Legiano Casino - Račun igrača je suspendovan i sredstva kasne.

I play at the "Legiano" casino and about 13 other casinos belonging to the same company. I have a single account in my name at each casino. On January 16th, I requested a withdrawal of around €45 from each casino (13 in total, more than €500 approximately), and they held the withdrawal. Then they blocked my access to the casinos, canceled the withdrawals, and sent me an email asking me to complete the KYC (Know Your Customer) verification. Since I can't access my account, I sent them photos of both sides of my ID and a selfie holding it. Two weeks have passed, and I haven't received any updates, my money hasn't been returned, and I haven't received any explanation.

I only use real money, no bonuses. The game I did well on was "Bonus Crab," which is more of a skill game than a game of chance; I think that's why they closed my accounts. I didn't violate any of their Terms and Conditions with the strategy I used. Besides that game, I also play live casino games (bjège, roulette, baccarat).

I have made several previous withdrawals at these casinos, they were just delayed, but now they have blocked my access without giving any response.

Juego en casino "Legiano" y como en 13 casinos mas de la misma empresa. Tengo una sola cuenta en cada casino a mi nombre en todas. El 16 de enero solicite un retiro de alrededor de 45 euros en cada casino (13 en total,mas de 500 euros aprox) y me retuvieron el retiro, luego me bloquearon el acceso a los casinos, cancelaron los retiros y me enviaron un correo pidiéndome que completara el KYC. Como no puedo entrar a mi cuenta, les envié las fotos de mi carnet por ambos lados y una selfie sosteniendo mi carnet.... ya pasaron 2 semanas y no he recibido ninguna actualización, ni envio de mi dinero, ni ninguna explicación.

Solo utilizo dinero real sin bonos. El juego donde me iba bien es en "bonus crab" que es un juego mas de destreza que de azar, yo creo que por eso cerraron mis cuentas. No he infligido ninguno de sus TyC con la estrategia que usaba. Ademas de ese juego, juego en casino live (bj, ruleta, bacarat).

He echo varios retiros anteriores en estos casinos, solo se demoraban pero ahora me tienen bloqueado el acceso sin respuesta.

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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 better clarify your situation.

• Were the €45 winnings from the Bonus Crab accumulated across all of these casinos?
• Did you follow the same playing strategy in all casinos belonging to the same group as Legiano?
• Could you please forward the documents you submitted to the casino for verification to [email protected]?
• When was the last time you communicated with the casino’s customer support, either via live chat or email, regarding the suspension of your account?

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