Legiano Casino - A verificação de retirada do jogador está atrasada.

Good day, I won 14,000 euros at the Legiano Casino on March 7th 2025. I then saw that I can withdraw a maximum of 500 euros a day. So far so good. I did this and it worked until I reached a balance of 7,500 euros. Then I was asked to verify myself. I did all of that. I was asked to send in my ID card, front and back, then I was asked to send in my transaction history with the method I used to deposit (Paysafecard) from February 6th 2025 to March 6th 2025. I did this. Then a selfie of myself and the website in the background. I did this too. Finally, proof of address, which I did too. Now all of a sudden I log into my account and see that I still have to send in something for verification. It's a shame that Legiano doesn't tell me what this is, see attachment??? I contacted live support, and they didn't know what I should send in either. They just told me I'd get an email from the department responsible for this, but I didn't get it, and yes, the email is the right one, because I constantly get bonus codes, etc., etc. by email...

I ask for help

Guten tag, ich hatte am 7.03.2025, 14000 Euro im Legiano Casino gewonnen, Habe dann gesehen das ich Täglich Maximal 500 euro Auszahlen kann, soweit so gut, ich habe dies getan und es klappte auch bis ich bei 7500 Euro noch bestehender Balance ankam, dann sollte ich mich Verifizieren, Das tat ich auch alles, ich sollte meinen Personal ausweis vorne und hinten einsenden, dann sollte ich meinen Transaktionsverlauf mit der Methode von der ich eingezahlt habe einsenden (Paysafecard) von 6.02.2025 bis zum 6.03.2025 dies tat ich auch, Dann ein Selfie von mir und der Seite im Hintergrund auch dies tat ich, als letzes einen Adress Proof und auch das tat ich, jetzt Aufeinmal logge ich mich in den Account ein und sehe Ich müsste noch etwas einsenden zur Verifikation, nur schade das mir Legiano nicht mitteilt was dies sein soll, siehe Anhang??? Ich habe mich an den Live support gewendet und auch diese Wissen nicht was ich einsenden solle, mir wird nur gesagt das ich von der Abteilung die dafür da ist eine Email bekommen werde, diese kriege ich aber nicht, und ja die Email ist die richtige, denn irgendwelche Bonus codes etc etc kriege ich permanent per email...

Ich bitte um hilfe

Dear oz414,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

It seems that there may have been some confusion regarding the verification process at Legiano Casino. In order to help clarify the situation and investigate further, I would appreciate it if you could provide some additional details:

1. Could you please confirm if you have received any communication from the casino regarding the missing verification documents? If so, could you forward those emails to petronela.k@casino.guru?
2. When you contacted live support, did they provide any further information about what specific document or detail is still needed for the verification process?
3. Could you provide a screenshot of your account page where it shows that you still need to submit something for verification, as well as any communication (such as live chat or email) where the casino might have mentioned the verification issue?

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Thank you in advance for your reply.

Best regards,

Petronela

Could you please confirm whether you received any notification from the casino regarding the missing verification documents? If so, could you forward these emails to the following address: ?

I haven't received an email. I've been asking live support for days, but they keep telling me I'll receive an email, but nothing happens.

When you contacted live support, did you receive any further information about which specific document or detail is still required for the verification process?

Not that either, they always say the same thing, I get an email that then never arrives, a support member even promised me that I would receive an email on the same day and again nothing happened.

Could you provide a screenshot of your account page showing that you still need to submit something for verification, as well as any communication (such as live chat or email) in which the casino may have mentioned the verification issue?

Yes, I'm attaching the screenshot here. I can't post anything on live chat because they don't tell me what I need. They just keep telling me over and over again that I'll receive it via email, FOR DAYS!!!

Könnten Sie bitte bestätigen, ob Sie vom Casino eine Mitteilung bezüglich der fehlenden Verifizierungsdokumente erhalten haben? Wenn ja, könnten Sie diese E-Mails an folgende Adresse weiterleiten: petronela.k@casino.guru ?

Ich habe keine Email erhalten. Ich frage seit Tagen im Livesupport, der mir immer wieder mitteilt ich würde eine Email erhalten aber es passiert nichts.

Haben Sie bei Ihrer Kontaktaufnahme mit dem Live-Support weitere Informationen darüber erhalten, welches konkrete Dokument oder Detail noch für den Verifizierungsprozess benötigt wird?

Auch das nicht, es wird immer dasselbe erzählt, ich werde eine Email erhalten, die dann doch wieder nicht kommt, ein support Mitglied,Versprach mir sogar das ich am selben tage eine Email erhalten werde und es passierte wieder nichts.

Könnten Sie einen Screenshot Ihrer Kontoseite bereitstellen, auf dem zu sehen ist, dass Sie zur Überprüfung noch etwas einreichen müssen, sowie jegliche Kommunikation (wie etwa Live-Chat oder E-Mail), in der das Casino das Überprüfungsproblem möglicherweise erwähnt hat?

Ja ich hänge den Screenshot hier an, Livechat kann ich nix zu posten, weil sie mir nicht sagen was ich brauche, nur immer und immer wieder das ich dass per Email erhalten, SEIT TAGEN!!!

Dear oz414,

Thank you for your response and for providing the requested information.

I understand how frustrating this situation must be for you, especially when you are not receiving clear instructions from the casino.

Before we proceed further, I would like to kindly ask you a few additional questions:

1. Have you checked your spam or junk folder to make sure no emails from the casino landed there by mistake?
2. Have there been any recent developments? For example, did you finally receive an email from the verification department, or has your account status changed?
3. Could you please confirm when was the last time you contacted the casino's live support and what exactly was their reply?

Once you provide this additional information, we will review the case and decide how we can best assist you further.

Thank you for your cooperation and patience.

Dear oz414,

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.

Dear oz414,

Thank you for contacting us.

After reviewing your current account information, it appears that your account verification has been completed, all of your withdrawal requests have been successfully completed, and there are currently no outstanding withdrawals. 

Unfortunately, the withdrawal requests dated March 9, 16, 17, 18, 2025 and April 3, 2025, were cancelled by you before they could be processed.

We hope this helps to clarify the matter.

Sincerely, 

Legiano Casino Team

Hi oz414,

Could you kindly share your thoughts on this update? Your feedback will help us determine if you agree with their assessment or if there are any additional details we should take into account.

We look forward to your response.

Dear oz414,

Unfortunately, we did not receive a response to our follow‑up questions within the extended 7‑day period. As such, and given the casino’s confirmation that your account verification is complete and that your withdrawal requests were either processed successfully or cancelled by you, we must now reject your complaint.

Thank you for your undestanding.

Best regards,

Petronela

Casino.Guru