Legends Palace Casino - Player's self-exclusion request has been ignored.

Hi all,

I was wondering if I could get some advice, please, on the offshore casino mentioned above.

Twice previously, I have emailed the VIP email address provided by live chat to request a permanent self-exclusion due to gambling issues. Neither of these requests was actioned, and I continued to receive emails from this address informing me that I had bonus money in my account. Unfortunately, I ended up going back on the site and spending money on my credit card.

I have since complained again and finally received an email from the VIP team apologizing, stating that my self-exclusion email had been overlooked. However, instead of granting the permanent self-exclusion I requested, they offered a one-month break. They have also given me additional bonus money and are no longer responding to my emails. My account still has not been shut down.

What is my best course of action in this situation, if any?

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Dear Foxtrot90, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Legends Palace Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you received any responses from the casino via email regarding your self-exclusion requests?
• If you did not receive any replies via email, have you tried reaching out to the casino through live chat or other official communication channels?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share any additional communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hi Attila,

No responses at all to any of my complaints as you can see from previous email thread, bar the one email.

I have tried to reach out to the live chat team multiple times and am advised to email the email address I have been emailing.

Yes I have passed KYC.

I have attached screenshots from it. I will also attach screenshots of two conversations with live chat.

Received another email from "Jim" today, completely ignored all my other emails though.

Thank you very much for the providing the evidence. Could you please forward proof of the deposited funds as well?

Additionally, do you currently still have access to your account?

Thank you for your patience and cooperation.

Hi Attila,

Yes, please see proof of deposited funds on both credit card and casino.

Yes I do, and still have £200 "bonus" in the account which I haven’t touched.

Hi Atilla, will I be able to get back any money deposited after my self exclusion do you think?

Another promotional email today

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, Kubo (jakub.m@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,

Attila

Thanks for your help Attila. Will this thread carry on with Kubo? Or go via email?

Another promotional email again today which is what they did to get me last time. Just for more evidence. Thanks

And another one

Dear Foxtrot90,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

As part of our standard procedure, I would normally invite a representative from Legends Palace Casino to join this conversation. However, since they have not yet registered a representative account on our platform, they are currently unable to respond directly within this thread.

Additionally, since this is the first complaint we’ve received involving Legends Palace Casino and there is no prior history of their cooperation in resolving similar cases, it’s difficult to anticipate their level of engagement. That said, I have already reached out to their team through an alternative channel, providing the details of your case along with an invitation to join our platform as a representative and I’ll keep you updated here as soon as I receive any further information.

Thank you for your understanding and patience.

Best regards,

Kubo

Hi Kubo, pleasure to meet you - thanks for the help.

just to make you aware they add different numbers after their main name in their url.

Hi Kubos, received an email just now from Milos Babic (email is iplayplatform.com)

bottom signature says Jim - Legends Palace. Not from the usual email. Another promotional email

Hi Kubo,

Just received another promotional email.

Hi Kubo, email received today from Jim.

Emails since last Thursday Kubo

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.

Dear Foxtrot90,

I have repeatedly tried to contact Legends Palace Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best Regards,

Kubo