Legiano Casino - A conta do jogador foi suspensa e os fundos estão retidos.

I play at the "Legiano" casino and about 13 other casinos belonging to the same company. I have a single account in my name at each casino. On January 16th, I requested a withdrawal of around €45 from each casino (13 in total, more than €500 approximately), and they held the withdrawal. Then they blocked my access to the casinos, canceled the withdrawals, and sent me an email asking me to complete the KYC (Know Your Customer) verification. Since I can't access my account, I sent them photos of both sides of my ID and a selfie holding it. Two weeks have passed, and I haven't received any updates, my money hasn't been returned, and I haven't received any explanation.

I only use real money, no bonuses. The game I did well on was "Bonus Crab," which is more of a skill game than a game of chance; I think that's why they closed my accounts. I didn't violate any of their Terms and Conditions with the strategy I used. Besides that game, I also play live casino games (bjège, roulette, baccarat).

I have made several previous withdrawals at these casinos, they were just delayed, but now they have blocked my access without giving any response.

Juego en casino "Legiano" y como en 13 casinos mas de la misma empresa. Tengo una sola cuenta en cada casino a mi nombre en todas. El 16 de enero solicite un retiro de alrededor de 45 euros en cada casino (13 en total,mas de 500 euros aprox) y me retuvieron el retiro, luego me bloquearon el acceso a los casinos, cancelaron los retiros y me enviaron un correo pidiéndome que completara el KYC. Como no puedo entrar a mi cuenta, les envié las fotos de mi carnet por ambos lados y una selfie sosteniendo mi carnet.... ya pasaron 2 semanas y no he recibido ninguna actualización, ni envio de mi dinero, ni ninguna explicación.

Solo utilizo dinero real sin bonos. El juego donde me iba bien es en "bonus crab" que es un juego mas de destreza que de azar, yo creo que por eso cerraron mis cuentas. No he infligido ninguno de sus TyC con la estrategia que usaba. Ademas de ese juego, juego en casino live (bj, ruleta, bacarat).

He echo varios retiros anteriores en estos casinos, solo se demoraban pero ahora me tienen bloqueado el acceso sin respuesta.

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.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to better clarify your situation.

• Were the €45 winnings from the Bonus Crab accumulated across all of these casinos?
• Did you follow the same playing strategy in all casinos belonging to the same group as Legiano?
• Could you please forward the documents you submitted to the casino for verification to veronika.f@casino.guru?
• When was the last time you communicated with the casino’s customer support, either via live chat or email, regarding the suspension of your account?

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

Best regards

Veronika

Did the €45 winnings from the Crab Bonus accumulate at all these casinos?

Approximately the same amount

Did you follow the same playing strategy in all casinos belonging to the same group as Legiano?

Yes, I was doing well so I continued, since the game is based on skill.

Could you send the documents you sent to the casino for verification? veronika.f@casino.guru ?

I'll send them to you

When was the last time you contacted the casino's customer support, either via live chat or email, regarding your account suspension?

January 19

¿Las ganancias de 45€ del Bonus Crab se acumularon en todos estos casinos?

Aproximadamente el mismo monto

¿Seguiste la misma estrategia de juego en todos los casinos pertenecientes al mismo grupo que Legiano?

Si, me iba bien así que seguí, ya que es de habilidad el juego.

¿Podrías enviar los documentos que enviaste al casino para su verificación? veronika.f@casino.guru ?

Te los envío

¿Cuándo fue la última vez que se comunicó con el servicio de atención al cliente del casino, ya sea a través del chat en vivo o por correo electrónico, con respecto a la suspensión de su cuenta?

El 19 de enero

Thank you for your email.

Have you received any updates regarding the documents you submitted for verification to Legiano Casino?

Am I correct in understanding that your account was suspended only temporarily until your account is verified?

I sent an email asking about the status of the KyC and they replied saying that all accounts were suspended indefinitely without explaining why. They didn't tell me anything about the KyC, they only said it was an internal decision.

I didn't violate any of the Terms and Conditions and they've blocked me without justification... Please help me...

Mandé un correo preguntando por el estado del KyC y me respondieron diciendo que las cuentas fueron todas suspendidas indefinidamente sin explicar el porque, del KyC no me dijieron nada, solo dijieron que fue una decisión interna.

No cometí ninguna falta a los TyC y me bloquean sin justificación.... Porfavor ayúdenme ...

Dear crixuss123

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, Martin (martin.l@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,

Veronika

Hello crixuss123,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Legiano Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why was the user's account blocked? Are there any issues with the verification procedure?

Thank you in advance for providing us with your view of the issue.

Dear crixuss123,

Thank you for reaching out to us.

We would kindly like to inform you that your case has been forwarded for review and we expect further information and updates as soon as possible.

We thank you for your patience and understanding.

Kind regards,

Legiano Casino Team

Dear casino representative,

thank you for the update, we will be awaiting the results of your investigation.

Dear crixuss123,

We would kindly like to apologize for the delay in your case.

Please be informed that we are working with priority on solving your case and will contact you in the nearest time with further information and updates.

We thank you for your patience and understanding.

Kind regards,

Legiano Casino Team

I need an immediate solution; I've waited too long. The solution is simple: unlock my accounts at all the casinos that blocked me so I can withdraw the money in them. I can no longer use the strategy I used in the crab bonus because they removed the "behind" bets; that alone is enough.

Legiano, rabona, bankonbet, casinia, spinanga, sgcasico, caddola, allyspin, spinbara, spinit, OnlySpin and I don't remember which others.

They just tell me that my accounts are permanently blocked by internal decision, but they don't even say why.

Necesito solución inmediata, ya he esperado demasiado, y la solución es simple como liberar mis cuentas en todos los casinos que me bloquearon para poder retirar el dinero que hay en ellas...ya no puedo usar la estrategia que utilizaba en el bonus crab porque quitaron las apuestas "behind" con eso es suficiente.

Legiano, rabona, bankonbet, casinia, spinanga, sgcasico, caddola, allyspin, spinbara, spinit, OnlySpin y no recuerdo cuáles mas.

Solo me dicen que mis cuentas están bloqueadas permanentemente por decisión interna pero ni siquiera dicen el motivo.

Dear crixuss123,

We thank you for your reply and patience.

Please be informed that your case is still under review.

Please be assured that we do our best to provide you further information as soon as possible.

We marked your case already with priority and expect additional updates in the nearest time.

We thank you for your understanding.

Kind regards,

Legiano Casino Team

Dear casino representative,

thank you for your response. Could you please provide us with an approximate timeframe in which the investigation might conclude?

Dear All,

We would kindly like to apologize for the delay in this case.

Please be informed that we are currently still waiting for further information of the departments involved.

Be assured that we marked the case with priority and will provide you with all updates as soon as possible.

We thank you for your patience and understanding.

Kind regards,

Legiano Casino Team

Dear All,

Thank you for your patience .

We can confirm that we are able to provide you with further information regarding this case in the nearest time. We would kindly like to ask you for a little bit more patience and thank you for your understanding.

Kind regards,

Legiano Casino Team

Dear Martin,

We would kindly like to ask you to check your emails where we send you further explenation regarding this case.

Thank you for your understanding.

Kind regards,

Legiano Team

Dear casino representative,

thank you for your response, I have sent you an additional email.

Dear crixuss123,

could you please explain the strategy you've used in more detail?

In the bonus crab, using one casino account, I tried to win a plush toy. Using other casino accounts, I bet on which account would win the plush toy from the first account. If I won the plush toy, I earned 1.5x my bet from each casino. The maximum bet allowed was €10 per account, and if I didn't win the plush toy, I lost everything across all accounts.

All of this does not infringe any T&Cs, as I only have one account at each casino.

En el bonus crab, con la cuenta de un casino intentaba sacar un peluche, con las otras cuentas de los otros casinos apostaba a qué sacaría el peluche de la primera cuenta. Si sacaba el peluche ganaba 1.5x la apuesta de cada casino, lo máximo que permitía apostar eran 10 euros en cada cuenta, y si no sacaba el peluche perdía todo en todas las cuentas.

Todo eso no inflinje ningún TyC, ya que solo tengo una cuenta en cada casino.

Dear Legiano casino representative,

Please release all my accounts from Radiki. I haven't violated any of their terms and conditions. I simply saw an opportunity to win by playing by their rules and conditions. I'm skilled at games and I like to win fairly, and the "bonus crab" game is a game of skill. It's not my problem that they won money using a completely legal strategy. It's unfair that when the casino wins, they do nothing, but when the player wins, these things happen. They've delayed this case for far too long. It's imperative that you unblock my accounts from all the casinos...

Thank you in advance 🫂

Estimado representante de casino Legiano,

Favor liberar todas mis cuentas de la empresa radiki, yo no he cometido ninguna falta a sus condiciones, solo ví una oportunidad de poder ganar a cogiendome a sus reglas y condiciones, soy una persona hábil en los juegos y me gusta ganar de manera legal, y el juego de "bonus crab" es un juego de habilidad, no es mi problema que ganará dinero usando una estrategia totalmente legal, no es justo que cuando gane el casino no hagan, pero cuando gana el jugador pasan estás cosas, ya han retrasado este caso demasiado tiempo, es perentorio que habiliten mis cuentas, de todos los casinos ...

De ante mano gracias 🫂

Dear All,

Thank you for your reply and patience.

We would kindly like to ask for a little bit more time in order for us to consult with all departments involved to find a solution.

We thank you for your understanding and will update you as soon as possible.

Kind regards,

Legiano Team

Dear casino representative,

thank you for your response, we will be awaiting the remaining clarifications.

Dear All,

Thank you for your patience.

Please be informed that there is currently a delay as new evidences are gathered in order to send a complete overview of this case.

We would kindly like to inform you that we are trying to solve the case as soon as possible and will contact you in the nearest time.

Thank you for your understanding.

Kind regards,

Legiano Team

Dear All,

Give me back my accounts. The strategy I used is useless now, and that's enough. I'll just go back to losing as usual, since only the casino should win...

Estimados,

Devuélvanme mis cuentas, ya no se puede usar la estrategia que utilizaba, con eso ya es suficiente, ahora volvere a perder como siempre, ya que solo el casino debe ganar...

Dear casino representative,

thank you for informing us about the current state of events. I understand an in-depth investigation is needed, but I would also like to point out the case has been opened for quite a long time and a general idea of the strategy has been established. In case the investigation will need more time to conclude, please give us more details about the current state of the matter, along with an expected timeframe in which you will be able to issue a final response, if possible.

Dear crixuss123,

Thank you for your patience.

Please be informed that your account has been permanently closed without option of reopening.

However, we would kindly like to ask you to check your emails and provide us with your bank details in order to proceed with the withdrawal of your remaining balance.

Thank you for your understanding.

Kind regards,

Legiano Team

What is the reason for closing my accounts?

Well, I just hope they return my money from all the casinos that closed me down, not just the one in Legiano...

Cuál es el motivo para cerrar mis cuentas?

Bueno, solo espero que me devuelvan el dinero de todos los casinos que me cerraron, no solo el de Legiano...

Dear casino representative,

please provide me with clarifications regarding the closure at martin.l@casino.guru

Dear All,

They have to pay me the money that is in all the casinos that were closed down related to the case, not just the one in Legiano.

Casinos

spinanga, casinia, onlyspin, rabona, legiano, bankonbet, librabet, alfcasino, bassbet, caddola, sgcasino, spinit, allyspin.

My bank account details have already been delivered via email.

Estimados,

Me tienen que pagar el dinero que hay en todos los casinos que me cerraron relacionados con el caso, no solo el de Legiano.

Casinos

spinanga, casinia, onlyspin, rabona, legiano, bankonbet, librabet, alfcasino, bassbet, caddola, sgcasino, spinit, allyspin.

Los datos de mi cuenta bancaria ya fueron entregados via mail.

Dear Martin,

we would kindly like to ask you to check your emails where we replied to your question.

Dear crixuss123,

Thank you for the provided information.

Please be informed that we initiated the withdrawal of your remaining balance and expect the finalization in the nearest time.

Please note that you are currently in contact with the Legiano Casino. In case you have further complaints about other accounts that you have, we recommend contacting the relevant department of the casino in question.

Thank you for your understanding.

Kind regards,

Legiano Team

Dear Legiano,

The staff at the other casinos is the same; I have to wait three months at each casino without receiving a clear and objective answer as to why they decided to close my account?

After 3 months I only have more questions than answers...

Can I continue playing at the other casinos that didn't close my account?

Can I use the same strategy I was using?

Why were my accounts closed?

Estimado Legiano,

El personal de los otros casinos es el mismo, tengo que esperar 3 meses por cada casino, sin que me den una respuesta clara y objetiva del porque tomaron la decisión de cerrar mi cuenta?

Después de 3 meses solo tengo más dudas que respuestas...

Puedo seguir jugando en los otros casinos que no me cerraron la cuenta?

Puedo usar la misma estrategia que estaba utilizando?

Porque cerraron mis cuentas?

Dear casino representative,

thank you for your response and cooperation. We will be awaiting the confirmation of payout.

Dear crixuss123,

I am afraid your account will be permanently closed at Legiano, after you withdraw your funds. Please note we are unable to challenge this decision - as long as the casino is willing to payout all of your funds.

Currently, this response only concerns Legiano, but I personally suspect the outcome will be the same in all the other casinos.

But I can't create another ticket for each casino and wait another 3 months...

If when they closed my account, they closed it at all the casinos involved, why can't they transfer my funds from all the casinos now, if the staff working at all the casinos involved is the same?

Pero no puedo crear otro ticket por cada casino y esperar otros 3 meses...

Si cuando me cerraron mi cuenta, la cerraron en todos los casinos involucrados, porque ahora no pueden transferirme lo que hay en todos los casinos, si el personal que trabaja es el mismo en todos los casinos involucrados...

Dear scoundrels,

I still haven't received a single dollar of the $500 that was stolen from me... Please send the money as soon as possible.

Estimados sinvergüenzas,

Aún no recibo ningún dólar de los 500 dólares que me robaron... Favor enviar el dinero a la brevedad

Dear Martin,

Why do these casinos have such a good reputation? There are thousands of complaints about these casinos, and you mark them as resolved... I'm not satisfied with just getting my money back from one casino... The guy who's responsible for Legiano is the same person who's responsible for all the other casinos, and you give him a good reputation? I mean, it's been three months, and you think trying to pay $45 is okay? Well, no, it's terrible...

I still don't know what the heck I did wrong that led to my accounts being closed....

Just because I won, are they closing my accounts?

Estimado Martin,

Porque estos casinos tienen tan buena reputación?, hay miles de denuncias de estos casinos y ustedes las marcan como resueltas.... Yo no me conformo con que me devuelvan solo el dinero de un casino... El tipo que responde por Legiano es la misma persona que responde por todos los otros casinos y ustedes le dan buena reputación, o sea ya van 3 meses y crees que con intentar pagar 45 dólares está bien? Pues no, está pésimo....

Aún nose que #$$##$ fue lo que hice mal que llevo al cierre de mis cuentas....

Solo porque gané, me cierran mis cuentas?

Dear crixuss123,

We would kindly like to apologize for the delay of your payment.

Please be informed that we send you an email requesting your crypto wallet in order to proceed with the transaction.

Kind regards,

Legiano Team

Dear parties,

thank you for your continued cooperation. Please keep us updated on the status of the player's funds.

Dear crixuss123,

in case you want to find our more about the methodology behind the safety index, please look at this link

Dear Martin,

You are the arbiter here, since they don't give me an explanation for the closure of my account, you should ask them to return all the money from all the casinos.

I have already contacted each of the other casinos, and their decision is not to release the money that is in my account, money that I legally deposited and won.

Please contact the other representatives of the other casinos (which I assume is the same person from Legiano), and demand the return of my money...

This takes an excessively long time, and it wouldn't be right to generate a ticket for each casino to further delay the decision made.

Estimado Martin,

Tu eres el árbitro aquí, ya que no me dan explicación del cierre de mi cuenta, deberías pedir que me devuelvan todo el dinero de todos los casinos.

Ya me contacte con cada uno de los demás casinos, y la desicion de ellos es no pasarme el dinero que hay dentro, dinero del cual yo deposite y gane legalmente.

Por favor contacta con los demás representantes de los otros casinos ( que supongo que es la misma persona de Legiano), y exige la entrega de mi dinero...

Esto lleva un tiempo extremadamente excesivo, y no sería correcto generar un ticket por cada casino para retrasar aún más la desicion tomada.

Dear crixuss123,

I understand your point of view and I'll see what I can do. However, even sister casinos are not all operated by the same people - casino representative has explicitly told me, that they are only able to deal with your account on Legiano.

Dear Martin,

If you can contact the other casinos, I would appreciate it.

Thank you in advance.

Estimado Martin,

Si puedes comunicarte con los otros casinos te lo agradecería.

De antemano gracias.

Dear crixuss123,

Thank you for your patience and the provided details.

Please be informed that your remaining balance on your legiano account has been forwarded for payment and we expect the finalization in the nearest time.

Thank you for your understanding.

Kind regards,

Legiano Team

They haven't sent anything yet; crypto transactions are instant.

No han enviado nada aún, las operaciones por crypto son instantáneas

Just pay me already, stop wasting time and making paperwork.

Ya paguenme luego, paren de tramitar y de hacer tiempo

Legiano has already paid, the other casinos are still pending....

Ya pagó legiano, faltan los otros casinos....

Dear crixuss123,

I am glad to hear that your issue with this casino has been resolved. As for the other casinos, I am currently waiting for a response from one of the casino representatives, I will keep you updated on the situation via email.

In the meantime, I'll go ahead and mark this complaint as 'resolved' in our system. While I understand you expressed your wish to solve your issue in all casinos inside this complaint, we are unable to do this, as it seems the decision making might not be unified across the whole group.

We appreciate your cooperation and confirmation. As I said, I will keep you updated on the process and advise you on the next steps.

Best regards

Martin

Casino.Guru