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I have logged into the casino and made deposits, but when I received charges from my card account (which does not require identification for amounts of 50 €), I noticed an excessive number of charges which I am disputing.

I had already requested in November for my account to be closed, as this option is not available online directly from the player, nor is there an option to set limits as part of responsible betting.

Customer service refers me to an email for the VIP manager, 3 emails have been sent (in Nov and Dec) requesting account closure, to which I have only received automated replies with the request code, and yet, my account is still open. I also requested twice for a breakdown of my deposits and have not received a response to this either, furthermore, the deposit history is not available online on the player's account.

I'm formally lodging a complaint about the unacceptable handling of communication concerning my requests and I'm also questioning the charges I have received.

Έχω συνδεθεί στο καζίνο κι έχω πραγματοποιήσει καταθέσεις ωστόσο όταν έλαβα τις χρεώσεις από τον λογαριασμό της κάρτας η οποία για ποσά 50 € δεν απαιτεί ταυτοποίηση διαπίστωσα υπερβολικό πλήθος χρεώσεων τις οποίες αρνούμαι.

Είχα ήδη ζητήσει από τον Νοέμβριο να κλείσουν τον λογαριασμό μου καθώς η επιλογή αυτή δεν είναι διαθέσιμη online απευθείας από τον παίχτη ούτε καν η δυνατότητα για επιβολή ορίων στα πλαίσια του υπεύθυνου στοιχηματισμού.

Η εξυπηρέτηση πελατών με παραπέμπει σε email προς το VIP manager, έχουν σταλεί 3 εμαίλ (Νοε και Δεκ) με αίτημα κλεισίματος λογαριασμού στα οποία έχω απλά λάβει τα auto reply με τον κωδικό του αιτ΄΄ηματος και ο λογαριασμός είναι ακόμη ανοιχτός. Επίσης ζήτησα δύο φορές ανάλυση των καταθέσεων κι ούτε και σε αυτό δεν έχω λάβει απάντηση, επίσης ούτε το ιστορικό καταθέσεων είναι διαθέσιμο οnline στον λογαριασμό των παιχτών.

Καταγγέλω την απαράδεκτη διαχείριση της επικοινωνίας σχετικά με τα αιτήματα κι επίσης αμφισβητώ τις χρεώσεις .

Dear markokkori,

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

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings LegendPlay Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

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

Please send another email to support@legendplay.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

Regarding your other issue, I regret to inform you that we lack the necessary investigation tools and expertise to look into unauthorized transactions. If you are certain that the casino has deducted funds from your bank account without your consent, we strongly advise you to contact the police rather than seeking assistance through our forum. This is a serious criminal matter and not a mere complaint about fairness. We apologize for any inconvenience caused, but please understand that we are a mediator and not an official authority equipped to handle cybercrime cases.

Thank you in advance.

Best regards,

Petronela

Thanks for the reply and of course I will proceed with the relevant authorities.

The emails I have sent mention the request to close the account in the subject and it is clear, no one has come back for clarification, the first request was sent to support in November and the remaining two to VIP in December after suggesting the chat communication.

I have not received a deposit history list from you and have sent a separate request for that.

Ευχαριστώ για την απάντηση και φυσικά θα κινηθώ με τις αρμόδιες αρχές.

Τα εμαίλ που έχω στείλει αναφέρουν το αίτημα για κλείσιμο λογαριασμού στο θέμα και είναι ξεκάθαρο, κανείς δεν επέστρεψε για διευκρινίσεις, το πρώτο αίτημα εστάλη στο support τον Νοέμβριο και τα υπόλοιπα δύο στο VIP τον Δεκέμβριο μετά από υπόδειξη της επικοινωνίας στο chat.

Δεν έχω λάβει λίστα ιστορικού καταθέσεων από εσάς και έχω στείλει ξεχωριστό αίτημα για αυ΄τό.

Hi markokkori,

• Could you please forward any relevant communication to petronela.k@casino.guru?

Thank you.

Dear markokkori,

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.

I just forwarded all requests to legendplay to petronela.k@casino.guru

till now I have no answers back from legendplay apart from the auto reply with the case No

thank you

Hi markokkori,

Thank you for forwarding all the relevant emails. I can see that you kept sending your self-exclusion requests to vip@legendplay.com. However, if you check the self-exclusion section on the website a different email address is displayed to be used for such requests.

Please send another email to support@legendplay.com (you can CC me at petronela.k@casino.guru in the copy), state clearly why you wish to self-exclude, and keep me informed about any further developments. I strongly recommend using the template that I posted in my previous reply.

Looking forward to hearing from you.

Dear markokkori,

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.

Good Evening,

A vip manager contacted me and they managed to close my account. I asked for a detailed list of deposits and he said he will make a request but it will take a month (!!!!!!!) to send it to me while other casinos have the transaction list available on each player's profile.

Unfortunately I have been charged a huge amount ..........

Καλησπέρα,

Επικοινώνησε μαζί μου κάποιος vip manager και κατάφερα να μου κλείσουν τον λογαριασμό. Ζήτησα αναλυτική λίστα καταθέσεων και μου είπε ότι θα κάνει αίτημα αλλά θα χρειαστεί ένα μήνα (!!!!!!!) για να μου την στείλουν ενώ σε άλλα καζίνο είναι διαθέσιμη η λίστα συναλλαγών στο προφίλ του κάθε παίκτη.

Δυστυχώς εγώ έχω χρεωθεί ένα τεράστιο ποσό ..........

Hi markokkori,

I'm happy to hear that your account was finally self-excluded. I'm afraid we won't be able to assist you in obtaining the list of deposits and withdrawals.

• Could you please clarify to what transactions you refer when writing that you were charged "huge amount"?

Thank you.

There are transactions on 2 cards with consecutive charges of 50 euros, i.e. those that do not require additional identification and for which the amounts that I do not recognize exceed 5000 euros in legend play. To clarify that additional amounts of doubt also concern the mrpacho platform which I now understand is related to legendplay. The difference is that mrpacho responded relatively quickly to the request to deactivate the account, but even there I have no information about the history of deposits through the platform. I have contacted the bank but as the card was stored on the platform they cannot help so the complaint remains with the cyber crime authorities.

Υπάρχουν συναλλαγές σε 2 κάρτες με αλλεπάλληλες χρεώσεις των 50 ευρώ δηλ αυτών που δεν απαιτούν επιπλέον ταυτοποίηση και για τις οποίες τα ποσά που δεν αναγνωρίζω υπερβαίνουν τα 5000 ευρώ στην legend play. Να διευκρινίσω ότι επιπλέον ποσά αμβισβήτησης αφορούν και την πλατφόρμα mrpacho η οποία τώρα καταλαβαίνω ότι σχετίζεται με την legendplay. Η διαφορά είναι ότι από το mrpacho αποκρίθηκαν σχετικά γρήγορα στο αίτημα για απενεργοποίηση του λογαριασμού ωστόσο κι εκεί δεν έχω καμία πληροφορία για το ιστορικό καταθέσεων μέσω της πλατφόρμας. Έχω απευθυνθεί στην τράπεζα αλλά δεδομένου ότι η κάρτα ήταν αποθηκευμένη στην πλατφόρμα δεν μπορούν να βοηθήσουν επομένως μένει η καταγγελία στις αρχές δίωξης ηλεκτρονικού εγκλήματος.

Hi markokkori,

I'm glad to hear that your account has been successfully closed. As mentioned previously, we do not handle cases related to cybercrimes and unauthorized transactions. Apart from unauthorized transactions, is there any other way we can assist you?

Thank you.

Dear markokkori,

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.

Since the account has been ultimately blocked, we have decided to close this complaint. However, please note that we do not handle matters related to cybercrimes, and as such, we regret to inform you that we are unable to offer further assistance regarding this issue.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.