The player from Germany reported that despite multiple self-exclusion requests, he was able to open a new account with Leonbet and make deposits, which violated their terms. He also noted issues with customer service providing conflicting information and a lack of compliance with his GDPR request. The player was considering legal action if a satisfactory resolution was not reached. The complaint was rejected by the Complaints Team because the incident had occurred more than six months prior, making effective investigation and evidence collection impossible. The player was informed about the Global Self-Exclusion Initiative and advised on additional support options.
Leon Casino - Player faces account violations and delayed response.
Closed
Our verdict
Other
Amount: €1,233
Leon Casino
Safety Index:Very lowCase summary
Discussion
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2 months ago
Translation
Dear CasinoGuru Team,
1. Despite multiple self-exclusion requests and confirmation from Leonbet, I was still able to open an account and make payments.
2. There are demonstrably multiple accounts using my personal data, which constitutes a clear violation of Leonbet's terms and conditions.
3. Deposits were accepted even though blocks were active or had been requested.
4. Customer service provided conflicting information regarding the blocking period and the inspection.
5. Leonbet did not provide me with all the data in response to my GDPR request (Art. 15 GDPR).
I have contacted Leonbet again and set a deadline for a response. If no satisfactory solution is reached, I will consider legal action and informing the regulatory authorities.
Thank you for your support.
Best regards
SSH
I can send you more files if desired.
Edited by a Casino Guru admin
Automatic translation:
Public
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2 months 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.
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2 months 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.
- Can you please provide me with the exact timeline of all the accounts you've created at this casino? Specify the exact date you opened each of your accounts, and when exactly you closed them. Also, please specify if the account was verified at the time of self-exclusion.
- Have you closed all your accounts due to gambling addiction?
- Have you provided the exact same personal information in each of your accounts?
- When was the last time you accessed any of your accounts that should have been self-excluded due to gambling addiction?
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
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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2 months ago
Thank you for providing me with the details. I apologize, ihea1984, but we are unable to assist you with your request. Due to the amount of time that has passed since the incident you described—more than six months ago—we are no longer able to investigate the matter effectively. Our policy does not allow us to pursue cases that are considered "cold cases," as collecting evidence and reconstructing an accurate timeline becomes too difficult after such a period.
Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.
Best regards
Veronika
As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).
BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods.
Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.
