Legiano Casino - Il prelievo del giocatore è bloccato a causa di un ritardo nella verifica.

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: [email protected] 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 [email protected] 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 ([email protected]). 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.

Good morning, I sent you the mobile phone bill with my address and it wasn't accepted. I also sent you a bill from my city hall and that didn't work either. I don't know what else to send you. Can you help me?

Why isn't the mobile and TV bill valid for you? I don't understand.

Buenos dias os he mandado la factura del movil con mi direccion y no os ha valido ,os he mandado una factura del ayuntamiento de mi ciudad y tampoco ya no se que mandaros,me podeis ayudar.

Xque la factura de molvil y tv no os vale,no lo entiendo???

It seems that what you want is not to pay, because everything is fine, I mean there are no excuses, really, this is the twrcwra time I've sent you documentation.

Paraece que lo qe qereis es no pagar ,xqe eata todo bien o sea no hay excusas de verdad que ya es la twrcwra vez que os mando documentacion .

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 [email protected] 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?

I've been getting that message for a week now. I spoke to them in the chat and they told me to send it to [email protected].

It's been a week since I sent it and you haven't given me an answer, all you say is to be patient because you're reviewing it.

But review that I have sent you a thousand documents and nothing is of any use to you, this last one has to be of any use to you because it is what you ask for.

I don't understand why you're taking so long to accept that I'm desperate from waiting so long and all this nonsense.

a mi me pone eso desde hace una semna ,hable en el chat y me dijeron q lo enviara a support@ legiano.com .

Ya ha pasado una semna qe lo mande y no me habeis dado respuesta ,solo sabeis decir qe tenga paciencia que estais en revision.

Pero revisuin de que os he mabdado mil dicumentos y nada os vale ,este ultimo os tiene qe valer xqe es lo qe pedis .

Lo qe no se xqe tardais tanto en aceptar que esty desesperada ya de tanto eaperar y tanta tonteria

I know you have 4 days to reply but it's not normal to keep me like this after two months.

Having sent everything, that's enough, right? My patience has run out.

Se que tienen 4 dias para contestar pero no es normal ,que me tengais asi despues de dos meses.

Habiendo mandado de todo,ya está bien no? Tengo la paciencia agotada ya.

I can send this every day so you can see that you tell me the same thing every day without offering any solutions. And so everyone knows you're not a decent casino because this isn't right, two months with the same messages.

Puedo mandar esti cada dia para qe veais qe todos los dias me dexis y me contais lo mismo sin dar soluciones .y que se entere todo el mundo de que no sois un casino decente xqe asi no se puede ,doa meses cin los mismos mensajes

Another day, another message.

Otro dia mas y otra vez el mismo mensajito

It seems that Legiano waits until the last day to answer. If every time we talk you don't give me a solution and on top of that I have to wait a week for the answer, I'll get it next year.

You've already told me the verification is valid, now you're saying the IP address shows up as being in Sweden. I've checked it and already sent it to you, and it shows up as being in my city at my address. What's going to be the next excuse? Enough is enough, right?

Parece que legiano agota hasta el ultimo dia para contestar ,si cada vez que hablmos no me dais solucionea y rncima tengo qe esperar una semna la contestaciin me da el año qe viene.

Ya me habeis dicho qe la verificaciin es válida ,ahora me decis qe el ip os sale en suecia yo lo he comprobado y ya os lo he mandado y sale en mi ciudad en mi direccion ,cual va aser la siguiente excusa? Ya esta bien no?

Dear Player,

To maintain the security of your account, we require clarification regarding your login history.

We have observed that your account is being accessed exclusively via IP addresses based in Sweden. Could you please explain why your activity originates from this location?

Once we have your response, we will proceed with the final review of your account. Thank you for your understanding.

Kind regards,

Legiano Casino Team

I don't intentionally use a VPN. It's possible my internet provider assigned me an IP address routed through Sweden. I can reconnect from my usual network to confirm my location.

I've attached a photo so you can see that my IP address appears in my city.

No utilizo VPN intencionalmente. Es posible que mi proveedor de internet haya asignado una IP enrutada por Suecia. Puedo conectarme nuevamente desde mi red habitual para confirmar mi ubicación.

Os adjunto foto para qe veais qe mi ip aparece en mi ciudad.

Anyway, I don't understand why you don't reply to me if I send you all this by email.

Now you're going to make me wait another week?

