Complaint #66 Legiano Casino

Failure to comply with immediate selfexclusion request and unauthorized subsequent deposit

By veka182

1 month ago

Message on forum

Hello,

I am filing an official complaint against Legiano Casino for its flagrant failure to comply with its Responsible Gambling and self-exclusion policies. Despite multiple explicit requests driven by a severe gambling addiction, the casino continued to accept my deposits.

Here is the precise timeline of events, supported by the attached screenshots:

May 7, 2026 (01:56): I sent an initial official email to ⁠[email protected]⁠ requesting immediate self-exclusion, explicitly stating: "J’ai un grave problème de jeu et je dépense tout mon argent. Je veux une auto-exclusion le plus rapidement possible." (Translation: "I have a serious gambling problem and I am spending all my money. I want a self-exclusion as quickly as possible.")

May 7, 2026 (07:07): I received an automated acknowledgment from VIP Legiano (via Zendesk, ticket no. 49632197) confirming that my request was being reviewed by their support staff.

May 8, 2026 (12:58) & May 9, 2026 (12:39): Since no protective action was taken, I reiterated my demand for immediate exclusion and specifically demanded that they stop sending promotional emails.

The casino's severe breach of duty:

Instead of immediately blocking my access as required by regulations protecting vulnerable players, Legiano Casino left my account fully active, allowing me to make the following deposits long after they received my exclusion requests:

May 14, 2026: 4 consecutive deposits of $80.00 (Total: $320.00)

May 19, 2026: 5 consecutive deposits of $20.00 (Total: $100.00)

The total amount deposited after my formal self-exclusion request amounts to $420.00.

By failing to enforce an immediate block after I explicitly disclosed a gambling problem, the casino completely failed its duty of care. On May 19, 2026, I contacted ⁠complaints@legiano.com⁠ again to demand an immediate refund.

I am now requesting AskGamblers' intervention to obtain a full refund of the $420.00 unlawfully deposited due to the casino's negligence, as well as the permanent and irreversible closure of my account.

All evidence (sent emails, support acknowledgment, casino deposit history, and summary sheet) is attached to this complaint.

Sincerely,

< email sent to the casino >

Disputed Casino Legiano Casino

Reason Self-exclusion

Amount $420

Discussion

AskGamblers

• Support Team

1 week ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

veka182

1 week ago

Hello, I have received the deposit. The case is now settled and closed. Thank you.

Legiano Casino

• Representative

1 week ago

Dear Player,

We are writing to provide an update on the status of your recent refund, which has been successfully completed on our end on 15 June.

Please note that, depending on your bank's processing times, it may take between three and five business days from the processing date for the funds to appear in your account. This timeframe is counted from the processing date.

Thank you very much for your patience and cooperation throughout this process, we consider matter resolved.

Kind regards,
Legiano Team

veka182

1 week ago

I am still waiting for the deposit to appear in my account.
Additionally, I received another email confirmation yesterday stating that the deposit had been made on your end. Could you please clarify if the deposit was actually processed last week or yesterday? I still do not see it reflected in my account. Thank you.

Legiano Casino Complaint Stats

Resolved 39 / 39

Avg. Amount $2,242

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

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