Today, I was asked for verification.

I have sent everything they requested, but they are not accepting the transaction history from my bank card.

I have sent photos, PDFs, etc., but nothing works!

I emailed the support department at [email protected] and they told me that I need to send the documents through their website.

The help chat doesn't know how to assist me and directs me to the [email protected] department.

Again, I have sent everything to prove the transactions on my bank card.

And nothing works! I don't know what to do.

Durante el día de hoy me han pedido verificación.

He mandado todo lo que me han pedido, pero no me aceptan el historial de transacciones de mi tarjeta bancaria.

He mandado fotos, PDF, etc y no les vale nada!

Les he escrito e-mail al departamento de [email protected] y me dicen que tengo que enviar los documentos por su página web .

En el chat de ayuda no saben como ayudarme y me trasladan al departamento de [email protected].

Repito, he mandado de todo para acreditar los movimientos de mi tarjeta bancaria.

Y no les vale nada! No se que hacer.

Dear beruco-26,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve encountered with the verification process.

In order to better assist you, could you please provide the following details to help us clarify the situation:

• Could you specify what documents you have already sent for verification?
• Did the casino give any specific reasons why they are rejecting your transaction history from your bank card?
• Have you received any clear instructions from the casino regarding the format or type of document that would be acceptable?
• When you sent your documents to [email protected], did you receive any confirmation that they were received, and if so, what was their response after submission?
• Have you tried submitting the documents directly through their website as suggested? If yes, could you share any screenshots or error messages you encountered during this process?

Additionally, it would be helpful if you could forward any relevant communications or screenshots related to your issue to [email protected]. This will allow us to gain a clearer understanding of the situation and work more effectively on your case.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

I have sent a history of the transactions of my bank account where my card is linked and the transactions can be seen.

I have sent the history in PDF that I obtained directly from the La Caixa bank app.

I have sent screenshots of my card movements exclusively (card only)

Then I sent a PDF and it didn't work either.

I have nothing to hide and everything is legal

At the bank they tell me that they will only give me the movements of my account in PDF, but not those of the card! That is not available.

But everything I've given them should be worth it.

Attached are some of the messages...

From , they don't answer me by email, ....

He enviado historial de los movimientos de mi cuenta bancaria donde está vinculada mi tarjeta y se ven los movimientos.

He enviado el historial en PDF que lo sacado directamente desde la app del banco la Caixa.

He enviado capturas de pantalla de los movimientos de mi tarjeta exclusivamente ( sólo tarjeta)

Luego envié PDF y tampoco les valía.

No tengo nada que esconder y lo tengo todo legal

En el banco me dicen que solo me dan en PDF los movimientos de mi cuenta, pero de la tarjeta no!, eso no está disponible.

Pero les tendría que valer todo lo que les he dado.

Adjunto algunos de los mensajes ...

Desde [email protected], no me contestan por e-mail, ....

I have all the PDFs of my original payment history from my Visa payment card bank.

I have sent them, from the month of May until today.

I have been a Legiano casino customer since September 22 and I have also sent you an exclusive one issued by the official bank in PDF from 09/22 to 10/24.

I have everything legal!

It is impossible for them not to accept them, and every day they ask me for the same documents and they don't tell me why they reject them.

I have sent them through their verification website and also by email to .

Clearly they are going to keep my €2400.

I can attach and demonstrate my documents so you can see that they are valid and legal and I also have screenshots of what they ask me for and some conversations with the chat.

Tengo todos los PDF de mi historial de pago original del banco de mi tarjeta de pago Visa.

Los he enviado, desde el mes de Mayo hasta el día de hoy.

Soy cliente de Legiano casino desde 22 de septiembre y le he enviado también uno exclusivo emitido desde el banco oficial en PDF desde el 22/09 hasta 24/10.

Lo tengo todo legal!

Es imposible que no los acepten, además cada día me piden los mismos documentos y no me dicen porque los rechaza .

Los he enviado por su sitio web de verificación y también por email a [email protected].

Claramente se van a quedar con mis 2400€.

Puedo adjuntar y demostrar mis documentos para que veas que son válidos y legales y también tengo las capturas de pantalla de los que me piden y algunas conversaciones con el chat.

Thank you very much, beruco-26, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina ([email protected]) 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.  

Dear beruco-26, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Legiano Casino representative to join this conversation. 

Dear Legiano Casino, could you please provide more information about this case? 

Looking forward to your reply.

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 beruco-26, 

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

The casino can reopen this complaint anytime.

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

Dear Legiano Casino, could you please provide more information about this case? 

Looking forward to your reply.

I was verified.

But it was a nightmare because everything I sent was correct.

They spent 10 days ignoring my requests.

Now the problem is that withdrawals are delayed or even never arrive.

This casino has serious liquidity problems.

Me verificaron.

Pero fue una pesadilla porque todo lo mandé era lo correcto.

Estuvieron 10 días ignorándome mis peticiones.

Ahora el problema son los retiros que se demoran e incluso no llegan.

Este casino tiene serios problemas de liquidez.

Dear all,

We are happy to also confirm that customer is now verified with us and that we are checking with relevant department regarding his withdrawal and would get back to you as soon as we have any news from them.

