Legiano Casino - Player's account has been reopened without consent.

I played at this casino in august.

after realisjnf I have a gambling addiction I asked them to close my account forever which they did .

however , they reopened my account without my request and I have deposited 5000€ .

i demand this money back

Dear Ed1830,

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).

Would you be so kind as to forward me the account closure requests that you sent to the casino?

Could you please share your communication with the casino?

My email address is dominika.l@casino.guru.

Thank you very much in advance.

Best regards,

Dominika

Hey ,

I have sent you all the proof via mail

here you find crucial evidence. Where after hours on the live chat with different operators they admitted clearly that the account was reopens because of a technical problem .

hope this makes a difference to my case . Thanks

Dear Ed1830, to proceed effectively, we need the self-exclusion request you initially sent to the casino regarding your gambling addiction. This document is crucial because it establishes the context of your situation and reinforces the casino's obligation to honor your request for self-exclusion.

Hey,

I sent you the mail .

I don’t have the mail me requesting it . But I have the mail of them where they reply that my account closure has been successful and has been closed

Dear Ed1830, have you managed to get your account closed, or do you need assistance with that?

I’m sorry .

no right now it’s not closed .

its still open after they illegally reopened it without me asking for it

Dear Ed1830,

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. Inform us once you request self-exclusion and forward the request to my email address.

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 a 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)

I understand.

however I have sent you a mail where clearly they close my account after I emailed them .

so the proof is there

Can you please reply ??

Dear Ed1830, while you've noted that your account was closed, we specifically require the self-exclusion request that you sent to the casino, which clearly details your gambling problems. Unfortunately, that has not been provided to us.

The critical distinction here is that closing an account does not carry the same obligations as a formal self-exclusion. While we acknowledge your account closure, without the self-exclusion request as evidence of your gambling problem, we cannot proceed with the complaint.

Due to the aforementioned reasons, this complaint will now be rejected. 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.