The player from Italy had issues with his account after it was reopened without his consent following a closure due to compulsive gambling. After the account was reopened, he lost deposits and sought to have his deposited funds returned due to the circumstances. We found no supporting evidence that the account had been previously closed for self-exclusion in 2025, and the casino had not been informed about his gambling problems at the time of the initial closure request. The account was permanently closed within a reasonable timeframe after the player expressed gambling issues in April 2026. Consequently, the casino could not be held responsible for deposits made during the request-processing period, and the complaint was rejected as unjustified.
Legiano Casino - Player's account is closed with missing funds.
Unjustified complaint
Amount: €24
Legiano Casino
Safety Index 8.6 HighCase summary
Translation
Same exact thing happened with powbet, I'm waiting for the case to be reopened.
I opened my profile, but then closed it for compulsive gambling. They reopened it at the same time as Powbet. I don't know if they're affiliates because everything was done at the same time, without consent. I filed a complaint with Powbet and they refunded my money, while Legiano resolved the matter by sending me my money back after Powbet accepted the complaint. Now, the same thing happens. Despite everything, they reopened both my profiles. I played because I'm a compulsive gambling addict. They closed my profile again and disappeared with the money. I want my deposited money back, and, like Powbet, compensation for my sanity of €400.
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Dear david19988,
Thank you for submitting your complaint. I’m sorry to hear about your experience with Legiano and Powbet Casino. Since this case concerns Legiano, we will focus exclusively on resolving the issues related to Legiano Casino to ensure a clear and structured investigation.
To better understand your situation, please provide the following dates:
• When you first requested the account closure
• When your account was closed
• When your account was reopened
• When you made your first deposit after the account was reopened, specify the amount of the deposit
Please also forward the original closure request you sent to Legiano Casino, along with their response. You can send these documents to jean.s@casino.guru.
Additionally, please clarify how you discovered that your account had been reopened.
Your cooperation will help us assess the situation accurately and move the case forward.
Thank you in advance.
Best regards,
Jean
TranslationI found out because I received an email in my spam folder with a bonus to play with, and it let me back in without any problems. The first closure and the first request were made in the same case as with Powbet. On the very same days. In fact, I'm waiting for the Powbet case to be reopened because they did exactly the same thing. I don't remember the exact amount; I think it was €24, because luckily I managed to request it without gambling too much. I resubmitted the request on April 3rd, and it was closed again on April 8th, once again permanently. But I'm fed up with the fact that every year they reopen it for me despite my gambling addiction. That's why I also want money for my mental health.
TranslationAnd most of them don't even respond to emails. I told them this, but they haven't paid attention to me in over a month.
Going forward, please only give out details regarding Legiano Casino, not Powbet Casino, to avoid confusion.
From what I understand from your last message, you resubmitted an account closure request to Legiano Casino on April 3rd, and it was closed again on April 8th. Please forward the original closure request and any replies you received from the casino to jean.s@casino.guru.
Do I understand correctly that you only deposited approximately €24 to Legiano Casino?
When your account was closed on April 8, what was the balance at that time?
TranslationHonestly, I don't know how much I had in my account, I think it was 0 because I had gambled everything away, but I still don't understand why I closed it for gambling addiction for a second time and they gave me my money back and after a year the same story happens to me again, same thing as with powbet, but it's not normal that every year they reopen my profile even if I close it forever for gambling addiction.
Dear david19988,
Unfortunately, there is no supporting evidence of your claim that the account had previously been closed for self-exclusion in 2025. In the casino's reply on April 8, 2026, they mentioned that they were not informed about your gambling problems when you initially requested account closure. So we cannot fault the casino for reopening your account in 2026.
According to the available evidence, you expressed gambling-related issues on April 3, and the casino acknowledged your gambling problems on April 8 and permanently closed your account on the same day. Please note that, in most casinos, self-exclusion requests are handled manually by the responsible departments. This process requires some time to ensure requests are handled appropriately and with the necessary attention.
From our perspective, Legiano Casino acted promptly and closed your account within a reasonable timeframe. Therefore, the casino cannot be held responsible for the deposits you made during the request-processing period.
Regrettably, I have no choice but to reject your complaint as unjustified. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with any other casino in the future.
Best regards,
Jean
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