I am submitting this complaint against Legiano Casino regarding its failure to implement my explicit self-exclusion and immediate account-blocking request, which resulted in 42 successful deposits totalling EUR 2,160.00 being accepted after my request.
I am seeking reimbursement of the full EUR 2,160.00.
On 11 August 2026 at approximately 04:55, I sent an email to Legiano at [email protected] from the email address associated with my player account. In that email, I explicitly requested that my account be immediately blocked/closed and that I be self-excluded. This was not a general responsible-gambling enquiry or a request for information. It was an explicit request for self-exclusion and immediate account blocking.
I retain the original email showing the content, date, and time and can provide it as evidence.
Despite this request, Legiano did not prevent further deposits and gambling activity.
Legiano’s own transaction history shows that only a few hours after my self-exclusion request, the casino successfully accepted a EUR 260.00 deposit at 08:49:37 on 11 August 2026. Further successful deposits followed, including:
EUR 25.00 – 11 August 2026 at 18:06:24
EUR 15.00 – 11 August 2026 at 18:29:00
This was not simply a short technical delay in implementing the restriction. My account remained capable of accepting successful deposits for more than three weeks after my self-exclusion request.
Successful deposits continued until at least 2 September 2026, including:
EUR 14.00 – 2 September 2026 at 21:11:45
EUR 16.00 – 2 September 2026 at 21:17:48
In total, Legiano accepted 42 successful deposits after my explicit self-exclusion request. The total value of those deposits is EUR 2,160.00.
I have screenshots from Legiano’s own transaction history showing the relevant transactions, including dates, times, amounts, and transaction identifiers.
My EUR 2,160.00 calculation includes only successful deposits. For example, a rejected EUR 30.00 deposit appearing in the transaction history is not included. A EUR 700.00 withdrawal appearing in the transaction history is also not included as a deposit. Therefore, my claim specifically concerns the 42 successful deposits credited after my self-exclusion request.
Legiano subsequently rejected my reimbursement request and relied, among other things, on the fact that deposited funds and/or bonuses had subsequently been used for wagering.
I do not believe this addresses the central issue.
The relevant chronology is:
1. I explicitly requested self-exclusion and immediate account blocking.
2. Legiano nevertheless kept my account and deposit functionality available.
3. Legiano accepted 42 successful deposits after that request.
4. Gambling activity was therefore possible with funds that Legiano continued to allow me to deposit after I had already asked to be self-excluded.
The fact that funds were subsequently wagered does not answer the prior question of why those deposits were permitted after my self-exclusion request. The same applies to bonuses. Any bonus activity occurred after I had already communicated my self-exclusion request.
In my view, subsequent gambling behaviour or bonus use cannot retrospectively cancel an earlier explicit self-exclusion request. The purpose of self-exclusion is precisely to prevent a player who has requested this protection from continuing to deposit and gamble.
Legiano also argued, in substance, that my original self-exclusion request was insufficient because I had not specifically explained responsible-gambling concerns or gambling addiction in the manner Legiano considered necessary. I dispute this position.
I explicitly requested self-exclusion and immediate account blocking.
I do not believe that a player who clearly requests self-exclusion should additionally be required to explain why self-exclusion is necessary before the casino implements the requested restriction.
The terminology I used was clear: I requested self-exclusion and account blocking. If Legiano considered additional information necessary, I also question why the account was simply left capable of accepting deposits for more than three weeks, rather than the restriction being implemented or the matter being immediately clarified with me.
After trying to resolve the matter directly, I submitted a formal written complaint to Legiano on 4 September 2026 and requested reimbursement of EUR 2,160.00.
Legiano’s published complaint information stated a 10-day response period. I also separately asked Legiano customer service about the complaint-handling timeframe, and its live-chat customer service confirmed a 10-day period.
By 14 September 2026, I had still not received a substantive resolution.
I therefore contacted Legiano’s live chat again. During that conversation, I repeatedly requested the exact name and contact details of the independent external supervisory or Alternative Dispute Resolution body to which I could escalate my unresolved complaint. I explicitly explained that I was not asking for Legiano’s own support department because I had already submitted my complaint there. Despite this clarification, I was repeatedly directed back to [email protected]. I specifically asked for the independent external body to which an unresolved complaint against Legiano could be escalated.
That information was not provided.
I then summarised four factual points to the live-chat representative:
1. Legiano’s communicated 10-day complaint timeframe had expired.
2. I had not received a substantive resolution.
3. Customer service could not provide a definite date for a substantive response.
4. Despite repeated requests, I had not been provided with the name and contact details of the external supervisory/ADR body.
I expressly asked the representative to correct any of these statements if they were inaccurate. The representative did not correct them and acknowledged that I had still not received a response. I have retained screenshots of this entire conversation. I have also retained the documentary evidence supporting the underlying complaint, including:
– my original self-exclusion and immediate account-blocking request sent on 11 August 2026 at approximately 04:55;
– Legiano’s own transaction-history records;
– evidence of the 42 successful deposits totalling EUR 2,160.00 after my self-exclusion request;
– the dates, times, amounts and transaction identifiers;
– correspondence concerning my reimbursement request;
– Legiano’s explanation for rejecting my position;
– correspondence concerning wagering and bonuses;
– my formal complaint submitted on 4 September 2026;
– evidence concerning Legiano’s stated 10-day complaint-handling timeframe;
– and the live-chat correspondence from 14 September 2026.
The live-chat screenshots are in Hungarian because Legiano provided customer service to me in Hungarian. I can provide an English translation if necessary.
For clarity, the essential chronology is:
11 August 2026, approximately 04:55: I explicitly requested immediate account blocking and self-exclusion.
11 August 2026, 08:49:37: Legiano nevertheless successfully accepted a EUR 260.00 deposit. Further successful deposits continued afterwards.
2 September 2026, 21:11:45: Legiano successfully accepted a EUR 14.00 deposit.
2 September 2026, 21:17:48: Legiano successfully accepted another EUR 16.00 deposit. In total, 42 successful deposits totalling EUR 2,160.00 were accepted after my self-exclusion request.
4 September 2026: I submitted my formal written complaint and requested reimbursement.
14 September 2026: The matter remained unresolved, and Legiano’s live-chat customer service did not provide the requested external ADR/escalation information despite my repeated requests.
I attempted to resolve this directly with Legiano before bringing the matter here.
I requested self-exclusion.
I subsequently requested reimbursement.
I submitted a formal complaint.
I waited for Legiano’s stated complaint-handling period.
I contacted Legiano again when the matter remained unresolved.
I repeatedly requested information about independent external dispute resolution.
The dispute remains unresolved.
I therefore respectfully request AskGamblers’ assistance in resolving this complaint.
The resolution I am seeking is straightforward: Full reimbursement of the EUR 2,160.00 representing the 42 successful deposits accepted by Legiano after my explicit self-exclusion and immediate account-blocking request of 11 August 2026.
I am prepared to provide the original emails, transaction-history screenshots, correspondence and live-chat screenshots necessary to verify the chronology and amounts described above.
Thank you for your assistance.
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