Legiano Casino - La cuenta del jugador está cerrada y el acceso está restringido.

Hello,

Legiano Casino has closed my account without any warning or reason. It says that it's under review, and i can't log in. I made sports bets. This is my only account there, and i used my PC and my phone to log in. Now i can't access it, and can't withdraw the money left there. I don't know exactly how much is left there. Around 150€ is my estimate (they will know it). After corresponding with them through email, they say my account is closed and that i should send documents for KYC. Now it has been 15 days since i sent documents, and they don't answer anything.

Thank you

KR

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Which documents did the casino request from you for the KYC verification?
• Did you play with or without bonuses?
• Could you please forward me all the communication between you and the casino regarding the suspension of your account? My email address is veronika.f@casino.guru.

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

Best regards

Veronika

Hello,

They asked for:

Photo of your ID both sides

Selfie

Selfie ID AOS (Please upload a selfie holding your ID with our website visible in the background ( from phone/tablet/laptop etc. )

Skrill proof of ownership

Skrill transaction history for October in original PDF file

I played without bonuses.

I sent you an email with all the communication with the casino.

Dear s1ko07

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, Mirka (miroslava.d@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,

Veronika

Please note that if the matter becomes solely related to sports betting, we won't be able to assist you, as we do not have a department handling such issues.

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 all,

Thank you for bringing this matter to our attention.

Please allow us some time to gather more information regarding the case. We will post a reply soon.

Your patience is much appreciated.

Kind regards,

Legiano Team

Dear Legiano Casino,

We will be waiting for your update.

Thank you for your cooperation.

Dear all,

Thank you for your patience.

Please be informed that the complainant's account was closed due to breach of our Terms and Conditions. To pay out the remaining balance, we kindly ask s1ko07 to share the requested documents in response to our most recent email.

Your cooperation is much appreciated.

Kind regards,

Legiano Team

Hello,

i already sent all documents on the 19th of November, and CasinoGuru can also confirm that, since I sent all our communication to them. And now you ask me for the same documents again??? If that's not stalling, what is it? Or just incompetence by your casino staff?

And to be clear, I didn't breach any terms. You just closed my account without any warnings.

Now I have sent you the same documents again.

I can't believe it will be almost 2 months since my account was closed, and I can't get my earned money. And it's nobody's fault. It's just ridiculous.

Dear player,

Could you please confirm, if you submitted the documents through your email, which you used for registration in Legiano Casino, and forward me the communication with the casino including verification documents to miroslava.d@casino.guru for review?

Thank you.

Hello,

i have sent all those documents:

Photo of your ID both sides

Selfie

Selfie ID AOS (Please upload a selfie holding your ID with our website visible in the background ( from phone/tablet/laptop etc. )

Skrill proof of ownership

Skrill transaction history for October in original PDF file.

Now forwarding you the communication with the casino, two different ones. Because they asked for documents twice separately...

Dear player,

I haven't received the mentioned email from you.

Please try to send it again, and add a screenshot of it to this complaint thread.

Thank you.

Dear Legiano Casino,

Could you please confirm, if you have received player's email with documents?

Thank you.

Dear s1ko07,

Thank you for your cooperation. Apologies for the delayed response.

The documents have been received and forwarded for review. Please bear with us just a bit longer, we will soon post an update on the status of the account.

Your patience is much appreciated.

Kind regards,

Legiano Casino

Dear Legiano Casino,

We will be waiting for your update.

Thank you for your cooperation.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Casino Guru,

Please instruct the client to provide their bank statement for the account associated with *card 5294 for October 2025.

This statement must be submitted as an original PDF file and should display all transactions, including the top-ups made to their Skrill account.

Kind Regards,

Legiano Team

Hello casino,

i have sent you document now on email.

Check it

Dear Legiano Casino,

Could you please provide us with an update on player's submitted document?

Thank you.

Dear Casino Guru,

We have received the documents and escalated them to the relevant department for a formal review.

We will provide you with an update as soon as we receive their feedback; we expect a reply shortly.

Kind Regards,

Legiano Casino Team

Dear s1ko07,

We are pleased to inform you that your documents have been successfully verified.

We have sent you an email requesting your bank details; as soon as we receive this information, we will proceed with your refund.

Kind Regards,

Legiano Team

Dear s1ko07,

Please notify me, when you will be able to progress in your withdrawal process.

Thank you.

Hello,

i have sent all the required info to Legiano.

Will inform you, or mark the issue resolved when i recieve the funds.

Regards

Dear s1ko07,

Could you please confirm, if you have received any update in your withdrawal process?

Thank you.

Hello,

no. I didnt get fund nor did i get any updates.

Dont know what is taking so long.

Dear Legiano Casino,

Could you please clarify, if there is something that can be done to speed up the withdrawal process?

Thank you.

Dear Casino Guru,

We have forwarded the customer’s bank details to our relevant department for processing.

The withdrawal will be settled shortly, and we will notify you as soon as the transaction is complete.

Kind Regards,

Legiano Team

Hello,

Withdrawal was completed successfully. I will put this issue as resolved, but I'm not content with how things were handled. It was all very slow from Legiano's side, and I had to sent same documents multiple times because they have incompetent support.

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

Dear s1ko07,

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