The player from Greece had raised a complaint about multiple charges she had faced after depositing in an online casino. She also had experienced difficulties in closing her account due to a lack of response from the casino's customer service. After she reached out to the complaints team, she was advised to send a self-exclusion request to the correct email address. Following this advice, her account was successfully closed. However, she reported unauthorized transactions exceeding 5,000 euros on her cards that were connected to the casino. The complaints team had informed her that they couldn't assist with cases related to cybercrimes, and advised her to contact the police. The case was closed as the player's account had been successfully blocked and the complaints team couldn't provide further assistance regarding the unauthorized transactions.
LegendPlay Casino - Player has multiple charges upon deposit and struggles with delayed account closure.
Amount: €5,500
LegendPlay Casino
Safety Index:Above averageOther
REJECTED
Case summary
I have logged into the casino and made deposits, but when I received charges from my card account (which does not require identification for amounts of 50 €), I noticed an excessive number of charges which I am disputing.
I had already requested in November for my account to be closed, as this option is not available online directly from the player, nor is there an option to set limits as part of responsible betting.
Customer service refers me to an email for the VIP manager, 3 emails have been sent (in Nov and Dec) requesting account closure, to which I have only received automated replies with the request code, and yet, my account is still open. I also requested twice for a breakdown of my deposits and have not received a response to this either, furthermore, the deposit history is not available online on the player's account.
I'm formally lodging a complaint about the unacceptable handling of communication concerning my requests and I'm also questioning the charges I have received.
Dear markokkori,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings LegendPlay Casino,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to support@legendplay.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.
Regarding your other issue, I regret to inform you that we lack the necessary investigation tools and expertise to look into unauthorized transactions. If you are certain that the casino has deducted funds from your bank account without your consent, we strongly advise you to contact the police rather than seeking assistance through our forum. This is a serious criminal matter and not a mere complaint about fairness. We apologize for any inconvenience caused, but please understand that we are a mediator and not an official authority equipped to handle cybercrime cases.
Thank you in advance.
Best regards,
Petronela
Thanks for the reply and of course I will proceed with the relevant authorities.
The emails I have sent mention the request to close the account in the subject and it is clear, no one has come back for clarification, the first request was sent to support in November and the remaining two to VIP in December after suggesting the chat communication.
I have not received a deposit history list from you and have sent a separate request for that.
Hi markokkori,
- Could you please forward any relevant communication to petronela.k@casino.guru?
Thank you.
Dear markokkori,
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.
I just forwarded all requests to legendplay to petronela.k@casino.guru
till now I have no answers back from legendplay apart from the auto reply with the case No
thank you
Hi markokkori,
Thank you for forwarding all the relevant emails. I can see that you kept sending your self-exclusion requests to vip@legendplay.com. However, if you check the self-exclusion section on the website a different email address is displayed to be used for such requests.
Please send another email to support@legendplay.com (you can CC me at petronela.k@casino.guru in the copy), state clearly why you wish to self-exclude, and keep me informed about any further developments. I strongly recommend using the template that I posted in my previous reply.
Looking forward to hearing from you.
Dear markokkori,
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.
Good Evening,
A vip manager contacted me and they managed to close my account. I asked for a detailed list of deposits and he said he will make a request but it will take a month (!!!!!!!) to send it to me while other casinos have the transaction list available on each player's profile.
Unfortunately I have been charged a huge amount ..........
Hi markokkori,
I'm happy to hear that your account was finally self-excluded. I'm afraid we won't be able to assist you in obtaining the list of deposits and withdrawals.
- Could you please clarify to what transactions you refer when writing that you were charged "huge amount"?
Thank you.
There are transactions on 2 cards with consecutive charges of 50 euros, i.e. those that do not require additional identification and for which the amounts that I do not recognize exceed 5000 euros in legend play. To clarify that additional amounts of doubt also concern the mrpacho platform which I now understand is related to legendplay. The difference is that mrpacho responded relatively quickly to the request to deactivate the account, but even there I have no information about the history of deposits through the platform. I have contacted the bank but as the card was stored on the platform they cannot help so the complaint remains with the cyber crime authorities.
Hi markokkori,
I'm glad to hear that your account has been successfully closed. As mentioned previously, we do not handle cases related to cybercrimes and unauthorized transactions. Apart from unauthorized transactions, is there any other way we can assist you?
Thank you.
Dear markokkori,
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.
Since the account has been ultimately blocked, we have decided to close this complaint. However, please note that we do not handle matters related to cybercrimes, and as such, we regret to inform you that we are unable to offer further assistance regarding this issue.
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
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