LegionBet Casino - Player's account remains open despite closure request.

I have repeatedly asked for my account to be closed due to a gambling addiction and bad mental health. They just won't close it. Im lost on what to do!

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Dear Jade66,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• When did you inform the casino about your gambling addiction for the first time?
• Have you received any response from the casino?
• Could you please forward the self-exclusion requests you sent to the casino to my email at kristina.s@casino.guru?

Thank you very much for your cooperation.

Best regards,

Kristina

Hi I informed them over a month ago but can't find the emails to back this up. However I did send 2 more emails at the start of this week informing them again which I have got evidence of. I have emailed these over to you. I have recieved no reply

Dear Jade66,

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, Matej (matej.l@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

Hello Jade66, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of LegionBet Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

They have finally closed my account after months of back and forth and mental health crisis. What are the chances of me receiving a refund from them

Dear Jade66, given the low rating of 2,6 safety index on our website and casino operating without a license, I would not hold my breath for any kind of refund.

However, I have contacted casino affiliates and the support team, and we will give them fair chance to provide evidence and have their say in this situation, if they wish to do so. Fingers crossed!

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 Jade66,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

As a next step, normally I would recommend you contact the proper Gaming Authority and submit a complaint with them. However, since the casino has no licence, there is nowhere else I can refer you to. I am really sorry I could not be of more help on this occasion, and would recommend in the future to check the casino review on our website before signing up, to avoid issues like this one.

Best regards,

Matej