Complaint #66 Legiano Casino

Failure to comply with immediate selfexclusion request and unauthorized subsequent deposit

By veka182

2 weeks 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

veka182

18 hours ago

Hello, this is now the third time the casino has posted the exact same automated response without providing any concrete update. They are clearly just trying to abuse the timer. I am still waiting for my $420 refund. Thank you.

Legiano Casino

• Representative

20 hours ago

Dear Player,

We would like to inform you that the relevant department is currently reviewing your case.

Rest assured that we will notify you promptly once there is an update.

Kind regards,
Legiano Team

veka182

3 days ago

Hello, thank you. This is the exact same response as before. Since you have had all the evidence for over a week, I am waiting for a real update and my full $420 refund. Kind regards.

Legiano Casino

• Representative

4 days ago

Dear Player,

Thank you for your patience.

Rest assured that we will notify you once we receive an update on your case.

Kind regards,
Legiano Team

Legiano Casino Complaint Stats

Resolved 37 / 37

Avg. Amount $2,311

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

Legiano Casino Complaints

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I am submitting a complaint regarding a delayed withdrawal from Legiano Casino.

On May 19, 2026, I requested a withdrawal via Ethereum cryptocurrency to my personal wallet. Since then, the withdrawal has remained in “processing” status without any valid explanation or specific payout timeframe.

Transaction ID:
668276ed-56e6-40b8-a132-415e95682226
66f689b9-9bf5-4ff6-95b8-bbb7bbef7ac8
9463a4d2-22c8-410f-93ca-94c04701ded2

I have already contacted support multiple times, but I continue receiving generic responses instead of clear information regarding my funds.

My account has complied with the requested verification requirements, and I have not been informed about any unresolved issues preventing the payout.

I am requesting:

immediate processing of the withdrawal
a clear explanation for the delay
a specific payout timeframe

I can provide screenshots of the withdrawal status and support communication if required.

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Self exclusion request was ignored and not actioned till now

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Despite requesting to be self-excluded from your platform, my account remained active, and I was able to continue accessing it and depositing funds. As a result, I have incurred additional financial losses that could have been prevented had my request been actioned promptly.

This situation is extremely concerning, as self-exclusion is a critical responsible gambling safeguard. Failing to implement it in a timely manner has had a direct negative impact on me.

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I would like to ask for assistance in withdrawing my money because the casino closed my account after I made a withdrawal request. My account balance is more than 1,500euros, and my total deposit is more than 500 euros.
I contacted them through their email, and they asked for a photo ID for verification. After I submitted the required documents, they stopped responding. My account has now been closed for more than one month.
I sincerely hope you can help me recover my money. Thank you very much.

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On 10.03.2026, I submitted a withdrawal request, and I still haven't gotten my money.

I submitted KYC, and they say it may take up to 24 hours, 48 hours, and still nothing.

Support always reply AI ed messages which are saying be patient, you will get it.

Please help me!

Site link: https://legiano342512.com/en/

I can send proofs via email

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