Legiano Casino - La cuenta del jugador ha sido reabierta a pesar de la solicitud de cierre.

Hello,

I requested permanent account closure from Legiano Casino due to my gambling addiction. I explicitly stated that I am a gambling addict and wish for my account to be permanently closed. Furthermore, I expressly indicated that I do not want to be allowed to open a new account or reopen my existing one.

The casino initially complied with my request and closed my account. However, I was later able to easily reopen it within minutes via live chat. In my view, this contradicts fundamental player protection measures, especially since I had explicitly disclosed my gambling addiction.

For this reason, I request a full refund of my deposits amounting to €3,689 and the permanent closure of my account without any possibility of reopening.

I am attaching the relevant screenshots of the communication with the casino as proof.

Best regards

Hallo,

ich habe bei Legiano Casino aufgrund meiner Spielsucht um eine dauerhafte Kontoschließung gebeten. Dabei habe ich ausdrücklich erklärt, dass ich spielsüchtig bin und eine endgültige Schließung meines Kontos wünsche. Zudem habe ich ausdrücklich darauf hingewiesen, dass ich nicht möchte, dass mir die Eröffnung eines neuen Kontos oder die Wiedereröffnung des bestehenden Kontos ermöglicht wird.

Das Casino ist meiner Bitte zunächst nachgekommen und hat mein Konto geschlossen. Allerdings konnte ich das Konto später innerhalb weniger Minuten problemlos über den Live-Chat wieder eröffnen lassen. Dies widerspricht aus meiner Sicht den grundlegenden Spielerschutzmaßnahmen, insbesondere nachdem ich meine Spielsucht ausdrücklich mitgeteilt hatte.

Aus diesem Grund bitte ich um eine vollständige Rückerstattung meiner Einzahlungen in Höhe von 3.689 € sowie um die dauerhafte Schließung meines Kontos ohne jede Möglichkeit einer Wiedereröffnung.

Die entsprechenden Screenshots der Kommunikation mit dem Casino füge ich als Nachweis bei.

Mit freundlichen Grüßen

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Legiano Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you unsubscribed from the casino's marketing communication? (newsletters, ads)
• Have you asked the casino to refund you due to failed player protection? What response have you received?
• Send the casino's response to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hi Tomas,

i am unsubscribed from the Marketing Communication

i did ask about the refund, they declined it TODAY i will post the sceeenshot and forward u the email.

I also forwarded you all the emails.

Dear Tomas,

You will also find proof of payment attached.

with

Lieber Tomas,

anbei findest du auch Zahlungsnachweise.

mit

Dear Cisko,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.v@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Cisko,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Legiano Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Dear All,

Thank you for contacting us.

Following a comprehensive review of the correspondence history, we would like to clarify that the player contacted support on June 22, 2026, requesting the reactivation of their account.

In response to this request, we explicitly asked for confirmation of reopening to the player with the following message:

"In accordance with Section 4.1 of our General Terms and Conditions, we ask you to confirm—prior to the reactivation of your account—that you have your gaming habits under control and are aware of the available responsible gaming tools."

The player subsequently provided their affirmation, replying: "I confirm"

In addition, We would like to draw your attention to the following points of the General Terms and Conditions:

4.1: By opening an account on our Website and by using our Website you warrant that:

<...>

you do not have a gambling addiction, you don’t use the Website under the influence of alcohol, drugs or other substances;

<...>

6.6.2: No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

Therefore, according to the aforementioned article and considering that We have followed the Responsible Gambling procedures We are forced to decline the refund request.

We trust this clarifies the matter.

Best Regards,

Legiano Casino Team

Dear Legiano Casino Team,

You can't seriously claim that you have followed the guidelines for responsible gaming.

If a player requests the permanent closure of their account due to gambling addiction, the casino is not permitted to reopen that account, regardless of what the player later says, requests, or confirms. Otherwise, such a protective measure would be entirely pointless.

According to your argument, players like myself have virtually no way to effectively close an account due to gambling addiction if it can be easily reopened afterwards. In that case, it makes no difference whether a player explicitly declares to be a gambling addict.

No reputable online casino will reopen an account that has been closed due to gambling addiction. Any such request will be rejected, and the player will be informed that closure due to gambling addiction is permanent. This is precisely what player protection and responsible gaming are all about.

What you did, however, contradicts this principle. A player who excludes themselves due to gambling addiction should be protected from themselves. Reopening such an account within minutes clearly undermines this protective principle.

Best regards

Liebe Legiano Casino Team,

Sie können doch nicht ernsthaft behaupten, dass Sie sich an die Richtlinien für verantwortungsvolles Spielen gehalten haben.

