Legiano Casino - La retirada del jugador se ha retrasado 16 días.

I made a deposit and received a bonus. I successfully cleared this bonus, so the entire amount was transferred to my real money account. Then I wanted to withdraw the money. Initially, I was able to make three withdrawals of €500 each, for a total of €1,500. I thought that was fine, since I wanted to withdraw another €1,500 later until the entire balance was paid out.

Since then, I've been in daily contact with the casino. Each time, I'm told to be patient because there are supposedly problems—but they don't tell me specifically what I can do to speed up the process. They keep assuring me that my money is safe and that I'll definitely get it.

But now more than 16 days have passed, and today they just kept me waiting again.

Ich habe eine Einzahlung gemacht und dafür einen Bonus bekommen. Diesen Bonus habe ich erfolgreich freigespielt, sodass der gesamte Betrag auf mein Echtgeldkonto übertragen wurde. Anschließend wollte ich das Geld auszahlen lassen. Zunächst konnte ich drei Auszahlungen à 500 € vornehmen, also insgesamt 1.500 €. Das fand ich in Ordnung, da ich ja später noch einmal 1.500 € auszahlen lassen wollte, bis das gesamte Guthaben ausgezahlt ist.

Seitdem stehe ich täglich mit dem Casino in Kontakt. Jedes Mal werde ich vertröstet, ich solle Geduld haben, da es angeblich Probleme gibt — aber sie sagen mir nicht konkret, was ich tun kann, um den Prozess zu beschleunigen. Sie versichern mir immer wieder, dass mein Geld sicher sei und ich es auf jeden Fall bekommen werde.

Mittlerweile sind aber schon über 16 Tage vergangen, und auch heute haben sie mich wieder nur hingehalten.

Hello,

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?

Could you please confirm that you have passed the KYC verification?

Could you kindly send me a link or a screenshot of the bonus you activated and played with?

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,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

It was a welcome bonus

Es war ein Willkommensbonus

I have not yet requested a withdrawal, and none have been successfully processed so far.

My account says no verification is required. This was also the case with other online casinos, and withdrawals there worked without any problems.

Ich habe bisher noch keine Auszahlung beantragt, und bis jetzt wurde auch noch keine erfolgreich durchgeführt.

Laut meinem Konto ist keine Verifizierung erforderlich. Das war auch bei anderen Online-Casinos so, und dort haben die Auszahlungen problemlos funktioniert.

Unfortunately, your summary is not entirely correct.

So far I have not received any money in my account.

I'm still waiting for the first payout of €1,500 so that I can then have the remaining amount paid out — which will probably take just as long again.

Leider ist Ihre Zusammenfassung nicht ganz korrekt.

Bis jetzt habe ich noch kein Geld auf meinem Konto erhalten.

Ich warte nach wie vor auf die erste Auszahlung mit 1.500 €, damit ich anschließend auch den Restbetrag auszahlen lassen kann — was vermutlich ebenfalls wieder so lange dauern wird.

I still have no payout and have been waiting for 3 weeks

Ich habe immer noch keine Auszahlung und warte jetzt schon 3 Wochen

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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

Dear Dome1108,

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,

Jana

We’ve reopened this complaint at the request of Dome1108. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

I've now requested a payout of €500 twice, three times each. The first time, it took over three weeks for the money to finally arrive. Now I've requested the same amount again, and again more than 14 days have passed without anything happening.

No information, no feedback, no progress – it's absolutely disappointing. You're left in the dark and have to wait forever, even though it's a simple payout that should normally be processed within a few days.

These repeated delays are unacceptable and raise serious questions about the provider's reliability. I hope something changes urgently—both in terms of communication and processing.

Ich habe mittlerweile zweimal jeweils dreimal 500 € zur Auszahlung beantragt – beim ersten Mal hat es über drei Wochen gedauert, bis das Geld endlich ankam. Jetzt habe ich erneut dieselbe Summe zur Auszahlung beantragt, und wieder sind mehr als 14 Tage vergangen, ohne dass etwas passiert ist.

Keine Information, keine Rückmeldung, kein Fortschritt – das ist absolut enttäuschend. Man wird im Unklaren gelassen und muss ewig warten, obwohl es um eine einfache Auszahlung geht, die normalerweise innerhalb weniger Tage erfolgen sollte.

Diese wiederholten Verzögerungen sind nicht akzeptabel und werfen ernsthafte Fragen zur Zuverlässigkeit des Anbieters auf. Ich hoffe, dass sich hier dringend etwas ändert – sowohl in der Kommunikation als auch in der Abwicklung.

Dear Dome1108,

We hope you are well.

Thank you for addressing the issue. Please rest assured that we have forwarded it to our payments team in order to be checked with priority and we will have updates for you as soon as possible.

We deeply sorry for this delay that occurred. Thank you so much for your patience!

Best regards,

Legiano casino team 

Dear Dome1108,

Thank you for your patience.

We would like to inform you that your withdrawal requests have been completed successfully.

Best regards,

Legiano casino team

Thank you for your help.

Vielen Dank für ihre Hilfe.

Dear Dome1108,

please let us know when you receive your funds.

I received the money. And now I've been waiting for my other money for a week.

Ich habe das Geld erhalten. Und warte jetzt wieder auf mein anderes Geld seit einer Woche.

Dear Dome1108,

what is the current pending balance to be withdrawn?

Dear Dome1108,

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.

Hello all!

Dear Dome1108,

We kindly inform you that your last three withdrawals have been completed successfully.

Thank you so much for your patience and understanding during this period. We wish you a great day!

Best regards,

Legiano casino team

Dear Dome1108,

please inform us when you receive your funds.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.