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

Liebes Casino Guru Team,

ich wende mich an Sie mit der Bitte um Prüfung Ihrerseits bzw. Unterstützung.

Ich lebe in ?sterreich und litt im letzten Jahr ein mehrmonatiges Spielsuchtproblem mit finanziellem Schaden.

Ich nahm letztes Jahr die professionelle Hilfe einer entsprechenden Therapiestelle für Spielsucht in Anspruch und konnte dadurch mein Spielsuchtverhalten beenden.

Als weitere Ma?nahme setzte ich die Kontosperrung/Selbstausschluss bei Online Casinos.

Im November 2024 hatte ich die Kontosperrung beim Legiano Casino via E-Mail beantragt und das Casino best?tige, dass mein Spieleraccount gesperrt wurde.

Seit Januar 2025 erhalte ich monatlich Mails vom Legiano Casino mit dem Inhalt, dass Bonusguthaben oder Freispiele auf meinem Konto gutschrieben wurden. Ich wollte in keinen weiteren Kontakt mit dem Casino treten und habe die Mails ignoriert bzw. als Spam gefiltert.

Am 29.04. wurde mir erneut eine Mail mit dem Hinweis auf Freispiele zugesandt und in einem schwachen Moment klickte ich auf den Link und konnte feststellen, dass mein Spielerkonto nicht deaktiviert ist und es m?glich ist mich bei der Casinosite anzumelden. Ich nahm die Freispiele in Anspruch und es kam zu einem kleineren Gewinn und darauffolgenden Verlust.. Ich verfiel in alte Muster und t?tigte mehrere Einzahlungen mit st?ndigem Verlust, bis ich selbst die Rei?leine zog und mein Verhalten sofort beendete. Die Summe der Einzahlung betr?gt ca. 480,- Euro.

Ich kontaktierte heute nochmals den Kundendienst vom Legiano Casino und wies darauf hin, dass mein Konto gesperrt sein sollte und forderte erneut die Kontosperrung sowie Rückerstattung der gestrigen Einzahlungen.

Die Antwort vom Kundendienst ist für mich sehr unverst?ndlich und ausweichend. Es wird auf ungültiges Spielguthaben hingewiesen und bittet mich um Zustimmung durch eine Antwort auf die E-Mail.

An diesem Punkt stehe ich jetzt und bitte Sie h?flichst um Ihre Unterstützung.

Vielen Dank für Ihre Mühe!

LG

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

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

Hallo Tomas,

vielen Dank.

K?nnen Sie mir bitte mitteilen, ob Ihr Konto gesperrt wurde oder ob Sie noch darauf zugreifen k?nnen?

Nein, mein Konto wurde nicht gesperrt und ich kann darauf zugreifen.

Haben Sie die E-Mail, die Sie am 1. Mai vom Casino erhalten haben, weiterverfolgt und den Selbstausschluss aufgrund von Spielproblemen best?tigt, unabh?ngig von Ihrem aktuellen Guthaben im Casino?

Nein, ich habe auf die letzte E-Mail vom 1. Mai (wurde als Screenshot übermittelt) nicht beantwortet (wegen der Zustimmung bzgl. des ungültigen Spielguthabens). Allerdings w?re es mir sehr wichtig mein Spielerkonot dauerhaft zu sperren zu lassen.

K?nnen Sie uns bitte mitteilen, wann Ihnen das Casino das letzte Mal eine Einzahlung erlaubt hat?

Meine letzten Einzahlungen waren am 30.4. und 01.05.

Ben?tigen Sie hierzu noch weitere Infos?

Vielen Dank für Ihre Mühe!

LG

robert_z

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.

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

Hallo Tomas,

aktuell ist es mir m?glich mich mit meinem Konto anzumelden. Ich habe einen Selbstausschluss erneut beantragt und warte auf Antwort des Casinos.

Vielen Dank für Ihre Mühe!

LG

robert_z

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.

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.

Hi Robert, you can send it to me directly at [email protected] and I will internally upload it amongst the evidence for this case. :)

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

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.

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

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.

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

Hallo Matej,

ja, es wurde alles zu meiner Zufriedenheit geregelt. Die Summe der letzten Einzahlungen in der H?he von 480,- wurden rückerstattet. Des Weiteren ist mein Spielerkonto geschlossen und ich erhalte keine Werbung bzw. Bonunsangebote mehr.

Vielen Dank für Ihre Mühe!

LG

robert_z

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