Wenn ein Spieler aufgrund einer Spielsucht um eine dauerhafte Schließung seines Kontos bittet, dann darf das Casino dieses Konto nicht wieder eröffnen unabhängig davon, was der Spieler später sagt, bittet oder bestätigt. Andernfalls würde eine solche Schutzmaßnahme überhaupt keinen Sinn ergeben.

Nach Ihrer Argumentation haben Spieler wie ich praktisch keine Möglichkeit, ein Konto wegen Spielsucht wirksam schließen zu lassen, wenn es anschließend problemlos wieder eröffnet werden kann. Dann macht es auch keinen Unterschied, ob ein Spieler ausdrücklich erklärt, spielsüchtig zu sein.

In keinem seriösen Online-Casino wird ein Konto, das aufgrund von Spielsucht geschlossen wurde, wieder eröffnet. Ein entsprechender Antrag wird abgelehnt, und dem Spieler wird mitgeteilt, dass eine Schließung wegen Spielsucht dauerhaft ist. Genau das ist Spielerschutz und verantwortungsvolles Spielen.

Was Sie hingegen getan haben, widerspricht diesem Grundsatz. Ein Spieler, der sich selbst wegen Spielsucht ausschließt, sollte vor sich selbst geschützt werden. Die Wiedereröffnung eines solchen Kontos innerhalb weniger Minuten steht diesem Schutzgedanken eindeutig entgegen.

Mit freundlichen Grüßen

Since your response somewhat annoyed me, I did some research and found a very similar complaint on Casino Guru. There, you essentially admitted yourself that it is wrong to reopen an account that was previously closed due to gambling addiction, even if the player explicitly requests and confirms this. This is also demonstrated by the fact that you ultimately refunded the disputed amount to the player in question.

Here you can find the relevant complaint: https://de.casino.guru/beschwerden/legiano-casino-das-spielerkonto-wurde-nach-der-sperrung

Da mich Ihre Antwort etwas verärgert hat, habe ich ein wenig recherchiert und auf Casino Guru eine sehr ähnliche Beschwerde gefunden. Dort haben Sie im Wesentlichen selbst eingeräumt, dass es falsch ist, ein Konto wieder zu eröffnen, das zuvor aufgrund von Spielsucht geschlossen wurde selbst dann, wenn der Spieler dies ausdrücklich wünscht und bestätigt. Dies zeigt sich auch daran, dass Sie dem betroffenen Spieler den strittigen Betrag letztendlich zurückerstattet haben.

Hier finden Sie die entsprechende Beschwerde: https://de.casino.guru/beschwerden/legiano-casino-das-spielerkonto-wurde-nach-der-sperrung

Dear Legiano Casino Team,

Thank you for your reply. There are some important things that I believe should be mentioned. The player has clearly requested a permanent closure of their account due to gambling addiction, and it appears that the account was reopened only a few days thereafter. A brief confirmation regarding the player's gambling habits being under control does not, by itself, assure that a thorough responsible-gambling assessment was conducted before reversing the exclusion. Moreover, the player asked for the account closure to be permanent. Therefore, the account should not have been opened at all.

Furthermore, I kindly ask you to reconsider the refund request based on the player's documented net losses following the account's reopening. The terms regarding used deposits do not clarify whether such deposits should have been permitted after the recent permanent self-exclusion due to gambling addiction. Thank you very much for your attention to this matter and for your cooperation.

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.

Hello dear Michal,

I don't want to seem impatient, but I would like to address a few points.

The casino is clearly ignoring me and my messages. This matter has been dragging on since June 29, 2026. Aside from the closure of my account and notification that my request is being processed, I have received no response whatsoever regarding a solution to my problem.

Even worse, my messages have been completely ignored since July 5, 2026. The last reply I received was on July 8, 2026, in which I was again informed that my request was being reviewed. Since then, all my messages have been ignored.

I consider such behavior highly unprofessional and disreputable, especially for someone like this.

Attached you will find screenshots that confirm my statements.

Hallo lieber Michal,

ich möchte nicht ungeduldig wirken, jedoch möchte ich einige Punkte ansprechen.

Das Casino ignoriert offensichtlich mich und meine Nachrichten. Die Angelegenheit zieht sich bereits seit dem 29.06.2026 hin. Außer der Schließung meines Kontos und der Mitteilung, dass meine Anfrage bearbeitet wird, habe ich keinerlei Antwort bezüglich einer Lösung meines Problems erhalten.

Noch schlimmer ist, dass meine Nachrichten bereits seit dem 05.07.2026 vollständig ignoriert werden. Die letzte Antwort habe ich am 08.07.2026 erhalten, in der mir erneut mitgeteilt wurde, dass meine Anfrage geprüft wird. Seitdem werden sämtliche Nachrichten von mir ignoriert.

