Legiano Casino - Se ignora la solicitud de cierre de cuenta del jugador.

Shocked this website has such a positive rating.

Since 4/14 I had asked for my account to be closed stating I need it closed immediately and that I have a gambling problem.

I have heard nothing back from support despite my many messages… but it gets worse. VIP reached out talking about future promotions and incentives to get me to stay…… mind blowing stuff.

I of course replied to this again stating to close my account and that I have a gambling problem and no reply.

I went to live chat a few times begging and pleading them to close but of course they "can’t" but they assure me they will escalate and get it closed.

I have screenshot evidence of all of this. I never got a reply from support ever and it’s even sadder that the VIP department reaches out to further entice me to stay despite my request for closure.

This is brutally wrong and they are not following safe gambling procedures. They haven’t replied in over a week despite the VIP reach out and I had sent over 5 emails for it to get closed.

Dear neveragain2025,

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.

• Could you please share with me the emails in which you informed the casino about suffering from gambling problems and the responses you received from the casino?
• Is your player's account currently closed?
• Send emails or chat transcripts 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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Thanks for the reply Tomas.

-Will send you all the emails I sent them to your email. I wrote to support asking them to close my account. I wrote to someone named Mayla after my account creation as I never even received my sports bonus after following the T&Cs. I continued writing to support and would get automated emails that the request was being reviewed. I then REPLIED to VIP (which was the first reply I ever got from them) stating I have a gambling problem and asking for account closure and no reply until yesterday. That was sent 4/17, I was even called by them after this email was sent which is bananas.

-my account is not currently closed because I have 0.06 in my account lmao. Their first ever reply about my gambling problems was 4/21 despite my 6 emails about account closure happened on 4/14. Again live chat "helped" saying they would escalate this, I got an automatic email saying my request was being reviewed, then and worst of all VIP gets involved trying to get me to stay… that was intentional.

-sending screenshots to your email

thanks for your help. I would like deposits returned from initial request of account closure

Thank you very much, neveragain2025, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Hey Jakub, please loop in the casino as quickly as possible. I’ve followed up with them a few times continuing to demand my account to be closed and since have lost more money due to their cruel and blind handling of responsible gambling policies. Thanks for your help

Just lost more money. This is the only site that won’t close my account. Please help

Dear neveragain2025,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Legiano Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Legiano Casino,

Could you please provide detailed information regarding this case and clarify why the player's account remains open, despite multiple self-exclusion requests submitted due to a gambling problem?

Thank you in advance for your response!

Best Regards,

Kubo

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.

Can’t say I’m shocked they haven’t replied yet… they should be investigated and their rating should be heavily impacted.

Can I forward you an email of them closing my account finally lmao. Took them well over a month and not addressing any of my cries for help. This can’t be from a casino with a high safety index rating. Please continue to assist and let me know if I can forward them the thread with myself asking repeatedly for the account to be closed… it’s not right

Dear rok1rok,

I hope this message finds you well.

We truly appreciate your understanding and apologize for any trouble this situation may have caused.

We're currently looking into this matter and will get back to you with a thorough response as soon as we can.

Thank you so much for your patience and support while we work to resolve this issue.

Kind regards, 

Legiano Casino Team

I’m not sure who ‘rok1rok’ is but thank you for responding and looking into this serious matter.

Dear  rok1rok,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

Legiano Casino Team

@kubo

i am working with them on a settlement. The initial offer was 50% of my deposits and I’m not sure when they are dating this because the math is completely off. On top of that 50% is not acceptable. Will keep you updated.

appreciative they reached out but this was not close to acceptable

Dear rok1rok,

Thank you for your patience while we wait for updates from the relevant department.

We will notify you as soon as there are updates.

Best regards,

Legiano Casino Team

Dear rok1rok,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

Legiano Casino Team

Dear neveragain2025,

Could you kindly forward me the correspondence with the casino regarding the current refund offers to my email address at jakub.m@casino.guru?

Thank you.

Forwarding thread now, thanks Kubo

Haven’t heard back from them in a few days

Dear neveragain2025,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

Legiano Casino Team

Please reply asap so we can close this @legiano

Dear neveragain2025,

I hope this message finds you well.

We would like to inform you that your refund will be processed promptly, and you will receive your payment at the earliest opportunity.

Thank you for cooperation.

Best regards, 

Legiano Casino Team

Dear Legiano Casino,

Thank you for the update.

Dear neveragain2025,

As confirmed by the casino, the refund will be processed and should arrive in the coming days. Kindly let me know once the funds have been received.

Thank you.

Will let you know when funds have been received… hope it’s soon.

Thanks

Dear neveragain2025,

I hope this message finds you well.

We are pleased to inform you that your refund has been successfully completed on May 31, 2025.

Thank you for cooperation.

Best regards, 

Legiano Casino Team

Still no money yet 🙂

Hey team, I have received the money. Thanks to casino guru the team at Legiano for the settlement. I am satisfied with the outcome

Hello neveragain2025,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear neveragain2025,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best Regards,

Kubo