Legiano Casino - Player is unable to self-exclude his account.

Ich möchte meinen Account per Selbstausschluss sperren.

Casino reagiert nicht drauf.

Dear stickeralarm,

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

Ich möchte einfach NIE WIEDER bei diesem Casino spielen also handelt es sich um einen Selbstausschluss für immer.

Danke!

When applying for self-exclusion, it is crucial to clearly state the reason for your request and specify the duration of the exclusion. Additionally, the email subject line should be clearly marked, as casinos receive numerous requests daily. A well-labeled request increases the chances of it being processed promptly. I also strongly recommend that you always save a copy of your self-exclusion request as proof of your action.

Here is a template you can use:

Email subject: Self-exclusion due to Gambling Addiction

Player Information:

First name: [Your First Name]

Last name: [Your Last Name]

Date of Birth: [DD/MM/YYYY]

Casino login: [Your Username]

Email address: [Your Email]

Email Body:

"Dear [Casino Support],

I am writing to formally request immediate self-exclusion from this casino and to be removed from any gambling-related marketing communications for a minimum period of [X months/years/lifetime].

The reason for my request is gambling addiction.

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

Thank you for processing my request as soon as possible."

Best regards,

[Your Name]

Please fill out this template and send it to the casino at support@legiano.com, adding my email (veronika.f@casino.guru) as CC.

Guten Tag!

Das Mail wurde soeben versendet.

Thank you very much, stickeralarm, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello stickeralarm, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Legiano Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence.  

Thank you for your patience and cooperation in advance.

Hallo, es gibt keine zusätzlichen Informationen. Ich versuche seit Ewigkeiten mein Konto zu schließen - per Mail per Live Chat aber vergeblich - niemanden interessiert mein Problem bei Legiano.

Es gibt keinen Spielerschutz. Ich will mich für immer von der Plattform Legiano ausschließen

Dear Customer,

Thank you for reaching out.

We would like to inform you that your account on our website is now permanently closed. Please accept our sincere apology for the delay.

Best regards,

Customer Support

Thanks to Customer Support at Legiano for dealing with the issue for us.

Dear stickeralarm, can you confirm the account has been blocked and the issue has been resolved?

Konto ist gesperrt - danke!

Dear stickeralarm,

This is great news! And thank you to the Legiano team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. :)