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Complaint against Legiano Casino

I would like to file an official complaint regarding Legiano Casino.

I deposited 20,000 HUF, to which I received a bonus of 16,000 HUF. I fully met the terms of the bonus, including the wagering requirement.

Despite this, the casino refuses to pay out my balance of more than 200,000 HUF.

As a justification, they claim that the amount is related to a "no deposit bonus", however, this is not true, as a real money deposit was made and I played through the associated bonus according to the rules.

The casino was unable to provide a clear, verifiable reason to support the refusal to pay out.

There is no clear and official licensing or regulatory information on the website that would allow players to clearly identify the regulatory authority or legal complaint forum.

I can provide all necessary evidence (deposit, bonus terms, game progress and communication with support).

I would like to ask Casino Guru for help in investigating this matter and recovering my legitimate winnings.

Panasz a Legiano Casino ellen

Szeretnék hivatalos panaszt benyújtani a Legiano Casino-val kapcsolatban.

20.000 HUF összeget befizettem, amelyhez 16.000 HUF bónuszt kaptam. A bónusz feltételeit teljes egészében teljesítettem, beleértve a megforgatási követelményt is.

Ennek ellenére a kaszinó megtagadja a több mint 200.000 HUF egyenlegem kifizetését.

Indoklásként azt állítják, hogy az összeg "befizetés nélküli bónuszhoz" kapcsolódik, azonban ez nem felel meg a valóságnak, mivel valódi pénzes befizetés történt, és az ahhoz kapcsolódó bónuszt játszottam végig a szabályok szerint.

A kaszinó nem tudott olyan egyértelmű, ellenőrizhető indokot adni, amely alátámasztaná a kifizetés megtagadását.

A weboldalon nem található egyértelmű és hivatalos licenc- vagy felügyeleti információ, amely alapján a játékosok egyértelműen be tudnák azonosítani a szabályozó hatóságot vagy jogi panaszkezelési fórumot.

Minden szükséges bizonyítékot (befizetés, bónusz feltételek, játékfolyamat és a supporttal folytatott kommunikáció) rendelkezésre tudok bocsátani.

Kérem a Casino Guru segítségét az ügy kivizsgálásában és a jogos nyereményem visszaszerzésében.

Important notice:

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

1. Could you please send me a link or a screenshot of the bonus you activated and played with?
2. Could you kindly provide a screenshot of the deposit you used to activate this promotion?
3. Have you played with bonuses in this casino before?

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

Best regards

Attila

Hello,

Thank you for your response.

Please find attached the requested information:

I have attached a screenshot of the bonus I activated and played with.

I have attached screenshots of my deposits which were used to activate the promotion.

Yes, I have played with bonuses before / No, this was my first time using a bonus at this casino. (please select as applicable)

I would also like to clarify that this promotion was not automatically activated. I was instructed to contact the VIP manager via Telegram.

Between March 28 and March 29, 2026, I made a total deposit of 20,000 HUF in four separate transactions of 5,000 HUF each. After completing these deposits, I confirmed this via Telegram, and the VIP manager manually activated the 16,000 HUF bonus for me.

Therefore, this bonus was clearly linked to a real money deposit and should not be treated as a deposit-free bonus.

I look forward to your assistance in resolving this matter.

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Meszaros,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Legiano Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Legiano Casino representative to join this conversation and participate in resolving this complaint.

Dear Legiano Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear All,

Thank you for reaching out to us.

We would kindly like to inform that the bonus and winning amount has been correctly added.

Please note the following terms and conditions:

7.16. Any no-deposit bonus has a maximum withdrawal limit of x5 (five) the bonus amount received. In your case this amount equal 16 000 HUF x 5 = 80 000 HUF.

1.2. In case of any discrepancy terms of advertising campaigns, bonuses, and special promotions shall take precedence over the other Terms.

Furthermore please be informed that the added bonus was a no-deposit bonus as this bonus is not offered on the website and was a loyalty bonus from your vip manager.

We hope this helps to clarify the case.

Kind regards,

Legiano Team

Hi I do not agree with classifying this bonus as a no-deposit bonus.

It is clearly stated in the bonus description that I would receive the bonus only after completing a total deposit of 20,000 HUF, which had to be done within 2 days. I fulfilled this requirement, and only after that was the 16,000 HUF bonus activated by the VIP manager.

This clearly proves that the bonus was tied to a deposit, therefore it cannot be considered a no-deposit bonus and the 5× maximum cashout limit should not be applied.

I have already provided evidence of my deposits and the bonus conditions, which clearly support my claim.

Please review my case accordingly, correct the calculation of my winnings, and pay out the remaining balance.

