Legiano Casino - A conta do jogador foi encerrada e o saque cancelado.

The casino has blocked my account without providing any valid justification. Furthermore, they have cancelled a legitimate withdrawal of €60, money that belonged to me and was wrongfully withheld.

At no point have I received a clear explanation about the reason for the block or the cancellation of the withdrawal, nor have I been offered any alternative solution.

I have tried to contact the casino by email from the registered account ( esperanzaalcaldetejero@gmail.com ) on repeated occasions. After more than 13 working days, I have not received any response, which demonstrates an absolute lack of professionalism, transparency and customer service.

I consider this situation completely unacceptable. I request an immediate response and the full payment of the €60 withheld.

El casino ha bloqueado mi cuenta sin proporcionar ninguna justificación válida. Además, han cancelado un retiro legítimo de 60 €, dinero que me pertenecía y que fue retenido de forma indebida.

En ningún momento he recibido una explicación clara sobre el motivo del bloqueo ni sobre la cancelación del retiro, ni se me ha ofrecido ninguna solución alternativa.

He intentado contactar con el casino por correo electrónico desde la cuenta registrada (esperanzaalcaldetejero@gmail.com) en repetidas ocasiones. Tras más de 13 días laborables, no he recibido ninguna respuesta, lo que demuestra una absoluta falta de profesionalidad, transparencia y atención al cliente.

Considero esta situación completamente inaceptable. Solicito una respuesta inmediata y el pago íntegro de los 60 € retenidos.

Dear girasol,

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.

I don't know what they require me to attach or answer; I'm attaching the withdrawal request.

No sé qué requieren que adjunte o conteste, adjunto la solicitud de retiro

Dear girasol,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

The winnings were without a bonus; I was told no verification was required, and they were from slots. Thank you.

Las ganancias fueron sin bono, me dijeron que no requería verificación y fueron tragamonedas. Gracias

Dear girasol,

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, Peter (peter.c@casino.guru). 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,

Attila

Hello there,

Thank you girasol for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Legiano Casino for their help in resolving this complaint. We would like to know why the player's account has been blocked and what we can do to help the player receive their winnings.

Thank you!

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,

We would like to inform you that we are checking the matter and we will have updates for you as soon as possible.

Thank you so much for your understanding.

Best regards,

Legiano Team

Dear all,

Thank you for your continued patience.

Please be advised that we are currently conducting a thorough review of this case. We are gathering all necessary information and will provide you with a formal update as soon as more details become available.

Kind regards,

The Legiano Team

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 girasol,

Thank you for your time and patience.

We kindly ask for your continued patience as we await an update from the relevant department regarding your request. 

Please be assured that we are working to ensure compliance with all necessary protocols. We are making every effort to resolve this matter as expediently as possible.

We sincerely appreciate your patience during this time. Thank you for your understanding. 

Kind regards,

Legiano Casino team.

Dear Girasol,

Thank you for your patience.

To proceed, please provide your ID, a selfie, and proof of ownership for the card ending in 3690. For the card images (front and back), please ensure the following:

Visible: The first 6 and last 4 digits.

Covered: The middle 6 digits and the CVV code.

Please note: For your security, we cannot accept documents if the sensitive information mentioned above is not properly covered.

You may upload these files directly to our platform or send them via email to support@legiano.com.

Kind regards,

Legiano

Hello, they were requested last night and have already been sent via email.

Buenas, fueron solicitados anoche y ya han sido enviados vía email.

Thank you for your prompt response girasol.

Dear Legiano Casino representative, please keep us informed about any new developments. Thank you in advance!

Dear all,

Thank you for your continued patience.

We kindly ask for a few more moments while we await a final update from the relevant department. We are monitoring the situation closely and will get back to you as soon as we have more information.

Kind regards,

Legiano

Dear all,

Thank you for your continued patience.

Please be informed we will update you regarding this situation as soon as possible.

Kind Regards,

Legiano

Dear Girasol,

Thank you for your patience.

Please be informed that we require the following documentation to proceed. You may send these files by replying to this email:

-Selfie with ID: A photo of yourself holding your ID document with our website visible in the background. Please refer to this example for the correct format.

-Transaction History: A statement for your bank card ending in 3690 covering the period from December 15th to January 15th.

We kindly request that you upload / attach the necessary documents to complete the verification of your account, enabling us to proceed with your request accordingly.

Please ensure that the transaction history provided is original and has not been edited or modified. The document must be exactly as issued by bank, without any alterations or hidden details. As it is necessary to review all transactions and deposits, including those made to our account,

Kind regards,

Legiano

Dear girasol,

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.

I can't attach PDF files, so I've sent them to attila.g@casino.guru , thank you so much!

No puedo adjuntar archivos pdf, por lo que los he enviado a attila.g@casino.guru, muchas gracias!

Dear girasol, Thank you for providing us with the information, however, you will have to submit the requested documents directly to the casino through your account. Thank you in advance for your cooperation!

I have sent them to the email address support@legiano.com As I mentioned, I don't have access to my account and they didn't provide me with another email address. Thank you.

Se los he hecho llegar al correo support@legiano.com, ya que como comenté, no tengo acceso a mi cuenta y no me facilitaron otro correo electrónico. Gracias.

Dear Girasol,

Thank you for your continued patience.

Thank you for sending us the documents, we have forwarded them to the relevant department and will contact you as soon as possible.

Kind regards,

Legiano

Dear Girasol,

Thank you for your continued patience.

We are now just waiting for the relevant department to complete the verification check and will inform you accordingly as soon as possible.

Kind regards,

Legiano

Dear Girasol,

Thank you for your continued patience.

Kindly be advised that we have received your documents but we still need one:

-selfie ID AOS. It should look like this - https://prnt.sc/i0vu4rbTuJ0r. (The casino front page on the background is missing).

Kind regards,

Legiano

Dear girasol,

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.

I have already sent the requested documentation to Legiano.

Ya he remitido a legiano la documentación solicitada.

Dear Girasol,

Thank you for sending the document. We have forwarded it to the relevant department.

We will inform you as soon as possible.

Kind regards,

Legiano

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 Girasol,

Thank you for providing the documents.

Your account is now verified.

In order to issue the withdrawal manually:

We kindly ask that you provide the following bank details:

• Full Name (including all middle names)

• Email Address

• Bank Account Holder’s Name

• IBAN / Account Number

• Bank Name

• Bank Location (Country)

• SWIFT / BIC Code

Once we receive this information, we will proceed accordingly.

Thank you in advance for your cooperation.

Legiano

Dear girasol,

Thank you for providing the details. We have forwarded it to the relevant department.

We will contact you as soon as possible.

Kind Regards,

Legiano

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 girasol,

We have made the payment of 50 euros to your bank account.

Kind Regards,

Legiano

The outstanding amount was 59 euros, not 50.

La cantidad pendiente era de 59 euros, no de 50.

Hello everyone, my name is Matej and I will be taking this complaint over from my colleague, Peter. I will do my best to help the mediation process to move towards successful resolution.

Dear Legiano Casino, could you please authorize the withdrawal of the missing 9 EUR, and let us know once processed on your end? Thank you very much.

Dear all,

Thank you for the patience.

We would like to inform you that we are working on the request. Once there is any update you will be informed immediately.

Best regards,

Legiano Team

Dear Girasol,

Please accept our sincere apologies for the oversight. We have just requested our finance department to process your refund of €9.

Thank you for your patience and understanding.

Kind regards,

Legiano Support Team

Thank you for the update, Legiano Casino. Please, let us know once the payment has been processed on your end.

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 Girasol,

Could you please let us know if you have a crypto wallet address to receive your payment? Please be advised that amounts lower than €10 can only be processed via cryptocurrency.

If you would like to proceed this way, please reply with your crypto details so we can process the transfer as soon as possible.

Kind regards,

Legiano Support Team

Dear girasol,

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,
Matej
Casino.Guru