LegionBet Casino - Player’s account closure request is ignored.

On 19th of February I requested the closure of the account with the reason I don't want gambling online. They ignored my email. After this date I messaged to customer support and the manager so many times with different emails with different reasons, gambling addiction, mental health problems,I'm self exclude already on Gamstop since 2025 etc and they didn't even bothered to answer the email . I explained to them they failed as social responsibility to protect the customer, they didn't meet any protection role if the customer explained clearly and fairly they're addictive,they don't want gambling online

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Dear Habubu1,

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 account closure requests you sent to the casino's email address, 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

Good afternoon,

As you requested I forwarded one of the emails sends to them.In one of them I've asked for refund as well because they breached the minimum of protection for customer and has not any social responsibility.

Many thanks

Thank you for your emails. Has the casino responded to your self-exclusion requests from 2 March? Have you also tried reaching out to the casino customer support through live chat or other communication channels?

Good afternoon,

Thanks for your email.

Unfortunately the customer service in the chat they said just waiting time can be longer because they're busy. But after 2nd of March I emailed them again asking for changing the password because I want to play and I can't recover my account and they've replied straight away with link. I'm talking about vip@legionbet.com. Since then I changed my password and I couldn't access my account but they didn't reply to any of my emails. They didn't agree to self exclude me after the formal email and nor the refund from them for breached all the customer social responsibility or self exclusion desperate emails.

Unfortunately no one has been able to help to self-exclusion but they were available to send me the link to change my password to gambling over and over again. Those are people who just joking with people's lives.

Was your account blocked after March 2? Did you receive any confirmation from the casino that your account has been closed?

Please forward me any subsequent communication between you and the casino’s customer support regarding your password change requests to veronika.f@casino.guru. Thank you for your cooperation.

Good morning,

Thanks for your time

I forwarded to you their quick response in regarding with changing the password but they not answer still for self-exclusion or closure of the account. I reported the emails and tried to block the email address to not receiving anymore emails from them and unfortunately unsubscription is not available.I can't access my account anyway because I've changed the password with randomly password and I've threw away .

As I see no one has any control over theme,no Gamstop,no authority and people are scammed losing money because they take advantage from vulnerable people.

Regards

Hello Habubu1,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Habubu1;

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at tomas@casino.guru

Thank you for your understanding.

Best regards,

Tomas

Casino.Guru

Thanks for your patience.

In your first post, you wrote:

 After this date I messaged to customer support and the manager so many times with different emails with different reasons, gambling addiction, mental health problems,

• Would you be able to send me the communication you addressed to the VIP manager or support, so that the sender email, the recipient email, and the date are visible?
• When was the last time you were able to deposit in the casino?

I apologize if these requests are repeated, and I appreciate your ongoing cooperation. Make sure to include the correspondence from March 2nd.

Send this information to me at tomas@casino.guru

Looking forward to your reply.

Good afternoon,

Thanks for your time to answer my email.

As you asked me I forwarded the email to you that I sent on 2nd of March to vip@legionbet.com. You're able there to see date,time and the entire email. Unfortunately since then they still send me promotional emails, they didn't bothered to take any further steps but they've been able to send me an email to change my password as I requested. Every week still receiving emails from them with offers but they've never send me an email confirmation that shows I've been removed from the account.

Many thanks

Hello Habubu1,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Habubu1,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress. If you keep receiving ads from this (or any other) online casino, I recommend you go to the body of the email and choose to unsubscribe from the communication altogether. Some email providers, including Gmail, offer the option to unsubscribe from unwanted marketing correspondence.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Tomas

Hello Habubu1,

I am truly sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the LegionBet Casino representative to enter the discussion.

In the meantime, I strongly recommend installing free app BetBlocker onto your computer and mobile. This way you can restrict your access to many gambling websites of various jurisdictions.

Dear casino representative,

could you please check the case and explain the matter to us? Are you willing to issue a refund to the player? Thank you in advance for providing us with your view of the issue.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Habubu1, 

I am sorry to confirm that since we haven’t received any response from the casino regarding the issue, we cannot continue with the complaint resolution process and are forced to close it as ‘unresolved’.

Usually, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

Sadly, I couldn't be of more help, but bear in mind that closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

I would also once again like to recommend installing free app BetBlocker onto your computer and mobile. This way you can restrict your access to many gambling websites of various jurisdictions.