Leon Casino - Player’s account closure request is not respected.

Good afternoon,

in 2023 I asked this casino to close my account due to gambling addiction. Since then, they've allowed me to make a new account twice (I've already closed it again and made a new account). With exactly the same data, same name, same mobile phone, everything... Even when I asked if I could open an account, they told me yes, that they had no record of old accounts. They don't respect the law when it comes to gambling addiction.

Dear Miidelgado,  

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

• Could you please specify when exactly you opened your latest account? Do you have access to it at the moment?
• Were you requesting a permanent self-exclusion due to gambling addiction for your previous accounts? Were those requests acknowledged by the casino?
• Would you be so kind as to forward me the account closure requests that you sent to the casino in the past and their responses? My email address is [email protected]. 
• Please specify if you used the same email address for creating new accounts.

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,

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Good morning,

my last account was created about two weeks ago.

Yes, I requested that it be closed due to gambling addiction and they closed the account.

I'll send you all the proof.

The accounts were always reopened with the same data: email, name, mobile number.

Dear Miidelgado, thank you for your emails. Based on your communication with live chat, the casino claims they sent you an email on 06.09.2023 in which they informed you about how to proceed if you wanted a permanent self-exclusion. You told them that you hadn't received such emails, and the casino forwarded them to you. Can you please share it with us too?

Have you requested the permanent self-exclusion as instructed by the casino support yesterday in your chat with them?

I have already sent the only proof they sent me today, two chat messages that simply say nothing... nor do they indicate any form.

It's a chat conversation where I ask and justify again for gambling addiction to close my test account (the main one had already been closed)... and after that I received an email saying that the account had been closed.

I don't understand how they do this to players even though I've mentioned the gambling addiction and the request to close the account several times... They did something wrong and now they don't want to take responsibility.

I take responsibility for everything I've done up until September 2023... they have to take responsibility for everything that's happened since then.

I hope this has an impact, and that more players aren't going through the same thing.

I see that all the complaints made by players in this regard... have been closed by the guru. Please check what's going on, because they really don't comply with the laws... They didn't comply with me! And I have proof of that, and they don't! Because the form they say I should have filled in wasn't even sent to me in 2023!!! They have no proof of this because there was no such information. They probably didn't even ask for it back then.

Thank you very much, Miidelgado, for your cooperation. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

I'm waiting for a message from him?

Hello Miidelgado,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Good morning,

when will he be on vacation?

Dear Miidelgado,

Please accept my sincere apologies for the delayed response to your complaint, as I was recently on sick leave.

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Leon Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Leon Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account remained open despite multiple self-exclusion requests and explicit statements indicating a gambling problem?

Additionally, I would appreciate a detailed clarification on how your platform allowed the creation of additional accounts using the same personal information that was previously linked to an account closed due to gambling-related issues. This aspect is particularly troubling and warrants a thorough explanation.

Your detailed response is essential to ensure this matter is addressed fairly, transparently, and in line with best practices for responsible gambling.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Dear Casino Guru team,

The account with the specified email address is not found in our system. Please ask the player to provide the correct information.

Best regards,

Alexander

Leon Compliance Officer

Dear Leon Casino,

The player has provided her email address in the latest post. Were you able to locate her account in your system?

If so, could you please share the details regarding the issue she is experiencing?

Thank you for your cooperation.

A complaint of this kind can't and shouldn't have been sitting unanswered for over a month....

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.

Dear Casino Guru team,

We found no evidence that the player mentioned a gambling addiction. However, we can see that the player requested to close their old account, which, as you know, is a different case.

Best regards,

Alexander

Leon Compliance Officer

Not only was it said in the chat... It was said by email several times...

As you can see in the email I've sent in print.

Dear Leon Casino,

The player has stated that, after closing her initial account, she was able to create two new accounts using the same email address, phone number, and personal information.

Could you please confirm whether this is technically possible within your system? Additionally, are you able to identify and verify the existence of any such connected accounts based on the provided data?

