The player from Germany requested a permanent account closure due to gambling addiction, but the casino allowed him to reopen it easily despite his explicit disclosure. He seeks a full refund of his deposits totaling €3,689 and wants assurance that his account will remain closed.
Legiano Casino - Player's account has been reopened despite closure request.
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Current status
Waiting for Casino Guru to reply
6d 17h 7m 55s
Legiano Casino
Safety Index 8.5 HighCase summary
Discussion
Public
Public
3 days ago
Translation
Hello,
I requested permanent account closure from Legiano Casino due to my gambling addiction. I explicitly stated that I am a gambling addict and wish for my account to be permanently closed. Furthermore, I expressly indicated that I do not want to be allowed to open a new account or reopen my existing one.
The casino initially complied with my request and closed my account. However, I was later able to easily reopen it within minutes via live chat. In my view, this contradicts fundamental player protection measures, especially since I had explicitly disclosed my gambling addiction.
For this reason, I request a full refund of my deposits amounting to €3,689 and the permanent closure of my account without any possibility of reopening.
I am attaching the relevant screenshots of the communication with the casino as proof.
Best regards
Automatic translation:
Public
Public
8 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
8 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 I can better understand the situation.
- Have you unsubscribed from the casino's marketing communication? (newsletters, ads)
- Have you asked the casino to refund you due to failed player protection? What response have you received?
- Send the casino's response to my email at tomas@casino.guru, or post screenshots here
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