Ein solches Verhalten halte ich für sehr unseriös und unprofessionell, insbesondere für so

Anbei finden Sie Screenshots, die meine Aussagen bestätigen.

Dear Michal,

Is there any update from the casino? Is there maybe a way you can intern get in contact with them?

thanks in Advance

Dear All,

Thank you for your feedback. We have escalated the matter to our management, and an internal review of your case is currently underway.

We are awaiting a formal response from the relevant department.

We appreciate your patience and understanding as we work toward a resolution, and we will provide a comprehensive update as soon as possible.

Best regards,

Legiano Casino Team

Dear Legiano Casino,

Thank you for your continued attention to this case. We will be waiting for your updates.

Dear Michal,

This has caused me significant financial damage. I don't know how much more time the casino will need to fully review the case. I've already sent you proof of how long this has been going on.

This complaint alone was only forwarded to management after 2.5 weeks. Why? I hope the process can be expedited somehow.

Lieber Michal,

mir ist hierdurch ein großer finanzieller Schaden entstanden. Ich weiß nicht, wie viel Zeit das Casino noch benötigt, um den Fall endgültig zu überprüfen. Ich habe dir bereits als Nachweis geschickt, seit wann diese Geschichte schon läuft.

Allein diese Beschwerde wurde erst nach 2,5 Wochen an das Management weitergeleitet,warum? Ich hoffe, man kann den Prozess irgendwie beschleunigen.

Dear Michal,

I find the situation somewhat absurd at this point. The casino is clearly exploiting the complaint period to drag out the proceedings for whatever reason. This seems very unprofessional.

The responses are always submitted shortly before the deadline, and even then, not always. The deadline has already been extended once, and even within this extended period, the response only arrived on the very last day. This gives the impression that the casino is simply trying to buy time instead of seriously working on a solution.

Furthermore, all my messages are being ignored and the case has now been unresolved for over a month.

I hope that Casino Guru has other options for proceeding instead of constantly giving the casino more time. Otherwise, I get the impression that the process will be delayed indefinitely without any real effort being made to find a solution.

Best regards

Sehr geehrter Michal,

ich finde die Situation mittlerweile etwas absurd. Das Casino nutzt die Beschwerdefrist offensichtlich immer wieder aus, um das Verfahren in die Länge zu ziehen aus welchem Grund auch immer. Das wirkt sehr unprofessionell.

Die Antworten werden stets erst kurz vor Ablauf der Frist abgegeben, und selbst dann nicht immer. Die Frist wurde bereits einmal verlängert, und selbst innerhalb dieser verlängerten Frist erfolgte die Antwort erst am allerletzten Tag. Dadurch entsteht der Eindruck, dass das Casino lediglich Zeit gewinnen möchte, anstatt ernsthaft an einer Lösung zu arbeiten.

Hinzu kommt, dass sämtliche meiner Nachrichten ignoriert werden und der Fall nun seit über einem Monat ohne Lösung besteht.

Ich hoffe, dass es seitens Casino Guru noch andere Möglichkeiten gibt, vorzugehen, anstatt dem Casino ständig weitere Zeit einzuräumen. Andernfalls habe ich den Eindruck, dass sich das Verfahren unbegrenzt hinauszögern lässt, ohne dass eine tatsächliche Lösung angestrebt wird.

Mit freundlichen Grüßen

Dear Cisko,

The response timeframes apply equally to both you and the casino and should be respected by all parties. However, please rest assured that if I have reason to believe the casino is abusing these timeframes, I will address the matter accordingly.

Dear Michal,

I fully understand your point, and I do not mean to sound disrespectful at all. However, I do not believe the casino is going to respect this timer either, as there is still no response, and I do not think one will arrive within the next 19 hours. This would make it the second time that the casino has failed to respect the deadline without providing any explanation.

I have also provided a lot of information regarding how long this issue has been ongoing and how the casino has been ignoring all of my messages. After such a long period of time, a "trusted casino" should, in my opinion, at least make an effort to prioritize the case in order to obtain a response from management more quickly. Alternatively, they should keep us better informed about the status of the case and actively work toward resolving the issue.

Kind regards

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 All,

We hope this message finds you well.

Following a thorough review of the claim, We are pleased to offer EUR 3,689 as a gesture of goodwill in final resolution of this complaint.

We have contacted the player directly via their registered email address to request the bank details required to initiate the payment.

Thank you for your patience while we investigated this matter.

Kind Regards,

Legiano Casino Team

Dear Legiano Casino Team,

i replied to your E-Mail and have sent all the Bank Details you need.

Dear Cisko,

Please let me know here as soon as you receive the payment. I will be waiting for your update.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Cisko,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal