The player from Italy had been waiting for 12 days for a withdrawal and reported that customer support had failed to respond to emails, providing only generic excuses in live chat. After escalating the issue, the player confirmed that the withdrawal was finally processed and credited after a lengthy delay. The issue was marked as resolved by the Complaints Team, who expressed satisfaction with the outcome and offered future assistance if needed.
Legiano Casino - Player faces delayed withdrawal.
Amount: €500
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
6 months ago
Public
Public
7 months ago
Translation
I've been waiting for 12 days for a withdrawal. Customer support no longer responds to emails, and the live chat just gives empty excuses with the usual pre-written messages. This is definitely a scam against players.
Automatic translation:
Public
Head of Complaint Resolution Center
Public
7 months ago
Dear Toroloco,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve encountered with your withdrawal and the lack of response from customer support.
To help us understand your situation better and assist you in resolving the issue, could you please provide the following details:
- Could you provide any communication from the casino, such as emails or screenshots from the live chat, where they gave you pre-written messages or failed to respond? Please forward these to [email protected].
- Have you been given any explanation for the delay in processing your withdrawal, or were you provided with any updates about the status of your request?
- Were you informed of any specific reason for the delay, or is the casino not providing any further information at all?
Your cooperation in providing these details will help us investigate and work towards a resolution. We are committed to resolving this issue, but we need to gather all the necessary information to move forward effectively.
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
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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Sensitive attachment
7 months ago
Translation
contacted again this morning after 12 days of waiting and they refuse to help me as per attached screenshots
Automatic translation:
Public
Head of Complaint Resolution Center
Public
7 months ago
Thank you very much, Toroloco, for providing all the necessary information. I will now transfer your complaint to my colleague, Romi ([email protected]), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.
Public
Public
7 months ago
Translation
same situation after 16 days it's a 100% scam
Automatic translation:
Public
Community & Complaints Administrator
Public
7 months ago
Hello Toroloco,
My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.
Dear Legiano Casino,
Could you possibly provide additional information regarding the withdrawal and clarify the situation?
Thank you in advance.
Respectfully,
Romi
Public
Public
6 months ago
Translation
the withdrawal has been under verification since 11/23 after 17 days still no news, the live chat as already shown only gives generic pre-filled answers because they don't know how to justify themselves, same thing with email assistance, no solution nothing at all I'm tired
Automatic translation:
Public
Public
6 months ago
Translation
Finally this morning after a long battle the withdrawal was processed and credited. All resolved even if it was hard. Thank you
Automatic translation:
Public
Community & Complaints Administrator
Public
6 months ago
Thank you, Toroloco, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.
Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are 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,
Romi
www.kpvfaw.com
