Legiano Casino - Аккаунт игрока был закрыт без причины.

Good morning,

I wish to report an abusive closure of my player account on the Legiano casino.

On March 26, 2025, I won 4000 EUR on Legiano

I continued to play, I made a sports bet and my account currently exceeds 6300 euros.

I had forgotten with the fatigue of the frantic game, that I had placed a sports bet.

I contact the cat the next day to report a drop in the balance, suspecting my husband, but that in the end I remembered that it was I who had placed sports betting that no one had touched his account and that I was the only one to have access to his Casino account.

The casino freezes the account by putting it in « revision » for several weeks.

During the investigation I contact the Legiano support by chat and by email to signify that I was the only one to have access to his account and that by the fatigue of the intensive game, I had mistakenly contacted the support by cat to signify suspicious bets.

I explain by email and chat that these bets were made by me and that no one has access to my Legiano confidential account.

On April 16, 2025, Legiano Casino sent a message to signify an investigation and a lifting of doubt that: « The investigation revealed no hacking anomaly or suspicious activity by a third party » confirming that I have always been the only user of the account …

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Legiano message of April 16, 2025

Amélie (legionnaire)

April 16, 2025, 14:59 UTC+3

Dear Christelle,

Note that examining actions and information relating to your account has not revealed any anomaly or suspicious activity on the part of a third party.

We ask you to provide us with photos of the following verification documents:

Identity document

Payment method

Withdrawal account

Once we have received all the documents, we will check them and continue the reopening of your account.

We thank you for your collaboration.

Also, we strongly recommend that you change your password every three months for additional protection.

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The casino asks me for the identity card, CB, RIB, I send the requested documents

On April 20, 2025, I receive an email informing me:

« Please note that, following the administration’s decision, your account was closed without the possibility of reopening »

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Legiano message of April 20, 2025:

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Ryver (Legionnaire)

April 20, 2025, 11:45 p.m. UTC+3

Dear Christelle Panacci,

Thank you for contacting our customer service.

We hope you are well!

We ask you to apologize, but we are currently not having any native speaker to respond to your message. In order to answer you quickly, we will answer you in English. Thank you for your understanding and

Your patience. Please note that, following the administration’s decision, your account was closed without the possibility of reopening.

For any questions, do not hesitate to contact us by e-mail at [email protected] or by cat live.

Sincerely,

Customer service

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The Casino Legiano closes my account for no legitimate reason when in the previous message of April 16, 2025 the casino validated that the activity of my account was normal.

The balance of my Legiano account exceeds 6300 euros.

Help me please

I request that Legiano open my account and that my winnings be paid out

Very cordially,

PANACCI Christelle

Dear Christelle69,

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?
• Have you previously verified your account in the casino, or was this the first time you submitted documents for verification?
• What games did you play to accumulate your winnings in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

- Account opened for approximately 8 months

- this is the first sending of documents requested by LEGIANO

-games played:

- Mainly on slot machines + slot machines with live bonus, big win 5000 loss around 2700 euros

- 2 sports bets winning around 4000 euros

Remaining balance approximately +6300 euros.

- Deposit via FUNID 10 EUR

I no longer have access to the account for more details

- Compte ouvert depuis 8 mois environ

- c'est le premier envoi de documents demandé par LEGIANO

-jeux joués :

- Essentiellement sur machine à sous + machine a sous avec live bonus , gros gain 5000 perte environ 2700 eur

- 2 paris sportifs gain environ 4000 eur

Balance restante +6300 eur environ.

- Depot via FUNID 10 EUR

J'ai plus accès au compte pour plus de détails 

Legiano sent me this message today

Legiano m'a envoyé ce message aujourd'hui

new Legiano message

last message LEGIANO

Last message today LEGIANO

Thank you very much, Christelle69, for providing the necessary information. I will now transfer your complaint to my colleague Jozef ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Christelle69,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

Tomas and Jozef,

Thank you very much for your help !

Hello Jozef,

Have you contacted Legiano Casino?

I often play online, and this is the first time I've won anything at a casino. This money means a lot to me.

I'm very worried about this situation. I hope Legiano is a reputable casino!

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.

Hello Jozef

Can you invite LEGIANO Casino to join our messages to provide answers to m'y complaint ?

Thank you

Christelle

Today, 05/14/2025, I contacted LEGIANO again via chat,

Response from LEGIANO on 05/14/2025

Ce jour le 14/05/2025 j'ai relancé LEGIANO par chat,

Réponse de LEGIANO le 14/05/2025

Email sent on 05/14/2025

in response to Legiano:

Mail envoyé le 14/05/2025

en réponse a Legiano :

I sent you the email to your email Jozef

Je vous ai envoyé le mail à votre email Jozef

SELFIE

SELFI

my PAYSAFECARD account

deposit from my PAYSAFECARD account to FUNID

my FUNID account (documents validated on FUNID)

my personal information on FUNID

mon compte PAYSAFECARD

depot de mon compte PAYSAFECARD vers FUNID

mon compte FUNID (documents validés sur FUNID)

mes informations personnelles sur FUNID

transaction statement on FUNID

deposit €20 from MYPAYSAFECARD into my FUNID account

With transaction number

confirmation of payment of €20 from the PAYSAFECARD account to FUNID

10€ deposit of FUNID on LEGIANO

relevé d'opérations sur FUNID

dépôt 20€ de MYPAYSAFECARD sur mon compte FUNID

Avec numéro de transaction

confirmation du paiement 20€ du compte PAYSAFECARD vers FUNID

dépôt 10€ de FUNID sur LEGIANO

All these documents were sent by email to Legiano and to you Joseph with a copy of the shipment.

