Leon Casino - Player’s account has been closed and winnings unpaid.

Subject: Complaint Regarding Account Closure and Unpaid Winnings

Dear Casino Guru Team,

I am writing to seek assistance regarding a dispute with Leon Casino concerning unpaid winnings and the closure of my account.

Background

On 6 May, I accumulated winnings of approximately AUD $10,000 through a combination of sports betting and casino games, including roulette. Earlier that same day, I successfully withdrew approximately AUD $1,500, which was processed and received in my bank account without issue.

However, when I attempted to withdraw the remaining balance of around AUD $10,000, my withdrawal was not approved.

Verification Process

Following my withdrawal request, Leon Casino asked me to complete additional verification procedures. I fully cooperated and provided all requested documentation, including:

Identity verification documents.

Additional account verification information.

A photograph of myself holding a piece of paper displaying "Leon" and the current date, as requested.

I completed every verification request promptly and in good faith.

Account Closure

After completing the requested verification steps, I received the following email from Leon Casino:

"In accordance with the decision of the security department, your account is locked.

We realize that this may cause inconvenience and we thank you for your understanding. The decisions made by our security department are based on the safety and security of all our users and the system. It is not subject to change.

Since receiving this message, I have been unable to access my account or withdraw my winnings.

Lack of Clear Explanation

Over the following weeks, I repeatedly contacted Leon Casino seeking clarification regarding the closure of my account and the status of my funds.

Unfortunately, I was never provided with a clear or consistent explanation. Different reasons were mentioned during my communications, including:

Alleged fraud concerns.

Claims that I had withdrawn more money than I had deposited.

These explanations were confusing and did not make sense in the context of my account activity. I have not been provided with any evidence or detailed explanation to support these claims.

Evidence

I have supporting evidence available, including:

Screenshots showing my winnings.

A screenshot showing my name listed among the casino’s top winners along with the amount won.

Records of the verification documents I submitted.

Email correspondence regarding the account closure.

Requested Resolution

I respectfully request Casino Guru’s assistance in reviewing this matter and helping me obtain a clear explanation from Leon Casino regarding:

Why my winnings have not been paid.

The current status of the funds remaining in my account.

I believe I complied with all verification requirements and acted in accordance with the casino’s procedures. I am therefore seeking a fair resolution and payment of my legitimate winnings.

Thank you for your time and assistance.

Kind regards,

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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.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• Did you achieve your current balance with the help of a bonus?
• 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

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

Thank you for your response.

To answer your questions:

How long were you a player at the casino and when was your account blocked?

I had been a player at Leon Casino since 5th of march 2026, My account was blocked shortly after I attempted to withdraw approximately AUD $10,000 in winnings on 6 May 2026. Prior to this, I had successfully withdrawn around AUD $1,500, which was received in my bank account.

How did you learn that your account was blocked?

After completing all requested verification procedures, including providing identification documents and a photo of myself holding a piece of paper with "Leon" and the date written on it, I received an email stating that my account had been locked by the security department and that the decision was final.

Did you achieve your current balance with the help of a bonus?

No, my winnings were achieved through sports betting and casino games, including roulette. I did not use any bonus that would justify withholding my winnings.

Communication with the casino

I will provide screenshots of my communication with Leon Casino, including the email informing me that my account was locked and any other correspondence relating to the closure of my account and unpaid winnings.

What concerns me most is that I fully complied with every verification request made by the casino, yet my account was still permanently locked. During my attempts to obtain an explanation, I received inconsistent reasons, including allegations of fraud and statements that I had withdrawn more than I had deposited. No evidence or detailed explanation has been provided to support these claims.

I appreciate your assistance and look forward to your help in resolving this matter.

Kind regards,

Dear Anthony4,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Leon Casino representative to join this conversation.

Dear Leon Casino,

Could you please provide clarification regarding this case?

Thank you in advance.