De todas formas no entiendo ,si todo esto os lo mando al correo por que no me contestais .

Ahora me hareis esperar otra semana mas??

Dear Legiano team,

My identity and address have been verified and approved correctly using official documentation (ID and proof of address).

Regarding your question about IP addresses, I reiterate that I do not use a VPN, proxy, or any tool to hide my location. My connection is a home connection provided by my internet service provider.

The IP address assigned to me is dynamic, and its geolocation can vary depending on the database used, which explains why it can appear in different locations (even within or outside the same region) without reflecting my actual location.

Therefore, these technical variations cannot be considered valid evidence to question my location or activity.

I request that the final review of my account and the processing of my withdrawal proceed without further delay, as I have met all the established verification requirements.

I await your confirmation

Estimado equipo de Legiano,

Mi identidad y dirección han sido verificadas y aprobadas correctamente mediante documentación oficial (DNI y prueba de domicilio).

En relación con su consulta sobre las direcciones IP, reitero que no utilizo VPN, proxy ni ninguna herramienta para ocultar mi ubicación. Mi conexión es doméstica y proporcionada por mi proveedor de internet.

La dirección IP que se me asigna es dinámica, y su geolocalización puede variar dependiendo de la base de datos utilizada, lo cual explica que pueda aparecer en distintas ubicaciones (incluso dentro o fuera de una misma región) sin que ello refleje mi ubicación real.

Por tanto, estas variaciones técnicas no pueden considerarse una evidencia válida para cuestionar mi ubicación o actividad.

Solicito que se continúe con la revisión final de mi cuenta y el procesamiento de mi retiro sin más demoras, ya que he cumplido con todos los requisitos de verificación establecidos.

Quedo a la espera de su confirmación

Dear Legiano Casino,

Could you please provide us with an update based on player's messages?

Dear Player,

Thank you for the explanation you provided. We will forward it to the relevant department for review, and we will notify you as soon as we have an update.

Kund regards,

Legiano Casino Team

Dear Legiano Casino,

We will be waiting for your update. We would greatly appreciate it if you could provide clarification at your earliest convenience.

Thank you for your attention to this matter.

We'll be waiting, thank you.

Quedamos a la espera ,gracias .

Dear Legiano team,

Thank you for your response. However, I am concerned about the lack of specific deadlines and the absence of clear progress in the review of my account.

I want to reiterate that I have fully complied with all the requested requirements:

My identity and address have been verified and approved.

I have provided a clear and truthful explanation about my internet connection and the use of a dynamic IP address.

I don't use a VPN, proxy, or any other method to hide my location.

At this point, I believe there is no justifiable basis for further delaying the processing of my withdrawal.

Given the significant outstanding amount (€30,000), I formally request:

A specific update on the status of the review.

An estimated timeframe for the completion of the process.

In case of any problem, a detailed and specific explanation, along with any additional requirements needed.

In the absence of a resolution within a reasonable timeframe, I will be forced to escalate this case to higher authorities, including dispute resolution bodies and relevant regulatory entities.

I trust that it will not be necessary to reach that point and that you will proceed with the approval of my withdrawal as soon as possible.

I await your response.

Estimado equipo de Legiano,

Gracias por su respuesta. No obstante, me preocupa la falta de plazos concretos y la ausencia de avances claros en la revisión de mi cuenta.

Quiero reiterar que he cumplido plenamente con todos los requisitos solicitados:

Mi identidad y dirección han sido verificadas y aprobadas.

He proporcionado una explicación clara y veraz sobre mi conexión a internet y el uso de una IP dinámica.

No utilizo VPN, proxy ni ningún método para ocultar mi ubicación.

En este punto, considero que no existe ninguna base justificada para seguir retrasando el procesamiento de mi retiro.

Dado el importe significativo pendiente (30.000€), les solicito formalmente:

Una actualización concreta sobre el estado de la revisión.

Un plazo estimado para la finalización del proceso.

En caso de que exista algún problema, una explicación detallada y específica, junto con cualquier requerimiento adicional necesario.

En ausencia de una resolución en un plazo razonable, me veré obligado a escalar este caso a instancias superiores, incluyendo organismos de resolución de disputas y entidades reguladoras correspondientes.

Confío en que no será necesario llegar a ese punto y que procederán con la aprobación de mi retiro a la mayor brevedad posible.

Quedo a la espera de su respuesta.