The player from Germany reported struggling with gambling addiction, which led to a significant loss of €7,000. Despite his requests for account closures and self-exclusion at both Robocat Casino and Legiano, the casinos ignored or avoided his requests, prompting him to seek assistance for a potential refund. The issue was resolved when the player received a refund of €2,790 from Legiano Casino after confirming his payment preference in Bitcoin. The Complaints Team assisted throughout the process, ensuring the player was informed and supported until the resolution was achieved.
Legiano Casino - Player faces issues with account closure and blocked requests.
Amount: €7,000
Legiano Casino
Safety Index:Very highSafety Index
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9.1
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
yesterday
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2 weeks ago
Translation
Hello,
I'm writing here in German. I saw there's a translator function. I hope that's okay. But I can also write in English. Unfortunately, I've completely lost control over the last few days and weeks. I've lost about €7,000. Now I'm sitting here, completely exhausted and at my wit's end. I'm completely depressed, and I'm feeling really bad.
What happened?
I started at Robocat Casino, where I deposited "only" a few hundred euros. I then had myself blocked. It was very difficult and took a long time, but it worked. Then I signed up with Legiano. The two casinos belong together, right? (Rabidi Nv). I deposited a lot of money there. I asked several times for an account closure and a self-exclusion. I addressed my gambling addiction and problematic behavior via email and live chat, and that I wanted to be blocked. My requests were always avoided, ignored, or I received messages from a VIP manager. Sometimes I received a response, and here they asked for confirmation of my blocking. Even after I confirmed the blocking, my account was not closed/blocked. My blocking requests via live chat were always ignored, and they referred me to email blocking. I was always told that I wanted to be blocked due to problems and gambling addiction. Sometimes my requests were answered in a different language (why?). Some of my blocking requests were answered with bonuses or other offers. I find this very dubious. Do I have a chance of getting a refund? Are there any moderators here who have contact with the casino and can help me?
Thank you very much if anyone can help me here!
Automatic translation:
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2 weeks ago
Dear Samsam213,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:
Self-exclusion request: you can contact Support Service Team via e-mail: support@legiano.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;
Do I understand correctly that you informed the casino about your gambling problem in some of your self-exclusion requests? Please forward me the account closure requests that you sent to the casino. My email address is kristina.s@casino.guru.
Thank you very much in advance.
Best regards,
Kristina
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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2 weeks ago
Translation
Hello,
Thank you very much for your feedback. Yes, I also informed the casino by email that I have been gambling too much and have already lost a lot of money. I specifically asked for a self-exclude. According to the information on the casino's website, the account will be blocked within 24 hours if you want to exclude yourself. I asked the casino by email and via live chat for a copy of my past live chats, where I explicitly spoke about gambling addiction and that I can't stand it any longer and that I'm feeling very bad. I was told that it had been forwarded to the relevant department. I hope the casino will send me these copies. I am forwarding my blocking request from Robocat Casino and Legiano Casino to you by email. As soon as I have the live chat copies, I will send them to you.
Unfortunately, I was completely exploited by the casino in my situation. In my opinion, this is a great injustice. Player protection was never in place here. I really hope you can help me. Thank you in advance.
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2 weeks ago
Translation
I'd like to mention here that I disclosed my gambling addiction and problems to the casino relatively early on. I also applied for self-exclusion several times in the beginning. I had deposited "only" a few hundred euros. I knew I had to get banned to avoid losing control. After they didn't ban me from gambling, I deposited several thousand euros due to my illness.
Automatic translation:
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1 week ago
Dear Samsam213,
I hope this email find you well.
Kindly be advised that your account is permanently closed due to your request.
About your requested refund:
We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately by email.
We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.
Best Regards,
Legiano Team
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1 week ago
Translation
Hello,
I can confirm that I have finally been banned from the game. My account has been deleted—thanks. I haven't received an email yet, could you please give me an update?
Many thanks and greetings
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1 week ago
Dear Samsam213,
I hope this email find you well.
Can you please check your personal email as we send you a reply for your request?
Thank you and have a great day.
Best Regards,
Legiano Team
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1 week ago
Translation
Hello,
Thank you for your feedback.
Could you please tell me how the amount you want to refund me is calculated?
Unfortunately, I came to a different conclusion. I also sent my calculations and my payment history to Kristina.
Kind regards
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1 week ago
Translation
Hello,
Unfortunately, they didn't tell me how the refund will be calculated. I would like to wait for a response from a Casino Guru employee or from Kristina. I have sent her additional documents.
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6 days ago
Thank you very much, Samsam213, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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6 days ago
Hello Samsam213,
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.
Dear Legiano Casino,
Could you give us an update on the situation?
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6 days ago
Translation
Hello Michael,
The casino offered me a refund of €2,790. In my opinion, that's too little. I also asked the casino how the amount is calculated. I haven't received a response. I sent Kristina a few emails, as well as my deposit history and my approximate calculations for a refund. Do you have access to them? Of course, I don't want my entire deposit back; that would be unjustified. But I would like my money back after my self-exclusion requests. If you need more information from me, please let me know.
Greetings and thank you very much!
Automatic translation:
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6 days ago
Hello Samsam213,
I hope this email find you well.
Kindly asking you to check your personal email as we send you a reply.
Thank and have a great day.
Best Regards,
Legiano Team
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6 days ago
Translation
Hello,
I agree to the offered refund.
Since I made most of my deposits using cryptocurrencies, I would like to receive the amount in Bitcoin.
Best regards
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4 days ago
Dear Samsam213,
Kindly be advised that the money are paid from our side, and you will receive them into your bank account is short period of time.
I hope this clarifies the situation.
Thank and have a great day.
Best Regards,
Legiano Team
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3 days ago
Translation
Hello,
Yes, I can confirm that the money arrived. I would like to thank all Casino Guru employees. Especially Kristina, Michal, and Radka. It's great that you exist and support the players. Keep up the good work.
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yesterday
Dear Samsam213,
We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.
As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal V
Casino.Guru
