I have requested 3 withdrawals 500eu, and 2 x 800 eu. 12/03, 13/03, 14/03. Time already passed by terms and conditions, chat not helpful keep saying that they will escalate with finance team and have big workload. No money received from them

Dear Joanadarm,

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 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,

Kristina

Hello. My account didnt need KYC at the time. Yesterday appear KYC after 7 days waiting, which i have uploaded documents they requested. They never send me email about it.

Hello. They locked my account because i supply bills from UK im home owner here. I do live and work in Germany only coming back to UK on holiday

Thank you for your reply, Joanadarm. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Which country did you register and play from?
• Which country did you fill in during the registration or in your player profile?
• Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here.

Thank you in advance.

Hello. I registred from Germany. In UK no way to play as not even open website. Played from Germany too. Registration form was filled with my UK address i believe. I have no bills in Germany address as working for UK company with accomondation provided paid by business. I will email all comunication shortly.

I see that the casino confirmed your withdrawals have been processed. Do I understand correctly that you haven't received your winnings yet?

Thats correct. Later they said that my winnings deducted duo to breach terms and conditons and account closed.

Could you please clarify how long you have been living in Germany and provide proof of your residence there (residence permit)?

I work for UK company based in Germany 3 months i stay in Germany 3 in UK and etc. As long im European national i do not need any permits as hold Lithuanian passport. There is no movement restrictions in EU for me.

Please note that in a situation like this, you need to find a way to confirm that you actually stayed in Germany before we involve the casino.

I can provide wage slip for march if needed. It shows company site where i work in Germany

Thank you very much, Joanadarm, for your cooperation. I will now transfer your complaint to my colleague Branislav ([email protected]) 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 All,

I hope this message finds you well.

We sincerely apologize for any inconvenience this situation may have caused.

We have forwarded the details to the relevant department for further investigation. You will be kept informed of the update.

We are grateful for your patience and cooperation as we endeavor to resolve this matter.

Kind regards, 

Legiano Casino Team

Dear Joanadarm,

Thank you for your patience.

Following a thorough review by relevant department, we regret to inform you that your account will remain closed in accordance with our Terms & Conditions, specifically Sections 2.3 and 9.4.  

Our investigation has identified multiple factors that confirm the violation of our policies, including:  

• The submission of two documents indicating a UK address 
• Exclusive use of a VPN to access the platform 
• The presence of a UK address in your contact details 
• Deposits made using UK-issued credit cards  

These findings provide sufficient evidence for the enforcement of our Terms & Conditions. Consequently, any winnings have been duly deducted, and the account will remain permanently closed.  

We understand that this may be disappointing, but we must uphold the integrity of our platform and ensure compliance with our established guidelines.  

Kind regards,

Legiano Casino Team

Greetings all,

Dear Joanadarm,

From now on, I will assist you with the case.

In the meantime, while we wait for the casino's response, please try to find a relevant way on how you can prove your real location/address, from which you registered and played. Although you may not need any permits to move between EU countries, and there may not be any movement restrictions, we are talking about playing in an online casino, which has to verify your identity and location/physical address. Therefore, it would be highly appreciated if you could somehow prove your above claims regarding your residence address and the address while you stay in Germany.

Dear Legiano Casino Team,

Thank you for your proactive approach and response with the details.

Can you please forward relevant supporting evidence regarding "Exclusive use of a VPN to access the platform" to my email ([email protected])?

I think that it could be sufficient to make the final decision on our side.

Thank you.

Dear Branislav,

We would kindly request to check the reply provided via mail.

Thank you for your cooperation.

Kind Regards,

Legiano Casino Team

Greetings all,

Dear Legiano Casino Team,

Thank you for your emails and additional details.

If I understand the situation correctly, according to the data from her gaming account, it appears she registered the account and played from Germany, but she does not own valid German documents for the KYC process.

Can you please go through the complainant's posts above and the provided information and explanation? Provided that everything she said is true (although such a situation and circumstances are a bit unusual, it is not impossible at all that there could be a player like this), can you please inform us what exactly the casino would need so the user completes her verification? If she is a real person, and she is able and willing to verify himself, his identity, permanent address, and his location/residence when she is in Germany (but does not pay for accommodation there), it should be possible to somehow prove everything, and all his claims regarding her residency/location, and identity.

How does the fact that her permanent residence is in the UK or that she deposited by UK-issued credit cards change the matter, please?

What country and address did she fill out upon registration or later in the account profile? Was it her UK address or German address?

What is the correct way to fill these details if she registered/played at the casino at the time she was physically at her address in Germany?

In case I did not understand the situation correctly or I missed some important details, feel free to correct me.

Thank you.

Dear Branislav,

We would kindly request to check the reply provided via mail.

