HomeComplaintsBlueLeo Casino - The player's account got blocked.

BlueLeo Casino - The player's account got blocked.

Black points: 250

Amount: €29

BlueLeo Casino
Safety Index:Above average
Submitted: 12 Jun 2023 | Unresolved : 09 Aug 2023
Unresolved Our verdict

Insufficient evidence from casino

UNRESOLVED

Case summary

1 year ago

The player's account got blocked during the verification process. Casino stated they have closed the player's account according to the casino administration's decision based on the security notification but have not provided sufficient evidence therefore we closed this complaint as unresolved.

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1 year ago
Translation

Hello,


I signed up at Blue Leo Casino. Deposited with no bonus and played with no problems. However, after uploading all the documents for the KYC procedure, my account was blocked. Why do they ask me for all the documents first and after receiving them they block my account and refuse my withdrawal.

I used to have an account there, but I didn't pay out anything or activate a bonus. I couldn't remember the dates.

Automatic translation:
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1 year ago

Hello frankschmank99,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BlueLeo Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Do I also understand it correctly that you have multiple accounts in the casino?

Looking forward to your answer.

Regards,

Nick

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1 year ago
Translation

The verification process took over a week. ID, address, id with selfie and deposit proof have already been approved. I last wrote to the casino 3 days ago and wanted to know when my documents will be approved, the day after my account was blocked. The support said they would contact me and since then no message from them.

I have never had another account with blueleo.

Automatic translation:
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1 year ago

Hello frankschmank99,

It is possible to forward the communication between you and the casino to nikolas.b@casino.guru?

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1 year ago

Ok

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1 year ago

Hello frankschmank99,

Based on the e-mail forwarded it seems like the documents were sent in a wrong format or did not meet the criteria set by the casino.

Is it possible to forward them in the correct for again? If the casino still would not approve them, we can try to intervene.

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1 year ago
Translation

I already have and have not had an answer since

Automatic translation:
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1 year ago

Thank you frankschmank99 for all the information provided so far. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

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1 year ago

Hello there,

Thank you frankschmank99 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BlueLeo Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and if we can do anything to help resolve this issue.

Thank you!

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1 year ago

Hello,


We will investigate the case and reach out to you.


Best Regards,

BlueLeo

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1 year ago

Hello,


The player's account has been closed according to the casino administration's decision based on the security notification.

We also see that a withdrawal request was made on 10.06. but was approved on 03.07. with a delay due to the account being blocked.

We apologize for any inconvenience caused by requiring the documents, but the KYC process was started before this decision was made.


Best Regards,

BlueLeo Casino

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1 year ago

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.

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1 year ago

Hello,


The player's account has been closed according to the casino administration's decision based on the security notification and will not be reopened.


Best Regards,

BlueLeo Casino

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1 year ago

Dear BlueLeo Casino Team, could you please provide any reasoning or evidence of fraudulent activity here or to my email (peter.c@casino.guru)? Thank you in advance!

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1 year ago

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.

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1 year ago

Hello,


The player's account has been closed according to the casino administration's decision based on the security notification and will not be reopened.


Best Regards,

BlueLeo Casino

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1 year ago

As you have not provided any evidence to your accusations we will now close this complaint as unresolved which may negatively affect your rating. The complaint can be reopened at any time.

Dear frankschmank99, If the casino decides to react, we will reopen the complaint and you will be notified by email. I am sorry we could not be of more help on this occasion.

Best regards,

Peter

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