Legiano Casino - Spelarnas uttag är försenade och pengarna är oanvända.

I'll try to summarize my complaint as accurately as possible. I deposited €100 with a 200% bonus, wagered it, and withdrew €500 on April 29, 2025, and each of the following two days. After several complaints and inquiries via the support chat, the first withdrawal arrived on May 15, two weeks late. The next withdrawals were delayed again and only paid out after three weeks. Of the next three withdrawals, two were canceled, and only one was paid out. I continued playing in the meantime because the withdrawals are intentionally delayed, and I even received emails asking me to continue playing.

The casino's terms and conditions state that payouts are made within 3 days: 500 per day / 7000 per month.

In the meantime, €10,000 have been lost again, which should have been paid out long ago and therefore could not have been lost at all.

I would also like to say that I had myself blocked from Legiano because of my addiction and after a few months they simply unblocked me without asking and sent me bonuses.

I find this tactic outrageous, and one could also detect a strategy behind it, deliberately delaying payouts so that the money is lost again. It's outrageous not to pay out winnings; enough money is lost anyway, and when you finally do win, the casino uses such dirty tricks. Looking at the other complaints, I'm not alone.

I do not want to accept this and demand my money back, because as described above, the money should have been in my account long ago

Kind regards

Ich versuche meine Beschwerde möglichst genau zusammenzufassen, ich habe 100€ mit einem 200% Bonus einbezahlt, hatte diesen gewagert und am 29.04.2025 und die drauf folgenden zwei Tage jeweils 500€ in die Auszahlung. Nach mehreren Beschwerden und nachfragen im Supportchat kam die erste Auszahlung dann am 15.05 mit zweiwöchiger Verspätung an, die nächsten vorgenommen Auszahlungen wurden dann wieder verzögert und erst nach 3 Wochen ausbezahlt, von den nächsten 3 Auszahlungen wurden 2 storniert und nur eine ausbezahlt. Ich hatte zwischenzeitlich weitergespielt weil die Auszahlungen absichtlich verzögert werden und mir wurden sogar Mails geschrieben mit der Aufforderung doch weiter zu spielen.

In den Casino AGBs steht, dass innerhalb von 3 Tagen ausbezahlt wird: 500 am Tag / 7000 im Monat.

Zwischenzeitlich sind 10000€ wieder verspielt die eigentlich schon lange ausbezahlt sein müssten und somit gar nicht verspielt hätten werden können.

Ich möchte auch dazu sagen das ich mich bei Legiano sperren habe lassen wegen meiner Sucht und nach ein paar Monaten haben sie mich einfach ohne Aufforderung entsperrt und mir Bonis gesendet.

Ich finde diese Taktik unverschämt und man kann auch eine Strategie dahinter entdecken die Auszahlungen absichtlich zu verzögern damit das Geld wieder verspielt wird. Es ist eine Unverschämtheit Gewinne nicht auszubezahlen es wird ja auch genug Geld verspielt und wenn man dann endlich mal gewinnt wendet das Casino so miese Tricks an. wenn ich mir die restlichen Beschwerden so ansehe bin ich da nicht alleine.

Ich möchte mir dies nicht gefallen lassen und fordere mein Geld zurück, da wie oben beschrieben, das Geld schon lange auf meinem Konto hätte sein müssen

Freundliche Grüße

Dear cg500,

Thank you very much for submitting this complaint. I'm sorry to hear about the problems you're experiencing.

Please allow me to clarify a few important points. If the funds that were not paid out on time were eventually returned to your casino account and then lost in regular gameplay, we regret to inform you that we won’t be able to help you recover those funds. We completely understand how upsetting it can be to wait for delayed payouts, especially when the terms suggest a much shorter processing time, but once the money is back in the account and used for further play, we cannot intervene to request a refund.

However, we would like to better understand the part of your complaint related to your self-exclusion at Legiano. Could you please send us:

• A copy of your original self-exclusion request,
• Any response you received from the casino at that time,
• The approximate date when you first blocked your account,
• And when it was reopened by the casino.

My email address is veronika.f@casino.guru.

Additionally, please let us know if your account is currently still open or if it has since been closed again.

Once we have this information, we’ll be able to assess whether there was a possible breach of responsible gambling obligations and advise you on the next steps.

Thank you in advance for your cooperation.

Kind regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Dear cg500,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.