Legiano Casino - Se ha retrasado el pago de las ganancias del jugador.

Hello CasinoGuru,

I have been playing at Legiano Casino for a few weeks now, enjoying slots, live casino, and the sportsbook, which have all been a very nice experience. Their live chat also responds quickly, which makes you feel comfortable.

My issue is that after receiving one €300 withdrawal, the casino has not paid out my subsequent withdrawal requests. I currently have three pending requests: €400 from September 17th, €443 from September 18th, and €415 from September 19th.

In addition, I have recently been lucky on the casino games and now have a balance of €4,038 on my account. However, I cannot request another withdrawal because the previous ones have not yet been processed.

I have nothing but positive things to say about the casino, except for this long wait for withdrawals, which has been very stressful.

I have contacted their live chat almost daily, and while they always assure me that my payments are a top priority, nothing has happened so far. Their terms state that payments should be processed within three days, yet I have now been waiting for almost two weeks.

Could you please advise me on what steps I should take next? Is there a way to escalate this issue or obtain clearer information on the delay? I would like to continue enjoying the casino, but this withdrawal delay is causing me concern. Thank you in advance for your help.

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 before your money appears 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, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

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Stay safe.

Hi,

Situation is still the same and it's been 14 days already. My account is verified and they have already paid me one withdrawal some time ago. I have been in contact with their live chat on a daily basis and I always get same answer that it will be paid soon and then nothing happens.

I also lost big amount of my winnings because I can't get any withdrawals paid. This is very frustrating.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

I still haven't gotten the payments. I contacted their live chat again but only get those same responses unfortunately.

I continue playing on their site and still like the interface and games but this is very uncomfortable not getting paid in certain timeframe.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you contacted the casino to double-check whether they might still need any documents or information from you regarding the verification process?

Could you please let me know how much you are currently trying to withdraw in total, and whether your account balance has changed since your last message?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@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.

Hi Dominika,

I already got paid one withdrawal prior to these that are now pending and my account is fully verified. My total withdrawal amount is 1258€ which consists of three different withdrawal requests:

17th September 400€

18th September 443€

19th September 415€

My account balance is only 900€ + those withdrawals as I have lost quite a bit because they are stalling the payments which is very stressful.

I have been playing with my first deposit all the time.

I will email you one of the first chat transcripts regarding this issue and also the latest. I have been contacting them almost daily and always get similar responses so the chats don't really differ from each other.

Dear player, could you please confirm how much you have received so far from the withdrawals? Additionally, have you already requested any new withdrawals?

Hi,

I haven't received any withdrawals as I was asked to upload documents after long wait. Now I'm expecting to get my account verified again but it's been over 24 hours already since I sent the documents and it's still pending.

This process has taken way too long, so now my account is taking days to verify and I'm not getting any updates in my email. I have to ask live chat what the status of the verification is and they told me I need to send a new selfie as the first one was supposedly too blurry. I also added the latest live chat conversation from this morning which is the same as all the other conversations I have with them.

I'll attach them here, so you can see that a selfie that has to show the casino website in the background is extremely difficult to take, and both of these show my knowledge well.

I am very disappointed in their actions and have actually been waiting for my withdrawals for four weeks now.

My account currently has a balance of €1,449 and pending withdrawals of €1,258. I also have several free spin bonuses and a lot of earned player points, which I cannot activate because the withdrawal will be canceled.

I would like some quick help on this matter.

Tämä prosessi on kestänyt aivan liian kauan eli nyt tilini vahvistus kestää useita päiviä enkä saa päivityksiä sähköpostiini. Joudun kysymään live chatista, mikä on vahvistuksen tilanne ja he kertoivat, että minun pitää lähettää uusi selfiekuva kun ensimmäinen oli mukamas liian epäselvä. Lisäsin myös viimeisimmän live chat-keskustelun tältä aamulta joka on samanlainen kuin kaikki muut heidän kanssa käytävät keskustelut.

Liitän ne vielä tähän mukaan josta näkee että selfie, jossa pitää näkyä kasinosivu taustalla on äärimmäisen vaikea ottaa ja näistä molemmista näkyvät tietoni hyvin.

Olen erittäin pettynyt heidän toimintaansa ja tosiaan odottanut kotiutuksiani nyt jo neljä viikkoa.

Tililläni on saldoa tällä hetkellä 1449€ ja odottavia kotiutuksia 1258€. Lisäksi minulla on useampi ilmaiskierrosbonus sekä paljon ansaittuja pelaajapisteitä, joita en voi aktivoida sillä siinä tapauksessa kotiutus peruuntuu.

Toivoisin pikaista apua tähän asiaan.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@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 JaanaE1973,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Legiano Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified and her withdrawal have not been yet processed?

Thank you in advance for providing the information.

Dear JaanaE1973,

In order to proceed with your withdrawals, verification of your account is needed.

We kindly inform you that we've received and successfully processed your ID and Selfie.

To continue with the verification of the account we respectfully request that you provide us with:

• Proof of ownership for the crypto account used, clearly showing the account holder’s name
• Proof of deposit from your crypto account

You can upload the requested documents in the Verification Section in the website.

Thank you for your understanding and cooperation.

Kind Regards,

Legiano Casino Team

Hi Legiano casino,

And thank you for your quick response here. I already uploaded the asked documents and also sent an email to you regarding that.

I have been using Exodus crypto wallet for some time and it is anonymous desktop wallet. It doesn't contain any information of the user so I couldn't send anything else regarding that but screenshot of the main page and of course screen shot of my deposit. If something else is required I would appreciate prompt reply as this has already taken so long.

Dear JaanaE1973,

We are happy to inform you that your account has been successfully verified.

Your withdrawals request have now been forwarded to the appropriate department, which will process the payment at the earliest opportunity.

Thank you for your patience and understanding.

Kind Regards,

Legiano Casino team

Hi Legiano,

Thank you for finally verifying my account and also paying my first pending withdrawal. I hope all goes smoothly in the future as I enjoy playing on your casino.

Dear JaanaE1973

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

Dear All,

We inform you that the previous 4 Withdrawals are completed.

Your last withdrawal request have been forwarded to the appropriate department, which will process the payment at the earliest opportunity.

Thank you for your patience once again.

Kind Regards,

Legiano Casino team

Dear Legiano Casino Team,

thank you for the update!

Dear JaanaE1973,

can you please give us an update? Have you received your withdrawals?

Hi,

I have yet to receive my last withdrawal of 500€. All has been going as promised.

Dear JaanaE1973,

We are pleased to inform you that your last withdrawal request has been successfully completed.

The funds may take 3 to 5 working days to appear in your account, depending on the payment method used and your bank’s processing times.

Kind Regards,

Legiano Casino Team

Thank you Legiano Casino Team for the update!

Dear JaanaE1973

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

Dear JaanaE1973,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martina
Casino.Guru