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Hello again. Several times in chat I have stated that I am a compulsive gambler and that I want to close the account but nothing and I have paid again. I ask for the refund of 900 euros

Salve ennesima volta . Varie volte in chat fatto presente di essere ludopatico e di voler chiudere il conto ma nulla ed ho versato ancora. Chiedo la.restituzione di 900 euro

Dear luxor83,

Thank you very much for submitting your complaint. I’m sorry to hear about your ongoing difficulties and the distress this situation has caused.

Since this is not your first complaint on our website, we will need some supporting evidence to proceed further. Specifically, please provide proof that you used official and verifiable channels to request account closure or self-exclusion from the casino (e.g., emails or ticket numbers confirming your request).

Could you also clarify the following points:

• On what exact date(s) did you ask the casino to close your account or exclude you?
• Did the casino acknowledge your request in any way?
• When and how was the €900 deposited—was it before or after you made your self-exclusion request?

If you have any relevant communication or documents, please forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

They usually delete everything in the meantime I paid again

Solita cancellano tutto intanto ho versato ancora

Dear luxor83,

Thank you for your response.

As you may recall from your previous self-exclusion-related complaint with us, we are only able to proceed if there is supporting evidence that proves you officially requested the closure or self-exclusion of your account through verifiable channels (such as an email, live chat transcript, or support ticket number).

Unfortunately, a statement made in chat alone — without confirmation from the casino that they received and acted on your request — is not enough for us to take action.

If you still have access to your account, I strongly encourage you to submit a new and clear self-exclusion request in writing, either via email or through the casino’s official support channels, and ask for written confirmation that the account has been permanently closed due to gambling-related issues. Once you have that confirmation, feel free to forward it to petronela.k@casino.guru so we can reassess your case.

I understand this is a very frustrating situation, and I truly wish we could do more at this point — but without evidence, we’re unfortunately unable to move forward.

Thank you again for your understanding.

Hi dear, I've already paid for the emails I sent you. If you can help me,

Ciao cara come le email che ti ho mandato ormai ho versato ancora. Se mi aiutate

Dear luxor83,

Thank you for your follow-up.

I’ve reviewed the communication you forwarded, but I couldn’t find any clear mention of a gambling problem in your messages to the casino — nor any reference to a request for help with responsible gambling.

Could you please clarify whether you responded to the casino when they asked you to confirm that your account should be blocked (but not self-excluded), and that this would result in the forfeiture of any remaining balance?

This detail is important for us to understand the nature of the account closure and whether it involved a formal agreement on your part.

Looking forward to your response.

I didn't mention any explicit gambling issues. I asked for account closure and deletion, and they confirmed it. I accepted, but each time they sent me an email asking me to repeat the process, essentially mobbing me. I'll email you again now.

Non ho parlato di problema do gioco esplicito. Ho chiesto chiusura cancellazione conto e loro me l hanno confermato . Io ho accettato ma ogni volta rimandavano email per ripetere la procedura in pratica mobbing. Ora ti mando email di nuovo

Dear luxor83,

Thank you for your message and for continuing to cooperate.

To move forward with your case, I strongly recommend that you now send a proper and clearly worded self-exclusion request to the casino’s official email address: support@legiano.com. Please make sure your message clearly states that you wish to be excluded for gambling-related reasons, and specify the desired duration (e.g., lifetime or a number of months/years).

Below is a suggested format you can follow for your request:

Subject: Self-exclusion request

Player Information:

First name:

Last name:

Date of birth:

Casino login/email:

Message:

"Dear Legiano Casino,

I am writing to inform you that I wish to immediately self-exclude myself from your platform and stop receiving any gambling-related promotional messages for a period of [e.g., lifetime/12 months].

This request is due to gambling-related issues, and I kindly ask you to confirm in writing that my account has been closed and excluded permanently.

I understand that this exclusion is final for the duration specified and cannot be lifted early."

Please send this message to support@legiano.com, and feel free to CC me at petronela.k@casino.guru. If the casino provides any response or confirmation, kindly forward it to me as well.

If you also have access to alternative support channels (such as live chat), I suggest trying those too and saving screenshots of the communication.

Thank you again for your cooperation — I hope we can help you move this forward.

Dear luxor83,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru