The player from Germany had enjoyed playing at Legiano Casino but was missing €10 free credit from a 'Wheel of Fortune' promotion. Despite making multiple inquiries through live chat and emails to support, she had not received a resolution and kept getting the same response. The player did not provide any screenshots or evidence confirming the credit was awarded, and the casino's records did not show the bonus. We resolved the issue by closing the complaint due to lack of proof, advising the player to keep records of such bonuses in the future.
Legiano Casino - Player's bonus credit is delayed.
Closed
Our verdict
Insufficient evidence from player
Amount: €10
Legiano Casino
Safety Index:HighCase summary
Discussion
Public
Public
1 month ago
Translation
Hello,
I have always been very satisfied and enjoyed playing at Legiano Casino.
On November 5, 2025, I received 3 spins in the "Wheel of Fortune".
1st spin: Free spins
Second spin: €10 free credit
3rd spin: €5 bonus credit
The free spins and the €5 bonus credit have been credited to my account, but the €10 free credit still hasn't arrived.
I have already asked several times in the live chat and also sent several emails directly to support, but without success.
I always get the following answer:
" Your request has been forwarded to the relevant department. You will be notified by email."
Automatic translation:
Public
Public
1 month ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
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.
Public
Public
1 month ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Did you see any error message or pop-up after the second spin, or did everything appear normal and the credit simply didn’t show up?
- Do you have any screenshots of the Wheel of Fortune reward history or any message inside your account showing that the €10 credit was awarded?
- Have you checked your bonus or promotion section in case the €10 credit is waiting for manual activation?
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
Veronika
Public
Public
1 month ago
Translation
No, nothing so far. I've been repeatedly told that they're sorry to hear about my problem and that it's been forwarded to the relevant department so they can look for the cause of the error to prevent it from happening again.
Automatic translation:
Public
Public
1 month ago
Please forward me all the communication between you and the casino customer support regarding the uncredited reward at [email protected]. Thank you for your cooperation.
Public
Public
1 month ago
Translation
And that's exactly what the conversations in the live chat look like. Just pointless stalling from their side.
Automatic translation:
Public
Public
1 month ago
Hello mietz88,
We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Public
Public
4 weeks ago
Thank you for providing me with the additional information. However, I have not received any evidence that you won the aforementioned free spins at all. Do you have any screenshots or records in your casino account confirming that you won the spins that have not been credited to your account yet?
Public
Public
3 weeks ago
Translation
Unfortunately, I didn't take a screenshot of it.
I've already checked my profile to see if it's somehow visible when and where I used which bonus and how much was credited to me, but unfortunately that's not possible.
The only thing I can see are the deposit bonuses or the amount of the bonus.
Everything I received in terms of free spins in 'BONUS CRAB' or 'WHEEL OF FORTUNE' or no deposit free spins is not recorded anywhere!
Automatic translation:
Public
Public
3 weeks ago
Translation
This should actually be recorded in their system and be fully traceable.
When exactly (date/time) did I use and receive which bonus (deposit bonus or 'Wheel of Fortune' or 'Bonus Crab' or 'No Deposit Free Spins') and in what amount (bonus credit/free spins + earned bonus/credit)?
Unfortunately, not all of this is visible in my profile overview!
Automatic translation:
Public
Public
2 weeks ago
Dear mietz88,
Thank you for your patience. Unfortunately, since there is no record or screenshot available on your side to confirm that this credit was awarded, we are unable to proceed with a formal claim to the casino. We understand this is disappointing, and we recommend for the future to keep screenshots or records of any bonuses or spins received, as this is the only way to resolve such issues reliably.
Thank you for your understanding.
Best regards
Veronika
