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I had my account banned from this casino due to gambling addiction. I informed support that I was a gambling addict, requested a permanent ban, and felt I couldn't control myself. My account was subsequently closed, but a month later it was reactivated, which shouldn't have happened. I deposited more money, and since then I've repeatedly tried to have my account permanently banned due to gambling addiction. However, this isn't possible. After being banned, you contact live chat, and the account is unblocked within two minutes. Because this casino doesn't prioritize player protection, I've suffered losses of €1047, and my account remains open to this day.

Ich habe mich in diesem Casino aufgrund von Spielsucht sperren lassen, ich teile den Support mit das ich Spielsüchtig bin eine permanente Sperrung möchte und mich nicht unter Kontrolle habe. Daraufhin wurde mein Account geschlossen, ein Monat später wurde dieser wieder aktiviert, was nicht sein darf, ich zahlte wieder ein, ich habe seitdem mehrfach versucht meinen Account aufgrund von Spielsucht permanent sperren zu lassen, dies ist da aber nicht möglich, nach Sperrung schreibt man den live chat und der account ist in 2 Minuten wieder frei. Weil dieses Casino keinen Wert auf spielerschutz legt habe ich einen Schaden von 1047 erlitten und der Account ist bis heute nicht gesperrt.

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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.

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Hello,

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

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino again via email at support@legiano.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Legiano Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

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

Hello,

I forwarded everything to you via email. There were multiple attempts to block my account, and I repeatedly requested a permanent ban due to gambling addiction. The first time, I explained that I am a gambling addict, have no control over my gambling, and want a permanent ban. A month later, the account was reopened. On the other occasions, the account was closed. After inquiring via live chat, the account was reopened, which is unacceptable.

I still have access to the account and can make deposits. The casino constantly sends me bonus offers by email, and I've also received several calls from "VIP managers" offering me bonuses when I deposit. The casino simply won't permanently block me.

Hallo,

Ich habe Ihnen alles per Mail weitergeleitet, es gab dort mehrfach Versuche mein Konto zu sperren, ich habe mehrfach nach dauerhafte Sperrung gebeten aufgrund von spielsucht. Das erste mal teilte ich mit das ich Spielsüchtig bin ich keine Kontrolle habe und eine permanente sperre möchte, Ein Monat später wurde das Konto wiedereröffnet, die anderen Male wurde das Konto geschlossen, nach Nachfrage im live Chat wurde das Konto wieder eröffnet was nicht sein darf.

Ich habe aktuell noch Zugriff auf das Konto und kann Einzahlungen tätigen das Casino schickt mir permanent Bonus Angebote per Mail und ich wurde auch schon mehrfach von "VIP-Manager" angerufen die mir Bonus Angebote wenn ich Einzahle. Das Casino sperrt mich einfach nicht dauerhaft.

Dear BetGG,

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, Michal (michal.v@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,

Tomas

Hello BetGG,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Legiano Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Dear Player,

Thank you for contacting us.

We would like to inform you that the relevant department is currently reviewing your case.

Rest assured that we will notify you promptly once there is an update.

Kind regards,

Legiano Casino Team

Dear Legiano Casino,

We are waiting to hear from you.

Dear everyone,

Thank you for your patience.

Upon review of our correspondence regarding the reopening of the account, we have concluded that the account was reopened upon player's request.

Dear Michal,

Please be informed that we have forwarded you the chat transcript with inquiry for account reopening.

We would also like to confirm that the player's account is now closed.

Kind regards,

Legiano Team

I emailed you in January requesting a permanent account suspension due to gambling addiction and loss of control, and the account was indeed suspended. Four weeks later, I received another email advertising bonus offers. I'm not 100% sure if I requested the account to be opened myself, but I think not.

But if I write to you requesting a permanent ban due to gambling addiction and loss of control, and the account is then blocked, why can it be reactivated? In any reputable casino, you are then permanently banned.

On March 8, 2026, I had my account blocked again due to gambling addiction. It was reopened the same day after I inquired. On the same day, March 8, 2026, I requested another block. On March 9, 2026, I confirmed the block again. On March 13, 2026, I again attempted to permanently block my account due to gambling addiction and confirmed this request as well. On March 22, 2026, I again requested a permanent block, stating that I have serious gambling problems. On March 24, I confirmed the block. Upon inquiry, the account was reopened.

