The player from Germany's account is blocked immediately after a €125 deposit, despite confirming with the casino's live chat that there would be no restrictions. They seek clarification on the blockage and the status of their deposit, requesting assistance in resolving the issue.
Legiano Casino - Player's account is blocked after making a deposit.
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6d 23h 5m 7s
Legiano Casino
Safety Index 8.5 HighCase summary
Discussion
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Public
20 hours 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.
Automatic translation:
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54 minutes 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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54 minutes 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
