Legiano Casino— player complaints: 15 in English

Reason: Self-exclusion 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 18:06:24EUR 15.00 – 11 August 2026 at 18:29:00This 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 21:11:45EUR 16.00 – 2 September 2026 at 21:17:48In 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. --- Ответы в треде --- AskGamblers • Support Team 1 week ago Dear @eliasvalentin69,Rest assured that the AskGamblers Complaint Team is in contact with the Legiano Casino team and your case is being handled accordingly. Updates will be provided in due course.Thank you for understanding. eliasvalentin69 • Hungary 1 week ago Dear AskGamblers Complaint Team, Thank you for your continued assistance with my complaint. As the information mentioned by Legiano was sent to you via email and is not visible to me, I unfortunately cannot comment on its content at this stage. If you need any further information, clarification, or response from my side, I will be happy to provide it immediately. Thank you very much for your help and time. Legiano Casino • Representative 1 week ago Dear AskGamblers, We kindly request to check the information provided via email. If you have any additional questions, don't hesitate to contact us. Thank you for your cooperation. Kind Regards, Legiano Casino Team AskGamblers • Support Team 1 week ago Dear Legiano Casino,The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties. Please be aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.Thanks in advance for your cooperation.

Reason: Delayed payment I requested a withdrawal via Interac e-Transfer on Monday, August 31st at 5:00 AM. According to Legiano Casino's terms, processing takes up to 3 business days. Even if the casino counts starting from the day after the request, exactly 3 full business days (72 hours) elapsed by 5:00 AM today, September 3rd.​Despite multiple contacts via live chat, the support team has continuously deflected, falsely claimed they are still within the timeframe, and ultimately dismissed my inquiries without valid justification. My withdrawal remains stuck in pending status well past their stated processing window.​I request immediate approval and processing of my withdrawal, along with the Interac transaction reference ID.

Reason: Delayed payment I am requesting assistance regarding a €300 withdrawal from Legiano Casino.I requested the withdrawal by bank transfer on 25 August 2026. As of 2 September 2026, the withdrawal is still showing as “Under review” and has not been approved or sent to my bank.I contacted Legiano customer support several times. For approximately three days, I received essentially the same response that the withdrawal was being reviewed and that they could not provide a timeframe.I subsequently contacted them again and was told:* My account is fully active.* My account currently does not require verification.* The Finance Department is still handling checks on my withdrawal.* They cannot provide an estimated timeframe for completion.I have also sent a formal complaint to Legiano’s complaints department and support email, but I have not yet received a response to my formal complaint.I am therefore asking AskGamblers to assist me in getting clarification and resolution regarding my €300 withdrawal.Withdrawal amount: €300Withdrawal method: Bank transferWithdrawal requested: 25 August 2026Current status: Under reviewAccount verification: Confirmed by Legiano as not currently requiredI can provide screenshots of the withdrawal status, customer-support conversations, and my formal complaint emails if required.

The player from British Columbia has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day.The player from British Columbia has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. Written by JeanCasino Analyst & Complaint Specialist Submitted: 04 Sep 2026 Automatic translation:

The player from Finland has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet.The player from Finland has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet. Written by JeanCasino Analyst & Complaint Specialist Submitted: 02 Sep 2026 Automatic translation:

The player from Italy found their account blocked without a clear reason and requested a refund of the funds held in the account. We reviewed the casino’s evidence and found that the account was used with a recurring betting pattern that breached the bonus rules, with promotional bonuses active during the play. As a result, the casino’s decision to confiscate the winnings and block the account was upheld. The complaint was closed as Rejected – Unjustified.

The player from Germany had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings hadn’t been received yet. We explained that withdrawal processing could take several days or weeks, often due to KYC verification or a high volume of requests, and advised her to wait up to 14 days while cooperating with the casino. The complaint was later marked as resolved by her, so we closed the case as resolved.

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The player from Italy faced account-blocking and funds withholding issues with Legiano Casino after his Play ID profile was blocked, preventing him from accessing his account and making a withdrawal of €72.00. Despite contacting customer service, he received no explanation or resolution regarding the withdrawal of his remaining balance. We contacted the casino, which stated that the case was under review and later requested additional details by email to proceed with the withdrawal. After he sent the requested information, the withdrawal was successfully completed and the complaint was marked as resolved.

The player from Finland requested a withdrawal 7 weeks ago after winning €262 from his own funds. Despite canceling a non-sticky bonus and submitting the required documents multiple times, the operator blocked his withdrawal and his account remains unverified, with no updates from customer support.

The player from Germany had a banned account due to gambling addiction, but it was reactivated a month later against their request for a permanent ban. Despite attempts to close the account again, the player was able to easily reactivate it through live chat, which resulted in significant losses of €1047. The complaint was resolved by the casino officially closing the account permanently and offering a refund of €1047 covering the player's net losses. The player confirmed acceptance and provided the necessary banking details for the refund processing. We marked the complaint as resolved following the player's confirmation of issue resolution.

The player from Finland had requested account closure from the casino but had not received any response after a week of messaging. He felt the casino was neglecting safe gaming practices. We clarified the difference between account closure and self-exclusion and requested the player to specify the reason for closure and provide previous requests sent to the casino. After extending the response time and receiving no reply, we closed the complaint due to lack of communication, noting the player could reopen it if he wished to continue.

The player from Norway is facing difficulties withdrawing money as his account has been "under review" for half a year, and he has become impatient due to a lack of information from the casino. His account is closed, and he seeks assistance in getting a response.The player from Norway is facing difficulties withdrawing money as his account has been "under review" for half a year, and he has become impatient due to a lack of information from the casino. His account is closed, and he seeks assistance in getting a response. Written by IgorCasino Analyst & Complaint Specialist Submitted: 14 May 2026 Automatic translation:

Hey , My account was closed in August because I requested the closure because of gambling issues . They closed it then . However they reopened it now for no apparent reason . I request and immediate refund of my deposits since Friday . Accumulating to 5500€ Please find attached the proof . Thank you