Good evening, I have the following problem with this particular casino. I have reached €1450 and I am requesting a withdrawal of €700. My initial deposit was made through Revolut. And I am requesting that they put it back into Revolut. You send the money to Revolut and Revolut returns it back because it has blocked some merchants who have gambling games. And so I send them my IBAN and they put it in my bank. This happens on 16/1/2025 and on 18/1/2025 they say the transaction is complete. I immediately send them a message that I have not received the money. Their response was to wait two or three days. I bother them again after three days that I have not received the money. And they tell me to wait. After a week passes, I ask them to send me the receipt that shows that they have sent the money. I send the receipt and it seems that they have put it in another iband that does not belong to me. They have put the recipient correctly but the iban is wrong. I went to my bank and they told me that they cannot do anything the money went to a stranger. Only their bank can ask them back to do a procedure. Legiano's answer is that I have to do I cannot do anything and I have not received my money. They did not ask me for an extra from my bank before they deposited the money to be sure. They have made a mistake in the deposit and are blaming it on me. It is possible that they put a whole wrong iban if I make a mistake in a couple of numbers in I understand and again they should see that the account does not belong to me or that the wrong person is coming out. Please for your help all the screenshots and the deposit slip that they sent me I can also send you the extra of the account so that you can see that the account is completely wrong.

Dear bill8101981,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that you entered the wrong IBAN when requesting the withdrawal?
• Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

No, I never gave this IBAN because it doesn't belong to me. It's not that I got a number wrong. They have a completely different IBAN here.

Kristina, I have sent you all the conversations I had from the beginning of the problem. If you need anything else, let me know and I can send it to you.

Thank you for your reply, bill8101981. Have you made any successful withdrawals before? Could you please post a screenshot of your withdrawal history here in this thread?

This was the only successful withdrawal. Then there was the problem with Revolut not accepting the withdrawal.

Could you please clarify if you provided your correct IBAN via support before this withdrawal was processed? Or did you manually enter these bank account details when requesting the withdrawal?

The registration was done manually. I wrote down my account and specifically I copied it from my bank account and pasted it into the field that asked for my account and after checking that it was copied correctly, I sent it for withdrawal. I can't make a mistake with my account.

Do you see the incorrect IBAN in your withdrawal history, or was this information provided solely by the casino support?

From the casino support. The account I made does not appear anywhere. When I asked for the receipt from the 1st day they wrote that the deposit was completed, they had me waiting and your money will appear but nothing after I bothered them several times they sent me the receipt that shows the wrong IBAN

Thank you very much, bill8101981, for your cooperation. I will now transfer your complaint to my colleague Matej ([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.

Hello bill8101981,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

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.

Hello bill8101981,

I apologize again for the inconvenience. I'd like to personally contact the casino representative to resolve this matter. I am extending the timer by 7 days. 

Hello bill8101981,

I've contacted the casino, and they will reply here by Tuesday. I apologize for the delay and inconvenience; the process is usually much smoother.

The issue is not when they will respond, the issue is whether they will give me my money.

Dear bill8101981,

We are sorry for the issue, and thank you for your patience.

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately by email.

We sincerely apologize for the inconvenience caused. Rest assured, we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

Legiano Team.

I can't understand what's going on with this company. Now you've withdrawn €700 from my account, which had a balance of €718.50, without me having requested it and without having given me the previous €700 that you put in the wrong account.

Dear bill8101981,

I hope this email find you well, and sorry for this situation.

Kindly be advised that we have manually paid 700 EUR to your Revolut Bank account because the previous withdrawal was sent incorrect, and now the money will be into your account in short period of time. So kindly ask you for a bit of patience.

I hope this clarifies and solve your issue.

Thank you for understanding and have a great day.

Best Regards,

Legiano Team.

The problem wasn't the money I had in my account, I had 1418.50 and the 700 euros when I asked for them you put them in the wrong account that doesn't belong to me. Now you did it, you went and put the rest of the money I had in my account in my account. You put the other 700 drinks in another beneficiary through your own mistake, will you ever put them in my account?

Dear casino representative,

bill8101981 is referring to his previous withdrawal, which did not end up in his account. (The withdrawal was successful.)

Could you please check the previous withdrawal?

Thanks.

Dear all,

After checking your account again to clarify the issue again we can see that this first 700 EUR Customer himself send the withdrawal to the wrong IBAN and this money can not be reversed from us as it is not out mistake.

For the another 700 EUR the money are already paid.

We hope this clarifies your situation.

Thank you and have a great day.

Best Regards,

Legiano Team.

Dear casino representative,

bill8101981 stated that he put the details correctly. Maybe a comparison of the IBAN from the first and second withdrawal can show us how big the typo is, and if that could be a human error.

On the other hand, isn't the casino verifying all accounts before sending the money? Isn't a small deposit required before any withdrawal from that account?

Dear all,

kindly be advised that after double-checking the account with the relevant department, we can see that 700 EUR are paid into the player bank account.

For the another 700 EUR, Customer himself send the withdrawal to the wrong IBAN and this money can not be reversed from us as it is not our mistake and customer is informed by the reply above that we do not take responsibility for wrongly input payment data.

Best Regards,

Legiano Team.

The point is that I never entered the account you sent them to. It's not that I made a mistake with 1 number, we're talking about an entire IBAN error. You insist on a mistake that one of your employees obviously made and you don't want to admit it. You didn't even verify the account you went to and entered them in to see that it didn't belong to me.

Dear Casino Representative,

How is it possible for the casino to send funds to an unverified account? Wouldn’t that be a breach of AML policy?

As far as I understand, every new payment method must be verified by the casino to ensure it genuinely belongs to the player.

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 bill8101981,

We are sorry to hear about for your experience.   

We have forwarded your request to the relevant team to check further and we would try our best to help you in this situation and provide you with an update at the earliest as possible. 

Thank you for being so patient with us! We really appreciate it.

Best regards, 

Legiano team.

Dear all,

Kindly be advised that this it is a player responsibility to fill in correct data in payment method and that it is his fault that he filled incorrect IBAN.

Also, we providing you Terms and Condition from our site regarding this situation:

 Neither the Company, nor the software provider, nor any of our affiliates or connected parties will take any liability for any losses, expenses or harm that are supposed or are actual consequences of:

• any error that you made by entering the wrong information;
• loss of any transactions that arises from incorrect functioning of connection used by you or any other organization that transfers data between you, the Company or any other company that is regulating payments;

Best regards, 

Legiano team.

I entered my account correctly and I had checked it. You deposited it, but your respective employee did. There wasn't a single number wrong, it's the entire IBAN. I won't pay, your mistake is unacceptable.

Dear Legiano team,

In this case, you are stating that user bill8101981 entered the wrong IBAN in the withdrawal form.

However, this is not a simple typo—the entire IBAN is completely different from bill8101981’s actual account.

It appears that you did not verify whether the new IBAN belongs to bill8101981 and just send the money, which I believe is breach of AML procedures.

Dear all,

Neither the Company, nor the software provider, nor any of our affiliates or connected parties will take any liability for any losses, expenses or harm that are supposed or are actual consequences of:

• any error that you made by entering the wrong information;
• loss of any transactions that arises from incorrect functioning of connection used by you or any other organization that transfers data between you, the Company or any other company that is regulating payments;

For the another 700 EUR, Customer himself send the withdrawal to the wrong IBAN and this money can not be reversed from us as it is not our mistake and customer is informed by the reply above that we do not take responsibility for wrongly input payment data.

Best Regards,

Legiano Team.

When did I not give this account that you deposited the money. The mistake is yours and you just don't want to admit it. I'm sorry, this is unacceptable. Without even identifying my account to see that the information I sent you was correct, money is deposited into an unrelated account and then you say that it's the player's fault. Where I have played, they have identified the account. Now you want me to pay for your mistake.

Dear bill8101981,

I hope this message finds you well.

We appreciate your patience as we have carefully reviewed your request.

After a thorough examination of your case, we have determined that, although neither the Company nor the software provider holds liability for any losses incurred, we are willing to extend a goodwill gesture by offering you a refund of 700 EUR.

Kindly inform us of your acceptance of this offer so that we may proceed with the refund process.

Sincerely, 

Legiano Casino Team

Good evening, I accept your action as a company and thank you for finally solving this problem.

I will inform Guru Casino as soon as the money is in to close the case. Please deposit it as you did the last time you deposited with Revolut so we can be sure they don't have any surprises again.

Dear bill8101981,

We have checked your account and we are happy to inform you that your withdrawal has been completed and sent from our side, however it seems to still be in process on the payment provider’s side.

It looks like the withdrawal should be completed soon, therefore we kindly ask you for a little more patience.

Sincerely, 

Legiano Casino Team

Good evening, I received the payment, thank you very much for solving the problem. Thank you also to guru casino for helping to solve the problem.

Dear bill8101981,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

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. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

www.kpvfaw.com