Best Regards

Legiano Team

I honestly don't know why they reopened the case.

The problem is with withdrawals...

I have been waiting for many days for them to be processed.

Attached photo.

I honestly think something weird is going to happen and I won't get my money.

And from the chat they only make false excuses

Sinceramente no sé porque reabren el caso.

El problema lo tienen con los retiros...

Llevo muchos días esperando que se procesen.

Adjunto foto.

Sinceramente creo que algo raro va a pasar y no voy a recibir mi dinero

Y desde el chat sólo ponen excusas falsas

Dear beruco-26, 

I understand your concerns, but I recommend waiting for the casino's decision. Once we have the explanation, we can determine the next steps.

All I want is to get my money and leave, this casino is a scam.

And you will see it

Lo único que quiero es recibir mi dinero e irme, este casino es una estafa.

Y lo vas a ver

Dear beruco-26

Please be informed that your withdrawal is complete and paid out on our side.

Best Regards

Legiano Team

Dear Sirs of Legiano casino.

What is unacceptable is that it took me 11 days to receive this withdrawal after making several complaints.

The previous withdrawal took 30 days.

If I have complied and comply with all of your requirements, I only ask that you also be fair with clients when they request their withdrawals for having made profits.

I have deleted the reviews on Trustpilot, I hope I don't have to post any more.

I still have €1500 in my Legiano account and I am still in their casino for sports betting.

If you don't want me to continue, give me my money and I'll leave.

All the best

Estimados se?ores de Legiano casino.

Lo que no es tolerable es que en este retiro he tardado 11 días en recibirlo después de poner varias quejas.

En el anterior retiro tardaron 30 días.

Si yo he cumplido y cumplo con todos los requisitos vuestros sólo pido que sean también justos con los clientes cuando piden sus retiros por haber tenido ganancias .

He borrado las críticas en trustpilot, espero no tener que poner ninguna más.

Todavía tengo 1500€ en mi cuenta de Legiano y sigo en su casino por las apuestas deportivas.

Si no quieren que siga, me dan mi dinero y me voy.

Un saludo

Dear beruco-26, 

thanks for your message.

Have you requested your last withdrawal, please?

I have requested another withdrawal on 2/12..

I'm waiting for now...

But according to the other withdrawals, I think I will receive it in 2025.

He solicitado otro retiro el día 2 /12..

De momento estoy esperando...

Pero según los demás retiros, creo que lo recibiré en 2025

Dear beruco-26, 

thanks for the update. This complaint will remain open until we receive your confirmation regarding the receipt of your last withdrawal.

L I've been waiting for withdrawal for 10 days.

I want to open a complaint.

I attach photos of the conversations with the chat, it's always the same

Llevo 10 días esperando el retiro.

Quiero abrir la queja..

Adjunto fotos de las conversaciones con el chat, siempre es lo mismo

Dear beruco-26, 

thanks for your patience.

Dear Legiano Casino,

could you please explain the reasons for delaying this withdrawals?

Dear all,

Kindly be informed that the withdrawal the customer refer to is already complete and paid out on our side , also please be informed that withdrawals are not processed during the weekends or public holidays.

Best Regards

Legiano Team

Dear Legiano Casino,

thank you for the update.

Dear beruco-26, 

please let us know if you have received your funds. Keep in mind that it may take little longer since there are public holidays. I will now set up a timer to 14 days. Do not hesitate to contact me in case you need my help.

Dear beruco-26,

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 still have a pending withdrawal of €280 from 12/29...

I hope it is solved without having to send a thousand messages and emails to support

Todavía tengo pendiente un retiro de 280€ desde el día 29/12...

Espero se solucione sin tener que mandar mil mensajes y correos a support

Dear beruco-26, 

thank you for the update.

Dear Legiano Casino,

could you please provide an update on the status of the withdrawal request?

Dear all ,

Please be informed that customer withdrawals are complete and paid out on our side.

Best Regards

Legiano Team

Thank you for the fast response, Legiano Casino. 

beruco-26, could you please advise if you have received the payment?

We have received the money, I still have €65 to withdraw from the casino.

I hope they send them to me.

Thanks to Guru Casino for their work

Hemos recibido el dinero, todavía me faltan 65€ por sacar del casino.

Espero que me los envíen.

Gracias a Gurú Casino por su trabajo

Dear beruco-26, 

thank you for the update.

Have you requested the last withdrawal?

Dear beruco-26,

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 still need to receive a refund for a withdrawal of €75 that I requested on 28/01.

I guess I have to wait, right?

Todavía me faltan que me devuelvan un retiro que solicité el día 28/01 de 75€.

Imagino que tengo que esperar no?

Dear beruco-26,

thanks for the update.

We typically implement a waiting period of 14 days from the date of the withdrawal request for the funds to be credited to the bank account. In your situation, there are still 2 days remaining to complete this timeframe. I will set a timer for these 2 days, and should you not receive your funds by then, we will proceed with the necessary next steps.

Dear beruco-26,

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.

Dear beruco-26,

have you received your funds, please?

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.