Legiano Casino - Pelaaja ei voi sulkea tiliään.

I would like to close my account, but I can't, they tell me to send an email to support (I've already sent 3)... no response. I also asked not to receive any promotions and they continue to do so... really stressful, I decided to close because I don't like many things about this mess, I hope to have your help in closing the account, thanks

Vorrei chiudere il mio account,ma non ci riesco,mi dicono di mandare l email al supporto(ne ho mandate già 3)...nessuna risposta.Ho chiesto anche di non ricevere nessuna promo e continuano a farlo...davvero stressante ,io ho deciso di chiudere perche molte cose di questo casino non mi piacciono,spero di avere il vostro aiuto a chiudere l' account,grazie

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.

Dear Am3r33,

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 specify the reason for closing your account? Additionally, would you be so kind as to forward me the 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 Am3r33,

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.

Hi, I probably sent it wrong, I sent it to your email, I decided to close it because the waiting times for withdrawals are too long, I should point out that it's been a while since I've recharged my account, from their support I haven't received any response to my closure emails, unfortunately deleted... so I can't send them to you

Ciao probabilmente ho sbagliato a inviare ,l ho inviato alla tua email,ho deciso di chiudere perché i tempi di attesa per i prelievi sono troppo lunghi,premetto che e un bel po' che non ricarico il conto ,dal loro supporto non ho ricevuto nessuna risposta alle mie email di chiusura ,ahimè cancellate ..quindi non riesco a inviartele

Hello Am3r33,

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 Am3r33;

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 karla.m@casino.guru

Thank you for your understanding.

Best regards,

Karla

Casino.Guru 

Dear Am3r33, thank you very much for submitting your complaint. I am truly sorry about your negative experience with ${casinoName}. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you received any responses from the casino via email regarding your self-exclusion requests?
• If you did not receive any replies via email, have you tried reaching out to the casino through live chat or other official communication channels?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share any additional communication with the casino? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Karla

Hello, support, I didn't ask for self-exclusion or even just to close my account. I haven't received a response via email, but they told me in chat that the problem would be resolved, but over a month has passed since that chat. I'm still receiving promotions and free spins on slots, regardless of the fact that I want to close my account. What should I do?

Salve gentile supporto, in pratica io non ho chiesto l'autosclusione o soltanto chiesto di chiudere il mio account. Via email non ho ricevuto nessuna risposta mentre in chat mi dicevano che il problema si sarebbe risolto ma da quella chat è passato più di un mese inoltre ancora ricevo promozioni e giri gratuiti sulle slot senza prendere in considerazione il fatto che io voglio chiudere il mio account come devo fare

Dear Am3r33,

Thank you for your message.

To proceed with your case, I kindly ask you to provide any available evidence of your communication with the casino regarding your request to close your account.

If possible, please send screenshots or emails of your communication with the support team (including live chat, if available).

You can upload them directly here in the thread or send them to my email at karla.m@casino.guru.

Thank you in advance for your cooperation.

Karla

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Am3r33,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla