The player from Italy requested account closure from Legiano.com, but the casino failed to deactivate her account despite multiple requests, resulting in over a thousand euros in losses. She sought reimbursement for deposits made after her initial closure request on October 11, 2025. The issue was resolved by the Complaints Team, ensuring that her concerns were addressed and confirming the resolution through the dedicated process.
Legiano Casino - Player's account remains open despite closure request.
Resolved
Our verdict
Case closed
Amount: €1,000
Legiano Casino
Safety Index:HighCase summary
Discussion
Public
Public
2 months ago
Translation
Greetings,
I would like to report the inappropriate behavior of the online gaming site Legiano.com / legiano-1212.com.
On October 11, 2025, I submitted my first request to permanently close my account, followed by further communications on October 22 and November 11, 2025, without actually obtaining the account deactivation.
Despite my clear and documented wishes, the account remained operational and I was able to continue making deposits and betting, with a total loss of more than a thousand euros after the first closure request.
The site responded several times asking for "confirmation of the decision" but never executed the closure, withholding my active account and allowing further unwanted charges.
I therefore ask:
the reimbursement of amounts deposited after October 11, 2025;
Attached documentation:
• Copies of emails sent from Legiano support.
• Screenshot of the account still active.
Automatic translation:
Public
Public
2 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
2 months ago
Dear lizzz,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).
Are you experiencing difficulties managing your gambling habits, such as an increase in preoccupation with gambling-related thoughts? Do you experience anxiety when not gambling?
Thank you very much in advance.
Best regards,
Katarina
Public
Public
2 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear lizzz,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Katarina
