Legiano Casino - La solicitud de cierre de cuenta del jugador se ha retrasado.

I've been trying to close my account at this casino for months. Each time, I'm asked multiple questions about my decision, until I receive a confirmation email, which I'm supposed to receive, and it never arrives. I'd like to close my account to take a break from gambling. Attached is a sample email.

Sto tentando da mesi di chiudere l’account registrato su questo casinò, ogni volta mi fanno rispondere a molteplici domande inerenti alla mia decisione, sino a quando non dovrebbe arrivare mail di conferma di chiusura e puntualmente non arriva mai. Vorrei chiudere il mio account per prendere una pausa dal gioco. In allegato mail di esempio

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Dear Frenn14;

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the most recent account closure requests you sent to the casino, along with the casino's responses? You can send them to me at tomas@casino.guru

Thank you in advance for your cooperation.

Best regards,

Tomas

I sent her emails

Le ho inviato email

Dear Frenn14,

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, Martin (martin.l@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 Frenn14,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would also like to invite the Legiano Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? As the player has issues with gambling, please block their account as soon as possible. Afterwards, would you be able to provide us with their deposit history?

Thank you in advance for closing the account and providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru

Dear Frenn14,

Thank you for reaching out to us.

We would kindly like to apologize for the inconvenience.

Please be informed that your account now has been closed upon your request.

We thank you for your understanding and patience.

Kind regards,

Legiano team

Dear casino representative,

thank you for the update.

Dear Frenn14,

could you please confirm your account is closed and you there are no outstanding refund claims? If so, I will go ahead and close the complaint as resolved.

Dear Frenn14,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martin
Casino.Guru