Legiano Casino - プレイヤーの出金は、本人確認が保留中のため遅延しています。

I played a welcome offer at the casino which was non-sticky. I won €262 with my own money, after which I cancelled the bonus and put my money on withdrawal. The operator has blocked my withdrawal. I have sent the casino numerous times the documents they have requested both via email and the website, but my account cannot be verified. I have contacted Aspa, who always gives the same answer that they will notify the staff and that they will be in touch by email. However, nothing has been heard from them.

Pelasin kasinolla tervetuliaistarjouksen joka oli non-sticky. Voitin omalla rahalla 262€ jonka jälkeen peruutin bonuksen ja laitoin rahani nostoon. Operaattori on estänyt nostoni. Olen Lähettänyt kasinolle lukuisia kertoja dokumentteja mitä he ovat pyytäneet sekä sähköpostin että sivuston kautta mutta tiliäni ei saada varmennettua. Olen ottanut aspaan yhteyttä josta tulee joka kerta sama vastaus että he laittavat ilmoituksen henkilökunnalle ja että he ovat yhteydessä sähköpostitse. Kuitenkaan mitään ei ole kuulunut heistä.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

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Dear PelaajaSuomesta,

Thank you very much for submitting your complaint. I’m sorry to hear about your problems with account verification

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

• Do I understand correctly that you still have access to your account?
• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Could you please post a screenshot of your verification page in your casino account?
• Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

I hope we will be able to help you resolve this issue. Thank you in advance for your reply.

Best regards,

Jean