The player from Germany repeatedly requests permanent closure of his account due to gambling addiction, yet the casino continues to process his personal data, send marketing materials, and reactivate his account via live chat. Despite numerous closure requests and explicit demands for data deletion and communication stoppage, these requests are ignored, prompting him to seek damages for the situation.
Legiano Casino - Player’s account has been reopened despite self-exclusion requests.
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Current status
Waiting for Casino Guru to reply
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Legiano Casino
Safety Index 8.5 HighCase summary
Discussion
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1 week ago
Translation
Hello,
Despite repeated and clear requests to permanently close my player account – some explicitly due to gambling addiction – my personal data continued to be processed, marketing emails were sent, bonus offers were sent, and my account was repeatedly reopened. Particularly egregious is the fact that supposedly closed accounts could be reactivated at any time via live chat.
Below you will find the complete chronological facts, the legal assessment, and the assertion of claims for reimbursement.
Chronological facts
September 2024 – Account Closure Request + Bonus Instead of Closure: I requested that Legiano permanently close my account. Instead of a closure, I received a bonus credit of €250. Later, Legiano claimed the account was closed, even though it was still usable and could be reopened via chat.
October 2024 – renewed account closure request + renewed false statement. I again requested permanent closure without reactivation. Legiano confirmed this in writing, but later reopened the account via chat.
January 2025 – renewed request for closure. Another demand for permanent closure. No action taken.
February 6–10, 2025 – Blocking request due to gambling addiction. I explicitly requested closure due to gambling addiction. The account was nevertheless not permanently blocked.
February 2025 – Request for account closure + data deletion + communication stoppage. I requested account closure, data deletion, and a communication stoppage. This was also ignored.
February 20–27, 2025 – renewed self-exclusion due to gambling addiction. Another report filed regarding gambling addiction. No action taken.
March 2025 – further closure requests. Several more requests for permanent closure. No implementation.
Bonus offer despite supposedly closed account. Despite the alleged closure, I received a VIP offer of €200 cash + €5,000 cashback including a login request.
Legal assessment
Legiano's conduct constitutes violations of Articles 6, 17, 21, 25 and 5 of the GDPR. In particular, requests to block data were ignored, data was processed despite the lack of a legal basis, marketing materials were sent despite objections, and supposedly closed accounts were reopened via chat.
Enforcement of claims for reimbursement
I am claiming damages because the losses resulted from repeatedly ignored gambling addiction bans and unlawful data processing. The official investigation of these circumstances forms the basis of my civil claims.
Part of the evidence can be found in the appendix.
Thank you very much
Stefan Beyer
Automatic translation:
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6 days 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.
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6 days ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- When was the last time you accessed your account at this casino?
- Did you receive any response from customer support to the emails you sent in February 2025, in which you mentioned gambling addiction as the reason for your account closure request? Did you receive any confirmation that your account had been permanently closed?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Casino Guru is examining the case
Veronika is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