Dear Legiano Casino,

Thank you for joining this complaint and for your initial response.

When the player claimed the bonus, was any additional information or were any rules shared with the player regarding this bonus and its restrictions?

Dear Igor,

Thank you for your reply.

Please be informed that the bonus the player was offered came from his VIP agent, therefore the offered bonus is no regular bonus available on the website which indicates that it is a loyalty bonus for VIP players.

All deposit Bonuses can be seen on our website.

As per our terms and conditions, any bonus which is not a deposit bonus available on our website, is a no deposit bonus.

We hope this helps to clarify the case.

Kind regards,

Legiano Team

Dear Igor,

The response from Legiano is neither logically consistent nor acceptable from a fair gaming standpoint.

The bonus was clearly tied to deposits, as I was required to make multiple deposits (a total of 20,000 HUF in four separate 5,000 HUF payments) before the bonus was activated by the VIP manager. This is a fact, not a matter of interpretation.

Given this, it is completely unacceptable and misleading to classify this as a "no deposit bonus." Any bonus that requires mandatory deposits in order to be activated cannot, under any reasonable or professional definition, be considered a no deposit bonus. This labeling is clearly deceptive.

The fact that the offer was arranged through a VIP agent does not exempt the casino from its obligation to provide clear, accurate, and transparent bonus terms. VIP status does not allow a casino to redefine the nature of a bonus after the fact or retroactively adjust its classification to avoid responsibility.

As it stands, the casino’s explanation is contradictory and appears to be an attempt to shift responsibility rather than address the core issue: the bonus was presented and handled in a misleading way.

I kindly request a proper and impartial review of this case based on the actual conditions and requirements applied, not on retrospective reinterpretations.

I would like to further clarify and supplement my position regarding this case.

The General Terms and Conditions of Legiano do not contain a clear, unified, and exclusive definition stating that every bonus not directly tied to a deposit automatically qualifies as a "no deposit bonus." Instead, bonuses are defined and regulated under separate promotional terms, which may vary depending on the specific promotion.

This structure inherently leads to a lack of legal and contractual clarity regarding the classification of bonuses, as their categorisation appears to depend on the operator’s individual interpretation rather than a strictly defined contractual rule.

In my case, the bonus was not granted automatically through a system trigger, but was instead activated manually by a VIP manager through direct communication. This circumstance reasonably created a legitimate expectation that the nature, classification, and conditions of the promotion were clearly defined and final at the moment of activation.

However, the operator subsequently applied an interpretation that reclassified the bonus in a manner that is detrimental to the player, without any prior clear and unambiguous disclosure of such classification at the time of acceptance of the promotion.

In my view, this practice fails to meet the standards of transparent, fair, and predictable commercial communication, as the legal classification of the bonus was effectively determined ex post facto through unilateral interpretation by the operator.

For the purposes of assessing this dispute, the following points are particularly relevant:

The classification of the bonus was not clearly and uniformly defined in advance

The promotion was executed through a manual VIP manager activation rather than an automated system

The subsequent reinterpretation materially altered the practical conditions of the promotion to the player’s disadvantage

Dear all,

Thank you both for your messages and your points of view.

Before we move to the next step, I would like to clarify the situation regarding this bonus and how it works.

Dear Legiano Casino,

In order to be eligible for this bonus and claim it, the player must make deposit(s) totalling 20,000 forints or more.

Subsequently, this promotion must be activated only via a VIP manager and is not tied to one specific deposit nor activated automatically.

Thank you in advance for your reply.

Dear Igor,

Thank you for your reply.

Yes correct, as the bonus is no regular bonus displayed on our website, the bonus is added manually by the VIP manager and is available for loyal players as a loyalty bonus according to the performance.

This is also clear as the bonus is not available on our website, hence it is a personal offer based on the performance of the player.

We hope this helps to clarify the case.

Kind regards,

Legiano Team

Dear Casino Guru,

I would like to once again share the promotional message received from the VIP manager, which I have already submitted as a screenshot, and which I also referred to directly when I contacted the VIP manager at the time of using the bonus.

The full message is as follows:

"Smoke thickens over the city, and the dragon has finally awakened. This is not a polite invitation, but an opportunity to turn Hacksaw’s rawest energy to your advantage. I have prepared for you our most powerful VIP package so far, where the conditions are on your side.

⚡ The "Neon" Bonus: 80% Extra Power

👉 80% VIP BONUS for every 20,000 HUF (50 EUR) cumulative deposit!

📋 Why is this the hottest offer on the market?

🔄 Extremely Low Wagering: Only 9x

💰 High Capacity: You can use this offer up to a total bonus limit of 600,000 HUF (1500 EUR)

⏳ Expiry: March 29, midnight

📲 TELEGRAM EXTRA: Claim the Dragon’s Treasure!

Send me a message on Telegram saying: DRAGON, and an extra surprise will be credited to your account.

🐲 How to start?

After your deposit, send me a quick message and I will immediately activate the 80% bonus."

Based on the above message, it is clear that:

the bonus was conditional upon making a deposit of 20,000 HUF cumulative,

the bonus was activated after the deposit was made,

the offer was time-limited (with a deadline by which the deposit had to be completed, approximately within 2 days).

In my view, this clearly qualifies as a deposit-based bonus.

However, the casino is currently claiming that this was a non-deposit, loyalty-based bonus, which contradicts the promotional text provided above.

Furthermore, the offer did not contain any information regarding withdrawal limits (such as a 80,000 HUF maximum cashout), and I was not informed about such restrictions beforehand.

Although I accepted the General Terms and Conditions, I believe that the specific terms of an individual VIP promotion take precedence, especially when the offer is presented as a personalized, manually issued VIP bonus through a VIP manager. The casino itself confirmed that the bonus was granted manually via a VIP manager.

Therefore, I do not consider it justified to withhold the remainder of my winnings.

I kindly request the casino to provide evidence that:

this bonus was not deposit-based,

the withdrawal limit was clearly communicated,

and that I explicitly accepted these conditions.

Thank you for your assistance.

I quote Legiano Casino’s earlier statement:

‘In case of any discrepancies, the terms of advertising campaigns, bonuses, and special promotions shall take precedence over the other Terms and Conditions.’

Based on this, the VIP promotion in question clearly falls under the category of special promotions, and therefore its specific terms must take precedence over the general Terms and Conditions.

Dear Legiano Casino,

Could you please let us know whether the deposit(s) the player made before claiming this bonus were tied to different promotional offers (for example, a Welcome Bonus), or whether they were just regular deposits?

Dear Igor,

Thank you for your reply.

We would kindly ask you to check your emails where we send you additional proof regarding this case.

We hope this helps to clarify the case.

Kind regards,

Legiano Team

Dear Igor,

Thank you for your response.

I would like to point out that when reviewing the evidence submitted by the casino, the exact timing of the terms is crucial.

In my opinion, the casino will likely refer to general terms or a later version of the conditions, rather than the specific terms that were valid at the time the VIP bonus was granted.

I would also like to highlight that in the emails I am currently receiving, it is now stated that the general Terms and Conditions apply to these bonuses. However, in the earlier email I have already provided, this was not mentioned at all. This further supports my position that these conditions were introduced or modified after the bonus was granted.

Therefore, I kindly ask you to carefully consider:

the exact time the bonus was credited,

the promotional terms valid at that specific moment,

and whether the casino can clearly prove that the disputed restriction was already part of the terms at that time.

Applying general Terms and Conditions or modified rules retroactively to a bonus that has already been used is unfair.

If any additional evidence (such as screenshots) is required, I am ready to provide it.

Thank you for your thorough investigation.

Dear Legiano Casino,

Thank you very much for your email.

Earlier in this thread, you mentioned that "As per our terms and conditions, any bonus which is not a deposit bonus available on our website, is a no deposit bonus."

However, I could not find any similar rule in your terms and conditions. The only rule mentioning no-deposit bonuses is the following:

7.16 Any no-deposit casino bonus has wagering requirements of x40 (forty). Any such bonus has a maximum withdrawal limit of x5 (five) the bonus amount received. For example, a 20 EUR (twenty) no-deposit bonus will have a maximum withdrawal limit of 100 EUR (one hundred). Any winnings above 100 EUR (one hundred) will not be eligible for withdrawal and will be voided and removed from the account balance at the withdrawal stage.

But even in this rule, there is no information supporting what you mentioned earlier.

Could you please clarify this matter?

Dear Igor,

Thank you for your reply.

As already stated, the VIP bonus is a no-deposit bonus. It is a loyalty bonus based on the performance of the player and is individually given to VIP players.

Therefore the above mentioned article 7.16 is in place regarding the maximum release of the bonus.

We hope this helps to clarify the case.

Kind regards,

Legiano Team

Thank you for your response.

However, I still have not received a clear explanation as to how this can be classified as a "no deposit bonus" when the VIP reward was granted based on my previous deposits and gaming activity.

I deposited 20,000 HUF, actively played on the site, and only after that received the VIP offer. From a player’s perspective, this cannot reasonably be considered a classic no deposit bonus.

Honestly, it increasingly feels as though new explanations, interpretations, and arguments are continuously being introduced simply to avoid paying out the winnings. Especially considering that these restrictions were not clearly and prominently communicated to me at the time I accepted the promotion.

