The player from Chile has requested the permanent closure of his Legiano Casino account multiple times, but the operator fails to execute the closure and instead offers cash bonuses. His account was reopened without consent, despite a previous self-exclusion, resulting in significant losses of approximately CLP $90,000,000.
Legiano Casino - Player's account closure request is ignored.
Opened
Current status
Waiting for player to reply
6d 23h 10m 45s
Legiano Casino
Safety Index 8.5 HighCase summary
Discussion
Public
Public
13 hours 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by offering me cash bonuses and withdrawal limit increases, expressly conditional upon my closure request being "withdrawn" (ticket #50812469, May 29, 2026, and again on August 25, 2026, in ticket #55439281, the same day I submitted a formal complaint invoking their Anjouan Gaming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
49 minutes 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
49 minutes 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
