The player from Croatia had requested a withdrawal less than two weeks prior to submitting their complaint. Their money had not been received yet. The Complaints Team had intervened and communicated with the casino regarding the delayed withdrawal. After some back and forth, the player confirmed that the withdrawal issue had been resolved, and the Complaints Team marked the complaint as 'resolved' in their system.
Igrač iz Hrvatske je zatražio povlačenje manje od dve nedelje pre podnošenja žalbe. Njihov novac još nije bio primljen. Tim za žalbe je intervenisao i komunicirao sa kazinom u vezi sa odloženim povlačenjem. Nakon nekog vremena nazad i nazad, igrač je potvrdio da je problem povlačenja rešen, a tim za žalbe je označio pritužbu kao 'rešenu' u svom sistemu.
Prema uslovima i odredbama Legiano sajta, vreme povlačenja je 3 dana. Stalno govore da je to odloženo. Bez ikakvog razloga. Imam i još jedno podizanje za 500€. Dakle, sve zajedno je 1000€.
By the Terms and Conditions of Legiano site the withdrawal time is 3 days. They keep saying that is delayed. Without any reason. I also have one more withdrawal for 500€. So all together is 1000€.
Dear 8p2hxsb27f,
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 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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Hvala na odgovoru. Pišem žalbu jer sam pročitao i recenziju o nekim potpuno istim situacijama kao što je moja, a neki ljudi nikada nisu obrađeni svoje isplate.
Thanks for the reply. I’m writing a complaint because I read some review also about some exactilly same situations like mine and some people never got their withdrawals processed.
Dear 8p2hxsb27f,
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.
Nisam dobio nikakav novac za povlačenje iz kazina. Oni samo ponavljaju da će to biti obrađeno, ali je još uvek na pregledu i moja verifikacija je obavljena pre nekoliko meseci. Dakle, to nije problem.
I haven’t received any withdrawal money from casino. They just keep saying that it will be processed, but is still under review and my verification has been done a few months ago. So that isn’t the problem.
Danas su prošle dve nedelje od kada sam zatražio povlačenje. I dalje govore da je to odloženo.
Today is has passed two weeks since I requested my withdrawals. They still keep saying that is delayed.
Hvala 8p2hksb27f za sve date informacije. Vašu žalbu ću sada proslediti koleginici Jani ( jana.k@casino.guru ) koji će vam od sada pomagati.
Želim vam puno sreće u rešavanju.
pozdrav,
Nick
Thank you 8p2hxsb27f for all the information provided. I will now forward your complaint to my colleague Jana (jana.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Poštovani 8p2hksb27f,
Moje ime je Jana i od sada ću vam pomagati u rešavanju vaše žalbe. Žao mi je što čujem da je vaše povlačenje odloženo. Kontaktiraću kazino i potrudiću se da rešim problem što je pre moguće.
Sada bih želeo da pozovem predstavnika Legiano kazina da se pridruži ovom razgovoru i učestvuje u rešavanju ove žalbe.
Dragi kazino, možete li navesti razlog zašto povlačenje igrača još nije obrađeno?
Hvala vam unapred na pružanju informacija.
Dear 8p2hxsb27f,
My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Legiano Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
dragi svi,
Hvala vam što ste se obratili!
Obaveštavamo vas da je jedno od isplata klijenta u iznosu od 500 EUR obrađeno 18. marta.
Preostalih 500 evra je zatraženo za povlačenje tek 31. marta i još uvek su u uobičajenom roku za obradu povlačenja.
Cenimo vaše strpljenje.
Srdačan pozdrav,
Legiano team
Dear all,
Thank you for reaching out!
Please be informed that one of the customer's withdrawals in the amount of 500 EUR has been processed on the 18th of March.
The remaining 500 EUR were requested for withdrawal only on March 31st and are still within the normal timeframe for withdrawal processing.
We appreciate your patience.
Best regards,
Legiano team
To povlačenje izvršeno 31. marta je izvršeno samo zato što ste otkazali prvo povlačenje 21. februara.
That withdrawal placed on 31st of March is placed just because you canceled the first one placed on 21st of Fabruary.
Poštovani 8p2hksb27f,
možete li potvrditi koji je sporni iznos za povlačenje?
Dear 8p2hxsb27f,
could you please confirm what is the disputed amount to withdraw?
500€. O tome je ova žalba. Postavljena je 21. februara. Posle više od mesec dana se otkazuje. Ponovo sam izvršio povlačenje 31. marta.
500€. That is this complaint about. It was placed on February the 21st. After more then a month is cancelled. I placed a withdrawal again on March the 31.
Poštovani 8p2hksb27f,
hvala na ažuriranju. Obaveštavajte nas o svakom razvoju događaja.
Hvala unapred na strpljenju i razumevanju.
Dear 8p2hxsb27f,
thank you for an update. Please keep us updated of any development.
Thank you in advance for your patience and understanding.
Povlačenje je završeno.
Withdrawal is completed.
Poštovani 8p2hksb27f,
Drago nam je da čujemo da je vaš problem rešen, a žalbu ćemo označiti kao „rešenu" u našem sistemu. Hvala vam na saradnji i potvrdi. Nadamo se da su predlozi i objašnjenja koja smo dali bili od pomoći u rešavanju problema. Ako naiđete na bilo kakve dalje poteškoće sa ovim ili bilo kojim drugim kazinom u budućnosti, ne ustručavajte se da kontaktirate naš centar za rešavanje žalbi. Uvek smo tu da pomognemo.
Kao što znate, mi ne naplaćujemo naše usluge, niti primamo napojnice. Međutim, ako biste mogli da odvojite trenutak da podelite svoje iskustvo sa našim uslugama na Trustpilot https ://vvv.trustpilot.com/evaluate/casino.guru , bilo bi vam veoma zahvalno. Vaša iskrena recenzija i svi predlozi za poboljšanje našeg procesa rešavanja žalbi i posredovanja bili bi od neprocenjive vrednosti. Vaše povratne informacije mogu takođe biti od pomoći drugima koji razmišljaju da nam se obrate za pomoć u vezi sa problemima vezanim za onlajn kazino.
${revievUsTrustpilot}
Hvala unapred na izdvojenom vremenu.
Srdačan pozdrav,
Jana
Casino.Guru
Dear 8p2hxsb27f,
We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.
As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Jana
Casino.Guru
dragi svi,
Drago nam je da čujemo da su sve strane zadovoljne ishodom.
Nadamo se da će nam ovo pomoći da rešimo problem.
Srdačan pozdrav,
Legiano team
Dear all,
We are glad to hear that all parties are satisfied with the outcome.
We hope this helps us reach the resolution of the matter.
Best regards,
Legiano team
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