Legiano Casino - O saque do jogador está bloqueado devido a atraso na verificação.

Hello, I've been waiting for verification for over a week. I've sent everything and they haven't accepted it. I want to withdraw my money, but it's blocked because they haven't verified my documents. They always tell me to be patient, which I am, but there's a limit. What can I do?

Hola llevo mas de una semna espwrando verificacion ,se lo he mandado todo y no me lo dan aceptado .quiero retirar mi dinero y me lo tienen bloqeado pir culpa de qe no me dan verificado mis documentos y siempre me contestan qe tenga paciencia ,y la tengo pero hay un limite .que puedo hacer?

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 Fanini,

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

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.

To clarify your case:

• Can you log in to your account now?
• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

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

Petra

Hello, well I sent my documentation through the application, they asked me for proof of identity and proof of address.

Everything was sent correctly, and it's putting me under review.

First it said it would take 24 hours, then 3 business days, but it's been a week and nothing.

Hola,pues envie mi documentacion desde la aplicacion ,me pidieron prueba de identidad y comprobante de domicilio.

Todo enviado correctamente ,y me pone bajo revision.

Primero ponia que tardaban 24h ,despues 3 dias habiles pero ya va una semna y nada.

Hello, when will I get an answer or solution to my problem? I've been waiting for 4 days. Thank you.

Hola ,cuando tendre una contestacion o solucion a mi problema,llevo 4 dias eaperando,gracias

Thank you for your reply and for providing the previous details, Fanini.

• Have you received any specific feedback from the casino regarding your submission?
• Could you confirm the method you used to contact the casino about your verification status?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Hi, I've sent what you asked for to Petra.

Anyway, I'm going to leave negative reviews because I've been waiting 20 days for verification without being able to withdraw my money.

They will see.

Hola he mandado lo qe me pedisteis a petra.

De todad formas voy aponer reseñas negativas ,xque llevo 20 dias esperando verificacion sib poder retirar mi dinero.

Ellos veran .

Dear Fanini,

Thank you for your reply.

• Could you please provide a screenshot of your account verification status, if possible?
• Additionally, could you share any communication or attempts to communicate that you’ve had with the casino? This may include screenshots, emails, or chat records. You can send all documents to petra.h@casino.guru or upload your screenshots directly to the thread.

Without the necessary evidence, we are unable to proceed with the case, as it is essential for our resolution process. Thank you for your understanding.

Hello, I sent the tests to the email address you provided.

Can you confirm that you received them? Thanks

Hola las pruebas las mande al correo que me habeis proporcionado .

Me puedes confirmar qe te han llegado? Gracias

I'm attaching everything here since I didn't receive it by email.

Adjubto aqui todo ya que por correo no os llego

If you want more, I can send you more.

Si quereis mas os puedo mandar mas

Dear Fanini

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 Mirka (miroslava.d@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,

Petra

Okay, thanks

Vale,gracias

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Legiano Casino representative to join this conversation.

Dear Legiano Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

On Tuesday, after waiting almost a month, they asked me again for an invoice showing my address. I sent it, for the second time. I just hope it doesn't take as long as the second time.

El martes despues de estar esperando casi un mes ,me vuelven a pedir una factura donde aparezca mi direccion,la he enviado ,xsegunda vez .Solo espwro no tarde tanto como la segunda

Hi, I still can't withdraw my money.

Hola sigo sin poder retirar mi dinero

Dear Player,

Thank you for contacting us.

We apologise for any inconvenience caused by the length of the verification process.

We are currently checking with the relevant department to clarify exactly which documents are still required from you. We will get back to you with an update shortly.

Kind regards,

Legiano Casino Team

The document was sent more than a week ago, because I've been waiting a total of one month to be able to withdraw my money.

I think it's been a long time, so please look into it as soon as possible because everything is fine.

El documento ha sido enviado hace mas de una semna ,xque llevo esperando en total un mes para poder retirar mi dinero

Creo que ya es mucho tiempo ,asique por favor mirarlo cuanto antes xque esta todo bien .

In short, how much is it, because I'm really tired of waiting.

En breve ,cuanto es ,por que de verdad estoy cansada de esperar.

Hello, I've sent the phone bill three times and it's not working. Can you tell me why? I don't understand.

Hola he mandado 3 veces la factura del telefono y no os vale ,me qwreis decir xqe .es que no lo entiendo

Hello??? Why is nobody answering me and giving me a solution? I already sent the PDF documents, it's been a month and a half and I still can't withdraw my money. This can't be happening.

Hola??? Xque nadie me contesta y mw da una solucion ,ya mande los documentos pdf ,ya va mes y medio y sigo sin podee retirar mi dinero ,esto no puede swr asi

Dear Player,

Regarding your account verification, we are still waiting for your Proof of Address (POA).

Please reply to this email with an official document (utility bill or bank statement) attached. For security and compliance reasons, this must be the original PDF file.

Please avoid sending screenshots or photos, as these cannot be accepted.

Thank you for your cooperation.

Kind regards,

Legiano Casino Team

I sent it to you by email in PDF format and you haven't replied.

Os lo he mandado por correo en pdf y no me habeis contestado

The app won't let me send it, and you told me to send it by email. I sent it, and now you're asking me for it again. I don't understand anything. How do I send it to you as a PDF here because I can't figure it out?

Desde la aplicacion no me deja enviarlo y me dijisteis qe lo enviara por correo os lo envie y me lo volveis a pedir ,esqe no entiendo nada. Aqui como os lo envio en pdf xque no soy capaz

Dear Fanini,

If I understand it correctly, that you have been able to provide the casino with the document in PDF (as downloaded from your banking software, or as received from an organization, that issued it), and it still hasn't been accepted, please forward it to miroslava.d@casino.guru for review.

It's the mobile phone bill and they won't accept it. I have nothing else to send them because everything in the apartment I'm in is in the tenant's name, and if I send them that, it won't work either. The TV and internet bill is in my husband's name. I'm desperate because I have nothing else to send besides the phone bill, and they won't accept it.

Es la factura del movil y no les vale ,esque no tengo otra cosa qe mandarlrs ,xque en el piso en el que estoy viene todo a nombre del del piso si les mando eso tampoco les va a valer y la factura de tv e internet esta a nombre de mi marido esque esty ya desesperada xque no tengo otra cosa que mandar que eso qe mande lo de la factura del telefono y no me la aceptan

That's what they're asking for, and all I have is my mobile phone bill, and they won't accept it. I really don't know what to do anymore.

eso me piden y solo tengo la factura de movil y no me la aceptan ya no se qe hacer de verdad

Dear Fanini,

One of the alternative documents is for example bank statement, or other document issued by the government.

Could you please clarify, why you are unable to provide the bank statement?

Could you please also specify, what are your sources of income?

If a bank statement is sent from the phone bill

I can also send a bank statement from the tax office.

I also have bank statements showing payments to the town hall for the start of my daughter's nursery school.

I don't know if those things are worth anything.

Si un extracto bancario mande de la factura del telefono

Tambien puedo mandar un extracto del banco de lo de hacienda

Tambien tengo extracto bancario de pagos al ayuntamiento del comezor de la guarderia de mi hija

Esas cosas no se si valen

Dear Fanini,

I think there is a slight misunderstanding. Bank statement in this context doesn't mean any general kind of invoice or document, but a specific type of document issued by your bank, in which you have an account. It shows your full transaction history on the bank account for a specific period, for example one month. Generally, it is possible to download it as PDF straight from your banking app on your phone, or on a computer on a website.

Please try to download it and notify me, when you will be able to submit it to the casino.

Should I send it to your email? Or should I load it at the casino when I get the option?

Lo envio a tu correo?o cuando me de opcion lo cargo en el casino?

I already sent it to the casino

Ya lo envie al casino

Dear Player,

Thank you for your recent document submission. After reviewing your files, we must inform you that we are unable to accept a payslip as a valid Proof of Address (POA).

To complete your verification, please provide a high-quality document in PDF format issued within the last 6 months from one of the following categories:

Household Utility Bill: (Electricity, Water, Gas, or Landline Phone/Internet).

Bank Statement: Showing your full name and current residential address.

Government-issued Correspondence: (Tax assessments, social security letters, or other official residency documents).

Please ensure the document is the original electronic PDF or a full-page scan where all four corners are visible.

Kind regards,

Legiano Casino Team

I haven't sent the payroll.

The gas bills and other expenses are in the landlady's name, not in my name.

I've uploaded a bank statement from this month because I don't have anything else.

No he mndado nomina .

Las facturas de gas y demas eatan a nimbre de la casera ,no estan a mi nombre.

Os he subido un extracto de mi banco del mes esqe otra cosa no tengo.

If you check my Legiano account verification, I've already sent you what you asked for.

Si mirais la verificacion de mi cuenta de legiano ya os he mandado lo qe pedis

I just sent a summary of the entire month of February to March, in PDF format.

I don't know what else to send? That's what you're asking for, I don't have anything else to send.

It seems like they just don't want to pay me, I'm really fed up, enough is enough, right?

Acabo de enviar un extracto de todo el mes de febreo a marzo ,en pdf .

Ya no se que mas mandar ? Esque eso ya es lo que me pedis ,no tengo mas cosas para mandar .

Parece que lo que quieren es no pagarme de verdad que estoy aburrida ya esta bien no?

Hi, I already sent you what you asked for, and I still can't withdraw my money.

Hola ya os mande lo que me hsbeis pedido ,y sigo sin poder retirar mi dinero .

I'm sorry to be such a pain, but I think waiting almost two months for verification is enough to make you angry, and rightly so. Please, I want a solution now.

I've already sent you what you asked for, I don't really know what else you want.

Siento ser tan pesada pero creo qe casi dos meses esperando una verificacion es pa ponerse enfadrse y con razon.Por favor quiero una solucion ya.

Ya os he mandado lo que me pedis ,no se we mas quereis de verdad.

Dear Legiano Casino,

Have you been able to review player's submitted bank statement? Would you be able to accept it as a proof of address?