Legiano Casino - Player’s account has been closed without support.

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Dear les122,

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.

Have you tried contacting the casino via email 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 G.

Hello,

Kyc was passed, it was the live chat that they ignored were I stated that I need to be permanently self excluded due to severe addiction that they ignored, they replied and contacted me for bonuses and to deposit more through live chat but they ignored my request for account closure due to addiction for a week. It was acknowledged by them that they received my request through live chat in the documents they sent me, were I asked for all the live chat communications, because they were lying to me that I never sent them a message stating my situation. It is included in my previous message

Dear les122, thank you for your response. Could you please advise on your deposit history since your original self exclusion request? If possible, could you please send receipts of your deposits as well?

You can reach me via email at attila.g@casino.guru, or attach screenshots here.

Thank you for your patience and cooperation.

Keep the screenshots hidden,

This was provided by Legiano and is all the deposit history. They provided after 1 year after request like the live chat data. Upon all my communications with live chat they decided to ignore the one I was asking to be self excluded due to severe gambling addiction, I got no response, no guidance, just completely ignored, and they replied to all the other chats about deposit bonuses etc.

I will send both files too to your email address.

They claimed they followed all the procedures but they completely ignored my request to be self excluded, did not even provide me information nothing, and the next day they appointed me a VIP Manager and new bonuses

Dear les122,

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, Igor (igor.p@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

Dear les122,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Legiano Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Legiano Casino representative to join this conversation and participate in resolving this complaint.

Dear Legiano Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear les122,

Thank you for reaching out to us.

We would kindly like to inform you that we never received an email with your closure request.

Please note that as per our terms and conditions 3.7 every closure request has to be made officially via email.

The first email with your requested closure was received on the 07.01 where your account was immediately closed.

Based on those findings we can confirm that no delay in closure was detected and the refund must be denied with our terms and conditions 6.6.2: 6.6.2 No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

We hope this helps to clarify the case.

Kind regards,

Legiano Team

Hello,

so it’s your tactic to ignore messages like ‘please close my account due to severe gambling addiction’, not even offer guidance that an email has to be sent, reply to every message about bonuses and appoint a VIP Manager after such messages? After this message you contacted me and appointed me a VIP Manager and offered more bonuses. This is documented on the history you sent me.

If after such message you think you acted correctly by ignoring it and not even replying with guidance, offering more bonuses, emailing me to play more… congratulations, continue ignoring gambling addicts messages and giving them bonuses.

Your first story for over a year was that I never sent a message, you gaslighted me for over a year, now your new story is that you acted correctly. Go on and the next player that will send the same message ignore him and offer him bonuses and VIP Managers, you are acting very correctly

Dear les122,

When you informed live chat about your gambling problem, were your requests completely ignored, or did the casino inform you how to properly request self-exclusion?

Hello,

my request was completely ignored, the casino provided me the full chat history which has been forwarded to you and you will be able to see that. Some time later they offered bonuses through the live chat

Dear Legiano Casino,

I would like to contact you outside of this thread.

Please provide me with the email address I can use to reach out to you.

Thank you.

Dear les122,

Thank you for your reply.

We would kindly like to ask you to provide us with a screenshot of the livechat that you are referring to.

Thank you for your understanding.

Dear Igor,

Thank you for your reply.

We reached out to you via email so you are able to just respond with further questions regarding this case.

We are looking forward for your reply.

Kind regards,

Legiano Casino Team

keep the attachment hidden please.

this is the live chat history you sent me, and I have inquired multiple times over email but you just keep ignoring me. You have access to it.

Dear Legiano Casino,

The player has provided the requested screenshot.

Please take a moment to review it, and kindly update us when there are any news to share.

Dear les122,

Thank you for your reply and the provided document.

Dear Igor,

We would kindly like to ask you to check your emails where we send you additional proof regarding this case.

We are looking forward hearing from you.

Kind regards,

Legiano Team

Dear Legiano Casino,

Thank you for your email and the provided evidence.

Please note that I have replied to your email.

Before we move forward with this complaint, I would like to further clarify the situation.

Additional proof of what?

Provide the live chat documents to Casino Guru, also provide the VIP Manager emails you appointed me the next day, the calls I was getting, the deposit now bonuses, and the communication through whats up telling me to deposit more.

Dear Igor,

Thank you for your reply.

We forwarded your reply to the relevant department which will further review and will get back to you as soon as possible.

Thank you for your understanding.

Kind regards,

Legiano Team

Dear Legiano Casino,

Thank you for your response and for letting us know that my message has been forwarded to the appropriate department.

Please reply when there is any update regarding this complaint.

Dear les122,

Thank you for your patience.

As discussed with IGOR we would like to show a good will and are willing to offer you a refund of your last deposit of 40 EUR.

In case you agree we would kindly like to ask you to answer to our email which we send to you today and provide us with the requested details in order to proceed with your payment.

Kind regards,

Legiano Team

This is ridiculous, after my closure request 3,200 were spent. I want my deposits refunded after my initial request of account closure due to gambling addiction.

Dear les122,

Please note that the player must make a sufficient effort when attempting to self-exclude.

Unfortunately, you only sent a message via live chat and left immediately afterward.

In the following days, you only requested your live chat history. No self-exclusion or gambling problem was mentioned.

Additionally, according to the casino’s website, the only way to request self-exclusion is via email.

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.

Therefore, your effort to self-exclude before 7 January was not sufficient, and we consider the casino’s goodwill gesture to be an acceptable solution.

I didn’t left immediately afterwards, I waited for a reply for hours. Also, they assigned me a VIP Manager the next day and credited me different bonuses and freebets making it impossible to escape the gambling streak, as you can see in the live chats. It would have ended there if they just replied and did not take advantage of me. I kept the chat open for hours. I do not accept the 40$ dollars and let this be a warning to others about the Legiano brand, they respond to every bonus and message but if you feel like you have a problem and you need immediate help they just ignore you. Except from that, they lie and deceive you for as long as they can making you think you’re crazy for over a year. Casino operators are obligated to respond to cry’s for help, especially in such sensitive matters, and not just ignore and point at their terms. At least, it’s online for others to see that they can just ignore you and then put the blame on you.

Dear les122,

According to the casino’s evidence, you left the live chat within one minute. Please see the attached screenshot.

Additionally, as I have mentioned, the only official way to request self-exclusion at Legiano Casino is via email.

Therefore, please let us know whether you would like to proceed with the €40 refund.

I did not left immediately afterwards, that must be a technical error on their part. Also the timestamps are different from the ones they sent me. I do not accept the 40$, do whatever you want, they were able to take action, update me of their procedures or stop sending me Vip bonuses. Also, on every chat there is an automatic response always immediately, on this chat this did not happen, that’s why I’m saying it was an error or whatever from their part. I did not leave the chat, nor did I at least even receive the automatic response. It was completely ignored .

Dear les122,

Unfortunately, we do not consider your attempt to self-exclude via live chat to be sufficient.

As I mentioned before, you left the chat immediately after sending the request. On top of that, the casino does not offer self-exclusion via live chat.

I have managed to get in touch with a casino representative and suggested offering you some form of goodwill gesture.

However, since you declined this offer, there is not much more I can do for you in this case.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best Regards,

Igor