The player from Germany had 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 was able to easily reactivate it through live chat, which resulted in significant losses of €1047. The complaint was resolved by the casino officially closing the account permanently and offering a refund of €1047 covering the player's net losses. The player confirmed acceptance and provided the necessary banking details for the refund processing. We marked the complaint as resolved following the player's confirmation of issue resolution.
Legiano Casino - Player's account has been reactivated after banning.
Resolved
Our verdict
Case closed
Amount: €1,047
Legiano Casino
Safety Index 8.5 HighCase summary
Discussion
Public
Public
3 weeks 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
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
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
Public
Public
3 weeks ago
TranslationHello,
I forwarded everything to you via email. There were multiple attempts to block my account, and I repeatedly requested a permanent ban due to gambling addiction. The first time, I explained that I am a gambling addict, have no control over my gambling, and want a permanent ban. A month later, the account was reopened. On the other occasions, the account was closed. After inquiring via live chat, the account was reopened, which is unacceptable.
I still have access to the account and can make deposits. The casino constantly sends me bonus offers by email, and I've also received several calls from "VIP managers" offering me bonuses when I deposit. The casino simply won't permanently block me.
Automatic translation:
Public
Public
2 weeks ago
Dear BetGG,
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, Michal (michal.v@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,
Tomas
Public
Public
1 week ago
Hello BetGG,
My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
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.
Respectfully,
Michal
Public
Public
1 week ago
Dear Player,
Thank you for contacting us.
We would like to inform you that the relevant department is currently reviewing your case.
Rest assured that we will notify you promptly once there is an update.
Kind regards,
Legiano Casino Team
Public
Public
6 days ago
Dear everyone,
Thank you for your patience.
Upon review of our correspondence regarding the reopening of the account, we have concluded that the account was reopened upon player's request.
Dear Michal,
Please be informed that we have forwarded you the chat transcript with inquiry for account reopening.
We would also like to confirm that the player's account is now closed.
Kind regards,
Legiano Team
Public
Public
6 days ago
TranslationI emailed you in January requesting a permanent account suspension due to gambling addiction and loss of control, and the account was indeed suspended. Four weeks later, I received another email advertising bonus offers. I'm not 100% sure if I requested the account to be opened myself, but I think not.
But if I write to you requesting a permanent ban due to gambling addiction and loss of control, and the account is then blocked, why can it be reactivated? In any reputable casino, you are then permanently banned.
On March 8, 2026, I had my account blocked again due to gambling addiction. It was reopened the same day after I inquired. On the same day, March 8, 2026, I requested another block. On March 9, 2026, I confirmed the block again. On March 13, 2026, I again attempted to permanently block my account due to gambling addiction and confirmed this request as well. On March 22, 2026, I again requested a permanent block, stating that I have serious gambling problems. On March 24, I confirmed the block. Upon inquiry, the account was reopened.
If I have myself permanently (PERMANENTLY) banned due to gambling addiction and loss of control, the casino is no longer allowed to open the account.
The account was only permanently blocked now with the help of Casino Guru. How is it possible to permanently block an account with you without Casino Guru? If I'm already talking about gambling addiction and loss of control, then the account should remain closed despite requests, just as it is in any other reputable casino.
Legiano Casino doesn't seem to care about player protection, and I simply cannot understand Casino Guru's rating.
Edited
Automatic translation:
Public
Public
4 days ago
Dear Player,
Please disregard the last message from us.
Thank you for your patience while we conducted a thorough review of your inquiry.
We sincerely apologize for the inconvenience you experienced. Please be assured that, per your request, your account has now been officially closed.
Following a review of your case, we are prepared to offer you a refund of 1,047 EUR, covering your net losses.
Kindly confirm your acceptance of this offer so that we may process the refund for you.
In order to proceed with the refund of your funds, we kindly ask you to provide the following details:
Full Name (please provide all names, including middle name)
Name of the owner of the bank account
IBAN
BICits germany
Bank name
Bank location (country)
Once we obtain this information, we will proceed with the payment process.
If you have any additional questions, please do not hesitate to contact us.
Kind regards,
Legiano Casino Team
Public
Public
4 days ago
Dear Legiano Casino,
Thank you for your cooperation and for your willingness to resolve this case.
Dear BetGG,
If you post your banking information here in the thread, it will be marked as "private", meaning that it will be visible only to you, to me and to the casino. The details will not be publicly visible.
Public
Public
3 days ago
Dear Player,
Thank you providing us with payment details.
Rest assured that we will notify you once payment has been processed and completed.
Thank you for your cooperation.
Kind regards,
Legiano Casino Team
Public
Public
2 days ago
TranslationHello,
I received the refund, thank you to Casino Guru for the help and thank you to Legiano Casino for the quick processing.
Automatic translation:
Public
Public
2 days ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear BetGG,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Michal
