Legiano Casino - Račun igrača je zatvoren i sredstva su zadržana.

I am contacting you to request your assistance regarding an account blocking and funds withholding issue I am experiencing with Legiano Casino.

The events unfolded as follows:

I made a total deposit of €75.00 using the Play ID payment method on the Legiano platform.

After detecting gambling activity, my current real balance remaining in my account is €72.00.

Subsequently, my Play ID profile was blocked for reasons unknown. Since this is my primary login method, I was also blocked from accessing Legiano Casino, where I had logged in using Play ID. As a result, I currently have no way to access the platforms or request a withdrawal.

I contacted customer service to ask for an explanation, but was simply told that the account cannot be unlocked and that the money cannot be withdrawn.

Since the €72.00 is effectively my real money and I see no legitimate reason for it being withheld, I request your intervention so that the casino can either release my funds or manually refund the €72.00 via bank transfer or another alternative method.

Thank you in advance for any support you can provide.

Vi contatto per richiedere il vostro aiuto in merito a un problema di blocco account e trattenimento fondi che sto riscontrando con il casinò Legiano

I fatti si sono svolti nel seguente modo:

Ho effettuato un deposito totale di € 75,00 tramite il metodo di pagamento Play ID sulla piattaforma Legiano.

Dopo aver riscontrato un'attività di gioco, il mio saldo reale attuale rimasto sul conto è di € 72,00.

Successivamente, ho subito un blocco del mio profilo Play ID per motivazioni del tutto sconosciute. Essendo questo il metodo di accesso principale, mi è stato precluso l'accesso anche al casinò Legiano, sul quale avevo effettuato il login proprio tramite Play ID. Di conseguenza, al momento non ho più alcun modo di accedere alle piattaforme né di richiedere il prelievo del mio denaro.

Ho contattato il servizio clienti per chiedere spiegazioni, ma mi è stato risposto semplicemente che l'account non può essere sbloccato e che i soldi non possono essere ritirati.

Dato che la cifra di € 72,00 è a tutti gli effetti denaro reale di mia proprietà e non vedo ragioni legittime per il trattenimento, chiedo il vostro intervento affinché il casinò sblocchi i miei fondi o proceda al rimborso manuale della cifra (€ 72,00) tramite bonifico o altro metodo alternativo.

Vi ringrazio anticipatamente per il supporto che potrete fornirmi.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Legiano Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Were any documents requested from the casino to verify your identity or account?
• Could you please confirm that you deposited in the casino using a payment method that belongs to you?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the reasoning for account closure? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Thank you for your feedback and support. Below, I'll provide you with all the answers to your questions to clarify my situation:

How long have you been a player and when was your account banned?

I have been a member of the casino since approximately June 20, 2026, and my account was blocked last Saturday.

Did the casino ask for documents to verify your identity?

No, I was not asked for any ID before the block.

Was the deposit made using a payment method registered in your name?

Yes, I confirm that the deposit via Play ID was made using a payment method fully registered in my name.

What games did you play to accumulate your current balance?

I played exclusively slot machines.

Did you reach your current balance thanks to a bonus?

No, I didn't reach my balance through bonuses. I played, and my current balance of €72.00 is entirely real money.

Communications with the casino regarding the reasons for the closure:

The casino simply sent me a standard email citing Articles 9.1 and 9.4 of their Terms and Conditions (general suspicions of fraud or collusion), but without providing any evidence or specific reason. I am a regular player and have not violated any rules.

a ringrazio per il riscontro e per il supporto che mi state offrendo. Di seguito Le fornisco tutte le risposte alle sue domande per fare chiarezza sulla mia situazione:

 Da quanto tempo è un giocatore e quando è stato bloccato l'account?

Sono iscritto al casinò orientativamente dal 20 giugno 2026 e il mio account è stato bloccato sabato scorso.

 Il casinò ha richiesto documenti per verificare l'identità?

No, non mi è stato richiesto alcun documento d'identità prima del blocco.

 Il deposito è stato effettuato con un metodo di pagamento a Lei intestato?

Sì, confermo che il deposito tramite Play ID è stato eseguito utilizzando un metodo di pagamento interamente intestato a mio nome.

 A quali giochi ha giocato per accumulare il saldo attuale?

Ho giocato esclusivamente alle slot machine.

 Ha raggiunto il saldo attuale grazie a un bonus?

No, non ho raggiunto il saldo tramite i bonus. Ho giocato e il mio saldo attuale di € 72,00 è composto interamente da denaro reale.

 Comunicazioni con il casinò in merito alle motivazioni della chiusura:

Il casinò si è limitato a inviarmi un'email standard citando gli articoli 9.1 e 9.4 dei loro Termini e Condizioni (sospetti generici di frode o collusione), senza però fornirmi alcuna prova o motivazione specifica. Io sono un giocatore regolare e non ho violato alcuna regola.

Thank you for your feedback and support. Below, I'll provide you with all the answers to your questions to clarify my situation:

How long have you been a player and when was your account banned?

I have been a member of the casino since approximately June 20, 2026, and my account was blocked last Saturday.

Did the casino ask for documents to verify your identity?

No, I was not asked for any ID before the block.

Was the deposit made using a payment method registered in your name?

Yes, I confirm that the deposit via Play ID was made using a payment method fully registered in my name.

What games did you play to accumulate your current balance?

I played exclusively slot machines.

Did you reach your current balance thanks to a bonus?

No, I didn't reach my balance through bonuses. I played, and my current balance of €72.00 is entirely real money.

Communications with the casino regarding the reasons for the closure:

The casino simply sent me a standard email citing Articles 9.1 and 9.4 of their Terms and Conditions (general suspicions of fraud or collusion), but without providing any evidence or specific reason. I am a regular player and have not violated any rules.

a ringrazio per il riscontro e per il supporto che mi state offrendo. Di seguito Le fornisco tutte le risposte alle sue domande per fare chiarezza sulla mia situazione:

 Da quanto tempo è un giocatore e quando è stato bloccato l'account?

Sono iscritto al casinò orientativamente dal 20 giugno 2026 e il mio account è stato bloccato sabato scorso.

 Il casinò ha richiesto documenti per verificare l'identità?

No, non mi è stato richiesto alcun documento d'identità prima del blocco.

 Il deposito è stato effettuato con un metodo di pagamento a Lei intestato?

Sì, confermo che il deposito tramite Play ID è stato eseguito utilizzando un metodo di pagamento interamente intestato a mio nome.

 A quali giochi ha giocato per accumulare il saldo attuale?

Ho giocato esclusivamente alle slot machine.

 Ha raggiunto il saldo attuale grazie a un bonus?

No, non ho raggiunto il saldo tramite i bonus. Ho giocato e il mio saldo attuale di € 72,00 è composto interamente da denaro reale.

 Comunicazioni con il casinò in merito alle motivazioni della chiusura:

Il casinò si è limitato a inviarmi un'email standard citando gli articoli 9.1 e 9.4 dei loro Termini e Condizioni (sospetti generici di frode o collusione), senza però fornirmi alcuna prova o motivazione specifica. Io sono un giocatore regolare e non ho violato alcuna regola.

Dear Garo2003,

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, Martina (martina.b@casino.guru). 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,

Tomas

Dear Garo2003,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. 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 representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Dear Garo2003,

Thank you for reaching out to us.

We are sorry to hear about your frustration.

Please be informed that your case is currently under review and we will contact you as soon as possible with further information.

We thank you for your patience and understanding.

Kind regards,

Legiano Team

Dear Garo2003,

Thank you for your patience.

We would kindly ask you to check your emails where we asked for your details in order to proceed with the withdrawal of the remaining balance of your account.

Thank you for your understanding.

Kind regards,

Legiano Team

Dear Legiano Casino Team,

thank you for the update.

Dear Garo2003,

please keep us informed about the process.

Thank you

Thank you Garo2003.

Please Legiano Casino Team, let us know when you send the money.

Thank you very much!

Dear Garo2003,

Thank you for your patience.

We are happy to inform you that your withdrawal has been successfully complete.

We thank you for your cooperation.

Kind regards,

Legiano Team

Thank you Legiano Casino Team, do the good news!

Dear Garo2003

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Dear Garo2003,

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'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Garo2003,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina