Legiano Casino - Заявено е закриване на акаунта на играча поради неуспешно изключване.

Hello Casino Guru Team,

I am opening this new complaint against Legiano Casino regarding a severe cross-exclusion failure across sister brands under the same operator/network.

On February 15th, 2026, I requested a permanent self-exclusion due to severe gambling addiction on Frumzi Casino. This self-exclusion was formally acknowledged, and a previous dispute on this exact matter was successfully resolved in my favor by Casino Guru (Dispute Ref: https://casino.guru/complaints/frumzi-casino-player-requests-refund-due-to-account).

Despite my registered gambling addiction and network self-exclusion, Legiano allowed me to use my account using the exact same personal details (full name, email address, and phone number). For context, my Legiano account was opened around the same time as my Frumzi account, using the exact same identity and contact details. Therefore, the operator's system had full visibility of my profile and should have automatically cross-excluded my Legiano account as soon as my addiction disclosure was processed on Frumzi.

Furthermore, I was allowed to make multiple deposits and was constantly targeted with marketing promotional emails and cash prize offers, actively encouraging me to gamble despite my self-excluded status.

Financial breakdown of the dispute:

Total Real Money Deposits: €14,770

Total Completed Withdrawals: €2,000

Net Disputed Amount (Losses): €12,770

Since Legiano operates under the same technical backend and database as Frumzi, the platform had a direct duty of care to block my registration immediately upon detecting my credentials.

I have already sent a formal email to Legiano support requesting account closure and a full refund of my net deposits, but I am submitting this complaint so Casino Guru can mediate this breach of Responsible Gambling rules.

I am attaching all screenshots of accounts details and the proof of my original self-exclusion on Frumzi.

Thank you for your assistance.

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Stay safe.

Dear Fifi10,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I have reviewed the casino's responsible gaming policy, and this is what I found:

Self-exclusion request: You can contact the Support Service Team via e-mail at [email protected], and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

Unfortunately, it is not stated that all accounts held at other casinos operated by the same company will be automatically blocked or self-excluded. Please understand that self-excluding from one casino does not necessarily guarantee protection across all associated platforms.

To proceed further, could you please confirm whether you specifically requested a self-exclusion from Legiano Casino?

I look forward to your reply.

Best regards,

Attila

Dear Attila,

Thank you for taking up my case.

To answer your question: I did not request a direct self-exclusion on Legiano Casino prior to playing, because I was already self-excluded across the entire operator's network due to a severe gambling addiction. 

I kindly ask you to consider the following crucial facts regarding this network-wide responsibility:

1. Formal Gambling Addiction Declaration: On February 15th, 2026, I explicitly requested the permanent closure of my account on Frumzi (a sister casino under the exact same management/license, due to a serious gambling addiction. 

2. Same personal identifiers: email adress, postal adress, phone number

3. Failure of Centralized PAM System: According to Casino Guru’s own Responsible Gambling Codex, when a player explicitly states a gambling addiction, the operator has a duty of care to use its Player Account Management (PAM) system to block matching credentials across all brands under the same umbrella.

4. Predatory VIP Marketing : Despite my known gambling addiction within their system, Legianocasino actively reached out to me via email in april, may, June, July and August 2026, targeting me with promotional offers and incentives to deposit on Legiano.

Since the operator possessed my clear addiction statement in their centralized system, allowing me to play on Legiano with identical details—and actively targeting me with VIP marketing—constitutes a severe breach of Responsible Gambling rules.

Therefore, I respectfully request a full refund of all my net deposits made on Legiano Casino since my gambling addiction declaration on February 15th, 2026.

If you need more information, I'll be happy to provide them.

Best regards,

Fifi10

Dear Attila,

I would like to add one important clarification.

My Legiano account was already open before my Frumzi self-exclusion. I did not create a new account to bypass any restriction.

More importantly, after my documented gambling addiction declaration on February 15, Legiano continued to actively target me with free spins and cash bonuses. Moreover on August 10, I received a 25% cashback offer on losing sessions up to €2,000, and on August 11 I was assigned a personal VIP Manager offering boosted cashback and bonuses "personalized according to my playing style."

I therefore respectfully ask Casino Guru to assess this not only as a cross-brand self-exclusion issue, but also as a separate Responsible Gambling issue: the same operator continued to actively encourage gambling after my severe addiction had been formally disclosed.

I am attaching both emails as evidence.

Thanks again for you time and help Attila,

Best regards,

Fifi10

Dear Fifi10,

Thank you for your detailed explanation and for providing the additional evidence. I understand why you feel that your self-exclusion from Frumzi should have resulted in the closure of your Legiano account as well, especially given that you used the same personal details and continued to receive promotional offers.

However, there is an important distinction in this case. Legiano operates without a gambling licence that requires self-exclusion to be applied across all associated brands. Therefore, even if Frumzi and Legiano are connected, it does not, by itself, mean that a self-exclusion requested at Frumzi must automatically be applied to Legiano.

In this case, you did not specifically request self-exclusion from Legiano before continuing to play there. While I understand your concerns regarding the operator's marketing and the fact that your gambling problems had previously been disclosed to Frumzi, we cannot require Legiano to provide a refund based solely on a self-exclusion that was requested at another casino.

If your account in Legiano Casino is still open, I would recommend that you send another request to [email protected], and this time, include me in the copy of your email ([email protected]).

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Legiano Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to the casino support and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I look forward to your reply.

Hello Fifi10,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru