The player from Germany, who had been struggling with severe gambling addiction, requested account closure due to ongoing temptation from the casino despite his attempts. He had lost €1800 recently and accused the casino of stalling his closure request while trying to sell him bonuses. The casino eventually blocked his account after multiple requests, but the player continued to express dissatisfaction with the handling of his self-exclusion and the casino's bonus offers. The complaint was closed by the Complaints Team due to lack of further communication from the player, with the option to reopen if he chose to resume contact.
Legiano Casino - Player's account closure request is being ignored.
Closed
Our verdict
Player stopped responding
Amount: €1,800
Legiano Casino
Safety Index 8.6 HighCase summary
Discussion
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2 months ago
Translation
Good day,
I have a big problem with this casino. I'm a severe gambling addict, and I wanted them to close my account. After several attempts, they kept trying to sell me another bonus. I didn't want it anymore; I just wanted my account closed. As long as the account is open, I'm constantly tempted to gamble. They notice this and are trying to stall me. Yesterday and today, I lost another €1800, and they're not responding to my request to close the account. This is a very disreputable company; they should take immediate action in such cases. I've been trying to close my account or at least block me from playing for days, or at least for a week or two.
I know it's my fault for gambling away so much money, but there should be an option to close the account during bouts of addiction. It's not so much the amount mentioned above that bothers me, but rather the provider's behavior and how they exploit addiction so blatantly!
Automatic translation:
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2 months ago
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.
Stay safe.
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2 months ago
Dear Has1,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:
Self-exclusion request: You can contact the Support Service Team via e-mail at support@legiano.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.
What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?
Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
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,
Attila
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2 months ago
TranslationHello,
It's the same email address. Yes, several times, but they're making fun of me by ignoring my requests and continuing to offer bonuses.
email from Legiano:
This is Manfred. I hope you're well. I just received your email.
I see that you made a deposit today. Is your request still pending?
You are important to me as a player and I would offer you a cash bonus of 100 euros if you continue to play with us.
Please let us know how we will proceed.
My answer: No, I refuse, I'm completely blocking my account.
His answer to that:
I hope you're doing well! This is Manfred from Legiano.
I just called you.
I have just activated the offered 100 euros for you.
We also have the following cash offer for you:
March 31, 2026
25% cashback up to a maximum of 2,500 euros
01.04.2026
25% cashback up to a maximum of 3,500 euros
Important;
The minimum cashback is 10 euros.
Valid for the next 48 hours only.
Ladder can be repeated several times a day until the daily limit is reached.
According to Legiano, KYC is not required for my account. I think if a large withdrawal had been requested, they would have insisted on it.
A very disreputable provider, truly sick.
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2 months ago
Dear Has1,
Thank you for your reply. Could you please forward your original self-exclusion request directly to my email? You can reach me at attila.g@casino.guru.
Thank you for your patience and cooperation.
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2 months ago
TranslationAfter many attempts, they finally blocked the account. The problem is, I gambled away a lot of money by then. I'll never see that money again.
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2 months ago
Dear Has1, thank you for your response. I would greatly appreciate it if you could provide details regarding the exact date on which the casino closed your account. Additionally, could you inform me of the total amount you deposited between your self-exclusion request and the closure of your account?
Further, could you please forward your original self-exclusion request directly to my email as well?
Thank you in advance for your response.
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1 month ago
Dear Has1,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Attila
Casino.Guru
