LegendPlay Casino - La cuenta del jugador ha sido cerrada sin explicación.

Hello, I would like to report a serious issue with LegendPlay.com Casino. I placed regular bets on the platform and, after accumulating a balance of approximately R$7,000 in legitimate winnings, I requested a withdrawal on May 21, 2025, as stipulated in the platform's terms and conditions. However, after my request: My account was blocked without clear explanation; I was informed that I would need to undergo a new KYC verification, even though I had previously submitted all the documents; The verification was rejected without specific reason, and the withdrawal was denied; I contacted support, but have not received any concrete answers or a solution to date. All funds were obtained through regular play with my own balance and without violating any rules. I have proof of deposit, screenshots of the withdrawal request, communication with support, and proof of the block. Therefore, I request the support of the Casino Guru team to intercede with the casino and ensure that the amount of R$7,000 is withdrawn. I thank the Casino Guru team in advance for their attention and support. Sincerely,

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• When exactly you created your account and when was it closed?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

you tell us which games you focused on—slots, live casino, sports betting, etc.? Evolution's Crazy Time Live Casino May 21, 2025, at approximately 8:00 PM local time in Brazil.

When exactly did you create your account and when was it closed? Open October 2024. Closed by the casino May 27, 2025

Did you accumulate your winnings with or without an active bonus?

it was real money .

Additional information: I had never requested KYC verification even though I had raised a large volume of bets. They only requested it after my victory, in which I got a 750x multiplier with 12 reais in chips, totaling a prize of approximately 9500.brl.



Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Good afternoon, I will forward everything I have and gather the evidence I have by email.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.

Hello carlos2711199139,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite LegendPlay Casino to join the conversation.

Dear LegendPlay Casino,

I would like to request clarification concerning the closure of the player's account. If I understand it correctly, it appears that the player did not successfully complete the KYC verification process.

I would be grateful if you could send me the pertinent evidence that resulted in this decision directly to michal.k@casino.guru.

Yes, but the main issue is that they claim that I made a deposit from a third party account, but that is not true.I presented all the requested documentation, bank statements, etc.I've been sending requests to support for over 2 months and they keep insisting that they can't do anything, that the decision has already been made and that they can't review it.And there is no transparency in this process because someone can simply take a position there that didn't pass verification and close the account and not pay the premium. I find it very strange.And their terms of use are abusive because there is no way for the player to appeal anywhere. I sent an email to the regulatory body of Anjouan, but this body is lenient. Many casinos are moving to this location due to the lack of oversight and player support for any irregularities.

Dear all, 

Please be informed that the player's account was closed due to Third party deposits, said information was found while the relevant department was verifying the account. Furthermore, we would like to draw attention to our general Terms and Conditions which state the following:

Clause 9.1:- The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

<...> using the Website for commercial purposes or in someone else’s name or interest;

engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

using any form of cheating or other means of gaining an unfair advantage or influence, including, without limitation, making use of a software error, loophole or bug, using software or hardware to automate, distort or influence the outcome of bets;

colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others; <...>

Clause 9.4:- Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

<...> immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;

permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites;

void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account; <...>

We hope this helps clarify the matter for you.

Best regards,

Legend Play Casino.

I suggest that you provide some proof of this allegation because this response is very general and the terms of use are abusive because they say that I can cancel a customer's account on a whim without any transparency and there is no transparency at all. In view of this, I call on the casino to approve these allegations.

Eu sugiro que seja apresentado alguma prova referente a essa alegação Porque esta resposta ela é muito genérica E os termos de uso são abusivos porque eles é dizem que apenas por um achismo eu posso cancelar conta de algum cliente sem nenhuma transparência E não há transparência nenhuma. Frente a isso eu convido Eu convido o cassino aprovar é essas alegações

The customer is not responsible for any failure of the payment facilitator as this is the sole responsibility of the casino

O cliente não é responsável por qualquer falha do facilitador de pagamento é isso é de total responsabilidade do cassino

Dear LegendPlay Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information to me at michal.k@casino.guru

And according to term 6.1 which says ( by opening an account on the site you agree that the financial transactions linked to your account will be processed directly by the company, a payment system operator or a third party designated by the company to carry out this activity).

This reinforces what I said earlier about possible errors on the part of this facilitator

Information payments are the responsibility of the casino and not the customer

E de acordo com o termo 6.1que diz ( ao abrir uma conta no site você concorda que as operações financeiras vinculadas a sua conta serão processadas diretamente pela empresas, um operador de um sistema de pagamentos e ou por um terceiro designado pela empresa para realizar esta atividade.)

O que reforça o que disse anteriormente eventuais erros por parte desse facilitador

De pagamentos de informações e de responsabilidade do cassino e não do cliente

Dear all,

Please be informed that we are currently in the process of collecting the necessary information and documentation to provide the relevant evidence for your case.

Once this information has been obtained and reviewed, we will follow up with you promptly with our response.

Best regards,

Legend Play Team.

Dear Michal,

Please be informed that we have forwarded all relevant evidence regarding this case to your email.

We hope you can review it at your earliest convenience.

Best regards,

Legend Play Team.

Dear Legend Play Team,

Thank you for the email with the additional information and evidence.

Dear carlos2711199139,

I have sent you an email and am looking forward to your clarification.

I've just replied with the information you requested

Acabei de responder com informações solicitadas

Dear carlos2711199139,

Thank you for your emails with the additional information. I will continue with my dialogue with the LegendPlay Casino Team.

Dear LegendPlay Casino Team,

I have sent you an email and am awaiting your response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Michal,

We would like to clarify once again the circumstances regarding the transactions in question. The records show that the funds were received and that nearly the entire amount was used on the same day to make deposits into the casino.

Regardless of whether the source of the funds is a relative or not, it remains a third-party transaction. Considering the amount involved, the timeline of activity, and the repeated pattern whereby the customer received several transactions from this third party and immediately used those funds for casino deposits, we believe these factors collectively justify the measures taken to protect the casino.

On this basis, the activity has been deemed collusion, and the actions taken are consistent with our responsibility to safeguard the integrity of our platform.

Best regards,

Legend Play Team.

Dear Sirs,

I hereby submit my formal objection to the restrictive measures applied to my account, on the grounds of collusion and the use of third-party transactions.

Initially, I would like to point out that there has been no collusion or conduct that constitutes a violation of the platform's Terms and Conditions. All the deposits made were of lawful and legitimate origin and can be proven by bank documents and statements attesting to the origin of the funds.

Furthermore, it should be noted that the mere coincidence in time between the receipt of the amounts and the making of deposits cannot, in itself, support the presumption of irregularity. The principle of objective good faith, applicable to contractual and consumer relations, must be observed, ensuring that the player is not penalized disproportionately or without concrete evidence of fraud.

The interpretation that such transactions would constitute "third-party activity" lacks a consistent legal basis, especially when there is no proof that these operations were carried out with the intention of damaging the integrity of the platform. On the contrary, such an understanding unfairly burdens consumers, restricting their right to access the amounts deposited and the profits legitimately made.

In view of the above, I request an immediate reassessment of the case, with the revocation of the measures applied, the full release of my funds and the full restoration of my account. I would also like to point out that I am fully willing to cooperate by sending any additional documents and information that may be necessary to prove the regularity of the transactions.

In the expectation of a swift and fair solution, I reiterate my confidence that the analysis will reconsider the good faith that has guided all my transactions.

Att

Carlos E***** R******

*sensitive information edited by Casino Guru Admin

Prezados Senhores,

Venho, por meio desta, apresentar minha contestação formal em relação às medidas restritivas aplicadas à minha conta, sob a alegação de conluio e utilização de transações de terceiros.

Inicialmente, ressalto que não houve qualquer prática de conluio ou conduta que configure violação dos Termos e Condições da plataforma. Todos os depósitos realizados tiveram origem lícita e legítima, podendo ser comprovados por meio de documentos bancários e declarações que atestam a procedência dos recursos.

Ademais, cumpre destacar que a mera coincidência temporal entre o recebimento dos valores e a realização de depósitos não pode, por si só, sustentar a presunção de irregularidade. O princípio da boa-fé objetiva, aplicável às relações contratuais e consumeristas, deve ser observado, assegurando que o jogador não seja penalizado de forma desproporcional ou sem provas concretas de fraude.

A interpretação de que tais transações configurariam "atividade de terceiros" carece de fundamento jurídico consistente, sobretudo quando não há demonstração de que tais operações tenham sido realizadas com intuito de lesar a integridade da plataforma. Tal entendimento, ao contrário, onera injustamente o consumidor, restringindo seu direito de acesso aos valores depositados e aos ganhos legitimamente obtidos.

Diante do exposto, requeiro a imediata reavaliação do caso, com a revogação das medidas aplicadas, a liberação integral de meus fundos e o restabelecimento pleno de minha conta. Ressalto, ainda, minha total disposição em cooperar com o envio de documentos e informações complementares que se façam necessários para comprovar a regularidade das transações.

Na expectativa de solução célere e justa, reitero minha confiança de que a análise reconsiderará a boa-fé que pautou todas as minhas operações

Att

Carlos E***** R******

*sensitive information edited by Casino Guru Admin

I would like to point out that with these measures the casino is misappropriating funds that do not belong to it. I was the one who placed the bet and I was the one who won the prize

Saliento com tais medidas o cassino está se apropriando indevidamente de fundos que não o pertence. Quem apostou fui e quem ganhou o prêmio fui eu

Thank you for the information and evidence, Legend Play Casino.

Dear carlos2711199139,

I have carefully examined the statements you submitted, along with the information and evidence provided by the casino team; however, I sadly don’t have positive news for you.

While in general, transactions between family members or friends typically do not present issues; however, in your situation, the specifics of the transactions involved unfortunately correspond with strategies that activate anti-money laundering measures, and they may be viewed as third-party transactions.

Given the timeline of activities and the recurring pattern in which you received multiple transactions from this third party and subsequently utilised those funds for casino deposits, it regrettably cannot be regarded as a mere coincidence. The casino team acted in accordance with industry-standard practices for anti-money laundering policies and the regulations they have previously outlined to you, which are detailed in their terms and conditions that you accepted upon opening your account. Regrettably, there is nothing further that can be done from our end regarding this issue, as the casino team has not done anything that we would consider unfair.

Because of this, we sadly have no other option than to close your complaint as rejected - unjustified.

You are certainly entitled to disagree with this assessment and may reach out to the casino's relevant regulatory body if you still feel justified in your position; however, we are unable to assist you further in this regard.

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, and we will try our best to help.

Regards,

Michal

Casino Guru