The player from Germany faced issues with Legiano Casino, where their account remained open despite multiple requests for closure due to concerns about gambling addiction. They sought a refund of deposits made after the initial closure request and raised concerns about the casino's lack of licensing and player protection measures. The issue was resolved as the player confirmed that their account had been closed following their latest requests, leading to the complaint being marked as resolved.
Legiano Casino - Player's account remains open despite closure request.
Resolved
Our verdict
Case closed
Amount: €1,850
Legiano Casino
Safety Index 8.5 HighCase summary
Discussion
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9 months ago
Translation
Hello,
On August 21, 2025, I made the foolish decision to register at Legiano Casino and immediately made real money deposits. To be honest, I wasn't aware (until yesterday) that, as a German citizen residing outside of Schleswig-Holstein, using the casino was prohibited in Germany due to a lack of a license.
After making several deposits on the portal in question (without any significant winnings), I realized that I was acting out of control and saw the danger of developing a gambling addiction. Therefore, on August 31, 2025, I decided to contact support and request that my account be closed immediately. Upon requesting this via live chat, I was referred to the contact email address, which I subsequently received an email to that effect the same day.
To date, no one has responded to my request for closure; instead, I was motivated to continue with bonus emails and SMS offers. During the test the next day, I was able to log in as usual. Once logged in, I was hooked again and started depositing again. Once again, I found myself losing control (approximately another €2,000) without any winnings. Instead of fulfilling my wish, I was
To counteract this issue in the long term, I decided to request another account closure, clearly stating that I see a risk of developing a gambling addiction and that I don't want to let it continue unchecked. Furthermore, I made it clear that the player protection and conscious gaming practices advertised on the website are being ignored, and I demanded a refund of the payments from September 1, 2025, up to the email address due to violations of player protection measures.
As expected, this email hasn't been answered yet. When I asked in the live chat what the problem was, I was referred to a supposed VIP manager. I also sent another email to the supposed colleague, requesting that the account be closed, but I received no response. I can log in as before; nothing has been done about it.
Now my question is, what can I do against such dubious providers, and is there an option to get my payments refunded? There doesn't seem to be any license for Germany, so why are they even allowing German users?
For the time being, I have limited the described risk of gaming addiction and other rash actions through apps and blocked various platforms. I avoid possible thoughts about the topic through distractions.
It would be great if you could help Moor with this. I want my money back.
Automatic translation:
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9 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Legiano Casino.
Please note that Casino.Guru informs players about the license status of online casinos in our reviews. It's up to the player to choose which online casino the want to play in. We are unable to pursue refund requests based on the lack of a particular license. If the casino accepts players from your country, they are expected to pay out winnings.
If you believe you are a vulnerable person in need of protection from further gambling in this online casino, I would recommend that you send a self-exclusion request due to gambling problems.
When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.
Example:
Email subject: Self-exclusion:
Player’s info:
First name:
Last name:
Date of birth:
Casino login:
Email address:
"Greetings Legiano Casino Support,
I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.
The reason for my decision is that I am suffering from gambling problems.
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to support@legiano.com and separately to your VIP manager (include me in the copy at tomas@casino.guru) and keep me informed about any further developments. If there is an option to unsubscribe from the marketing communication via an option in your account or in the emails you received, I'd recommend you do so.
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
Also, you can send me the account closure requests you refer to in your first post as evidence.
Thank you very much in advance for your reply.
Best regards,
Tomas
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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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9 months ago
TranslationHello Tomas,
Thank you for your feedback. I've sent new closure requests accordingly; you're CC'd on both.
I've also forwarded the previous emails to you by email. I've also requested the chat transcripts from Legiano.
mfg
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9 months ago
TranslationNothing has happened again until today, no reaction, no answers. This casino is a clear scam, and your good rating is completely incomprehensible.
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9 months ago
Thanks for your cooperation and replies.
Has the casino closed your account since your last message? Please let me know.
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9 months ago
TranslationThe casino closed my account over the weekend and did not respond to my request.
Despite repeated requests not to send me any more tempting or bonus offers, I continue to receive them daily (thank goodness the nonsense ends up in spam).
So, for me, this topic is closed, but I would still like to expressly warn everyone about this casino. There's a difference between reputable and reputable.
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9 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Insch123,
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,
Tomas
