The player from Germany wants to self-exclude from the casino due to gambling addiction but faces delays and additional verification requirements, including sending a selfie with an ID and a handwritten note. Despite requesting a permanent ban on June 18, 2026, the account remains active, and the verification process is causing frustration.
LegionBet Casino - Player’s self-exclusion request is delayed.
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Current status
Waiting for Casino Guru to reply
6d 16h 36m 52s
LegionBet Casino
Safety Index 2.4 Very lowCase summary
Discussion
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Public
2 days ago
Translation
Hello,
I want to self-exclude from this casino because I'm a gambling addict. The live chat isn't able to do it; you have to request a self-exclude via email, which I did on June 18, 2026. Initially, they offered me a self-exclude of 2 to 8 weeks, but I insisted on a permanent ban. Then I was asked to confirm that all bonus offers and any credit balance in my account would be forfeited, which I confirmed. Now it's June 20, 2026, and the account still isn't blocked, and I keep receiving emails about it.
"To close your account, we need to verify that this request is indeed from you. Please send us the following documents:"
🤳 A selfie of you holding your ID document and a piece of paper that reads: "Hello Legionbet. Please close my account. [Today's date]".
Please ensure that both your face and the note are clearly visible. To guarantee the best readability, it helps to write the note on lined or graph paper.
The time required for the account suspension is completely unacceptable. Having to take a selfie with my ID and also send a handwritten note for a suspension due to gambling addiction is also unacceptable; I've never experienced anything like this in any other online casino. And I certainly don't want to send selfies or ID documents for a suspension.
Automatic translation:
Public
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9 hours ago
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 does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address 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 hours ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please forward the account closure requests you sent to the casino, along with the casino's responses and any subsequent communication, to veronika.f@casino.guru?
- Have you previously submitted any identity documents to the casino for verification purposes?
Please note that requesting a full KYC verification is a common part of the self-exclusion process. Casinos often need to verify a player's identity to ensure that they cannot create a new account using the same personal details after being self-excluded due to gambling-related concerns. Therefore, we recommend that you cooperate with the casino's requests and provide the required photograph together with your ID document.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
