The player from Austria had previously requested account closure and self-exclusion due to gambling addiction, which the casino confirmed. However, he continued to receive promotional emails and discovered that his account was still active, leading to deposits of approximately €480 after a moment of weakness. He contacted customer service for clarification and a refund for those deposits, but their responses were confusing. The issue was resolved when the casino refunded the player's last deposits of €480, closed his account, and ceased promotional communications, which was confirmed by the player.
Legiano Casino - Player’s account should be closed but isn’t.
Amount: €480
Legiano Casino
Safety Index:HighSafety Index
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8.6
Legiano Casino has a Safety Index of 8.6, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
Public
Public
2 months ago
Translation
Dear Casino Guru Team,
I am contacting you with a request for your review and/or support.
I live in Austria and last year suffered from a gambling addiction problem that lasted several months and caused financial damage.
Last year, I sought professional help from a gambling addiction treatment center and was able to end my gambling addiction.
As a further measure, I implemented account blocking/self-exclusion from online casinos.
In November 2024, I requested an account closure at Legiano Casino via email, and the casino confirmed that my player account had been closed.
Since January 2025, I have been receiving monthly emails from Legiano Casino stating that bonus funds or free spins have been credited to my account. I did not want to have any further contact with the casino and ignored the emails or filtered them as spam.
On April 29, I received another email with a link to free spins. In a moment of weakness, I clicked on the link and discovered that my player account hadn't been deactivated and that I could still register with the casino site. I claimed the free spins and made a small win, followed by a loss. I fell back into old habits and made several deposits, consistently losing, until I pulled the ripcord myself and stopped my behavior immediately. The total deposit amounted to approximately €480.
I contacted Legiano Casino customer service again today and pointed out that my account should be blocked and again requested that the account be blocked and that yesterday's deposits be refunded.
The response from customer service is very confusing and evasive to me. They point out that my game balance is invalid and ask me to agree by replying to the email.
This is where I stand now and I politely ask for your support.
Thank you very much for your effort!
LG
Automatic translation:
Public
Complaint Specialist
Public
2 months ago
Dear robert_z,
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 advise whether your account has been blocked or if it is still accessible to you?
- Have you followed up on the email you received from the casino on May 1st and confirmed self-exclusion due to gambling problems, irrespective of your current balance in the casino?
- Could you please advise when the last time the casino allowed you to deposit?
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
Public
Public
2 months ago
Translation
Hello Tomas,
Thank you.
Can you please let me know if your account has been suspended or if you can still access it?
No, my account has not been suspended and I can access it.
Did you follow up on the email you received from the casino on May 1st and confirm your self-exclusion due to problem gambling, regardless of your current casino balance?
No, I didn't respond to the last email from May 1st (sent as a screenshot) (regarding the agreement regarding the invalid game balance). However, it would be very important to me to have my player account permanently blocked.
Can you please tell us when the casino last allowed you to make a deposit?
My last deposits were on April 30th and May 1st.
Do you need further information on this?
Thank you very much for your effort!
LG
robert_z
Automatic translation:
Public
Complaint Specialist
Public
1 month ago
Thanks for your explanation.
Since you informed the casino about having a gambling addiction on May 1st, the casino, in our view, should act to protect you from further gambling and close your account.
We unfortunately don't have a reason to ask the casino to refund earlier deposits, since account closure was requested due to unrelated reasons. I apologize for not being able to help in this regard.
If the casino still hasn't processed your self-exclusion despite having no balance on your account, please let me know. I recommend you follow up with the casino regarding self-eclusion confirmation via email or live chat.
I'll await further news from you.
Public
Public
1 month ago
Translation
Hello Tomas,
I'm currently able to log in to my account. I've re-requested a self-exclusion and am waiting for a response from the casino.
Thank you very much for your effort!
LG
robert_z
Automatic translation:
Public
Complaint Specialist
Public
1 month ago
Thank you very much, robert_z, 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.
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Hello robert_z, 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 Legiano 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, and remind you that voiding balance in case of self-exclusion is against our Fair Gambling Codex, and this will have to be addressed.
Thank you for your patience and cooperation in advance.
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Hi Robert, you can send it to me directly at [email protected] and I will internally upload it amongst the evidence for this case. :)
Public
Casino representative
Public
1 month ago
Dear All,
We would like to inform you that the matter is currently under investigation by our relevant department.
As soon as we have a definitive answer, we will notify you immediately.
Thank you for your patience and understanding.
Best Regards,
Legiano team
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Thank you for the update, Legiano team, much appreciated. Please, let us know as soon as the investigation is complete, and I would alsolike to bring to your attention that voiding balance in case of self-exclusion is against our Fair Gambling Codex, and this will have to be addressed. Thanks.
Public
Casino representative
Public
1 month ago
Dear All,
We would like to inform you that we have been in direct contact with the customer, and the matter has been successfully resolved through mutual agreement.
Kind regards,
Legiano.com
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Dear robert_z, can you confirm everything has been sorted to your satisfaction, and let me know the settled amount so I can update our internal files? Thank you.
Public
Public
1 month ago
Translation
Hello Matej,
Yes, everything was resolved to my satisfaction. The sum of my last deposits, €480, was refunded. Furthermore, my player account has been closed, and I no longer receive any advertising or bonus offers.
Thank you very much for your effort!
LG
robert_z
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Dear robert_z,
I am very happy to hear that your issue has been resolved, and would like to thank Legiano Casino Team for looking into this matter. 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
