Legiano Casino - Player's account has been closed.

Dear all, along with greetings, I am submitting my complaint below. For some time now, I have been unable to access my legiano.com account. When I contacted customer support via chat, they told me I should send an email to support@legiano.com to find out what documentation I needed to send to validate and reactivate my account. Today, I received an email from support@legiano.com stating that my account had been closed by administrative decision and that it would not be possible to reopen it. I have approximately $ 1,500,000 clp in that account. I am interested in Legiano at least returning my money and explaining why my account was closed.

Dear jp90,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Legiano Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Please specify when you created the account and when it got blocked.
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  

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,

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Natalia, below in bold I have indicated the answers to your questions.

Could you please advise which games you focused on - slots, live casino, sports betting, etc.?

Response: I played only in bettings sports.

Please specify when you created the account and when it got blocked.

Response: I open the account around april 1, 2025. I have proofs of that. I learned that my account was blocked on May 19, 2025. Legiano staff did not give me any kind of explanation for the closure of my account. I have proofs of that.

Did you pass the verification before you lost access to the account? 

Response: I only managed to verify my phone number and email address to open my account with Legiano. For about a month, I was able to bet on sports without any issues (I was able to deposit money into my account), despite not verifying my account by uploading photos of my ID, utility bills, etc. Legiano never sent me an email asking me to verify my account within a certain timeframe so I could continue using it and not close it. Even Legiano staff called me on my phone to offer me promotions.

Did you accumulate your winnings with or without an active bonus? 

Response: I accumulated my winning without an active bonus.

I look forward to your comments, Natalia. Thank you very much.

Thank you for your reply, jp90.

I apologize, but if you have only placed bets on sports betting and your account has been blocked, the casino may have detected activity that requires further investigation. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly, and judge this case fairly. We don't think that your complaint is unjustified; we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information, we are forced to close this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with this or any other casino, and we will try our best to help.

Regards,

Natalia