The player from Chile had requested the permanent closure of his Legiano Casino account multiple times, but the operator failed to execute the closure and instead offered cash bonuses. His account was reopened without consent, despite a previous self-exclusion, resulting in significant losses of approximately CLP $90,000,000. We asked him to provide the original closure/self-exclusion emails and to clarify whether he had mentioned addiction, but he did not respond to our requests or reminders. Because of this lack of response, we were unable to continue the investigation and the complaint was closed for now.
Legiano Casino - Player's account closure request is ignored.
Closed
Our verdict
Player stopped responding
Amount: $90,000,000 CLP
Legiano Casino
Safety Index 8.5 HighCase summary
Discussion
Public
Public
3 weeks ago
Translation
I requested the permanent closure of my Legiano Casino account on at least five occasions between May and August 2026 (tickets #50754195, #52934395, #55110119, and #55439281), including a previous self-exclusion. Instead of executing the closure, the operator repeatedly responded by offering me cash bonuses and withdrawal limit increases, expressly conditional upon my closure request being "withdrawn" (ticket #50812469, May 29, 2026, and again on August 25, 2026, in ticket #55439281, the same day I submitted a formal complaint invoking their Anjouan Gaming license). My account was eventually reopened without my consent after a previous self-exclusion, and I continued to receive marketing (e.g., June 24, 2026) while my closure request was still active. The platform also does not offer the option to set deposit limits. As a result of this sustained pattern, my losses amount to approximately CLP $90,000,000. I have attached a PDF dossier with the complete timeline and verbatim quotes from each email, in addition to the original emails.
Automatic translation:
Public
Public
3 weeks 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.
Public
Public
3 weeks ago
Dear nicmoanti,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
First, I’d like to clarify the difference between account closure and self-exclusion:
- Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
- Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).
Could you please forward me the original emails with the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru. Please make sure to send me the uncropped, full messages, not just screenshots or parts of your conversations. Also, please specify if you ever explicitly mentioned addiction as the reason for your request.
Thank you in advance for your cooperation.
Best regards,
Veronika
Public
Public
2 weeks ago
Dear nicmoanti,
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.
Public
Public
1 week 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,
Veronika
Casino.Guru