Thank you for your cooperation.

Kind Regards,

Legiano Casino Team

Dear Legiano.

Why you could not just post here instead of him to email? We talking about my money and i have a right to know whats happening. On my account was provided UK phone number and address which you know about it and did not do anything. Just keep taking money from my deposits. Once i won you decided not to pay and find milion excuses. May at this point you just want to return my lifetime deposits which is greater then my winnings? On one of the emails you send that my withdrawals was procsssed what is absolutley LIES!

Dear Joanadarm,

In accordance with the relevant department, we are providing the following details regarding the circumstances under which the player's account was blocked:

• Upon registration, the client indicated Latvia as the country while providing an address from the UK
• All IP addresses from which the player logged in have utilized VPN masking services
• When we requested proof of address (POA) to verify her location, she submitted a water bill issued in the UK, which corresponds with the address listed on her account, aside from the country. Her location has not been confirmed; all the evidence we have leads to her location being in UK.
• This situation indicates a violation of T&C 2.3.
• It is also pertinent to note that the information provided during registration is misleading and incorrect, constituting a violation of T&C 4.1.
• There is no indication on the account that would suggest that she resides in Germany

We appreciate your cooperation.

Kind regards,

Legiano Casino Team

Legiano. I can provide you my flight inovices for following period and also wageslip which shows you my current working site in Germany.

Dear  Joanadarm,

I hope this message finds you well.

We're currently looking into this matter and will get back to you with a thorough response as soon as we can.

Thank you so much for your patience and support while we work to resolve this issue.

Kind regards, 

Legiano Casino Team

Dear Joanadarm,

I hope this message finds you well.

Upon further review of your case with the appropriate department, I must convey that, unfortunately, the decision reached is conclusive and cannot be subject to negotiation.

Kind regards,

Legiano Casino Team

Dear Legiano Casino Team,

Please look at my last email regarding the matter and provide me with the requested information/details/explanation/supporting evidence.

Thank you.

Dear Joanadarm,

As for your last posts:

• If you intentionally altered your actual location upon registration and deposited/played at the casino only thanks to bypassing the casino's system settings and restrictions regarding IP/countries from which players access the casino website, you seriously breached the casino's Terms and Conditions, which you accepted upon registration, and under such circumstances, the casino would have the right to confiscate your winnings/balance, because they would be considered invalid, and you would not be eligible to withdraw anything from these funds (accumulated as a result of your actions - fraud)
• If you bypassed the casino's system settings/restrictions, provided misleading/incorrect personal details upon registration, you were able to deposit and play as any other player, and you could only be happy and glad you managed to do it, and took the unfair advantage you gained by playing this way; however, if you played and lost any of your previous deposits, you simply lost them legitimately, by playing and enjoying games at the casino, and no online casino would refund your deposits spent there by playing - it does not really work like that at all
• Under specific circumstances, we would side with you and ask the casino to pay your winnings in full or at least to refund your last deposit, but if the casino's claims are true, it would mean you did it knowingly/intentionally, and the casino would have the right to confiscate everything
• Why did you mention your flight invoices for the following period? What about flight invoices for the previous periods, confirming you were in Germany at the time you played at the casino? And how can a wageslip and/or a company or workplace on it verify your actual location?

I wrote some things with "If" at the beginning, because I am currently waiting for clarification and additional supporting evidence from the casino. Therefore, the case has still not been closed.

Now, while waiting for the casino's next email, I have a few more questions for you, Joanadarm, to clarify the situation, because there are still discrepancies and some things make no sense at all.

• Can you explain the situation in more detail once again, with all the necessary details regarding your life/job/residence situation and all in relation to your registration at Legiano Casino and playing there?
• Can you confirm you used a VPN during registration and play at the casino, and explain why you filled out Latvia upon registration?
• Even if you had resided in Germany and played from there during your activity at the casino, why would you have filled out your UK address there, with Latvia as a country? Considering you could choose Germany from the drop-down during the registration, but the UK is not there, it makes no sense at all
• Where are you now? Can you provide us with your German address and a video of you in front of the building where you reside in Germany, and any proof (a document) confirming your residence in Germany? If it is not possible, how do you imagine proceeding with your KYC and location/address verification, considering your personal details in your gaming account profile are completely incorrect?

Please note that if your explanation and the provided information make no sense and/or significantly differ from the information for which I am waiting from the casino, I will be forced to close/reject the complaint.

Thank you. Looking forward to hearing from you.

Dear All,

I hope this message finds you in good health.

Following a thorough review of your case with the relevant department, I regret to inform you that the decision made is final and cannot be reconsidered.

Sincerely, 

Legiano Casino Team

Dear Joanadarm,

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,

Branislav, www.kpvfaw.com