Legiano Casino - Аккаунт игрока был закрыт без объяснения причин.

The casino informed me via email that they are closing my account due to a reason from the administration that they have not explained to me.

I suspect it might be because they are operating illegally in Spain and evading taxes.

They are not refunding my money.

El casino vía correo electrónico me comunica el cierre de mi cuenta por un motivo de la administración que no me explican.

Sospecho que pueda tratarse por que operan ilegalmente en España y evaden impuestos.

No reembolsan mi dinero

Dear Curritokira,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Has the casino informed you that they will not refund the remaining balance in your account?

Was there any recent activity on your casino account that may have led to this decision?

Could you please confirm that you have passed the KYC verification?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

Thank you for your promptness and help.

I sent you an email informing me of what I told you: account closure without the possibility of reopening due to the administration's decision.

I made numerous deposits with full verification.

They refuse to refund me

Gracias por tu rapidez y ayuda.

Te envié correo donde me informan lo que te dije cierre de cuenta sin posibilidad de reapertura por decisión de l administración.

Hice numerosos depósitos con verificación completa.

Me niegan reembolso

It's going to take some time. Can you confirm that you have received the information?

Se va a pasar el tiempo. Puedes confirmar que has recibido la información?

Dear Curritokira, have you contacted the casino regarding the possibility of withdrawing the remaining balance from your casino account?

They don't answer my emails. I don't understand why you ask me for the information, I send it to you instantly and a week later you ask me if I have contacted the casino... a question that is answered in the process prior to filing the complaint.

No contestan mi correos electrónicos. No entiendo porqué me pides la información, te la envío al instante y una semana después me preguntas si me he puesto en contacto con el casino ..pregunta que está contestada en el proceso previo al alta de la queja.

Thank you very much, Curritokira, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

I don't understand anything. Katarina opens the complaint...she passes it to Dominika and she again to Katarina.

It's been almost two weeks and we haven't made any progress.

Yo no entiendo nada. Abre la queja Katarina....se la pasa a Dominika y ella de nuevo a Katarina.

Han pasado casi dos semanas y no hemos avanzado nada.

Dear Curritokira, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

I would like to clarify the procedure for addressing complaints. Initially, your complaint was assigned to our first response team, specifically Dominika in your case. They evaluate the details, and if further investigation is warranted, it is escalated to a resolver, which in this instance is myself, Katarina. I will then initiate communication with the casino. The initial message you see at the top of the complaint serves as a brief summary and will be updated as the complaint progresses. Hope this clarifies this whole procedure.

Now, I would like to invite Legiano Casino representative to join this conversation. 

Dear Legiano Casino, could you please provide more information about this case? 

Looking forward to your reply.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

Thank you for reaching out! 

We are looking into the matter and will provide updates as soon as possible.

Best regards,

Legiano team

I have already investigated them and I know that they operate illegally in Spain. They are not licensed and they encourage gambling addiction by allowing banned players to play.

And finally, they evade taxes in my country.

Yo ya les he investigado y sé que operan ilegalmente en España.no tienen licencia y fomentan la adicción al juego permitiendo que jueguen jugadores prohibidos.

Y por último evaden impuestos en mi país.

Dear Legiano Casino,

thank you for the message.

We look forward to any upcoming information.

Dear Curritokira, 

thank you for your understanding. Let us refrain from drawing any premature conclusions and await the casino's official explanation.

What I say is something objective and verifiable.

Now it remains to be seen how honest the casino is if it refunds my money or not.

Lo que digo es algo objetivo y verificable.

Ahora queda por ver la honestidad del casino si reembolsa o no mi dinero

I hope this email finds you well. I am writing to inform you about a problem I encountered while using your online casino services.

While reviewing my recent bank statements, I noticed discrepancies in the descriptors associated with transactions on your platform. It appears that some of the descriptors are inaccurate and do not align with my legitimate transactions. This has caused confusion and concern on my part.

I kindly request your prompt assistance in rectifying this matter and processing refunds for the transactions with false descriptors. To help facilitate this process, I am attaching relevant screenshots and details of the transactions in question.

I understand that errors can occur and I appreciate your attention in resolving this matter quickly. I value my experience with your casino and hope we can address this issue amicably.

Espero que este correo electronico te encuentre bien. Le escribo para informarle sobre un problema que encontré al utilizar sus servicios de casino en línea.

Al revisar mis extractos bancarios recientes, noté discrepancias en los descriptores asociados con las transacciones de su plataforma. Parece que algunos de los descriptores son inexactos y no se alinean con mis transacciones legítimas. Esto ha causado confusión y preocupación por mi parte.

Le solicito amablemente su pronta asistencia para rectificar este asunto y procesar los reembolsos por las transacciones con descriptores falsos. Para ayudar a facilitar este proceso, adjunto capturas de pantalla relevantes y detalles de las transacciones en cuestión.

Entiendo que pueden ocurrir errores y agradezco su atención para resolver este asunto rápidamente. Valoro mi experiencia con su casino y espero que podamos abordar este problema de manera amistosa.

I would like to add to the complaint that the casino uses fake trading codes that have nothing to do with the game, thus camouflaging the transactions.

This has been favorable to the complainant in other complaints.

Desearía añadir a la queja que el casino utiliza códigos de comercio falsos que na tienen que ver el juego. Camuflando así las transacciones.

Ésto ha sido favorable para el reclamante en otras quejas

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

You've already expanded it once...how many times is it expanded?

Ya lo ampliaste en una ocasión...cuántas veces se amplía??

Dear all,

Thank you for your patience!

Please be informed that the customer's account was closed in accordance to the following point of the website's Terms and Conditions:

3.9  We reserve the right to deny opening of an account or close an existing account without prior notice or justification.

Nonetheless, as a gesture of goodwill, we are offering the customer a full refund of their deposits. We have sent an email to the customer, describing the details.

Best regards,

Legiano team

Since I can't access the account and the charges have fake cc's I don't know for sure the total of the deposits but I think it's more than they say. I have requested the casino but they won't give me the information. I beg them to do so and let's settle the matter.

Dado que no puedo acceder a la cuenta y que los cargos tienen cc falsos no sé con certeza el total de los depósitos pero creo que es más de lo que dicen. He solicitado al casino pero no me dan la información. Ruego que lo hagan y zanjemos el asunto

Dear Legiano Casino,

thank you for the message.

Could you please better explain the reasons for closing the Curritokira's account?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

They still haven't sent me the deposit information. They want me to sign a confidentiality agreement for €175.

I have not accepted it

Siguen sin enviarme la información de los depósitos. Pretenden que firme un acuerdo do conformidad y confidencialidad por 175 €.

No lo he aceptado

Dear Curritokira, 

thanks for your message. Could you please specify, who asked you to sign a confidentiality agreement? Have they reached out via email or live chat?

By email. He asked me in writing that I must sign for the amount of money 175 euros that they say they will give me.

Por correo electrónico. Me lo pidió mediante escrito que debo firmar para la cantidad de dinero 175 euros que ellos dicen que me dan

Dear Curritokira, 

could you please provide the email address from which this request originated?

Do you want me to send you the document?

antoniocarballal@hotmail.com

Quieres que te envié el documento?

Yes, please. My email is katarina.d@casino.guru. Could you please forward the entire email?

Sent thanks

Enviado gracias

Dear Curritokira,

thanks for the information provided. Casino has two more days to response to this complaint. Let's await for their explanation.

Perfect. Thanks for your help!!!

Perfecto. Gracias por tu ayuda!!!

I have not accepted your compliance and confidentiality document.

I guess we lost Katarina.

Thank you very much for your help though!!!

No he aceptado su documento de conformidad y confidencialidad.

Supongo que hemos perdido Katarina.

No obstante muchas gracias por tu ayuda!!!

Hello Katarina,

We would like to inform you that we are sharing an email with you please check and let us know.

We are waiting for your update. Thank you!

Best regards,

Legiano team.

After the time runs out, they could be more transparent and not talk behind my back.

Después de agotar el tiempo podrían ser más transparentes y no hablar a mis espaldas.

Dear Legiano Casino,

thank you for your email.

Dear Curritokira,

Based on evidence provided by a casino representative, your total deposits at the casino in question amount to €175. We recognize that tracking deposits can be challenging given the fluctuations in account balance during gameplay. We recommend considering the casino's offer, if it remains available. Furthermore, we will adjust the disputed amount to align with the verified deposit balance of €175. Please inform us of your decision at your earliest convenience.

And why haven't they sent me the evidence since I am the interested party???

I guess I have to accept if it is so

Y porqué no me han enviado a mí las pruebas que soy el interesado???

Supongo que debo aceptar si es así

I have signed the document.

Given the delay and lack of transparency, I am left with a bittersweet feeling.

However, thank you

He firmado el documento.

Dada la demora y falta de transparencia me quedo con un saber agridulce.

No obstante gracias

Dear Curritokira,

thank you for the update.

Dear Legiano Casino,

have you received the aforementioned document? Would you be willing to accept it?

Hello all,

We are happy to confirm that as a gesture of goodwill we have refunded the full refund amount of 175 EUR and the amount has been processed, and the money has been sent from our side on 13th of March, 2025.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

Our team wishes you all the best for your future activities!

Best regards,

Legiano team.

The money has not arrived yet.

De momento no ha llegado el dinero

Dear Legiano Casino,

thank you for your nice gesture.

Dear Curritokira,

thank you for the update. I recommend allowing an additional seven days for the payment to process, as occasional delays can occur. Please keep me apprised of any developments.

I haven't received anything. Thanks for everything.

No he recibido nada. Gracias por todo

Dear Curritokira,

thank you for the update. Could you please provide a bank statement with detailed transactions to verify that the funds were not deposited into your account? Please send it to my email katarina.d@caisno.guru.

Looking forward to your reply.

Of course. Maybe they're under no obligation to make the payment. But lying is very ugly.

Por supuesto. Quizás no tienen obligación de hacer el pago. Pero mentir es muy feo

Dear Curritokira,

We sincerely apologies, it seems there was some kind of system glitch we will re try to process your transaction and will share an update at the earliest.

We did attempt the transaction and only because of the system glitch, we can see the transaction is back in your account.

We humbly request you to please give us some more time as we have already informed the relevant team and they are checking this case at priority and we will share an update at the earliest.

It is not in our interest to leave you unsatisfied with our website. We will try our best to help you in this situation.         

Thank you for being so patient with us! We really appreciate it.

Best regards,

Legiano team.

Dear Curritokira,

We are happy to confirm that your manual withdrawal was processed, and the money has been sent from our side on 1st April, 2025.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

Our team wishes you all the best for your future activities!

Best regards,

Legiano team.

The money has arrived. Thank you.

El dinero ha llegado. Gracias

Dear Curritokira,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Katarina

Casino.Guru