Legiano Casino - La cuenta del jugador ha sido cerrada y el retiro cancelado.

The casino has blocked my account without providing any valid justification. Furthermore, they have cancelled a legitimate withdrawal of €60, money that belonged to me and was wrongfully withheld.

At no point have I received a clear explanation about the reason for the block or the cancellation of the withdrawal, nor have I been offered any alternative solution.

I have tried to contact the casino by email from the registered account ( esperanzaalcaldetejero@gmail.com ) on repeated occasions. After more than 13 working days, I have not received any response, which demonstrates an absolute lack of professionalism, transparency and customer service.

I consider this situation completely unacceptable. I request an immediate response and the full payment of the €60 withheld.

El casino ha bloqueado mi cuenta sin proporcionar ninguna justificación válida. Además, han cancelado un retiro legítimo de 60 €, dinero que me pertenecía y que fue retenido de forma indebida.

En ningún momento he recibido una explicación clara sobre el motivo del bloqueo ni sobre la cancelación del retiro, ni se me ha ofrecido ninguna solución alternativa.

He intentado contactar con el casino por correo electrónico desde la cuenta registrada (esperanzaalcaldetejero@gmail.com) en repetidas ocasiones. Tras más de 13 días laborables, no he recibido ninguna respuesta, lo que demuestra una absoluta falta de profesionalidad, transparencia y atención al cliente.

Considero esta situación completamente inaceptable. Solicito una respuesta inmediata y el pago íntegro de los 60 € retenidos.

Dear girasol,

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.

I don't know what they require me to attach or answer; I'm attaching the withdrawal request.

No sé qué requieren que adjunte o conteste, adjunto la solicitud de retiro

Dear girasol,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate 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,

Attila

The winnings were without a bonus; I was told no verification was required, and they were from slots. Thank you.

Las ganancias fueron sin bono, me dijeron que no requería verificación y fueron tragamonedas. Gracias

Dear girasol,

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, Peter (peter.c@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

Hello there,

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

I would now like to ask Legiano Casino for their help in resolving this complaint. We would like to know why the player's account has been blocked and what we can do to help the player receive their winnings.

Thank you!

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.