Legiano Casino - Jogador relata cobrança indevida em recurso do cassino.

Description of the Issue

While playing Sugar Rush 1000, I encountered a significant discrepancy between the advertised cost of a feature and the actual amount deducted from my balance.

• The Error: I selected the "Buy Free Spins" option at a $0.20 bet level. The game interface explicitly stated the cost was $20.00.

• The Evidence: Upon confirmation, my account balance was reduced from $27.89 to $1.89—a total deduction of $26.00.

• The Discrepancy: I was overcharged by $6.00 for a single transaction.

Supporting Evidence

I have captured a screen recording that clearly shows the $20.00 advertised price followed by the incorrect $26.00 deduction from my real-money balance.

Previous Communication

I have reached out to Legiano support and VIP managers multiple times via email. I have requested a refund of the overcharge and compensation for the technical instability, as I suspect this is a recurring bug that has caused previous undocumented losses. To date, the matter remains unresolved

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Dear ksala67310, Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as your communication with the casino's customer support and your game history with the exact time of the incident to attila.g@casino.guru? Have you stopped playing right after the incident?

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way. Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Attila

Ok I’ll get u evidence.

i think the how slot machines work is a little more complicated . I can assure you that the input is not just the one press of spin button. Also there is player profiling . It’s not truly random

Dear ksala67310, thank you for your response.

In order for me to properly asses the issue, could you please share your game history? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period.

Thank you in advance for your reply.

Dear ksala67310,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru