The player from Germany repeatedly requested permanent closure of his account due to gambling addiction, yet the casino continued 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 were ignored, prompting him to seek damages for the situation. We reviewed the evidence and determined that only the deposits made after the account was reopened in June 2026 were relevant, so a refund of €850 was requested and later accepted by the player. The casino processed the refund and confirmed it had been sent, after which the player confirmed receipt and marked the complaint as resolved.
Legiano Casino - Player’s account has been reopened despite self-exclusion requests.
Resolved
Our verdict
Case closed
Amount: €1,050
Legiano Casino
Safety Index 8.5 HighCase summary
Discussion
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2 months 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 B.
Edited by a Casino Guru admin
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2 months 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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2 months 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
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2 months ago
TranslationHello,
Thank you so much for taking this matter on board.
- I last accessed the account on April 10, 2026. Since April 4, 2026, I have pleaded in countless emails for the account to be closed, without allowing me to reopen it. This is due to gambling addiction.
2. I don't believe I ever received any real confirmation of the closure. Again, I pleaded and wrote countless emails from February 2024 to April 2024 demanding that they close the account due to gambling addiction. I was repeatedly put off, received no response, and was never asked for the reason. All the necessary evidence is available.
The account was then closed from April 2025 to May 2026.
On May 22, 2026, I received an email stating that I would receive a €200 cash bonus if I reopened the account. Unfortunately, I did so.
My gambling behavior should have made it clear that I have a problem and therefore wanted to close the account. Between September 2nd and September 10th, 2024, I gambled away approximately €18,000.
Therefore, on September 12, 2024, I submitted a clear declaration of intent that the account should be closed permanently, WITHOUT BEING ABLE TO REOPENE IT. Unfortunately, this was not respected.
The account was then closed on September 12, 2024, but I was able to simply reopen it as usual and again bet and lost huge amounts of money.
I therefore demand a refund of all losses incurred since September 12, 2024. All receipts and evidence are available and can be provided.
Thank you so much for your support
Stefan B.
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2 months ago
TranslationHello,
I was still able to find that
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2 months ago
TranslationLadies and Gentlemen
I also found this:
On September 12, 2024, I explicitly requested the permanent and irreversible closure of my account:
"Closing an account for life, without being able to reopen it."
The employee confirmed this action in writing:
"Your user account has now been closed."
This constituted a binding self-exclusion, which, according to established responsible gambling standards, is irrevocable – regardless of whether gambling addiction is mentioned. The decisive factors are solely the clear wording of the exclusion and your confirmation.
In my opinion, the subsequent reopening of my account therefore constitutes a clear breach of your duty to protect my data.
All transactions after September 12, 2024, were made in violation of this block and are therefore invalid.
I demand a full refund of all deposits made thereafter.
Best regards
Stefan B.
Edited by a Casino Guru admin
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2 months ago
Thank you for providing more information regarding your situation.
Could you please forward me the original account closure request from February 2025, in which you mentioned gambling addiction for the first time? Kindly send me the complete, original emails in .eml format rather than as screenshots. My email address is veronika.f@casino.guru.
Also, could you please clarify the timeline of your access to the account once again? In your previous response, you stated that your account was closed until May 2026. However, you also stated that you most recently logged into your account in April 2026.
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2 months ago
TranslationHello,
Thank you so much for your reply. I have sent an email.
Yes, I made a small mistake here. Sorry about that.
The last access or deposit was on June 8, 2026.
The account was supposed to be closed several times due to gambling addiction, but it was always able to be reopened.
Thank you very much. Stefan B.
Edited by a Casino Guru admin
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2 months ago
Thank you for your email.
To proceed with the investigation of your complaint, please forward to me all additional communications you had with Legiano Casino's customer support, including those from February 2025, when you mentioned your gambling addiction in your account closure request, as well as those from the more recent period when your account was reopened.
Please note that we need to establish whether the casino was aware of your gambling addiction and, despite this knowledge, failed to take appropriate measures to protect you as a vulnerable player.
The more comprehensive the evidence you provide, the better we will be able to assess your complaint.
Thank you for your understanding.
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2 months ago
TranslationThank you very much ,
I sent them two emails directly. I have many more...
Best regards
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1 month ago
Dear Steffdeangry
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, Matej (matej.l@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,
Veronika
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1 month ago
Hello Steffdeangry, nice to meet you!
My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.
I’d like to invite a representative of Legiano Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.
Thank you for your patience and cooperation in advance.
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1 month ago
Dear all,
Thank you for bringing this to our attention. Please let us reassure you that the account is closed and we have forwarded this matter to our relevant department. As soon as we have more information, we will update you promptly.
Kind regards,
Legiano Casino
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1 month ago
Dear all,
Thank you for your patience.
Looking back to our correspondence in late 2024, the player requested to close and reopen their account before it was closed on October 15th. The account was then reopened by technical error in January 2025. We are prepared to fully return net loss in the amount of 840.00 EUR, deposited after account was reopened in January.
We have provided a confirmation of closure on 15th October 2024 and net loss from that moment via email.
Kind regards,
Legiano Team
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1 month ago
TranslationLadies and Gentlemen
I haven't received the promised email from them yet!
I request a refund to my Revolut account. Please contact me by email if you have any questions.
Thank you
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1 month ago
Thank you for the message and evidence, dear Legiano Casino. I have responded with further recommendations, as I believe the refund's amount should be a bit different than the proposed sum. Once I receive the response, I can propose best next steps.
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1 month ago
TranslationThe account was permanently closed on September 12, 2024, and then reopened. The technical error must have already existed at that time.
The net loss is therefore €15,250.
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1 month ago
Dear Steffdeangry, are winnings included in your €15,250 net loss calculation?
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1 month ago
TranslationHello,
Deposits minus withdrawals from 12.9.2024 onwards, based on the transaction lists provided to me by Legiano.
I also did not receive an email assuring me of the account closure and refund (as promised in legiano's last post).
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1 month ago
Dear Steffdeangry, please e-mail me (matej.l@casino.guru) your cashier history provided by the casino. From the evidence I have received, the refund should be around 1,000 EUR. This is too much of a discrepancy to leave uninvestigated. Thank you.
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1 month ago
TranslationHi!
Done. I sent them the file by email! Thank you so much and best regards.
Stefan Beyer
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1 month ago
Dear Steffdeangry, thank you for the message. I have reviewed your cashier history and previously supplied message history.
Your self-exclusion requests are dated in 2025, with no messages sent in 2024 regarding gambling addiction. The only messages I have found were asking for permanent account closure with no reason stated. Those cannot be considered self-exclusion requests.
In light of this, it seems like the only deposits made in 2026 after reopening of your account were made in June, totalling 850 EUR. Unless you can send me messages from 2024 where gambling addiction has been mentioned as a reason for the account closure, I can only request a refund of the above-mentioned 850 EUR. Please let me know if you have more evidence, or if I should proceed with the refund processing. Thank you.
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1 month ago
TranslationHello,
Thank you so much for your work. I have repeatedly requested a permanent, lifetime closure (without mentioning gambling addiction).
To conclude this matter for both of us, I will accept a refund of €850.
What steps do I need to take now?
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1 month ago
I have informed the casino representative about the agreement, and inquired whether they need payment details from yourself or if they can process the refund straight away. I will let you know once I hear back.
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1 month ago
TranslationThat's kind of you. Thank you very much. The Revolut Bank details should be available from your recent deposits. Otherwise, I've already sent them to you by email.
I thank you for your support.
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1 month ago
Dear Steffdeangry,
Thank you for your patience.
Please be informed that your financial department requires additional information:
Full Name (please include all names including middle names)
Bank Account’s Owner name
IBAN/Account no.
Bank Name
Bank location (Country)
SWIFT/BIC
Once received, we will forward your request and inform you of the next steps.
Kind regards,
Legiano Team
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1 month ago
Dear player,
Thank you for providing us with the requested bank details. Kindly be informed that we have forwarded them to our financial department. As soon as we have more information, we will update you promptly.
Kind regards,
Legiano Team
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1 month ago
Dear Legiano Casino, please let us know as soon as the payment has been processed on your end. Thank you.
Dear Steffdeangry, please never upload any personal details directly to public threads like this one. While I can set up the post as private so only me, you and the casino representative can read it, the internet is full of malicious people and bots scraping sites for credentials to be used for fraudulent purposes. In the future, any personal or banking details should be sent directly to the casino support team via their official e-mail address. Thank you for your understanding and cooperation. Stay safe online.
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1 month ago
Dear all,
Thank you for your patience.
We are happy to inform you that the refund was completed and sent from our side. Please be advised that it should take 3 to 5 business days for the amount to reflect on the bank account.
Kind regards,
Legiano Casino
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1 month ago
This is great news, and thank you for the swift response, dear Legiano Casino.
Dear Steffdeangry, I will keep the complaint open for now, until you confirm reception of the refund, and whether you consider this result satisfactory. Alternatively you can press the "issue resolved" button once you receive the payment. Thank you very much!
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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Steffdeangry,
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,
Matej