If available, I kindly ask you to share any supporting evidence - whether confirming or refuting the player's claims. You may send this information directly to my email at [email protected].

Thank you for your cooperation.

They don't answer... I'll reply, as you can see from the emails I sent you at the beginning... yes, it's possible. With the same email with all the same data... I've reopened my account more than once.

I'm sending again the proofs where they let me make a new account with the same email.

I'll send it to:

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.

Good morning, they don't reply, but I've already sent you proof that it was possible to make accounts with the same data more than once after mentioning gambling addiction

Dear Casino Guru team,

We'll need some extra time to review and investigate the case thoroughly before responding. We’ll follow up once I’ve gone through everything in detail.

Best regards,

Alexander

Leon Compliance Officer

I opened this thread in May, August is only a few days away... I can wait another week

Dear Leon Casino,

I would like to follow up on a simple question I raised regarding the functionality of your system. Given its straightforward nature, I’m unsure why it has taken over three weeks to receive a response. Could you please provide an update?

Additionally, you referred to a "different case" where the player requested the closure of an older account. Could you kindly provide more details about this account? Specifically:

• Were the personal details entered correctly on that account?
• Was the account verified?
• What was the registration email address used?

You are welcome to respond to these questions here in the thread or privately via email at [email protected].

Thank you for your cooperation.

This will last until Christmas.... they've made a mistake and don't know how to get out of this hole!

Once again they don't answer... We've been complaining about this since May!

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.

Hello, Casino Guru Team,

Effective May 16, 2025, Leon Casino came under new ownership and began operating under a gaming license issued by the Government of the Autonomous Island of Anjouan. As a result, Leon Casino is no longer licensed or regulated by the Kahnawake Gaming Commission (KGC).

The new management has no access to any correspondence, records, or communications related to inactive (deleted) accounts from the previous ownership and is therefore unable to verify the player’s claims. While we can permanently exclude the player’s current account upon request, we are unable to issue refunds for the amounts claimed.

Good morning, I have a chat conversation where they confirm that they have access to my old information but that I would still have to make a new account to play at Leon.

I'll forward it to the casino guru

I'm also sending you the conversation I had in chat, where they confirmed that they had access to my exclusion in 2023.

"09:36 AM | Filipe from LEON: Hello, Maria!

We apologize for the delay in answering your question.

After checking your case, we see that you had your self-exclusion activated correctly in 2023."

This information is in the email I sent you on 17/07/2025

Initially, what you were claiming was that I didn't fill in a document - WHICH I WAS NEVER INFORMED OF. On the other hand, you were informed of my gambling addiction by me and you had that information! Don't say you didn't, because the email proves that yes, you had access to everything.

Dear Alexander & Leon Casino,

According to the chat transcript from May 20, 2025, provided by the player, your agent demonstrated full awareness of the player’s self-exclusion in 2023. The agent referenced the exact date of the self-exclusion as well as prior conversations with the player regarding the matter.

Given this, I would like to understand: what happened to all of this data in the meantime? Did it simply disappear from your system? You previously stated that the casino changed ownership on May 16 and that you no longer have access to any prior data. This position appears inconsistent with the transcript, where your own representative had access to and cited historical self-exclusion records after the alleged ownership change.

Could you please provide a clear explanation of this discrepancy?

Thank you for your cooperation.

It's not easy for Leon to admit guilt!!! How much longer is this going to take? Get it over with! The evidence is there for all to see. Admit guilt, pay and learn from your mistakes! Don't make mistakes like this again with people who ask you for help because of gambling addiction.

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.

They still haven't replied... It's September! I've been waiting for them to resolve this since May.

Dear Casino Guru Team,

We understand the concern raised regarding the chat transcript dated May 20, 2025. At first sight, it does appear inconsistent with the statement that prior player data was unavailable following the ownership change on May 16, 2025.

To clarify, at the point of ownership transfer, full historic player account data (including responsible gaming flags and self-exclusions) was no longer accessible to our current operating team. However, it seems that certain legacy system interfaces and chat tools remained temporarily active after the transition, which may have enabled our agent to view historical notes from the prior database. This was not anticipated, and we are currently investigating why this occurred and how long such access was possible.

We want to stress that this was not a deliberate act of data removal or disregard of responsible gaming obligations. Instead, it appears to be the result of a technical overlap during the migration of systems connected with the change in ownership.

Please rest assured that we are taking the matter seriously and working to ensure that such discrepancies do not occur again in the future.

Thank you for your understanding and cooperation.

What you're trying to tell me is that all the old customers who have asked to close their account can reopen it today. Is that right? It doesn't matter about the casino's history? Do you consider everyone who wants to open a new account at Leon to be eligible?

In my case, even though you confirmed that I had closed my account due to gambling addiction, they let me make a new account? "simply because it wasn't up to you"? You bought the casino after that. Is that it? In conclusion, it doesn't matter who the player is, it matters in legal terms that you get away with it. The problem is that in my case, you knew about my gambling addiction and my gambling addiction claim. So legally, you're doing the wrong thing.

I've had emails from you saying that although I closed my account due to gambling addiction, I didn't send any "paperwork" that I should have filled in and sent in. To which I said that I had never been asked for any paper... Since they never asked me for any paper, and I asked them to send me proof of how they asked me for the document... they started playing with the "sale" of the casino in May. Stop going round and round about this. You had full access to the history, since that was the first thing you defended yourself with! you had access! Period...

Dear Miidelgado,

When you submitted your complaint, you indicated a disputed amount of €5,000. However, it is still unclear how this figure was determined. Could you kindly clarify the basis for your claim of this financial compensation?

Thank you for your cooperation.

Good morning, if I were to determine the amount, it was much more than that. There have been several deposits over time since 2023. But I don't understand the question after 4 months, that won't be relevant... But Leon can show you the deposit history and if you want, you can pay in full. I'd be happy to.

Dear Miidelgado,

Thank you for your message. I completely understand your concerns; however, in order for us to proceed, it’s essential that we establish an accurate timeline of events. Refund eligibility in self-exclusion cases depends directly on the exact dates and amounts of deposits and losses.

For this reason, we cannot rely solely on the amount you state was owed. We must review supporting evidence to properly assess your claim. Could you please provide documentation, such as bank statements or deposit confirmations, covering the period during which the new accounts were opened and used?

You may send these documents to me directly at [email protected]. Once received, we will carefully review the information and move forward accordingly.

Thank you for your cooperation and understanding.

You're already making it up so you can't go through with it.... I had the leon account available so I could see it, until a couple of weeks ago, I was always able to get in there... and now they won't let me in... Are you done with them? It would seem so! If they give me access to the account, I'll be happy to tell you. I've had this complaint open since May, this management you're putting me through today could have been done at the beginning, I had months with access to the account (although I could deposit then), now they remember this issue???? After they blocked me a few days ago???? I'm sorry, but I find this very strange, in fact, to date, I haven't seen ANY complaint of this kind, where you or another colleague of yours have asked for evidence to ascertain the exact heat!!!! They have never asked, I only see that question in this thread of mine. If you don't want to help me, don't make it up!!! It seems that the big problem here is knowing exactly how much has been deposited. Friend, the big problem here is that they fail with the laws and with their licenses.

They're inventing something almost in October that I had available in May...? And that you could have asked for on the spot... And that I had access to, it's just that by coincidence, I only don't have access to it now... I'm sorry, but this isn't strange, it's very strange! Let them answer what you've asked them so far, let them admit their fault, and let me see the history, as I've always been able to see it... Until a few days ago! And you, guru, don't make up something that has never been asked in threads like this. No one from guru, in any complaint like this one, has ever asked the person who was complaining any such question.

