adriana230's complaint about Legiano, QuickWin, Emparie

adriana230

Prata

Portugal

há um mês

Original

Tradução

Casino Guru Team,

I am writing to formally submit a complaint regarding my experience with the following online casinos:

Legiano

QuickWin

Emparie

These platforms allowed the creation and use of an account in my name which was, in fact, accessed and used by my underage son, without proper identity or age verification being completed at the time of registration or before allowing real-money deposits.

Key points of my complaint:

The casinos accepted multiple deposits over a short period of time without enforcing KYC or age verification.

The account was only closed after I explicitly contacted support and reported the situation.

The casinos are refusing to refund the deposited amounts, relying solely on their Terms and Conditions, despite the involvement of a minor.

Some funds were partially recovered through my bank, but a significant amount remains unreimbursed.

Payment methods used include MB Way, Apple Pay, and bank-linked services, all in my name.

I strongly believe that allowing gambling activity involving a minor, without adequate verification, constitutes a serious breach of responsible gambling obligations and international player protection standards.

I am requesting Casino Guru’s assistance to:

Review this case impartially;

Mediate with the casinos involved;

Help obtain a fair resolution, including reimbursement of the remaining funds.

I am fully available to provide:

Bank statements;

Email correspondence with the casinos;

Proof of account closure;

Any additional documentation required.

Thank you for your time and support. I trust that Casino Guru will treat this matter with the seriousness it deserves.

Kind regards,

Radka

adriana230

Social Media & Community Specialist

adriana230

há um mês

Original

Tradução

Hello there.

I understand this is a very unnerving experience, which, however, is not as simple as one may think.

For example, if you approach this situation from the casino's side, you may realize that the system had no chance to recognize it was not you in the first place. Inserting the CVV code depends on the transaction type. Some pages allow you to save your preferred (previously used) payment option, which means that no CVV code is necessary when you select the "save for later" option—this is based on my own experience.

Since the casinos have always stated that the player is responsible for keeping his account exclusively used only by the registered person, and underage gambling is not allowed, that means the casino has no way to identify who just logged in or who is actually behind the keyboard. We can perhaps focus on how your son managed to get access to your casino accounts or your banking cards.

If you want the Resolution Center members to investigate and explain, I guess a complaint is a reasonable option, and it's for free.

Check out our resolution center guide to learn more about the process.

adriana230

Prata

Portugal

há um mês

Original

Tradução

Venho por meio desta apresentar uma reclamação referente à minha experiência com os seguintes cassinos: Legiano, QuickWin e Emparie.

Uma conta foi criada e utilizada em meu nome, com meu endereço de e-mail e meus métodos de pagamento. No entanto, quem realmente usou a conta para jogar e fazer depósitos repetidos foi meu filho menor de idade, sem meu conhecimento ou consentimento na época.

Compreendo a posição dos cassinos de que o titular da conta é responsável por manter os dados de login em segurança. No entanto, acredito que os cassinos também falharam em seu dever de cuidado e em suas obrigações de jogo responsável, porque:

Os cassinos permitiam múltiplos depósitos em dinheiro real em um curto período de tempo sem a necessidade de verificação prévia de identidade e idade (KYC).

A conta só foi restringida/encerrada depois que entrei em contato com o suporte e relatei que um menor de idade havia acessado a conta.

Nenhuma verificação significativa foi necessária no momento em que os depósitos repetidos foram feitos, apesar do padrão incomum e do volume de transações.

Os cassinos lucraram financeiramente com a atividade e agora se recusam a fazer qualquer reembolso, baseando-se unicamente nos Termos e Condições.

Alguns fundos foram parcialmente recuperados através do meu banco, mas uma quantia significativa permanece sem reembolso. Minha intenção não é negar a responsabilidade pela segurança dos meus dispositivos, mas sim buscar uma resolução justa, considerando que a atividade de jogos de azar envolvendo um menor não deveria ter sido possível sem medidas preventivas mais rigorosas e verificações KYC mais precoces.

Solicito gentilmente ao Centro de Resolução de Conflitos do Casino Guru que analise este caso e intermedie uma negociação com os cassinos para chegar a um acordo justo e razoável.

Posso fornecer extratos bancários, registros de transações, correspondências por e-mail com os cassinos e comprovante de encerramento de conta mediante solicitação.

Agradeço seu tempo e sua ajuda.

Atenciosamente,

Adriana

I am submitting this complaint regarding my experience with the following casinos: Legiano, QuickWin and Emparie.

An account was created and used in my name, using my email address and my payment methods. However, the person who actually used the account to gamble and make repeated deposits was my underage son, without my knowledge or consent at the time.

I understand the casinos’ position that the account holder is responsible for keeping login details secure. However, I believe the casinos also failed in their duty of care and responsible gambling obligations, because:

The casinos allowed multiple real-money deposits over a short period of time without completing identity and age verification (KYC) beforehand.

The account was only restricted/closed after I contacted support and reported that a minor had accessed the account.

No meaningful verification was required at the moment when repeated deposits were made, despite the unusual pattern and volume of transactions.

The casinos financially benefited from the activity and are now refusing any refund, relying solely on Terms and Conditions.

Some funds were partially recovered through my bank, but a significant amount remains unreimbursed. My intention is not to deny responsibility for securing my devices, but to seek a fair resolution in light of the fact that gambling activity involving a minor should not have been possible without stronger preventive measures and earlier KYC checks.

I am kindly asking Casino Guru’s Resolution Center to review this case and mediate with the casinos to reach a fair and reasonable settlement.

I can provide bank statements, transaction records, email correspondence with the casinos, and proof of account closure upon request.

Thank you for your time and assistance.

Kind regards,

Adriana

Radka

adriana230

Social Media & Community Specialist

adriana230

há um mês

Original

Tradução

Hello,

I understand what you are saying, and I feel you. However, certain facts need to be said.

The casinos do not verify deposits for the reasons I already mentioned earlier. Allowing someone else to use your account, even without your notice, breaches security rules. Only players who agree to follow all rules should play; that is the purpose of agreeing when creating an account under a specific name.

The casinos also do not verify age while depositing, because again, each player is only allowed to use his payment option. Simply put, if a minor aims to pretend to be someone else and use a parent's payment options, the casino has no way to find out. They already stated in the rules that such behavior is against the rules.

You are, of course, welcome to complain; details will be explained in the complaint.

https://casino.guru/complaints/create 👈

I just want to say that Casino Guru does not recover money; we try to mediate when casino rules are unfairly used, for example.

adriana230's complaint about Legiano, QuickWin, Emparie - underaged player

Adicionar post