successfully made withdrawals from this casino before.

• I only played casino games and did not place any sports bets.

• All previous communication with the casino has taken place via email. I will send you the relevant emails and screenshots of the chat histories by email after this message. attila.g@casino.guru Send it to us or upload it here.

Should you require any further information or documents, please let me know.

Thank you in advance for your help and I hope for a timely resolution.

Best regards

Sehr geehrter Herr Attila,

vielen Dank für Ihre Rückmeldung und Ihre Unterstützung in dieser Angelegenheit.

Gerne beantworte ich Ihre Fragen wie folgt:

• Ja, ich habe bei diesem Casino bereits zuvor erfolgreich Auszahlungen vorgenommen.

• Ich habe ausschließlich Casinospiele gespielt und keine Sportwetten platziert.

• Die bisherige Kommunikation mit dem Casino fand per E-Mail statt. Die entsprechenden E-Mails sowie Screenshots der Chatverläufe werde ich Ihnen im Anschluss an diese Nachricht per E-Mail an attila.g@casino.guru zusenden bzw. hier hochladen.

Sollten Sie weitere Informationen oder Unterlagen benötigen, lassen Sie es mich bitte wissen.

Ich danke Ihnen bereits jetzt für Ihre Hilfe und hoffe auf eine zeitnahe Klärung.

Mit freundlichen Grüßen

Hello?

Hallo?

Is there any news yet?

Gibt es mittlerweile Neuigkeiten?

Dear Lrnzschoe, thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· Could you let us know how long did your last successful withdrawal took to be processed?

· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

· Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you once again for your patience and cooperation

Best regards,

Attila G.

I just received an email saying I need to verify my identity???

Even though my account says everything is verified?

Jetzt habe ich eine Email bekommen dass ich mich verifizieren muss???

Obwohl in meinem Account steht dass alles verifiziert ist?

Dear Lrnzschoe, thank you for your response. Has the casino provided any reason for the additional verification requirements? If possible, could you please forward your correspondence? You can reach me via email at attila.g@casino.guru, or you can attach screenshots here.

Thank you for your patience and cooperation.

No reason was given.

Nein Grund wurde nicht genannt

I was then asked to verify my identity, and the first payouts of €250 and €300 have arrived.

Further payouts (€500) are still being processed.

Why should I verify my identity now after receiving money?

And how long could this take? I uploaded all the documents 3 days ago.

Jetzt wurde ich aufgefordert mich zu Verifizieren, die ersten Auszahlungen von 250€ und 300€ sind angekommen.

Weitere Auszahlungen (500€) sind weiterhin in Bearbeitung

Wieso soll ich mich jetzt trotzdem noch verifizieren nachdem ich Geld erhalten habe?

und wielange kann das jetzt dauern? Die Dokumente habe ich vor 3 Tagen alle hochgeladen.

Dear Lrnzschoe, thank you for your response. We kindly request that you keep us informed as soon as there are any updates regarding the verification of the submitted documents. Thank you in advance for your reply.

Dear Attila

Can't you help me with the acceleration?

Why am I even bothering to write all this down if I don't even get answers to the questions I ask them?

Best regards

[Redacted]

sehr geehrter Attila

Können sie mir nicht bei der Beschleunigung helfen?

Wofür mache ich mir eigentlich die Mühe und schreibe hier alles rein, wenn ich nicht mal Fragen beantwortet bekomme… die ich ihnen stelle ?

mit freundlichen Grüßen

[Redacted]

Hello???

I'm here every day waiting, please help me.

Hallo???

mich bin jeden Tag hier und warte, helfen sie mir bitte

Dear Lrnzschoe,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Lrnzschoe,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Legiano Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Legiano Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hello everyone!

Dear Lrnzschoe,

We kindly inform you that we are checking the matter with our Verification team and we will have updates for you as soon as possible.

Thank you for your patience and understanding.

Best regards,

Legiano Team

Hello everyone,

thank you, Legiano Casino, for the update. We will await your further information.

Dear Lrnzschoe,

Thank you for your patience.

We would like to inform that most of the documents regarding your Verification were accepted. The KYC team will need from you one last document. This is the Transaction History for ApplePay regarding the period 15.11.2025 -15.12.2025.

If you need any clarifications regarding this document, do not hesitate to inform us.

Kind regards,

Legiano Team

Hello everyone,

thank you, Legiano Casino, for the update.

Lrnzschoe, please provide the requested Apple Pay transaction history for 15.11.2025–15.12.2025 and let us know once it’s done. I’ll keep an eye on the case.

Hello everyone,

I have now fully prepared the requested Apple Pay transaction history for the period from November 15, 2025 to December 15, 2025 as a PDF bank statement from my bank and sent it to you.

Please briefly confirm receipt of the documents and let me know when I can expect my payment to be released.

Thank you in advance and best regards

Hallo zusammen,

ich habe die angeforderte Apple‑Pay‑Transaktionshistorie für den Zeitraum 15.11.2025 bis 15.12.2025 inzwischen vollständig als PDF‑Kontoauszug von meiner Bank erstellt und an Sie gesendet. 

Bitte bestätigen Sie mir kurz den Eingang der Unterlagen und teilen Sie mir mit, wann ich mit der Freigabe meiner Auszahlung rechnen kann.

Vielen Dank im Voraus und freundliche Grüße 

Hello everyone,

thank you, Lrnzschoe, for the update. I understand and appreciate you sending the document.

Legiano Casino, could you please confirm receipt and let us know the next steps regarding the payment?

Dear Lrnzschoe,

Thank you for your patience while the relevant department conducted a thorough review of the documents you provided.

Upon completing their assessment, the relevant team informed us that their records indicate three deposits were made via Apple Pay on December 8th. However, these specific transactions are not visible on the transaction history you previously submitted.

In order for us to reconcile these payments and update your account accordingly, we kindly ask that you provide an updated version of your transaction history or a bank statement from the card linked to your Apple Pay account that clearly shows these debited amounts. This will allow us to confirm the status of the funds and resolve this matter as quickly as possible.

We appreciate your cooperation and look forward to receiving the requested information.

Best regards,

Legiano Casino Team

Hello everyone,

thank you, Legiano Casino, for the clarification regarding the missing deposits.

Lrnzschoe, could you please provide an updated Apple Pay statement or bank statement showing the three December 8th transactions?

Appreciate your help and looking forward to your update.