If I have myself permanently (PERMANENTLY) banned due to gambling addiction and loss of control, the casino is no longer allowed to open the account.

The account was only permanently blocked now with the help of Casino Guru. How is it possible to permanently block an account with you without Casino Guru? If I'm already talking about gambling addiction and loss of control, then the account should remain closed despite requests, just as it is in any other reputable casino.

Legiano Casino doesn't seem to care about player protection, and I simply cannot understand Casino Guru's rating.

Ich habe Ihnen im Januar eine Mail geschrieben, wo ich um eine Permanente Sperrung aufgrund von spielsucht und kontrollverlust gebeten habe, das Konto wurde auch gesperrt. Nach 4 Wochen erhielt ich wieder Werbung für Bonus Angebote per Mail, ob ich selber um Eröffnung gebeten habe bin ich nicht zu 100% sicher ich denke aber nein.

Aber wenn ich Ihnen schreibe und um eine Permanente Sperrung aufgrund von spielsucht und kontrollverlust bitte und das Konto dann gesperrt wird, warum kann man es dann wieder aktivieren? In jedem seriösen Casino, ist man dann auch Permanent (dauerhaft) gesperrt.

Am 08.03.26 habe ich das Konto wieder aufgrund von spielsucht sperren lassen, es wurde am selben Tag wieder eröffnet auf Nachfrage, am selben Tag 08.03.26 habe ich nochmal um eine Sperrung gebeten. Am 09.03.26 habe ich wieder die Sperrung bestätigt, am 13.03.26 habe ich erneut versucht mein Konto aufgrund von spielsucht permanent zu sperren und auch wieder bestätigt, am 22.03.26 habe ich wieder um dauerhafte Sperrung gebeten und habe mitgeteilt das ich ernste spiel probleme habe und am 24.03 habe ich die Sperrung bestätigt, auf Nachfrage wurde das Konto wieder eröffnet.

Wenn ich mich permanent (DAUERHAFT) aufgrund von Spielsucht und Kontrollverlust sperren lasse hat das Casino das Konto nicht mehr zu eröffnen.

Das Konto wurde jetzt erst Mithilfe von Casino Guru permanent gesperrt, wie ist es möglich ohne Casino Guru ein Konto bei Ihnen dauerhaft zu sperren? wenn ich schon schreibe Spielsucht, Kontrollverlust dann hat das Konto trotz Nachfrage geschlossen zu bleiben, so wie es in jedem anderen seriösen Casino auch ist.

Das Legiano Casino scheint kein Wert auf spielerschutz zu legen und ich kann beim besten Willen die Bewertung von Casino guru nicht nachvollziehen.

Dear Player,

Please disregard the last message from us.

Thank you for your patience while we conducted a thorough review of your inquiry.

We sincerely apologize for the inconvenience you experienced. Please be assured that, per your request, your account has now been officially closed.

Following a review of your case, we are prepared to offer you a refund of 1,047 EUR, covering your net losses.

Kindly confirm your acceptance of this offer so that we may process the refund for you.

In order to proceed with the refund of your funds, we kindly ask you to provide the following details:

Full Name (please provide all names, including middle name)

Email

Name of the owner of the bank account

IBAN

BICits germany

Bank name

Bank location (country)

Once we obtain this information, we will proceed with the payment process.

If you have any additional questions, please do not hesitate to contact us.

Kind regards,

Legiano Casino Team

Hello

Can I post this information here?

Hallo

Kann ich diese Informationen hier rein posten?

Dear Legiano Casino,

Thank you for your cooperation and for your willingness to resolve this case.

Dear BetGG,

If you post your banking information here in the thread, it will be marked as "private", meaning that it will be visible only to you, to me and to the casino. The details will not be publicly visible.

Dear Player,

Thank you providing us with payment details.

Rest assured that we will notify you once payment has been processed and completed.

Thank you for your cooperation.

Kind regards,

Legiano Casino Team

Hello,

I received the refund, thank you to Casino Guru for the help and thank you to Legiano Casino for the quick processing.

Hallo,

Habe die Rückerstattung erhalten, vielen Dank an Casino Guru für die Hilfe und danke an das Legiano Casino für die schnelle Abwicklung.

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

Dear BetGG,

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,

Michal