The player from Germany had requested a withdrawal less than two weeks before submitting this complaint. The payment had not been processed yet. After communication with the player, it was confirmed that both payments had landed in his bank account. The issue was marked as resolved in the Complaints Team's system.
Legiano Casino - Player claims that payment has been delayed.
Amount: €900
Legiano Casino
Safety Index:HighSafety Index
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8.6
Legiano Casino has a Safety Index of 8.6, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
Public
Public
1 month ago
Translation
I deposited at Legiano Casino and played without a bonus.
I won €900 and wanted to withdraw it, but my withdrawals kept getting canceled. For no reason.
On May 7, 2025, I contacted customer support and asked why my withdrawal was canceled. They replied that it was a technical problem (Image 1).
Then I asked if a technical problem would occur again and I was told it wouldn't happen again and I shouldn't worry (picture 2).
I then requested a withdrawal again (I don't even know how many times), which was then canceled again. Then on May 8, 2025, I was told I had to deposit again using a different payment method (?????) before I could withdraw. It doesn't make any sense at first. I had deposited with FunID and wanted to withdraw via bank transfer. They told me it would only work with bank transfer if I had deposited at least once using bank transfer (Image 3).
It's just too bad that I already deposited money with this account on October 24, 2024 using a bank transfer, which means that this was a fraudulent attempt to simply deposit money again, because they are trying everything to avoid paying me out.
Then they go on to say that the casino doesn't cancel withdrawals, but rather they are always rejected. Then they advised me to inform my bank (Image 4), which I've already done a long time ago, and it's not their fault, especially since all deposits are always processed within seconds using this method, but strangely enough, withdrawals never are.
So my conclusion is that they're simply vehemently refusing to pay out my winnings and are simply stalling me, trying everything imaginable to prevent me from getting my money. This is clearly a scam. I hope you can help me.
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Dear myrulez92,
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,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Dear myrulez92, 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?
Do you currently have any pending withdrawals in your account? If yes, could you please send a screenshot of your withdrawal request page?
Could you clarify the deposit situation that they referred to? Did you make the deposit as they requested using a different payment method?
Could you please share your communication with the casino regarding the canceled withdrawals? Send emails or chat transcripts to my email at [email protected], 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.
Sensitive attachment
Sensitive attachment
1 month ago
Translation
I can inform you that both payments have landed in my bank account today. File attached.
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Dear myrulez92,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
www.kpvfaw.com
