Withdrawal pending for 14 days

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 >

I would like to file a complaint regarding my withdrawal on March 27, worth 450€.

Until now, there has been no progress towards my withdrawal, and they keep sending me the same messages every time I contact support.

And also, my withdrawal was blocked for no reason, and I can't withdraw my pending balance of 900€. I hope you could help me regarding this matter.

Hi,

I was a long-term customer at Legiano—also a VIP Customer.

I made a new deposit via Crypto ETH and was waiting for it to be credited to my account, but nothing happened. So I went to chat, and they told me to wait 24 hours. I was waiting 6 hours and tried to log in and check if it had arrived and then my account was blocked.

My VIP Manager informed me and told me it was a management decision, and they will refund me the money.

After 3 weeks, I still have not received anything. So I want Legiano to refund my deposit.