Leon Casino - Player's account has been closed after winnings.

Good afternoon,

I would like to file a complaint regarding my account nº 714734523 at Leon Casino.

I have been using this casino since October 16 and during this time I made thousands of deposits and several withdrawals without any issues. My account had always been verified and fully compliant with all the platform requirements.

However, on January 29, I placed a €10 bet with very high odds (850), which ended up winning. When I attempted to withdraw my winnings, I was suddenly asked to provide multiple additional documents, despite my account already being verified.

I submitted every requested document correctly and even completed a video verification call successfully, with no issues reported during the process. Despite this, later that same day I received an email stating that my account had been permanently blocked for alleged "fraud", without any clear explanation, evidence, or details regarding these accusations.

After this winning bet, a few days later I continued playing in the casino section, opening bonuses and continuing to use my account normally. During this time, I managed to increase my balance to approximately €11,500. However, when I attempted to withdraw these funds, I discovered that withdrawals were no longer possible due to the account restriction.

I have never committed any fraudulent activity. I simply placed legitimate bets and played normally on the platform. I find it extremely unfair and suspicious that after winning significant amounts, my account was suddenly blocked without transparency or a proper justification.

Additionally, support informed me of the following:

"At this moment, you can only deposit the remaining amount needed to reach 30 EUR in order to withdraw the 9.50 EUR."

They also stated:

"You will not be able to open any more accounts. Any new account opened will be blocked and the funds retained."

I consider this situation completely unacceptable, especially after fully cooperating with all verification procedures requested by the casino.

I kindly request that this case be urgently reviewed, that my account be restored, and that my funds and account history be returned. Otherwise, I will proceed with formal complaints to the appropriate consumer protection and gambling regulatory authorities, providing all evidence and communications related to this case.

I look forward to a fair and transparent resolution.

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Dear rafasanchs,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the casino.

To better understand the specifics of your situation and to assist you effectively, could you please provide answers to the following questions?

• How much did you win from placing the €10 bet? Please name the game and the genre (eg. slots, live games or sports) you won the bet.
• Could you please provide the exact date when you managed to increase your balance to approximately €11,500?
• What was the exact date when you received an email stating that your account had been permanently blocked for alleged "fraud"
• Could you provide us with a copy of the email or messages you received regarding your account being blocked for "fraud"? Please post it here or send it to jean.s@caisno.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue.

Best regards,

Jean