I would therefore like you to clearly specify:

where exactly it was stated at the time of the promotion that article 7.16 applied to this VIP bonus,

in which specific message or promotional terms the maximum cashout limitation was clearly disclosed beforehand,

and why this rule only became strongly emphasized during the dispute itself.

It is disappointing that as a player I invested real money, time, and energy into your platform, yet in return I am experiencing excuses and changing interpretations instead of a transparent and fair resolution.

To better understand the situation, I would like to make a comparison between the current VIP offers and the promotion I originally received.

In the current VIP promotions, it is clearly stated that the offer is subject to the Terms and Conditions (T&Cs), including bonus rules such as article 7.16.

However, in the promotional offer I accepted at the time, there was no clear or explicit mention of:

the bonus being classified as a "no deposit bonus"

the applicability of article 7.16

any clearly stated maximum cashout limitation within the promotional message itself

From a player’s perspective, this represents a significant difference in transparency between the current promotions and the one I participated in.

If current offers clearly state that the T&Cs apply, while this was not clearly communicated in my case at the time of acceptance, then it is important to clarify how the same restriction can be applied retroactively to a promotion where it was not explicitly presented.

For clarification purposes, I am attaching both:

the promotional message I originally received

a current VIP promotion for comparison

I kindly request a clear explanation of this inconsistency.

Dear Legiano Casino,

After a thorough review of this complaint and an internal discussion within Casino Guru, we came to the following decision.

The player was not sufficiently informed that this bonus was a no-deposit bonus and that restrictions related to no-deposit bonuses applied.

Additionally, there is no clear mention in your general or bonus terms that "…any bonus which is not a deposit bonus available on our website is a no-deposit bonus."

Due to the above-mentioned reasons and the fact that the bonus was significantly tied to deposits, the player should be eligible for the full amount, and treating their bonus as a no-deposit bonus is unreasonable.

I hope this clarifies the matter. Feel free to ask any further questions or provide any related evidence.

Dear Meszaros,

Thank you for your patience.

We are happy to inform you that we added the additional 200000 HUF to your account.

We thank you for your cooperation.

Kind regards,

Legiano Team

Hello,

I can now see that the amount has been credited to my balance, thank you.

However, when I try to withdraw it, the system says that I must wager the full amount first.

As I mentioned in my complaint, this amount was offered to me as a VIP compensation/reward, therefore I believe a full wagering requirement should not apply in this case.

I would kindly ask for a manual review of the situation and clarification as to why the withdrawal is still restricted.

I would also like to ask whether this is only a temporary system restriction while the case is still being reviewed.

Dear Legiano Casino,

First of all, thank you very much for your cooperation and for adding the amount to the player’s balance.

Additionally, I would like to kindly ask you to provide an explanation regarding the current status of the balance. The player is unable to withdraw their funds and is being asked to complete wagering requirements first.

Therefore, please clarify whether the original bonus was fully wagered and why wagering requirements are still tied to these funds.

Dear Casino Guru,

I would like to inform you that I have received an email from the Legiano Support team requesting my details for the manual withdrawal process.

At the moment, I am waiting for further updates and for the payout to be completed. I will inform you as soon as I receive any new information.

Thank you for your help and cooperation so far!

Dear Legiano

I would like to ask when my withdrawal will finally be processed. Two days ago, you asked for my details for the manual withdrawal, and I provided all the requested information.

Since then, I have not received any further response, and the withdrawal has still not been initiated.

I look forward to your reply and to the withdrawal being processed .

Thank you.

Dear Meszaros,

Thank you for your reply and the provided information.

Please be informed that your payment was already initiated and forwarded as priority.

We expect the finalization as soon as possible.

Thank you for your understanding.

Kind regards,

Legiano Team

Dear Legiano Casino,

Thank you for keeping us updated regarding this case.

Please let us know once the withdrawal has been fully processed on your side. Thank you!

Hello Casino Guru and Legiano Team,

I would like to let you know that the withdrawal has finally arrived successfully to my bank account. Thank you very much for your help, patience, and for taking my case seriously throughout the whole process. I truly appreciate the time and effort you put into following up on the issue and helping with the communication.

Honestly, I feel that without your involvement this process would have been much more difficult or taken a lot longer, so I especially want to thank you for your support and assistance during the whole situation.

I would also like to separately thank the Legiano team for successfully completing the payment and helping bring this matter to a resolution.

Once again, thank you very much for everything, and I wish you all a great day!

Dear Meszaros,

Thank you for your reply.

Your payment has been successfully complete.

We are happy that a solution has been found and appreciate your patience and cooperation.

Kind regards,

Legiano team

Dear Meszaros,

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,

Igor P