Beschwerde #66 Legiano Casino

Failure to comply with immediate selfexclusion request and unauthorized subsequent deposit

Von veka182

vor 2 Wochen

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 >

Unseriöses Casino Legiano Casino

Betrag $420

Diskussion

veka182

vor 19 Stunden

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

vor 21 Stunden

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

vor 4 Tagen

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

vor 4 Tagen

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 Beschwerde-Statistik

Gelöst 38 / 38

Durchschn. Betrag $2,290

Durchschn. Dauer 9 Tage

Durchschn. Antwortzeit 2 Tage

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