hereby submit this formal complaint against the gambling operator LegendPlay.

Since March 1st, 2025, I have submitted multiple self-exclusion requests, explicitly and repeatedly asking for my account to be permanently closed immediately due to gambling addiction. However:

The company did not respond or proceed with closing my account, despite numerous emails and messages.

Since that date, I have lost over €9,500, despite already informing the operator of my vulnerable state and asking for permanent exclusion.

I received repeated responses from the operator stating that there were "technical issues" and that "the department would be notified" — yet no action was ever taken.

I also lost over €150,000 in winnings, as I canceled nearly all withdrawal requests (9 out of 10 times), a clear pattern of problematic gambling behavior, which the operator was obliged to detect and act upon.

I was never asked for ID verification, even though my account history shows extensive financial losses and unhealthy activity.

Today, May 5th, 2025, despite having sent dozens of emails and requests, my account still remains open, resulting in an additional €1,500 loss in just a few hours.

Before making these deposits today, I also contacted the live chat and once again demanded that my account be closed. I expressed my frustration that the account was still active and asked urgently to be excluded — yet again, no action was taken.

Additionally, my assigned VIP manager kept delaying my exclusion, telling me simply to "avoid using the site" instead of processing the self-exclusion request properly.

This conduct is unacceptable, dangerous, and unlawful. It violates the most basic principles of responsible gambling and exposes my mental and financial health to serious risk.

I am demanding:

1. An immediate investigation into the conduct of LegendPlay.

2. The permanent closure of my account.

3. A full refund of the money I lost after my initial self-exclusion request on March 1st, 2025.

I have in my possession all the relevant evidence, including screenshots and email records, which clearly demonstrate that the operator was fully aware of my repeated exclusion requests

Dear ELIZABETHGR,

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

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to protect the player.

On the other hand, self-exclusion represents a degree a protection. If a player successfully makes a self-exclusion, the casino agrees not to open this account, or if yes, only under particular circumstances.

• When was the last time you were in contact with casino support via live chat or via email, and what did you discuss?
• Have you informed the casino about your gambling problems recently or in the past?

I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings LegendPlay Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: http://www.kpvfaw.com/responsible-gambling-guide

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 www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com 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.

My communication on March 1st, when I requested account closure because I don't want to lose any more money, was to the VIP Legendplay email address, as I have a personal advisor. Also, on April 7th, I sent another email to my personal manager, telling him the same thing and demanding that they close me and that I don't want any bonuses because I lost any more money. The answer was that this can't be done on Monday and to contact them on Wednesday. I contacted them on Wednesday and they told me that due to technical difficulties, I can't just not use the page. I'm sure they knew that my account belonged to a problematic player, but they didn't do anything. I've sent many emails to their support, which clearly state my issue in the subject line, but nothing has happened. The last one was on May 4th, resulting in me losing even more money.

Dear Tomas,

Thank you very much for your reply and for your support.

I would like to clarify that I repeatedly asked my VIP manager at LegendPlay to immediately self-exclude my account, clearly stating that I was experiencing serious gambling issues.

Instead of respecting my request, he intentionally delayed taking action for weeks, merely telling me to "just avoid using the site" and claiming there were "technical issues" that he "couldn’t do anything about." During this period, I continued gambling and losing huge amounts of money, even though I had explicitly expressed my will to stop.

This is a clear failure to protect the player and a violation of the most basic responsible gambling practices. I had clearly asked for a permanent and immediate self-exclusion since March 1st, yet the casino failed to act.

As a result, I have lost tens of thousands of euros during this time, directly due to the casino's inaction. My account history clearly shows I was not a healthy player: repeated cancelled withdrawals, compulsive playing behavior, and escalating losses.

I kindly ask for your help in pursuing at least a partial refund of the money lost, since these losses occurred while the casino was aware that I was requesting self-exclusion and deliberately failed to enforce it.

I would like to inform you that I am still receiving promotional emails and bonuses to this day. They are ignoring me, and I have not received any response.

I would also like you to know that I contacted AskGamblers, as the casino’s website refers players to them for complaints and dispute resolution. However, AskGamblers replied that the company is not listed on their platform.

I m still receive vip offers.

my account is still open.

Thanks for the update.

• Could you please confirm you sent the self-exclusion request I recommended to you earlier?

You wrote:

I would like to clarify that I repeatedly asked my VIP manager at LegendPlay to immediately self-exclude my account, clearly stating that I was experiencing serious gambling issues.

• Could you please share these emails with me? Kindly include the responses from the casino.

I apologize for the inconvenience.

I haven't received any response from the casino.

Just 2 days ago I lost another €1500, as I can't stop on my own, waiting to be banned from a company that throws away emails.

.

Thank you very much, ELIZABETHGR, for providing the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) 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.

The company proceeded to permanently close my account and compensated me for the time the account remained active, despite my request for immediate exclusion. The matter is now considered closed.

Thank you.

Hello ELIZABETHGR, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of LegendPlay Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence.  

Thank you for your patience and cooperation in advance.

Hi Matej ,

As I said above ,

The case has been successfully resolved. The casino closed my account and compensated me for the delay.

Thanks for your support!

Dear Elisabethgr,

We are pleased to hear and confirm that a resolution has been reached through the assistance of your VIP personal manager.

We wish you all the best in the future and are happy that the matter has been resolved.

Should you need any further support, feel free to reach out to us at any time.

Best regards,

Legendplay Team

Dear ELIZABETHGR,

I am very happy to hear that your issue has been resolved, and would like to thank LegendPlay Casino Team for looking into this matter. Seems like I have missed the original message, for which I apologise, but it's better to have two confirmations, than one. :)))

We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so why not at least give it a try and see if it's any good? ;)

Lastly, as you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

www.kpvfaw.com