Hello,

I'm opening this complaint regarding my withdrawals from Legiano Casino. On March 6, I opened an account with them and made a deposit of €1,000. I won over €5,000 and requested three withdrawals of €500 each over three consecutive days (March 6-7 and 8). Since then, no withdrawals have been processed, and I have not received any funds.

The total amount is €6,990, and after several contacts via live chat and even with my manager via Telegram, I haven't been able to resolve the issue. In fact, my manager hasn't responded to my messages for a week.

The last update in the live chat was that they had requested to expedite my pending withdrawals, but the situation has not changed and they have not been processed.

Consequently:

• So far I have not received any withdrawals from Legiano.
• I have not performed KYC since it appears that my account does not need verification.
• I declined the initial bonus to avoid future problems, so I haven't used any bonuses.

Could you help me please?

I would appreciate it if you could contact the casino to process my withdrawals.

Thank you and greetings,

Hola,

abro está queja en relación a mis retiros con Legiano Casino. El 6 de marzo abrí una cuenta con ellos y hice un depósito de 1.000€. Gane una cantidad superior a 5.000€ y solicité 3 retiros de 500€ cada uno en los 3 días consecutivos (6-7 y 8 de marzo). Desde entonces no se ha procesado ningún retiro y en consecuencia no he recibido ningún importe.

La cantidad total es de 6.990€ y tras varios contactos con live chat e incluso con mi gestor a través de telegram, no consigo solucionarlo. Es más, hace una semana que mi gestor no me contesta a los mensajes.

El último update del live chat era que habían solicitado acelerar mis retiros pendientes pero no ha cambiado la situación y no se han procesado.

En consecuencia:

• Hasta el momento no he recibido ningún retiro de Legiano.
• No he realizado el KYC puesto figura que mi cuenta no necesita verificación.
• Rechace el bono inicial para evitar futuros problemas, por lo que no he utilizado ningún bono.

Podríais ayudarme por favor?

Agradecería que contactarais al casino para que procesen mis retiros.

Gracias y un saludo,

Dear Johnlc89,

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.

Good morning,

It's been 14 days since I requested my first withdrawal and there has been no news.

There are still 3 withdrawals pending processing, and after several contacts with live chat and my account manager via Telegram, I have not received anything favorable.

I reiterate that I have never used any bonuses and the account does not need verification.

Could you please contact the casino?

The total outstanding balance (pending collection) remains at €6,990, of which €1,500 is in these first 3 withdrawals (€500 each).

Buenos días,

se han cumplido 14 días desde que solicité mi primer retiro y no ha habido ninguna novedad.

Siguen 3 retiros pendientes de ser procesados y tras varios contactos con livechat y mi gestora de cuenta via Telegram, no he obtenido nada favorable.

Reitero que en ningún momento he utilizado algún bonus y la cuenta no necesita verificación.

Podriais por favor contactar con el casino?

El saldo total en disputa (pendiente por cobrar) siguen siendo 6.990€, de los cuales 1500€ se encuentran en estos 3 primeros retiros (500€ cada uno).

Dear Johnlc89,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi Nick, as I mentioned this morning I have not received any payment from Legiano.

The total outstanding balance (pending collection) remains at €6,990, of which €1,500 is in these first 3 withdrawals (€500 each).

Thank you and greetings,

Hola Nick, cómo he mencionado esta ma?ana no he recibido ningún pago de Legiano.

El saldo total en disputa (pendiente por cobrar) siguen siendo 6.990€, de los cuales 1500€ se encuentran en estos 3 primeros retiros (500€ cada uno).

Gracias y un saludo,

Thank you Johnlc89 for all the information provided. I will now forward your complaint to my colleague Matej ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Johnlc89, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested payouts. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Legiano Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal requests are being processed longer than usual? I would also appreciate if you could provide us with any and all relevant evidence. In case of sensitive information, you can e-mail it to me directly at [email protected].

Thank you for your patience and cooperation in advance.

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 all

Thank you for your patience.

We apologize for the inconvenience caused. We understand the impact this has had on you and want to assure you that we're actively working to address it and process your withdrawal as soon as possible.

Best Regards

Legiano Team

Thank you for the reply. Please, let us know once the payment has been processed, so the player can request the next ones.

Dear all

Kindly be informed that customer withdrawals has been complete and paid out on our side.

