LegionBet Casino - Выигрыш игрока был конфискован.

Dear CasinoGuru Team,

I am filing a formal complaint against LegionBet regarding the unfair confiscation of my balance. I am a Bronze VIP (Level 9) player with a high turnover history.

The Case:

I made a deposit of €100 and received "50 High Bet Free Spins."

I won €18.40 from these spins and successfully completed a high wagering requirement of €736.

My final balance reached €650.

When I requested a withdrawal, the casino rejected it and reduced my balance to €50. They incorrectly applied a "no-deposit" limit, even though these spins were awarded for a €100 deposit.

Violation of Terms:

According to their own Bonus Terms (Article 1.8), a 10x rule for deposit bonuses should apply (meaning €184 minimum), and an exception should be made for loyal players. As a Level 9 VIP, I should have received my full winnings.

I have evidence of my VIP status, the successful wagering, and the rejected withdrawals. I am seeking the restoration of my full €650 balance.

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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 please confirm if I understand correctly that your winnings were capped only once, at the time you requested a withdrawal?

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

As you can see in the photos, I played through the bonus and made 3 withdrawals from it, the payments were canceled because I can only win x10 of my bonus winnings, in the end I only received €50, while my bonus winnings were €18.40 which would mean I should receive €184. I have already sent multiple emails and provided lots of evidence from the live chat but they do not respond, I also filed a complaint with the KSA in the Netherlands, because they advertise with a .nl domain but as soon as you want to create an account you are quickly redirected to .com.

Here you also already have the photos from the live chat, and the photos of their .nl and .com domain

this e-mail i got today from the VIP manager

Thank you for your reply. Could you please attach a receipt of the deposit you made to activate the free spins?

Thank you in advance for your response.

Dear Player,

Thank you for your response. I have contacted you via email regarding the issues you are experiencing when attempting to access the Casino Guru website. Please let me know if you have received my message.

Thank you in advance for your reply.

I did!

I can now reply via another phone; it doesn't work via my own phone due to the Gambling Stop app.

Thank you for your reply.

Could you please confirm whether the promotion included both a deposit bonus and free spins? Also, were the winnings capped only from the free spins, or from the deposit bonus as well?

Thank you in advance for your clarification.

Best regards,

Attila

I received the free spins immediately after depositing €100. I uploaded 2 photos in a previous message regarding the bonus and the wagering requirements. The winnings were from the free spins.

Hello Denisebracke,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Okay thankyou

Hello,

Thank you for the additional information and the screenshots provided so far.

To properly assess whether the casino applied the correct maximum cashout rule, we need to verify exactly how the promotion was presented to players. Could you please provide either:

• a direct link to the promotion, or
• a screenshot/landing page showing how the offer was advertised at the time you claimed it?

In particular, we need to determine whether the free spins were advertised as part of a deposit bonus offer or as a separate no-deposit/free spins promotion.

Thank you for your patience and cooperation.

Best regards,

Attila

I cannot provide any more than what I have already done; I have already uploaded all evidence regarding the bonus, I deposited money and shortly afterwards I received that bonus without explanation or requirements, I have a gambling stop app so (fortunately) I can no longer do this on any gambling site.

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, Michal ([email protected]). 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

Hello Denisebracke,

My name is Michal, and I have taken over handling your complaint. I have reviewed the case and will attempt to contact the casino team to see if I can assist you. However, I must inform you that LegionBet Casino has not been particularly cooperative in resolving player complaints with us in the past, and they currently have several unresolved complaints, which unfortunately diminishes the likelihood of a favourable outcome for your complaint. Nevertheless, I will reach out to them and endeavour to find a way to help resolve the matter if possible.

We want to invite LegionBet Casino to join the conversation.

Dear LegionBet Casino,

Could you please provide the full description of the bonus used by the player when the disputed winnings were obtained, together with the applicable bonus terms and conditions?

In your communication, the cap on the player’s winnings appears to have been applied pursuant to the rules applicable to no-deposit bonuses. However, the player maintains that the bonus in question was in fact a deposit bonus. Therefore, we kindly ask you to clarify this discrepancy.

Should there be any factors influencing the situation that cannot be shared publicly, please feel free to share them directly with me at [email protected] for an independent review.

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.

Dear Denisebracke,

I have tried to contact the casino repeatedly but have had no success. I'm afraid there is not much that can be achieved without cooperation from their side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

For the future, I highly encourage you to select casinos based on their reviews and ratings, opting only for those that are well-established, licensed, and highly regarded to minimize encountering a similar situation. I regret that we were unable to assist you further in this instance.

Best regards,

Michal

Casino Guru