Tous ces documents ont été envoyés par mail a Legiano et à vous Joseph avec copie de l'envoi.

Hello, can you give the Legiano casino one more week to resolve my complaint?

LEGIANO is starting to respond to my problem and an open complaint could help resolve my issue.

.

Bonjour pouvez vous accorder une semaine de plus au casino Legiano pour résoudre ma plainte ?

LEGIANO commence à reagir à mon problème et une plainte ouverte pourrait aider à la résolution de mon problème.

.

Hello, could you give Legiano Casino another week to resolve my complaint?

LEGIANO is starting to respond to my problem, and filing a complaint could help resolve my issue.

Dear Christelle69,

We would like to inform you that we are looking into your request.

We would kindly request that you remain patient as we endeavor to complete the verification of your account as soon as possible.

Thank you in advance.

Kind Regards,

Legiano Casino Team

Hello,

Thank you very much for responding to my request.

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Dear Christelle69,

Thank you for reaching out.

We would kindly request that you upload the Paysafecard ownership in PDF form through the verification tab in your account to complete the verification.

Thank you in advance.

Kind Regards,

Legiano Casino Team

My Legiano account is blocked, which account are you talking about, LEGIANO or PAYSAFECARD?

Mon compte legiano est bloqué vous parlez de quel compte LEGIANO ou PAYSAFECARD ?

My account MYPAYSAFECARD

Your message

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We would kindly request that you upload the Paysafecard ownership in PDF form through the verification tab in your account to complete the verification.

---

Legiano you blocked my account casino Legiano ! I don't send documents by my account because you blocked.

I have a personal account PAYSAFECARD

Copy transaction 20€ for FUNID

And after

I pay 10€ to LEGIANO

Dear Christelle69,

We are sorry for the confusion.

We have already forwarded you an email, since your account is closed, please forward there your Paysafecard ownership.

Thank you in advance.

Kind Regards,

Legiano Casino Team

I just sent you the PDF with all the documents.

- selfie

- title deed of ownership of the PAYSAFECARD account in my name with my PAYSAFECARD customer number

- title ownership of the FUNID account in my name

- copy of outgoing transaction from my MYPAYSAFECARD account of €20 on FUNID.

- Copy of outgoing transaction 10€ from my FUNID account to LEGIANO.

Je viens de vous envoyer le PDF avec tous les documents.

- selfi

- titre de propriété du compte PAYSAFECARD à mon nom avec mon numéro client PAYSAFECARD

- titre propriété du compte FUNID a mon nom

- copie de transaction sortante depuis mon compte MYPAYSAFECARD de 20€ sur FUNID.

- Copie de transaction sortante 10€ depuis mon compte FUNID vers LEGIANO.

Legiano i send you by mail all document PAYSAFECARD and FUNID

With transactions number...

Hello LEGIANO,

I found the certificate of ownership for the PAYSAFECARD card, which I sent to the LEGIANO Casino

.

all documents send to LEGIANO support in PDF

Dear LEGIANO

I hope these PAYSAFECARD proof of ownership documents are the ones you requested.

Sincerely,

Ms. Christelle PANACCI

I hope you will be fully satisfied with my full cooperation and that you will restore my LEGIANO account.

I would be truly happy to give you a good rating.

Thank you.

Dear Christelle69,

We have received all the necessary documents.

As soon as the verification process is done, you will be notified.

Thank you for your patience.

Kind Regards,

Legiano Casino Team

Dear Christelle69,

Thank you for your patience.

Your account is verified and it is now open.

Best regards,

Legiano Casino Team

Thank you, Legiano. But I have two €500 collections in progress over the past two months. Can you prioritize the transfer to my account?

Dear Christelle69,

I'm very glad to see that the case is progressing and that we're getting very close to a resolution. Could you please let us know once you’ve received all the payments?

Thank you!

Dear Christelle69,

Since the account was just verified, it won't be long after your withdrawals are completed.

Once they do, you will receive a notification in your account.

Best regards,

Legiano Casino Team

Hello, I made three withdrawals: 1400€, which still haven't reached my bank account.

Do you need any other documents to validate the collection?

Dear Christelle69,

I'm so glad to see this progress! The casino team has confirmed that your account is now verified, and your withdrawals should be processed shortly.

Could you please confirm as soon as you receive them?

Yes, I am waiting for Legiano to process my collections as a priority.

Can you wait until Légiano has processed all the payments before closing my complaint?

Oui j'attends que Legiano traite mes encaissement en priorité.

Pouvez vous attendre la que Légiano procède à la totalité des encaissements pour cloturer ma plainte ?

Dear Christelle69,

Thank you for reaching out to us.

All delayed withdrawals have been completed and the money were sent from our side.

Please note that it might take 3-5 working days for the money to appear in your account according to your payment method and bank.

Currently, you have made three new withdrawals 24,25,26/05.

Withdrawal requests can take up to three working days to complete, that excludes weekends and national holidays.

Once the withdrawals are complete, you will be notified through your account.

Best regards,

Legiano Casino Team

Hello, thank you very much for the first 3 payments.

I asked GURU to kindly wait until all the money has been collected from my account.

I will report to GURU when I receive the full money.

Currently there are still 3 x 500 euros awaiting collection, I ask you LÉGIANO to kindly process my collections as a priority (I have been waiting for 2 months).

Today I did not receive the first of the three payments.

Bonjour je vous remercie bien pour les 3 premiers paiements.

J'ai demandé a GURU de bien vouloir attendre la fin des encaissements de la totalité de l' argent sur mon compte.

Je signalerai a GURU quand j'aurai reçu la totalité de l'argent.

Actuellement il y a toujours 3x 500 euros en attente d'encaissement, je vous demande LÉGIANO de bien vouloir traiter en priorité mes encaissements (ça faisait 2 mois que j'attendais).

Aujourd'hui je n ai pas reçu le 1er des 3 encaissement

Hello Legiano,

My payments are still pending, I hope you will be quick and not make me wait another 2 months.

Sincerely

Bonjour Legiano,

Mes encaissements sont toujours en attente, j'espère que vous allez être rapide et que vous n'allez pas me faire attendre 2 mois de plus.

Cordialement

Dear Christelle69,

I am extending the timer by 7 days and am awaiting your confirmation. Hopefully, it will come soon.

Thank you Jozef for extending by 7 days, giving Legiano time to honor all my winnings.

Merci Jozef de prolonger de 7 jours, le temps a Legiano d'honorer la totalité de mes gains.

Dear Christelle69,

We would kindly like to inform you that you have currently 3 pending withdrawal requests from the 25. 26. and 28.05.

Your requests will be finalized in the nearest time.

Once the withdrawals are complete, you will be notified through your account.

Best regards,

Legiano Casino Team

Hello Legiano

Thank you for your responsiveness,

When I receive all the winnings, I will report it to GURU.

Sincerely

Christelle

Bonjour Legiano

merci pour votre réactivité,

Quand j'aurais recu la totalité des gains, je le signalerai à GURU.

Cordialement

Christelle

Good morning

I have 3 x 500 euros awaiting collection. Can you prioritize the transfer?

THANKS

Bonjour

J'ai 3x500 euros en attente d'encaissement pouvez vous prioriser le virement?

Merci

Dear Christelle69,

We would kindly like to inform you that you have currently 3 pending withdrawal requests from the 29/05, 30/05 and 01.06.

Your requests are processing, and they will be completed in a timely manner.

Once the withdrawals are complete, you will be notified through your account.

Best regards,

Legiano Casino Team

Hello, I am still waiting for payment of my 3 collections of €500.

Sincerely

Christelle

GURU can you keep my complaint open until I have received all my payments?

THANKS

Bonjour j'attends toujours le paiement de mes 3 encaissement de 500€.

Cordialement

Christelle

GURU pouvez vous laisser ma plainte ouverte jusqu'à la totalité de mes encaissements ?

Merci

Dear Christelle69,

Of course, I will keep this open until everything is fully paid to ensure the matter is completely resolved. I’m extending the timer by 7 days. Please let me know once you receive the remaining payments.

Thank you Jozef!

And thanks to Legiano for taking care of me quickly now

Merci Jozef !

Et merci à Legiano de s'occuper de moi rapidement maintenant

Hello Legiano, there are 3 x €500 still awaiting payment, can you process them quickly as a priority?

Sincerely

Bonjour Legiano, il reste 3x 500€ en attente de paiement, pouvez vous les traiter rapidement en priorité ?

Cordialement

Hello, I still have to collect 3 x €500 to close my complaint.

Legiano, cash me in!

Bonjour il restea l'encaissement 3x 500€ pour clôturer ma plainte.

Legiano encaissez moi !

Dear Christelle69,

I am happy to confirm that your withdrawals up until the one requested on 01/06 have been processed, and the money have been sent from our side.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

Currently, you have 2 pending withdrawals from 03/06 and 04/06.

Those are the last withdrawal requests at the moment for your account since you have reached 0 funds.

Your requests are processing, and they will be completed in a timely manner.

Once the withdrawals are complete, you will be notified through your account.

Best regards,

Legiano Casino Team

Hello, I am pleased to inform you that my complaint is now resolved.

Thank you GURU

Thank you LEGIANO

you can close my complaint

Christelle

Bonjour, j'ai l'honneur de vous informer que ma plainte est maintenant résolue.

Merci GURU

Merci LEGIANO

vous pouvez fermer ma plainte

Christelle

Dear Christelle69,

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, Jozef