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Withdrawal problem at Casino Legiano – €2,800 since September 10, 2025

Dear Casino Guru Team,

I would like to file a complaint against the online casino Casino Legiano.

On September 10, 2025, I requested my first withdrawal of €500 (a total of 3 withdrawals are open, €1500, the rest will follow after the pending withdrawals have been processed).

To date (September 23, 2025), I have not received any confirmation by email or any feedback regarding the processing status.

Support is only available via chat. Every time I contact them, they just tell me there's "a lot to do" and I need to be patient.

I have not yet been given any specific information or a timeframe as to when my payout can be expected to be processed.

I find this behavior non-transparent and dubious. Since this is a significant amount, I ask for your support to achieve prompt clarification and payment.

Even a KYC was not requested after almost 2 weeks.

Deposit with bonus, via Affiliate Capital Bra

Thank you in advance for your help.

Best regards

MK

Auszahlungsproblem bei Casino Legiano – 2.800€ seit dem 10.09.2025

Sehr geehrtes Casino Guru Team,

ich möchte hiermit eine Beschwerde gegen das Online-Casino Casino Legiano einreichen.

Am 10.09.2025 habe ich meine erste Auszahlung in Höhe von 500€ beantragt (insgesamt sind 3 Auszahlungen offen 1500€, rest folgt nach Bearbeitung der ausstehenden Auszahlungen)

Bis heute (23.09.2025) habe ich weder eine Bestätigung per E-Mail noch eine Rückmeldung bezüglich des Bearbeitungsstands erhalten.

Der Support ist lediglich über den Chat erreichbar. Dort wird mir jedes Mal nur mitgeteilt, dass „viel zu tun" sei und ich Geduld haben müsse.

Eine konkrete Auskunft oder ein Zeitrahmen, wann mit der Bearbeitung meiner Auszahlung zu rechnen ist, wurde mir bisher nicht genannt.

Ich empfinde dieses Verhalten als intransparent und unseriös. Da es sich um einen erheblichen Betrag handelt, bitte ich um Ihre Unterstützung, um eine zeitnahe Klärung und Auszahlung zu erreichen.

Auch eine KYC wurde nach fast 2 Wochen nicht angefordert.

Einzahlung mit Bonus, über Affiliat Capital Bra

Vielen Dank im Voraus für Ihre Hilfe.

Mit freundlichen Grüßen

MK

Dear player,

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 the 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

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 player,

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.

Unfortunately, nothing has happened. I was neither asked to complete KYC, nor did I receive any other email for verification. The status of my withdrawals hasn't changed either. I politely asked support again, but now they're suddenly saying there are technical problems, which is why the withdrawal is delayed.

Leider nein, es hat sich nichts getan. Ich wurde weder zum KYC aufgefordert noch habe ich eine sonstige Mail zur Verifizierung erhalten. Der Status der Auszahlungen hat sich ebenfalls nicht geändert. Ich habe noch einmal freundlich beim Support nachgefragt, aber nun heißt es auf einmal, es gebe technische Probleme, weswegen sich die Auszahlung verzögert.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Have you contacted the casino regarding the verification?

Could you please specify the bonus you used?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Good day Dominika,

Thank you for your feedback.

Yes, this would be my first withdrawal from this casino.

I also specifically asked about verification after the first five days of processing, and was told that this would all be handled by the casino's finance department. I never received a response, even after repeated inquiries!

I am happy to send the chat transcripts by email.

However, I only have these as screenshots, as they were never sent by email, not even after clicking the corresponding function several times.

I have also sent you the bonus terms and conditions by email.

Best regards

Guten Tag Dominika, 

vielen Dank für die Rückmeldung.

Ja, das wäre meine erste Auszahlung bei diesem Casino.

Ich habe auch nach den ersten fünf Bearbeitungstagen extra wegen einer Verifizierung nachgefragt, und man teilte mir mit, dass dies alles über die Finanzabteilung des Casinos abgewickelt wird. Hier habe ich nie eine Rückmeldung bekommen, auch nicht nach mehrfacher Nachfrage!

Gerne schicke ich die Chatverläufe per Mail. 

Diese habe ich jedoch nur als Screenshots, da sie nie per E-Mail gesendet wurden, auch nicht nach mehrmaligem anklicken der entsprechenden Funktion.

Die Bonusbedingungen habe ich Ihnen auch per Mail geschickt.

Mit freundlichen Grüßen

Dear player, have you received the money?

Unfortunately not, I hadn't had any contact with support up until then.

Leider nein, hatte auch bis dahin auch kein kontakt zum Support gehabt.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

I have to thank you 🙂

Ich habe zu danken 🙂

Dear Maurice234,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Legiano Casino to join this conversation and assist in addressing the complaint.

Dear Legiano Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear Maurice234,

We sincerely apologize for the longer-than-usual processing time and for any inconvenience caused by the withdrawals delay.

Your withdrawals request have been forwarded to the appropriate department, which will process the payment at the earliest opportunity.

Thank you for your patience and understanding.

Kind Regards,

Legiano Casino team

Dear Legiano Casino,

Thank you for your response.

Kindly keep us informed and notify us once the payment has been processed.

We appreciate your attention to this matter and look forward to your update.

Good day,

So the payouts went into my account today, but I would like to keep the ticket once the rest has been paid out.

Guten tag,

also die Auszahlungen sind heute aufm ein Konto eingegangen, aber würde gerne das Ticket weiter bestehen lassen wenn der Rest auch ausgezahlt wurde.

Dear Maurice234,

I hope you are well.

Were you able to request the additional withdrawals? How much have you withdrawn so far, and what is the remaining balance in your casino account?

I look forward to your response.

Dear Maurice234,

Thank you for the update. Please continue to keep us informed as the remaining withdrawals and transfers are processed.

I look forward to your next update.

Dear Maurice 234,

We are pleased to inform you that all your withdrawals request have been successfully completed.

The funds may take 3 to 5 working days to appear in your account, depending on the payment method used and your bank’s processing times.

Should you have any further questions, please feel free to contact us.

Best Regards,

Legiano Casino Team

Dear Legiano Casino,

Thank you for your response and for your continued cooperation. We appreciate your assistance.

Dear Maurice234,

I hope this message finds you well.

Could you kindly confirm receipt of the funds and confirm that there are no pending withdrawal requests remaining in your casino account?

I look forward to your response.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Maurice234,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Stefan