LegionBet Casino - Player's request for self-exclusion was ignored.

LEGION BET REFUSED TO SELF EXCLUDE ME AND THEN I LOST £20,000

hi, I went on live chat to be self excluded as didn’t want to get carried away with my gambling, to which they said I had to email instead, I emailed them on October 17th with no reply for a few days, then they replied offering me free bets etc, I then emailed again on the 21st saying again… urgent ASAP self exclude me, to which they then replied again telling me to ‘just take a personal pause from playing’ surely this is UNLAWFUL?

I HAVE PROOF OF EMAILS FROM ME AND REPLIES FROM THEM.

Then on October the 27th I went back on there and lost around £18000, got my self in debt and gambled my rent money.

so after I then asked them AGAIN to SELF EXCLUDE ME , I basically BEGGED, to be self excluded, to which they ignored me and then a few weeks later i lost another £2500! to the point I told them I am SUICIDAL and then they FINALLY self excluded me after asking 4 / 5 times and loosing £20,000

SURELY this is unlawful? I’ve used casinos before and as soon as I say I want self excluding they do it asap! but this is the only casino I have used which refused to! now my life is totally ruined I lost everything.PLEASE HELP, if they just done what I asked to start with I wouldn’t now be in this deep hole I am depressed I have lost everything all because they refused to self exclude me surely this is not ok. This isn’t fair and this isn’t done by the rules.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LegionBet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand correctly that the casino closed your account sometime around November 10th?
• Have you asked the casino directly to refund you, due to failed player protection? How did the casino respond?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Yes I have asked them to refund me and they just haven’t replied, I also asked where I can complain and they never replied to that, but they replied telling me to take PERSONAL PAUSES, when I asked to be self excluded. this isn’t ok. The person was called Adrian stone who was a VIP manager who I was speaking to.

it got to the point where I had to tell them I was suicidal for them to finally close my account on around the 10th November, I just wish they closed the account MID OCTOBER after I told them to 4 or 5 times! then I wouldn’t be in this mess, they just won’t reply to my emails anymore now.

You can see by the photos there, they are just ignoring my

requests to be self excluded and telling me to take personal pauses and set limits instead !

There I am asking to be self excluded asap and they are replying with emails saying I’m close to reaching VIP STATUS!

Ignored again there, sent October 21st

Again there

Dear Lucastaylor451

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 ([email protected]). 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,

Tomas

Dear Lucastaylor451,

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.

As part of our standard procedure, I would normally invite a representative from LegionBet Casino to join this conversation. However, since they have not yet registered a representative account on our platform, they are currently unable to respond directly within this thread.

That said, I’ve already contacted their team through an alternative channel, forwarding the details of your issue along with an invitation for them to create a representative account on our platform. I’ll keep you informed here as soon as I receive any updates.

Thank you for your understanding and patience.

Best regards,

Kubo

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 Lucastaylor451,

I have repeatedly tried to contact LegionBet Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best Regards,

Kubo