Legiano Casino - Il ritiro del giocatore è stato bloccato.

Good afternoon,

I want to express my annoyance and concern regarding my recent experience on the Legiano Casino platform.

First, I have a critical problem: I tried to withdraw my money and the system wouldn't allow it, without providing a clear explanation. Furthermore, I've tried contacting support without receiving a concrete response.

In addition, my account executive or VIP manager never responds, leaving me without a direct channel for support, despite my high level of activity on the platform. For this reason, I find it necessary to escalate this case through you.

Additionally, during several sessions playing "Super Card" (Blackjack), I have observed dynamics that affect my perception of transparency. In particular, at the end of certain games, the dealer lays down between 3 and 5 cards face down and waits for a signal before continuing, which raises reasonable doubts about the system's operation.

This becomes especially relevant when considering recent results where the dealer reached 21 on multiple consecutive occasions (up to 7 times), which is, at the very least, unusual from the user's experience.

I also want to put my usage level into context: I have invested more than $30,000,000 in the platform, which positions me as a high-value customer.

Given all of the above, I request:

Full review of my account

Clear explanation about the withdrawal block

Review of the functionality of the aforementioned game

A concrete solution regarding the available funds

I await a prompt response and a solution commensurate with the situation presented.

Buenas tardes,

Quiero manifestar mi molestia y preocupación respecto a mi experiencia reciente en la plataforma Legiano Casino.

En primer lugar, tengo un problema crítico: intenté retirar mi dinero y el sistema no lo permitió, sin entregar una explicación clara. Además, he intentado contactar soporte sin obtener una respuesta concreta.

A esto se suma que mi ejecutivo o gerente VIP nunca responde, lo que me deja sin canal directo de atención, a pesar de mi nivel de actividad en la plataforma. Por esta razón me veo en la necesidad de escalar este caso a través de ustedes.

Adicionalmente, durante varias sesiones en el juego "Super Card" (Black Jack), he observado dinámicas que afectan mi percepción de transparencia. En particular, al cierre de ciertas partidas el dealer dispone entre 3 y 5 cartas boca abajo y espera una indicación antes de continuar, lo que genera dudas razonables sobre el funcionamiento del sistema.

Esto se vuelve especialmente relevante al considerar resultados recientes donde el dealer alcanzó 21 en múltiples ocasiones consecutivas (hasta 7 veces), lo que resulta, al menos, inusual desde la experiencia del usuario.

Quiero también poner en contexto mi nivel de uso: he apostado más de $30.000.000 en la plataforma, lo que me posiciona como un cliente de alto valor.

Dado todo lo anterior, solicito:

Revisión completa de mi cuenta

Explicación clara sobre el bloqueo de retiro

Revisión del funcionamiento del juego mencionado

Una solución concreta respecto a los fondos disponibles

Quedo atento a una pronta respuesta y solución a la altura de la situación planteada.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What is the current real-money balance in your casino account?
• Have you made any successful withdrawals from this casino before?
• Have you completed the full KYC verification at this casino?
• When was the last time you attempted to withdraw your winnings?
• Could you please provide any evidence showing potentially unfair or irregular behavior during the blackjack session? Kindly send it to [email protected].

Regarding the unresponsive support, please note that this unfortunately falls outside our scope of investigation.

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

Veronika

Dear,

I didn't take a picture, but this practice happens all the time on this platform. It's a system designed to prevent withdrawals. Regarding the evidence, I indicated the clock face; with this information, they can easily verify what I'm saying.

Greetings.

Rodrigo

Estimada,

no le saque foto pero e día y esta practica ocurre siempre en esta plataforma, es un sistema hecho para impedir el retirar el dinero, y en relación a la evidencia indique flecha horario, con esta firnoacion perfectamente pueden llegar y corroborar lo que estoy comentando.

Saludos.

Rodrigo

Thank you for your reply.

In cases involving serious allegations—such as unfair game behavior or withdrawal restrictions—it is essential for us to have at least some form of verifiable evidence (e.g., screenshots, game history, transaction logs, or communication with the casino). Without this, we are not in a position to objectively assess the situation or challenge the casino on your behalf.

Regarding your statement about the game behavior, please note that perceived unusual outcomes (such as multiple consecutive wins by the dealer) can still occur within standard probability and do not, on their own, indicate manipulation. Similarly, without details or documentation related to the withdrawal issue (such as error messages or account status), we cannot determine the cause of the problem.

• To determine whether we are able to proceed with your case, could you please send me a screenshot of your transaction history showing your current withdrawal requests?
• Do you have any real-money balance in your account that you've been unsuccessfully trying to withdraw?

Dear RamonaPetra,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru