CasinoLeo - Player’s withdrawal is delayed.

I applied for a withdrawal by bank transfer in June, but was unable to withdraw due to maintenance. I inquired and received an email asking me to wait until the maintenance was over, so I waited, but then they withdrew.

I would like you to pay the 250,000 yen I requested for withdrawal.

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Dear koukou0707, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with CasinoLeo. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Have you made any successful withdrawals before?  
• Has the casino contacted you before its closure?
• Could you please confirm that you have passed the KYC verification? 
• Have you accumulated your winnings with or without an active bonus? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Katarina

I have made one successful withdrawal.

2 There has been no notice of closure from the casino.

3 I made sure to verify my identity. I must have submitted a photo of myself and my driver's license.

4 I have withdrawn my winnings several times.

This time I was accumulating funds, but I requested a withdrawal when it reached 250,000 yen.

thank you.

How is it going so far?

Dear koukou0707,

thank you for your reply.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

I sent the photo.

Thank you very much.

Dear koukou0707,

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, Lucia ([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,

Katarina

Hello katjaleesch,

I am sorry to hear about your troubles. I am Lucia and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Note that this casino is listed as closed, so please be aware that the experience may not meet your expectations.

Also, if there happen to be any developments, please keep me informed.

Best regards,

Lucia

Should I just wait for myself?

It's a big amount, so I really want to ask for it.

Thank you very much

Hello koukou0707

I tried to contact the casino, but since it no longer operates, the email was undelivered.

I will continue my efforts to reach them, but given that the casino has closed, the chances of a successful response may be low.

Please rest assured that I will update you if there are any developments.

Does the company that operates Casino Leo also operate other online casino sites?

Is it possible to contact them from there?

Thank you very much

Dear koukou0707, 

I am sorry to confirm that since we haven’t received any response from the casino regarding the issue, we cannot continue with the complaint resolution process and are forced to close it as ‘unresolved’.

Usually, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

Should you choose to pursue this further, you may reach out to the licensing authority, the New Brunswick Gaming Authority, at https://thetgc.ca/about/. I have exhausted all available options on my side, and at this point, there is no additional action I can take. I trust the authority will be able to review your case accordingly.

I’m sorry I couldn’t do more to help in this situation.

Best regards,

Lucia