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

I wish to file a formal complaint due to multiple irregularities and a total lack of attention from this platform.

Complete lack of response: I've sent several emails and support requests without receiving any reply. The promised VIP area doesn't respond or provide any real assistance.

Promised bonuses that are not delivered: Bonuses are advertised but are not subsequently credited or honored as promised. There is no explanation or effective customer service channel.

Difficulty withdrawing money: The withdrawal process is extremely complex and opaque, creating the feeling that it is deliberately obstructed.

Account closure request ignored: I have formally requested the permanent closure of my account and my self-exclusion, and to date no one has responded or carried out the procedure.

If the platform is not going to honor the offered bonuses, there should at least be a formal response and they should proceed immediately to close my account.

Solicitous:

Definitive and immediate closure of my account.

Written confirmation of my self-exclusion.

Clear explanation regarding the bonus offered.

Formal response regarding the status of my withdrawals.

The lack of communication is unacceptable and generates total distrust.

Deseo presentar una queja formal debido a múltiples irregularidades y falta total de atención por parte de esta plataforma.

Falta absoluta de respuesta: He enviado varios correos y solicitudes de soporte sin recibir ninguna contestación. El área VIP prometida no responde ni brinda asistencia real.

Bonos prometidos que no se cumplen: Se promocionan bonos que posteriormente no son acreditados o no se respetan según lo ofrecido. No existe explicación ni canal de atención efectivo.

Dificultad para retirar dinero: El proceso de retiro resulta extremadamente complejo y poco transparente, generando la sensación de que se obstaculiza deliberadamente.

Solicitud de cierre de cuenta ignorada: He solicitado formalmente el cierre definitivo de mi cuenta y mi autoexclusión, y hasta la fecha nadie ha respondido ni ejecutado el procedimiento.

Si la plataforma no va a cumplir con los bonos ofrecidos, al menos debería existir una respuesta formal y proceder de inmediato al cierre de mi cuenta.

Solicito:

Cierre definitivo e inmediato de mi cuenta.

Confirmación escrita de mi autoexclusión.

Explicación clara respecto al bono ofrecido.

Respuesta formal sobre el estado de mis retiros.

La falta de comunicación es inaceptable y genera total desconfianza.

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Dear player,

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 specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at attila.g@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Attila

Dear RamonaPetra,

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.

Dear Sir/Madam, I wish to leave the system. Because of situations like this, you can see that I am earning over 7,000,000. I have attached the video that clearly shows this. This past month I bet over 20 million. When you lose and have problems, there is never any response. Now that I am winning, they don't recognize the winnings. So, obviously, one wants to leave a place that doesn't recognize your winnings. Video attached.

ESTIMADO QUIERO MI SALIDA DEL SISTEMA POR SITUACIONES COMO ESTA PUEDES VER QUE ESTOY GANANDO MÁS DE 7.000.000 TE ADJUNTO EL VIDEO DONDE MUESTRA CLARAMENTE, ESTE ÚLTIMO MES APOSTÉ MÁS DE 20 MILLONES CUANDO PIERDES Y TIENES PROBLEMAS NUNCA EXISTEN RESPUESTA AHORA QUE ESTOY GANANDO NO RECONOCEN LAS GANANCIAS ENTONCES OBVIO QUE UNO QUIERE SALIR DE UN LUGAR QUE NO RECONOCE TUS GANANCIAS ADJUNTO VIDEO

Hello,

I would like to add a new piece of background information to the complaint that is already open.

I received a new response from the casino's VIP account manager (Roberto). In his email, he states that the winnings obtained during the session cannot be converted into real money because the wagering requirement (rollover) has not yet been met. According to him, the current progress is 27,697.2 / 4,000,000.

However, this argument does not address the central point of the case.

In the images and videos I sent, it is clearly observed that during the session the volume of play was much higher, reaching amounts close to 10,000,000, and subsequently a visible balance close to 5,000,000.

If the wagering requirement indicated by the casino is 4,000,000, the values ​​observed in the session seem to demonstrate that this requirement should have been met or, at least, that the rollover calculation needs a clear technical explanation.

So far the casino has not provided a concrete explanation of how that progress is calculated or why the game showed winnings close to CLP 5,534,001.

I am also attaching the casino's most recent response for consideration in the case analysis.

Thank you so much for your help.

[Redacted]

Hola,

Quisiera agregar un nuevo antecedente a la queja que ya se encuentra abierta.

Recibí una nueva respuesta del gerente de cuentas VIP del casino (Roberto). En su correo indica que las ganancias obtenidas durante la sesión no pueden convertirse en dinero real porque el requisito de apuesta (rollover) aún no estaría cumplido. Según él, el progreso actual sería de 27.697,2 / 4.000.000.

Sin embargo, este argumento no responde al punto central del caso.

En las imágenes y videos que envié se observa claramente que durante la sesión el volumen de juego fue muy superior, alcanzando montos cercanos a 10.000.000, y posteriormente un saldo visible cercano a 5.000.000.

Si el requisito de apuesta indicado por el casino es de 4.000.000, los valores observados en la sesión parecen demostrar que ese requisito debería haberse cumplido o, al menos, que el cálculo del rollover necesita una explicación técnica clara.

Hasta ahora el casino no ha entregado una explicación concreta sobre cómo se calcula ese progreso ni por qué el juego mostró ganancias cercanas a CLP 5.534.001.

Adjunto también la respuesta más reciente del casino para que sea considerada en el análisis del caso.

Muchas gracias por su ayuda.

[Redacted]

Dear Player

Thank you for your reply.

Although I understand your frustration, we are not in a position to force casinos to close players' accounts unless they express gambling problems. The easiest solution is to unsubscribe from all communications with the casino and stop using the account. The vast majority of online casinos close inactive accounts sooner or later anyway.

As for the technical issue, could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to attila.g@casino.guru? Have you stopped playing right after the incident?

Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Thank you in advance for your understanding.

Best regards,

Attila

Dear RamonaPetra,

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,
Attila
Casino.Guru