Legiano Casino - Player’s deposit is inaccessible due to restrictions.

Informo que efetuei o depósito no valor de 120,00$ neste cassino.

Porém, não consigo fazer aposta nos meus jogos favoritos. Aparece o erro 107, informando que a ligação é proveniente de um país no qual eles não aceitam apostas.

Por este motivo, estou solicitando a devolução do meu depósito, uma vez que não consigo usar.

Não estou conseguindo solicitar o levantamento porque alegam que é necessário apostar o valor depositado ao menos 1x. Mas como.vou apostar se meus jogos favoritos não abrem?

Se não estão aceitando apostas do Brasil, também não deveriam aceitar depósitos.

Dear nandinha1921,

Thank you very much for submitting your complaint.

I’m sorry to hear about the trouble you’ve encountered with your deposit and betting access. To help us better understand the situation and assist you effectively, could you please provide more information on the following:

• Could you confirm whether you’re able to access any games at the casino or if this issue occurs with all the games you’ve tried?
• Have you received any official communication from the casino explaining why bets are not accepted from your location, especially regarding Brazil?
• Could you let us know if the casino's terms and conditions mention any restrictions on betting from certain countries?
• Have you received any specific guidance from the casino on how to resolve the issue with your deposit or if they have provided any alternative options for wagering?

If possible, please forward any relevant screenshots or correspondence with the casino, including the error message you’re receiving, to petronela.k@casino.guru. These details will help us better understand your case and pursue it further with the casino.

Your cooperation is critical in moving this case forward. Without your input and necessary documentation, we won’t be able to proceed with the resolution process.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Boa tarde!

Alguns jogos do cassino estão funcionando, porém são jogos que eu não conheço e nunca joguei. Meus jogos favoritos que são do fornecedor Games Global, são os que apresentam erro.(Amazing link Apollo, Amazing link Riches...)

Em contato com o Casino, via chat, fui orientada a limpar o cache, utilizar a navegação anônima ou trocar de navegador. Ou seja, nada foi resolvido.

Não recebi um suporte específico para o meu problema.

Também não consegui localizar nenhuma informação no cassino referente a restrições de jogos para o Brasil.

Segue capturas da conversa no chat.

Thank you very much, nandinha1921, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, nandinha1921,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Legiano Casino team,

Could you please look into the player's issue and provide us with the results of your investigation?

What are your suggestions for solving the user's issue? Alternatively, is the casino able to process a refund of her deposit if she deposited only due to the availability of her favourite games but they do not work properly/at all for her? In such a case, we do not see a reason for not processing a refund or forcing the user to wager her deposit.

Thank you.

Hello nandinha1921,

Thank you for contacting our customer support team.

We would kindly request you to please share a screenshot of the error in incognito mode (desktop would be preferable) so we can help you further accordingly. Thank you.

If you have any additional questions, please, do not hesitate to contact us via email support@Legiano.com or via Live Chat.

Best Wishes,

Legiano Team

Prezados, boa tarde!

Informo que os jogos (Amazing Link Riches, Amazing Link Apollo, Amazing Link Anthena , Amazing Link Zeus, que são meus jogos favoritos em cassinos) não estão mais aparecendo na plataforma, por esse motivo, não consigo enviar a captura de tela atual.

Posso enviar as capturas do dia que efetuei o depósito, pois os mesmos apareciam na plataforma, porém apresentavam erro ao abrir, por este motivo estou solicitando o valor que foi depositado, uma vez que meus jogos favoritos não abrem.

Thank you both for your replies.

Dear nandinha1921,

Is it possible that at the time of registration and depositing, you accessed the website with a VPN (a different IP) or that you were in another country?

Can you please provide us with a screenshot of the casino website after logging into your casino account, trying to search for one or two of the games you mentioned and showing there are no results for these games when trying to find them on the casino website?

Feel free to attach a screenshot (or screenshots) to your next post.

Thank you.

Dear Legiano Team,

Since the user does not see the games in question in her casino account anymore and we are talking about 120 BRL here - if the user did not breach any of the casino's rules (Ts&Cs), would the casino be able and willing to simply refund her unused deposit? If she made the deposit only because of her favourite games that are basically not available for her at all, I think that considering the whole situation and the disputed amount, we are not talking about fraud or a breach of the casino's AML rules, etc, and there should not be a problem with the refund of the untouched deposit.

Alternatively, can you make her favourite games available to play on her casino account? If so, what would you need from the complainant to investigate the matter sufficiently on your side and fix the issue?

Or, is there any other reason why the refund should not be possible if there is no option to offer her to play those games?

Thank you.

Prezados, bom dia!

Desde o cadastro, até o exato momento, o site está sendo acessado no mesmo endereço, e pelo mesmo dispositivo.

Acessei pelo meu notebook para verificar se o erro estaria no meu dispositivo, porém, o problema não foi resolvido mesmo acessando pelo notebook.

Como podem ver, em capturas anteriores, os jogos apareciam com o erro.

E agora, não aparecem mais.

Segue capturas.

Thank you for the screenshots, nandinha1921. I believe it will help the casino to investigate the matter and provide us with a solution soon.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Extending the timer once again since I am already in contact with responsible casino representatives outside the thread.

In case of any news or updates, I will share them here.

Thank you for your patience and understanding.

Dear nandinha1921,

I was in contact with the casino representative outside the thread, and I received the information that you should have been contacted by the casino regarding a screenshot of the error from the incognito mode of your browser, which you still have not shared with the casino.

Have you already provided the casino with the requested screenshot(s)? Could you also share it here, please?

I think that is currently the only thing that prevents the casino from further investigation and proceeding. Your cooperation is necessary.

Thank you. Waiting for your response and confirmation of sharing the requested screenshot(s).

Looking forward to hearing from you.

Prezados, boa tarde!

Agradeço pela ajuda de todos envolvidos.

Peço por gentileza que encerre a reclamação.

Acessei o site do cassino hoje, e os jogos voltaram a funcionar normalmente.

Gratidão 🙏🏻

What great news, nandinha1921!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

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. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time.

Thank you, Legiano Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru