Legiano Casino - Player's account remains accessible despite self-exclusion request.

I requested that my account be self excluded and closed permanently due to my heavy gambling addiction. I repeatedly have to email them as the site continued to remain open and I was able to make deposits. They eventually assured me that it was a system failure error and my account was permanently closed. I have various emails and correspondence and was assured that the site is closed from access. Last week, I received an email bonus from and noticed that i was able to login into my account again and make deposits. I notified them and said my account is STILL accessible and since then I have been able to make deposits as all my emails and messages are going ignored. I need help> I know I have a problem and CANNOT have access to these sites! And this site is ignoring all requests. I have lots of email proof i can forward in an email if required

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Dear jambam85,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the Responsible Gambling policy, and I found this:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@legiano.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

Could you kindly clarify when exactly you informed the casino about your gambling addiction for the first time? Please forward this message to my email at kristina.s@casino.guru. Also, do you currently have access to your casino account?

Thank you very much for your cooperation.

Best regards,

Kristina

I have emailed you! Thank you!

Hello. Has there been any updates? My Legiano account remains open and I am able to make deposits. No one has gotten back to me even though I have repeatedly told them I have a gambling addiction and need to be self excluded immediately.

Dear jambam85,

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, Kubo (jakub.m@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

Ok thank you. I patiently await response

Dear jambam85,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Legiano Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Legiano Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account remains open despite multiple self-exclusion requests and explicit statements indicating a gambling problem?

Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Dear All,

We hope you are doing well.

We would like to sincerely apologize for any misunderstanding. Please rest assured that the account has now been officially and permanently closed as requested. Communication programs associated with the account are now also closed.

We are currently investigating the case alongside the relevant department. We want to ensure a thorough review is conducted to provide you with an accurate resolution.

We will notify you as soon as we have further updates or a final outcome. Thank you for your continued patience in the meantime.

Kind regards,

Legiano Casino Team

Hello,

has There been a update regarding my refund?

thank you

Dear Legiano Casino,

Another week has passed, so I would like to check whether there are any updates regarding your review of this case.

Have you identified the reasons why self-exclusion was not applied to the player’s account despite the player’s clear requests?

Thank you in advance for your response.

Thanks for following up. I am anxious to hear the response from Legiano Casino

Dear jambam85,

We are writing to follow up on the status of your account and ensure everything has been settled to your satisfaction.

As noted in our records, my colleague offered a refund of 1040 CAD to resolve the matter. Our system confirms that you accepted this offer, and the transaction was successfully processed on 19 June.

We appreciate your patience and cooperation throughout this process.

Best regards,

Legiano Casino Team

Yes I received the funds. But I still would like to know how the why the site told me my account was permanently closed but remained open.

thank you

Dear jambam85,

Due to a temporary technical issue during a recent system update, your account was mistakenly reopened. Please be assured that this was the result of an automated system error and not a manual action taken by our team.

Our technical department has since resolved the underlying issue. As a result, we have restored your account to its previous closed status to ensure your preferences and our account records remain accurate.

Thank you for your understanding, and we apologize for any confusion or inconvenience this may have caused.

Kind regards,

Legiano Casino Team

Dear jambam85,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best regards,

Kubo