Legiano Casino - La cuenta del jugador ha sido reabierta ilegalmente.

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.

Mi hanno riaperto magicamente un account chiuso permanentemente per ludopatia e mi hanno fatto perdere altri 2492€ ora vediamo se mi rimborsano la cifra che ho caricato o vado per vie legali visto che quello che hanno fatto è un reato

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

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""

Purtroppo l email non la ho più ma e stata chiesta proprio un Autoesclusione per ludopatia tant è che scrivendo al mio vip manager Mattia se potevo riaprirlo tramite tg mi negò la possibilità l account e stato riaperto verso il 21 gennaio con tanto di bonus di ben tornato e chiuso il 12 di gennaio

comunque io chiesi proprio una auto esclusione definitiva per ludopatia ora non riesco più ad entrare nel mio account se no sarei stato più preciso aggiungo inoltre che non mi è mai stato fatto fare il kyc anche richiedendolo personalmente,

poi non mi ha risposto ne il supporto ne il dipartimento vip per e-mail da 2 giorni se poteste chiamare qui in chat un manager di Legiano sono sicuro che hanno tutte le risposte del caso

ecco il mio vip manager ahaha fa pure ridere

quando si ha la coda di paglia ahah davvero ridicola come chat

se volete vi do anche il numero di questo ""manager""

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

visto che voi potete e a me non rispondono né il supporto ne il reparto vip chiamare in chat un rappresentate di Legiano casinò per vedere se davvero per quasi 2500€ mettono la testa sotto la sabbia e si lasciano sporcare la faccia in questa maniera sfruttando la ludopatia della gente e commettendo reati con la R MAIUSCOLA

Also instead of answering emails they worry about Trustpilot haha

Inoltre invece che rispondere alle mail si preoccupano di trustpilot ahah

Plot twist: Legiano's admission of guilt

Colpo di scena ammissione di colpa da parte di legiano

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?

even if I try to log in my account is under review

anche se provo ad accedere il mio account risulta in fase di revisione

Dear francescoterroni05, has the casino provided you with information regarding the duration for which your account will remain closed?

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"

al tempo mi avevano detto tramite il mio vip manager su tg di legiano che era chiuso definitivamente senza possibilità alcuna di riaprirlo, ma non rispondono neanche se li pago, ma dai vecchi screen si vede chiaramente che me lo avevano chiuso per poi riaprirlo. ma chiedere informazioni a loro e come contattare la nasa.. poi la chiesi anche in chat live e me lo chiusero subito per ludopatia che per la loro legge e di durata definitiva non si poteva proprio neanche riaprire a distanza di anni se il motivo era appunto la ludopatia.

ma tanto non c’è più nulla da fare visto che hanno aggiornato le regole il 04/02/2025 togliendo pure la voce gioco responsabile ahaha si sono proprio parati il culo

io cambierei il livello di sicurezza fossi in voi da "molto alto" a "state alla larga"

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.