The player from Germany had reached the highest level of the new loyalty program but had not received the corresponding €5,000 bonus, as the previous program's points affected the eligibility. He found this unfair and had contacted support multiple times without resolution. The issue was resolved after the player marked the complaint as resolved, indicating satisfaction with the assistance provided.
Leon Casino - Player is denied loyalty bonus after account transition.
Resolved
Our verdict
Case closed
Amount: €5,000
Leon Casino
Safety Index 1.1 Very lowCase summary
Discussion
Public
Public
10 months ago
Translation
Hello,
For me it's about the following:
Leon has a new loyalty program (VIP Club), and all the loyalty points collected from the old loyalty program were essentially credited, so I have the following problem.
I have already reached the highest level in the new loyalty program (2,000,000 points), which also comes with a bonus of €5,000, but I have not received this credit.
The old loyalty program also offered a €5,000 bonus, but only starting at 5,000,000 points. So, I haven't received the highest bonus of €5,000 yet, and I won't get it in the new loyalty program either. I find it very unfair, since I earned the necessary points, and the points were also transferred to the new loyalty program. So, I essentially get nothing from the new program now, since I've already reached the highest level...
I think I'm definitely entitled to the bonus. I've written to support several times, and they just keep fobbling me off with excuses, and I don't get anywhere.
Can you help me with this in any way?
Best regards
Automatic translation:
Public
Public
10 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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Leon Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Did the casino outright inform you that you are not eligible for the bonus?
- Which of the VIP rewards or bonuses was awarded to you most recently? When was it? Was there a situation where you reached a new VIP level solely under the new system?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
Thank you very much in advance for your reply.
Best regards,
Tomas
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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
10 months ago
TranslationHello, I have forwarded all emails and screenshots to the email address you provided.
Best regards
Daniel
Automatic translation:
Public
Public
10 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear DaRu87,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Tomas
