Legiano Casino - Тегленето на играча се забавя поради чакаща проверка.

I played a welcome offer at the casino which was non-sticky. I won €262 with my own money, after which I cancelled the bonus and put my money on withdrawal. The operator has blocked my withdrawal. I have sent the casino numerous times the documents they have requested both via email and the website, but my account cannot be verified. I have contacted Aspa, who always gives the same answer that they will notify the staff and that they will be in touch by email. However, nothing has been heard from them.

Pelasin kasinolla tervetuliaistarjouksen joka oli non-sticky. Voitin omalla rahalla 262€ jonka jälkeen peruutin bonuksen ja laitoin rahani nostoon. Operaattori on estänyt nostoni. Olen Lähettänyt kasinolle lukuisia kertoja dokumentteja mitä he ovat pyytäneet sekä sähköpostin että sivuston kautta mutta tiliäni ei saada varmennettua. Olen ottanut aspaan yhteyttä josta tulee joka kerta sama vastaus että he laittavat ilmoituksen henkilökunnalle ja että he ovat yhteydessä sähköpostitse. Kuitenkaan mitään ei ole kuulunut heistä.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear PelaajaSuomesta,

Thank you very much for submitting your complaint. I’m sorry to hear about your problems with account verification

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

• Do I understand correctly that you still have access to your account?
• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Could you please post a screenshot of your verification page in your casino account?
• Could you please forward all relevant correspondence between you and the casino to [email protected]? If it’s more convenient, you may also post screenshots here.

I hope we will be able to help you resolve this issue. Thank you in advance for your reply.

Best regards,

Jean

I sent an email.

laitoin sähköpostia

Thank you for the email.

In your correspondence with the casino, I see that you already sent your bank statement, passport, and a selfie with your passport on May 13. Could you please confirm whether you received any updates on your KYC verification?

Also, a screenshot of you trying to withdraw shows an error: 'Withdrawal is not possible as long as you have an active bonus balance.' Is your bonus still active? Were your winnings displayed in the bonus balance or withdrawable balance?

There are no active bonuses. My balance is shown in the funds available for withdrawal.

Ei ole aktiivisia bonuksia. Saldoni näkyy kotiutettavissa olevissa varoissa.

Dear PelaajaSuomesta,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samko, ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Dear PelaajaSuomesta,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Legiano Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Legiano Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in the player’s withdrawal due to pending verification.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear all,

Thank you for contacting us.

We would like to inform you that the withdrawal of the active balance of the player is successfully completed.

Kind regards,

Legiano

Hello everyone,

Dear Legiano Casino,

thank you for confirming that the player's withdrawal has been successfully completed. I appreciate your cooperation and your assistance in resolving this matter.

Dear PelaajaSuomesta,

could you please confirm whether the funds have arrived on your side and whether everything is now resolved from your perspective?

Once we have your confirmation, we can proceed with the next steps.

Thank you both for your cooperation and patience.

Dear PelaajaSuomesta,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Samuel
Casino.Guru