The player from Germany's account was blocked immediately after a €125 deposit, despite confirming with the casino's live chat that there would be no restrictions. They sought clarification on the blockage and the status of their deposit, requesting assistance in resolving the issue. We asked the casino to explain the suspension and the whereabouts of the €125, and the casino stated that the account was permanently closed by an administration decision under its terms and that the remaining balance had been paid out to the player’s bank account on 21.09.26. As the player did not confirm receipt of the payment or respond to further messages, we closed the complaint for now due to lack of response.
Legiano Casino - Player's account is blocked after making a deposit.
Closed
Our verdict
Player stopped responding
Amount: €125
Legiano Casino
Safety Index 8.5 HighCase summary
Discussion
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1 month ago
Translation
Account blocked immediately after deposit – €125 deposited
I registered at this casino and deposited €125.
It is particularly important that I contacted the casino's live chat before making the deposit and explicitly asked whether my account had any restrictions or whether I was banned.
I was not informed at that time that my account was blocked or restricted. Based on this information, I assumed that I could use my account normally and play with my deposit.
My account was blocked immediately after the deposit. As a result, I was unable to use the €125 I had deposited as intended.
This situation is incomprehensible to me, as I explicitly tried to clarify any potential restrictions before making the deposit. If there was already a block or restriction on my account, I would have liked to know this before depositing.
I therefore ask the casino for a clear explanation:
- Why was my account blocked immediately after making a deposit?
- Why wasn't I informed in the live chat before making the deposit that there was a block or restriction?
- What happens to my deposit of €125?
Will I be refunded the full amount I paid?
I am of course willing to complete any necessary verification. However, I would like a clear explanation as to why my account was blocked after the deposit and how my deposit will be refunded.
I request Casino Guru's assistance in resolving this case and ask them to keep the complaint open until the matter is resolved and the €125 has been fully refunded.
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1 month 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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1 month ago
Hello,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?
- Could you please clarify when exactly your account was closed?
- Did you activate any bonuses on top of your deposit?
- Do I understand correctly that you didn't complete the verification before you lost access to your casino account?
I hope we can help resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
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1 month ago
TranslationHello Kristina,
Thank you for your feedback.
My account was closed on [16.09.2026] immediately after I deposited the €125.
I did not activate a bonus. The deposit was made with my own money.
I hadn't completed any verification process at that time, nor had I been asked to do so beforehand. Before making the deposit, I even contacted live chat and explicitly asked if my account had any restrictions or was blocked. I received no such information.
My account was closed shortly after the deposit.
Thank you for your support.
Best regards
Cengizhan
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1 month ago
TranslationWhat's most important to me is this: to the best of my knowledge, my €125 are still in my blocked casino account. Since I no longer have access to my account, I can't check myself whether the money is still there or what has happened to it.
Therefore, I would like to know where my €125 are currently located and when I will receive my deposited money back.
Before making the deposit, I had also explicitly asked in the live chat whether my account had any restrictions or was blocked. I was not informed of anything of the sort.
Thank you for your support.
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1 month ago
TranslationHello Kristina,
I have now fully provided Legiano with all the requested information so that the manual payout of my €125 can be carried out.
I also request that you ask the casino to explain the exact reason for my account suspension or exclusion. To date, I have not received a comprehensible explanation as to why my account was closed.
Please ask Legiano to cooperate in clarifying the matter and to explain both the reason for the suspension and the refund of my €125.
Thank you for your support.
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1 month ago
Dear Cengiz2000,
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, Martina (martina.b@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,
Kristina
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1 month ago
Dear Cengiz2000,
My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Legiano Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino representative, could you please provide more information about this case?
Thank you in advance for providing the information.
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1 month ago
Dear Cengiz2000,
Thank you for reaching out to us.
We are sorry to hear about your frustration.
Please be informed that your account has been permanently closed as administration decision based on our terms and conditions 3.9.
Furthermore, we kindly inform you that the remaining balance of your account has been successfully paid to your bank account on the 21.09.26.
We hope this helps to clarify the case.
Kind regards,
Legiano Team
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1 month ago
Thank you Legiano Casino Team, for the update!
Dear Cengiz2000
At this point it should only be a matter of time before the payment reaches you.
I will keep this complaint opened until your confirmation regarding the money arrival.
Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.
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1 month ago
Dear Cengiz2000,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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3 weeks ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Martina
Casino.Guru
