The player from Germany has a banned account due to gambling addiction, but it was reactivated a month later against their request for a permanent ban. Despite attempts to close the account again, the player can easily reactivate it through live chat, resulting in significant losses of €1047.
Legiano Casino - Player's account has been reactivated after banning.
Opened
Current status
Waiting for Casino Guru to reply
6d 7h 34m 3s
Legiano Casino
Safety Index 8.6 HighCase summary
Discussion
Public
Public
4 days ago
Translation
I had my account banned from this casino due to gambling addiction. I informed support that I was a gambling addict, requested a permanent ban, and felt I couldn't control myself. My account was subsequently closed, but a month later it was reactivated, which shouldn't have happened. I deposited more money, and since then I've repeatedly tried to have my account permanently banned due to gambling addiction. However, this isn't possible. After being banned, you contact live chat, and the account is unblocked within two minutes. Because this casino doesn't prioritize player protection, I've suffered losses of €1047, and my account remains open to this day.
Automatic translation:
Public
Public
16 hours 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
16 hours ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Legiano Casino.
Please allow me to ask you a few questions so we can better determine how to assist you.
- Is your account currently accessible to you?
- Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
- When was the last time the casino allowed you to deposit?
- Has the casino responded to your refund request already? What did the casino reply?
If your account is currently not blocked, as the next step, I recommend you contact the casino again via email at support@legiano.com, and at the same time, include me in the copy of the email at tomas@casino.guru
When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.
Example:
Email subject: Self-exclusion:
Player’s info:
First name:
Last name:
Date of birth:
Casino login:
Email address:
"Greetings Legiano Casino Support,
I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.
The reason for my decision is that I am suffering from gambling problems.
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
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,
Tomas
