The player from Italy found that a previously closed account, due to gambling addiction, had been reopened without consent, resulting in a loss of 2492€. The player was considering legal action if the deposited amount was not refunded. The Complaints Team informed that they could not assist further as the account was closed and emphasized the need for a self-exclusion request to process any refund. Recommendations for future self-exclusion requests were provided, and the complaint was subsequently closed due to a lack of required documentation.
Legiano Casino - Player’s account has been reopened unlawfully.
Amount: €2,492
Legiano Casino
Safety Index:Very highSafety Index
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9.0
Legiano Casino has a Safety Index of 9, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
4 days ago
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1 month ago
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They magically reopened an account that had been permanently closed due to gambling addiction and made me lose another 2492€. Now let's see if they'll refund the amount I deposited, or I will take legal action since what they did is a crime.
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1 month ago
Dear francescoterroni05,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).
Could you share when you requested the self-exclusion and when was your account closed?
Did you specify a particular period for how long you wanted the exclusion to last?
When was your account reopened?
Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.
Thank you very much in advance.
Best regards,
Dominika
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1 month ago
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Unfortunately I no longer have the email but a self-exclusion was requested for gambling addiction so much so that when I wrote to my VIP manager Mattia asking if I could reopen it via tg he denied me the possibility. The account was reopened around January 21st with a welcome back bonus and closed on January 12th. 
anyway I asked for a definitive self-exclusion for gambling addiction now I can no longer access my account otherwise I would have been more precise I also add that I was never made to do the KYC even requesting it personally,
then neither the support nor the VIP department answered me by email for 2 days if you could call a manager of Legiano here in chat I'm sure they have all the answers you need
here's my VIP manager hahaha it's even funny 
when you have something to hide haha really ridiculous as a chat
if you want I can also give you the number of this ""manager""
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1 month ago
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since you can and neither the support nor the VIP department respond to me, call a representative of Legiano casino in chat to see if they really put their heads in the sand for almost €2500 and let their faces get dirty in this way, exploiting people's gambling addiction and committing crimes with a CAPITAL R
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1 month ago
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Also instead of answering emails they worry about Trustpilot haha
now I also checked what do you say they will be happy?
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1 month ago
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Plot twist: Legiano's admission of guilt
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1 month ago
Dear francescoterroni05, to address your request for a refund of your deposits, it’s important to clarify that we need a self-exclusion request from you. This should clearly state your gambling problem and the desired duration for account closure.
Could you please let me know if your account is currently closed, or do you need assistance in closing it?
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1 month ago
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No, it is currently closed, I want a lifetime self-exclusion from Legiano
even if I try to log in my account is under review
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1 month ago
Dear francescoterroni05, has the casino provided you with information regarding the duration for which your account will remain closed?
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1 month ago
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at the time they told me through my vip manager on tg di legiano that it was closed permanently with no possibility of reopening it, but they don't even respond if I pay them, but from the old screens you can clearly see that they had closed it for me and then reopened it. but ask them for information and how to contact nasa.. then I also asked in live chat and they closed it immediately for gambling addiction which by their law and of definitive duration could not even be reopened after years if the reason was precisely gambling addiction.
but there's nothing more to do since 
they updated the rules on 02/04/2025 also removing the responsible gaming entry hahaha they really covered their ass
I would change the security level if I were you from "very high" to "stay away"
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4 weeks ago
Dear francescoterroni05,
we regret to inform you that we cannot assist with this matter. Since your account is closed, we are unable to process further actions, including refund requests. The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this. I can only recommend how to request self-exclusion properly in the future.
When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly 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. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings xxx xxx,
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 (gambling addiction)
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."
Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)
This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