In conclusion, they blocked my account a few days ago. If you asked me that in May, June, July, August.... I had all those months to answer your question! By coincidence, you're only asking me that today... And you're asking, and asking for, something I've never seen asked in any complaint of this kind. See if you want to help me, or if you're trying to defend the casino. It seems that the important thing now is for the victim to have proof, not for the accused to defend his mistake. Mate, I might not even get any money, but they have to have the rating pulled down.... They let people with gambling addictions go back to making new accounts!!! That was the most important thing here, and you seem to be forgetting it!!!

Dear Miidelgado,

Firstly, I kindly ask that we keep our communication constructive and to the point. I appreciate the effort you’ve invested in reviewing our complaints procedures and case history. However, in order to move this case forward, we require concrete, verifiable information rather than unclear or contradictory statements.

At this stage, we are still missing several essential elements:

• Initial self-exclusion request (September 2023)

You have provided emails confirming that your account was later closed, but we do not yet have the original self-exclusion request itself. Without this, we cannot verify whether you explicitly indicated a gambling problem at the time of your request — which is critical for us to proceed.

• Disputed amount

Contrary to your statement, we do require confirmation of the disputed amount in every relevant complaint. This information is necessary to assess refund eligibility. Please note that even if we conclude you are eligible, we cannot compel the casino to pay any arbitrary amount, only the sum that can be substantiated as unjustly lost.

• Timeline of events and account history

The chronology you have provided remains unclear. Information about different accounts, dates, and self-exclusion periods appears inconsistent. For example:

• Your initial account (76996082) was closed following your September 2023 self-exclusion request.
• On the same day, you created another account (77605294) "to test if self-exclusion works."
• On May 1, 2025, live chat records show that support staff could not initially locate your account, later found it, and advised you to create a new one.
• In May, you also stated that your most recent account was subject to a six-month self-exclusion, valid until November 19, 2025.

What remains unclear is: which account(s) are you claiming remain active, how many accounts have you created in total, and which specific account(s) are relevant to this complaint. Please provide a clear, chronological summary.

Our goal is to assist you, but in order to do so, we need complete, consistent, and verifiable information.

Thank you.

Dear Leon Casino,

We would appreciate your assistance in clarifying this case.

Could you please check your database to determine whether any current accounts belonging to this player exist? In addition, we need official documentation regarding the recent change in ownership. Specifically, we would like clarity on whether the transfer of ownership affected all player records or only certain categories such as self-exclusion data. It is important to know whether records were deleted, preserved, or fully transferred to the new owner.

As you understand, we cannot rely solely on verbal assurances of an ownership change when assessing responsibility. For this reason, we kindly ask you to provide formal proof of the change, along with details of how player records - especially those related to self-exclusions - have been handled since the transfer.

Thank you for your cooperation.

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.

Dear Casino Guru,

The Company has already responded to your initial inquiry and our position remains final. We will not be providing any further documentation or engaging in additional correspondence on this matter.

Under the Anjouan licensing framework, we are obliged to follow the established complaints procedure: all complaints must first be addressed directly with the operator, and only then may the regulator determine whether to escalate through an accredited ADR. In line with these obligations, we therefore consider this matter fully addressed.

Should a valid request be received from the competent regulator or a formally accredited dispute resolution service, we will consider and decide on the submission of documentation in accordance with our regulatory duties.

Thank you for your understanding.

Best regards,

Leon Compliance Team

I disagree. You didn't answer all the questions he asked.

Lower your ratings of these lowlifes once and for all. They don't want anything else, I simply want everyone to be aware of how they work... And the lack of respect they have for addicted players.

Dear Leon Casino,

Thank you for your response.

Dear Miidelgado,

Unfortunately, since the casino has explicitly stated that they will not engage further in this matter or provide any additional documentation, we have no other option but to close this complaint as unresolved. Without cooperation from the casino’s side, there is unfortunately very little that can be achieved at this stage.

I understand that this is not a satisfactory outcome for you. However, please note that a decrease in the casino’s rating resulting from unresolved complaints can sometimes encourage them to reconsider their approach. Should the casino decide to respond in the future, we will immediately reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at [email protected].

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Kubo