The player from French Guiana faced account closure after submitting verification documents and requesting a withdrawal of winnings. Although he was notified that the account was closed due to concerns about gambling, the player insisted he only had one account and had not received his funds. There was confusion regarding the withdrawal status, as the casino claimed it had been processed, but the player had not seen any transfer indicative of this. The issue was resolved when the player confirmed he received his money following further communication with the casino.
CryptoLeo Casino - Player’s account has been closed unexpectedly.
Resolved
Our verdict
Case closed
Amount: €450
CryptoLeo Casino
Safety Index:Very highCase summary
Discussion
Public
Public
10 months ago
Translation
Hello, I deposited 445 in 7 deposits into the casino on Thursday 06.02.2025. Before that I verified my personal data (ID card): Your account is now verified came
as email I still have the email.
. After I was able to win back 420 euros, I requested a withdrawal, then an email came asking me to provide additional documents to verify my account. I did that, I uploaded a bank statement and 3 screenshots from my wallet and my bank account app for the deposit. The casino then told me to copy the email:
To withdraw and verify your account, please upload the following documents to your profile:
- Payment slip dated 06.02.2025 15:19:19 50.00 EUR. It must contain your name, the transaction amount, the name of the recipient, the transaction ID and the time and date;
Please upload the documents to your profile on the casino website so that we can review them and verify your account.
https://cryptoleo.com/profile/verification
After verifying your account, we find that it is linked to another account. Creating more than one account at our casino is strictly against our rules.
You may only have one account. Only one account is permitted per household, IP, PC. If you attempt to open more than one account, any accounts you attempt to open may be suspended or closed and all bets may be void.
My account was still active, but I could no longer open games or make deposits. I continued to communicate with the live chat, which told me that the verification process was still running and that everything would be sorted out. I have documented everything using screenshots and will be happy to send them to you. I have sent the casino several emails saying that I only have this account and no other, which is an absolute lie. The casino has not responded to the verification or to my emails. This morning, February 8, 2025, I suddenly received an email saying that my account:
Dear Kevin,
We hereby confirm that your account has been closed.
I then went into the live chat to ask what this was all about. The employee gave contradictory information and did tell me that my withdrawal had been processed, but I hadn't received any emails about this, nor any confirmation of my verification. I was very suspicious about the matter because I've been scammed by casinos so many times when making withdrawals. I then wrote, quote: they won't pay me out any money, to which the employee said: yes, exactly! He did say that I would get my money, but this whole thing stinks too much for me. He then asked me if I wanted to reopen the account. I replied yes, then he sent me this message: I regret to inform you that your account has been closed due to concerns about gambling. In accordance with our policies, we cannot reopen it.
I then asked for proof and the gentleman sent me an email saying that my withdrawal had been successful, but that wasn't enough for me because an instant transfer would have been in my account in seconds, which still hasn't happened. I then asked the employee when they had transferred the money. He lied and said yesterday, February 7, 2025, because I had access to my account until this morning, February 8, 2025 at 7:57 a.m. and I could see that neither the verification nor the withdrawal had been confirmed, so the money couldn't have been transferred yesterday. I am asking you, Casino guro, to look into this matter because you advertise this casino with a 9.4 rating and I signed up with this casino based on your rating. I have numerous screenshots of live chat and all the emails that the casino sent me that I sent him.
Automatic translation:
Public
Public
10 months ago
Hello Kevbo1337,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with CryptoLeo 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?
- Did the casino provide any evidence of multiple accounts?
- When was the last time you spoke to the casino and what was it about?
Would it be possible to forward the communication between you and the casino related to this case to [email protected] for further review?
Looking forward to your answer.
Regards,
Nick
Public
Public
10 months ago
Translation
Hello,
The verification process was confirmed once (you can see it in the attachment to the email I sent them). Then the casino wanted new documents and I submitted them. The process has been running since Thursday. The casino had told me several times that it would not take longer than 24 hours, and as I said, this morning my account was completely blocked and I no longer have access to it. The casino gave me no information, proof or anything similar regarding the duplicate account. According to the casino, my player account was also blocked in the end because of my gambling behavior. Despite this, I insist on my legitimate winnings, which are even less than what I deposited, because ultimately they would have to pay me 450 euros. Today I spoke to the casino about the account blocking and what is happening with my money. They told me that the money had been transferred, but as I said, I have not received any money in my bank account to date. I doubt that the money was transferred because I selected instant transfer as the withdrawal method. As I said, I sent them all chat histories and emails.
Automatic translation:
Public
Public
10 months ago
Translation
This morning, February 9, 2025, I was in the live chat again where I was told that my money should be there in a few hours, then a few hours later another employee said that my problem had been reported, now the reason for closing my account is apparently that I said I was addicted to gambling. I never wrote in the live chat at this Cryptoleo casino that I was addicted to gambling. The casino does not respond to any of the emails I sent. I sent the live chat recording from today to your email address.
Automatic translation:
Public
Public
10 months ago
Translation
I received my money today. You can mark the complaint as solved! Thank you for your help 🙂
Automatic translation:
Public
Public
9 months ago
Dear Kevbo1337,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
