The player from Germany reported issues with a casino's website, claiming discrepancies in his winnings and bet amounts, specifically regarding a missing €80. He had documented evidence, including screenshots of his bets and winnings, to support his case, emphasizing that as a VIP member, he felt unjustly treated. The Complaints Team reviewed the case and, after thorough examination, concluded that the evidence provided did not support the player's claim of a technical error, as the casino's data indicated that the game rounds were settled correctly. Consequently, the complaint was not upheld, and the player was advised to contact the game provider for further clarification.
Legzo Casino - Player's winnings are confiscated.
Closed
Our verdict
Unjustified complaint
Amount: €80
Legzo Casino
Safety Index:HighCase summary
Discussion
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4 months ago
Translation
Phew, I still feel really sick, I don't really want to do this, but unfortunately my gut feeling is leading me to post everything to her with reservations.
I want to keep it as short as possible, because God probably wanted it that way I have all the evidence that actually (one would think) clearly settles my case.
But the chat history where I am seen as a liar and there are no 5 pharaohs to be seen on my pictures (according to the employee) (screenshot) makes me not only sad but also very angry.
If I hadn't accidentally captured EVERYTHING before and after the free spins yesterday with screenshots, I wouldn't have any evidence now. Why did I take screenshots?
I documented everything yesterday because I was out with my BOYS (FRIENDS) and played a round of Book of Ra in the car.
I then have Pharaohs, Book, Pharaoh, Book, Book = 5. That was already 66€ profit.
And I immediately took a screenshot for my wife. In the subsequent free spins, I got the best symbol and an extension. €70 in the end.
The 159 € were also booked correctly, everything was OK, see screenshot.
I then increased the bet to 0.36 cents. After the 10th spin at 0.36, he charged me 75 cents, or rather, they vanished into thin air.
I immediately joined the chat when I saw that. I've saved all the histories, including the provider's, and my history shows that I never bet 75 euros.
In retrospect, I realized that the 5 Pharaohs with which I won the free spins (€66) were probably not booked into the winnings at all, but only the €77 that I won with the explorers.
I don't think any case is as clear-cut as this one; my evidence alone proves me right. If I hadn't taken any photos by chance, what would have happened?
Additionally, an employee in the chat claimed I bet the money afterwards. 😂😂😂 I asked where? I went straight into the chat, didn't I? She apologized for that. I just want my €80.
I'm a VIP MEMBER and pay in at least 5,000 every month, but I get treated like an idiot because of 80 euros.
LG Daniel ****
Edited by a Casino Guru admin
Automatic translation:
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4 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Legzo Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:
- Can you specify the date and time when the incident occurred?
- Is it possible for you to share the screenshots you mentioned as evidence of your wins, and a game (betting) history? You can attach them directly to your reply or send them to my email at [email protected].
- Have you received any official communication from the casino regarding your issue?
- Have you played with your real funds or with an active bonus?
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,
Natalia
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If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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4 months ago
Translation
The photo clearly shows that I have Pharaoh, Book, Pharaoh, Book, Book, which is €65. The employee in the chat (see screenshot) claims THESE ARE NOT 5 Pharaohs! And I didn't provide any proof! At that point, the fun stopped for me because I thought she was trying to rip me off. The subsequent free spins with an extension amounted to €77. The €159 was also booked CORRECTLY afterward, as you can see. Everything was actually fine!
Then the employee said (see screenshot) that I had played more rounds with the €159. YES, that's correct. I increased the stake to 0.36 cents and (see screenshot) spun 10 times for €3.60! Because on the 10th spin, I noticed my money was gone! I immediately stopped and went into the chat.
You know, I think I speak for MANY PEOPLE that most of us are mentally ill, we know that ourselves. We ALL know that we lose in the end. But we also have a right to be treated fairly and not to be taken for stupid.
What would have happened if I hadn't taken those screenshots by chance???? I wouldn't have been able to prove ANYTHING. It was a total coincidence! How many players have had a similar problem and couldn't prove anything?
So, I actually just received an email from VIP Service saying they're still waiting for a response, and that it's probably a technical error. That's why I wrote that I'm writing this with reservations. But from what I've read in the forums, it won't end well.
The loss of trust is irreparable, that much is clear. I can no longer deposit anything there after such a mistake by the casino. If the casino had apologized immediately and credited me the money straight away after this clear evidence, that would have been OK.
I pay at least 5K a month there, so it's not just about my 80 euros for me, but also about everyone else who has probably already lost a lot.
Best regards, Daniel ****
Edited by a Casino Guru admin
Automatic translation:
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4 months ago
Translation
The answer came today, as expected. I replied that it wasn't about the free spins, as I can see they were calculated correctly. It's about the image and how they were created.
5x Pharaho with 3 books =68 € that's the amount that then disappeared!
Did they perhaps only check the free spins? But even if I was very nice and presented everything, it's obvious that it's the casino's mistake, and as a VIP member, I expect fair play!
Automatic translation:
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4 months ago
Dear player,
We have reviewed the case thoroughly, including your explanations and the screenshots you shared. However, based on the evidence available, we are unfortunately unable to confirm the winnings you mentioned from the five Pharaoh symbols. Despite your statement that you took a screenshot and sent it to your wife, this particular image, being a key part of your claim, was not submitted to us and therefore we cannot take it into account.
In your image, the displayed balance is €159 and the last win is €77.73 from a €0.27 bet. However, the casino has confirmed, based on the game provider’s data, that your balance after that win was €81.27, not €159. This suggests that the technical glitch might have occurred.
Since the casino has already investigated this with the game provider and confirmed that the game rounds were settled correctly, and given the lack of conclusive evidence of a technical issue, we regret to inform you that we are unable to uphold your complaint.
If you continue to disagree with the outcome, we suggest trying to contact the game provider directly for more clarification.
Thank you for your understanding.
Regards,
Natalia
