Self exclusion request was ignored and not actioned till now

I made a withdrawal of €1,000 from Legiano to my bank account. The withdrawal was processed on 22 June, and the funds have arrived at my bank, but my bank requires an official transfer confirmation from Legiano in order to release the money.

I have been asked by my bank to provide additional confirmation of the transfer details. I have contacted Legiano support and my VIP manager several times, but I still have not received the required confirmation.

At the moment, my funds are stuck between my bank and Legiano, and I am unable to access my money. I kindly ask for your assistance in helping me resolve this issue and obtain the necessary transfer confirmation from Legiano.

Dear AskGamblers Team,

I am requesting your assistance regarding an unresolved withdrawal issue with Legiano Casino.

I submitted two withdrawal requests of 150,000 HUF each (total 300,000 HUF). Despite the casino stating that withdrawals are processed within their normal timeframe, more than five days have passed, and my withdrawals remain pending.

I have contacted the casino’s live chat and customer support several times. Unfortunately, I have received nothing but generic responses asking me to “wait”, without any explanation, estimated completion date, or evidence that my withdrawals are actually being processed.

My account is fully verified, and I have complied with all KYC requirements. There are no outstanding verification requests or Terms and Conditions violations that would justify withholding my winnings.

I believe this delay is unreasonable and inconsistent with fair gaming practices. I kindly ask AskGamblers to intervene and assist in resolving this matter as soon as possible.

I am prepared to provide:

* Withdrawal IDs

* Screenshots

* Chat transcripts

* Account verification documents

* Any additional evidence required

Thank you for your assistance.

Kind regards,

<full name removed>

I am writing to file a complaint against Legiano Casino regarding a withdrawal request of 30,000.00 RSD submitted on June 22, 2026.

My casino account is fully verified (KYC completed), and I have abided by all terms and conditions. The transaction has been stuck in the "Review" status for over 10 days.

I have contacted live support multiple times, and I have also sent an escalation email. Every time, I receive only generic responses asking me to be patient due to "unexpected delays," with no clear explanation or timeframe provided.

Since my account is fully verified and the funds are clean, there is no legitimate reason for this delay.

I request the casino to process and complete my withdrawal immediately

Hello, it's been a week since I requested a withdrawal of €800 on May 30, 2026. It's still not validated despite my messages via chat and email; I haven't received any response. Thank you. I have another, more recent withdrawal; I would like the platform to process the withdrawal as stipulated in their general contact information. They also downgraded me from VIP level, claiming it's due to their algorithm. I don't think it's fair; I've made several withdrawals before and never had any problems. I don't know why they're blocking and persisting with this one. If they could just validate the two withdrawals of my winnings that I earned without any bonuses or anything, thank you.

Hello,

I am filing an official complaint against Legiano Casino for its flagrant failure to comply with its Responsible Gambling and self-exclusion policies. Despite multiple explicit requests driven by a severe gambling addiction, the casino continued to accept my deposits.

Here is the precise timeline of events, supported by the attached screenshots:

May 7, 2026 (01:56): I sent an initial official email to ⁠[email protected]⁠ requesting immediate self-exclusion, explicitly stating: "J’ai un grave problème de jeu et je dépense tout mon argent. Je veux une auto-exclusion le plus rapidement possible." (Translation: "I have a serious gambling problem and I am spending all my money. I want a self-exclusion as quickly as possible.")

May 7, 2026 (07:07): I received an automated acknowledgment from VIP Legiano (via Zendesk, ticket no. 49632197) confirming that my request was being reviewed by their support staff.

May 8, 2026 (12:58) & May 9, 2026 (12:39): Since no protective action was taken, I reiterated my demand for immediate exclusion and specifically demanded that they stop sending promotional emails.

The casino's severe breach of duty:

Instead of immediately blocking my access as required by regulations protecting vulnerable players, Legiano Casino left my account fully active, allowing me to make the following deposits long after they received my exclusion requests:

May 14, 2026: 4 consecutive deposits of $80.00 (Total: $320.00)

May 19, 2026: 5 consecutive deposits of $20.00 (Total: $100.00)

The total amount deposited after my formal self-exclusion request amounts to $420.00.

By failing to enforce an immediate block after I explicitly disclosed a gambling problem, the casino completely failed its duty of care. On May 19, 2026, I contacted ⁠[email protected]⁠ again to demand an immediate refund.

I am now requesting AskGamblers' intervention to obtain a full refund of the $420.00 unlawfully deposited due to the casino's negligence, as well as the permanent and irreversible closure of my account.

All evidence (sent emails, support acknowledgment, casino deposit history, and summary sheet) is attached to this complaint.

Sincerely,

< email sent to the casino >