Legiano Casino - Player’s account remains open despite closure request.

my complaint is with Legiano Casino. I told them several times that I have an addiction to gambling and requested that they close my account. It took them weeks of going back and forth with them for me to finally get an email that said my account had been closed. This was on February 10th. I then went to the site on February 28th and was able to log in and make more deposits. This is absolutely unacceptable as I was told my account was closed.

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Dear Jamama,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the full, uncropped account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Dear Jamama,

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.

Hello,

I sent all emails as requested last week and again just now. Please let me know if you still don’t receive them.

Thank you for your emails. I can see that the casino promised you a refund of the lost deposits that you should not have been able to make if your account had been closed as you requested. Have you received the funds in the meantime?

Hello. Yes. They have refunded me and my account is now closed

Dear Jamama,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika

Casino.Guru