Best Regards

Legiano Team

Thank you for the update, Legiano Team, much appreciated!

Dear Johnlc89, can you please confirm once you receive all the money, so we can close the complaint? Thank you.

Hello, I can confirm that since March 6th, when I had a balance of €6,990.27, only €3,000 in withdrawals have been processed. As of today, three withdrawals of €500 each, requested on April 4th, are still pending, and a balance of €2,490.27 remains to be withdrawn.

The withdrawals processed so far have violated the terms and conditions, both in terms of processing times and the monthly withdrawal limit, which should be €4,000/month.

I request that you please approve the three pending withdrawals and expedite future payments for the remaining balance (€2,490.27).

Thank you and greetings,

Hola, confirmo que desde el 6 de marzo, cuando tenía un saldo de 6.990,27€, solo se han procesado 3.000€ en retiros. A día de hoy, siguen pendientes tres retiros de 500€ cada uno, solicitados el 4 de abril, y aún queda un saldo de 2.490,27€ por retirar.

Los retiros procesados hasta ahora han incumplido los términos y condiciones, tanto en los plazos de procesamiento como en el límite mensual de retiro, que debería ser de 4.000€/mes.

Solicito, por favor, que aprueben los tres retiros pendientes y que se agilicen los pagos futuros correspondientes al saldo restante (2.490,27€).

Gracias y un saludo,

Thank you for the update! We will keep this complaint opened, until your confirmation of the full amount being received. Please, let me know in this thread once any withdrawals are received, so I can update my notes. Cheers. :)

Hello Matej,

I still haven't received my pending withdrawals, and they've violated their withdrawal policy again, since it's been 9 days now. Is there anything we can do to get them processed?

Thank you.

Hola Matej,

sigo sin recibir los retiros pendientes y se vuelve a incumplir la política de retiros por su parte puesto ya hace 9 días. Podemos hacer algo para que los tramiten?

Gracias.

Dear Legiano Team, could you please let us know what's the issue with the payment processing, and give us at least some timeframe of how long will this take? Thank you.

Dear all

Thank you for your patience.

Kindly be informed that customer withdrawals are complete and paid out on our side.

Best Regards

Legiano Team

Thank you very much for the update, Legiano Team!

Dear Johnlc89, please confirm once you receive the money, and I would appreciate if you could sum up how much you have managed to get so far, and how much is still to be withdrawn. Thank you.

Good morning,

Of the €6,990.27 from March 6, €4,500 has been withdrawn, I again have €1,500 pending processing and €990.27 balance in my account to be requested once the pending balance is processed.

Thank you and greetings,

Buenos días,

de los 6.990,27€ del 6 de marzo se han retirado 4.500€, vuelvo a tener 1.500€ pendientes de ser procesados y 990,27€ de saldo en mi cuenta a solicitar una vez se procesen los pendientes.

Gracias y un saludo,

Hello, I'm reporting that I've ended up gambling away the remaining amount and losing it. Therefore, there's no balance left to withdraw.

I have requested the casino to permanently close my account via email and I no longer wish to receive any further advertising communications.

Once they confirm here that this has been the case, you can close the ticket.

Thanks Matej for the help provided.

Hola, comunico que he acabado jugando en importe restante y perdiéndolo. Por lo tanto, no queda ningún saldo pendiente de retirar.

he solicitado al casino vía email cerrar mi cuenta de forma permanente y no quiero volver a recibir ninguna comunicación publicitaria.

una vez confirmen por aquí que así ha sido, podéis cerrar el ticket.

Gracias Matej por la ayuda proporcionada.

I am really sorry to hear that, Johnlc89, because this means the complaint will have to be rejected.

However, I will keep the case opened until you confirm that the account has been permanently closed and no marketing communication will be sent your way by this casino.

Dear Johnlc89,

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.

Hello, the account is still active and I continue to receive communications.

Hola, la cuenta sigue activa y continuo recibiendo comunicaciones.

Hello all

The customer gaming account was already permanently closed and all marketing communication has been turned off .

Best Regards

Legiano Team

Thank you for the confirmation of the account closure, Legiano Team.

Dear Johnlc89, as mentioned before, since you have cancelled and then gambled away all the disputed amount, there is nothing more we can do to mediate the pay out. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, and I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.