I've asked several times to have my casino account permanently blocked. However, they don't seem to be taking my request seriously. I continue to receive emails and text messages, even though I've clearly stated that I don't want to play anymore and don't want any further contact.

I find it very disappointing that my requests are being ignored. I want my account permanently closed and blocked—with no possibility of ever reopening it. I also don't want to receive any more messages from this casino.

Ich habe schon mehrfach darum gebeten, dass mein Konto im Casino dauerhaft gesperrt wird. Trotzdem wird das anscheinend nicht ernst genommen. Ich bekomme weiterhin E-Mails und SMS, obwohl ich klar gesagt habe, dass ich nicht mehr spielen will und keinen Kontakt mehr wünsche.

Ich finde es sehr entt?uschend, dass meine Anfragen ignoriert werden. Ich m?chte, dass mein Konto endgültig geschlossen und gesperrt wird – ohne die M?glichkeit, es je wieder zu ?ffnen. Au?erdem will ich keine Nachrichten mehr von diesem Casino erhalten.

Dear sprite2022,

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 [email protected].

Thank you in advance for your cooperation.

Best regards,

Veronika

I'm having a problem with the game. Unfortunately, I don't have any screenshots ??.

Ich habe ein Spielproblem. Leider verfüge ich über keine Screenshots ??.

I’m sorry, but without any emails, chat transcripts, screenshots, or other evidence confirming your self-exclusion request to the casino, we’re unable to assist you in obtaining a refund for your lost deposits. What we can do, however, is help you proceed with a proper self-exclusion moving forward.

When requesting self-exclusion, it’s very important to clearly state the reason for your request and specify the desired duration. Please also ensure that the subject of your email is easy to identify, as casino support teams receive a high volume of messages daily. A well-marked and clear request is more likely to be noticed and granted promptly. I also strongly advise saving a copy of your self-exclusion request for your own records.

Here’s an example you can follow:

Email subject: Self-exclusion due to gambling addiction

Player information:

First name:

Last name:

Date of birth:

Casino login:

Email address:

Email body:

Greetings [Casino Name] Support Team,

I’m writing to request that my account be excluded from this casino and that I no longer receive any gambling-related marketing materials, effective immediately. I request this self-exclusion for a period of [X months/years] (or lifetime).

The reason for this request is gambling addiction.

I understand and accept that I will not be permitted to reverse this self-exclusion before the agreed period has ended.

Sincerely,

[Your Full Name]

Please send this request to the casino’s support email ([email protected]), and kindly CC me at [email protected] so we can keep a record and assist you further if needed.

Let me know if you need help with filling in or translating the template.

I sent the email ??

Habe die Email gesendet ??

The casino wrote to me that I've been banned. I'll keep an eye on whether the ban is permanent and whether I'll stop receiving emails or text messages in the future. Thank you, dear Casino Guru team ?

Das Casino hat mir geschrieben, dass ich gesperrt bin. Ich werde beobachten, ob die Sperre lebenslang ist und ob ich künftig keine E-Mails oder SMS mehr erhalte. Danke Liebes Casino Guru Team ?

Unfortunately, I received another text message…

Leider schon wieder eine SMS bekommen…

Thank you for letting me know. Could you please send me the response you received from the casino after your account was closed? ([email protected])

Attached is the screenshot of the email

Anbei der Screenshot zur Email

Yesterday I received another SMS

Gestern habe ich schon wieder eine Sms bekommen

Have you tried blocking the sender of the text messages directly on your phone? This might help prevent further promotional texts from being received.

Yes, I tried that. But unfortunately, there's no phone number listed. So it keeps coming back.

Ja, das habe ich versucht. Aber da ist ja leider keine Telefonnummer dabei. Somit kommt das immer wieder.

Have you received any more text messages from the casino after you blocked the contact?

Yes, unfortunately.

Ja leider.

Thank you very much, sprite2022, for providing all the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello sprite2022, 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.  

Thank you for your patience and cooperation in advance.

Dear all,

We appreciate your patience.

Kindly note customer's account was permenantly closed and all marketing comunication has been turned off as well.

We appreciate your understanding in this matter.

Best regards,

Legiano Team.

Thanks

Danke

Dear sprite2022,

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