The player from Germany faced significant delays with his withdrawals, having requested one 7 weeks prior. Despite complying with the casino's terms, only one out of four withdrawals was completed, with the player losing €10,000 in the meantime. He expressed frustration with the casino's tactics, including unblocking him without consent after he had self-excluded due to gambling addiction. The issue remained unresolved as the player did not respond to the Complaints Team's requests for additional information, leading to the rejection of the complaint.
Legiano Casino - Player’s withdrawals are delayed and funds are compromised.
Amount: €10,000
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
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
yesterday
Public
Public
2 weeks ago
Translation
I'll try to summarize my complaint as accurately as possible. I deposited €100 with a 200% bonus, wagered it, and withdrew €500 on April 29, 2025, and each of the following two days. After several complaints and inquiries via the support chat, the first withdrawal arrived on May 15, two weeks late. The next withdrawals were delayed again and only paid out after three weeks. Of the next three withdrawals, two were canceled, and only one was paid out. I continued playing in the meantime because the withdrawals are intentionally delayed, and I even received emails asking me to continue playing.
The casino's terms and conditions state that payouts are made within 3 days: 500 per day / 7000 per month.
In the meantime, €10,000 have been lost again, which should have been paid out long ago and therefore could not have been lost at all.
I would also like to say that I had myself blocked from Legiano because of my addiction and after a few months they simply unblocked me without asking and sent me bonuses.
I find this tactic outrageous, and one could also detect a strategy behind it, deliberately delaying payouts so that the money is lost again. It's outrageous not to pay out winnings; enough money is lost anyway, and when you finally do win, the casino uses such dirty tricks. Looking at the other complaints, I'm not alone.
I do not want to accept this and demand my money back, because as described above, the money should have been in my account long ago
Kind regards
Automatic translation:
Public
Complaint Specialist
Public
2 weeks ago
Dear cg500,
Thank you very much for submitting this complaint. I'm sorry to hear about the problems you're experiencing.
Please allow me to clarify a few important points. If the funds that were not paid out on time were eventually returned to your casino account and then lost in regular gameplay, we regret to inform you that we won’t be able to help you recover those funds. We completely understand how upsetting it can be to wait for delayed payouts, especially when the terms suggest a much shorter processing time, but once the money is back in the account and used for further play, we cannot intervene to request a refund.
However, we would like to better understand the part of your complaint related to your self-exclusion at Legiano. Could you please send us:
- A copy of your original self-exclusion request,
- Any response you received from the casino at that time,
- The approximate date when you first blocked your account,
- And when it was reopened by the casino.
My email address is [email protected].
Additionally, please let us know if your account is currently still open or if it has since been closed again.
Once we have this information, we’ll be able to assess whether there was a possible breach of responsible gambling obligations and advise you on the next steps.
Thank you in advance for your cooperation.
Kind regards,
Veronika
Please note that www.kpvfaw.com will never request payments or ask for access to your accounts. If anyone claims to be a www.kpvfaw.com representative and asks for such actions, do not provide any information.
The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.
Stay cautious, and if you have any doubts, please reach out to us directly.
Public
Complaint Specialist
Public
1 week ago
Dear cg500,
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.
