The player from Peru faced account closure and accusations of money laundering after submitting various verification documents for a withdrawal of his winnings. He felt these accusations were unfounded and demanded the return of his winnings, as well as the ability to withdraw his total balance. The Complaints Team reviewed the evidence provided by the casino and determined that the player's gameplay involved methods that violated the casino's terms and conditions, specifically opposite betting. Consequently, the complaint was deemed unjustified.
Leon Casino - Player's account has been closed with confiscated winnings.
Closed
Our verdict
Unjustified complaint
Amount: 746 S/.
Leon Casino
Safety Index 1.1 Very lowCase summary
Discussion
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1 year ago
Translation
GOOD MORNING, ON OCTOBER 10TH, I CREATED MY LEON ACCOUNT. I AM A USER FROM PERU. I MADE MY FIRST DEPOSIT OF 500 PEN AND PLAYED NORMALLY IN DIFFERENT EVENTS, INCLUDING SPORTS AND LIVE CASINO, MANAGING TO GET A TOTAL BALANCE OF 1219 SOLES. I TRIED TO WITHDRAW MY MONEY AND THEN THEY STARTED REQUESTING ADDITIONAL VERIFICATION.
1.- I ATTACHED A PHOTO OF MY DNI - IDENTITY DOCUMENT
2.- I ATTACHED A SELFIE WITH MY IDENTITY DOCUMENT - A SELFIE WITH MY PC, SHOWING MY PLAYER ID
3.- AND THEY REQUESTED A BANK STATEMENT SHOWING MY DEPOSITS TO LEON.
I JUST ATTACHED IT TODAY, NOVEMBER 2ND, SINCE BANKS ONLY ISSUE THESE DOCUMENTS AT THE END OF THE MONTH.
ORIGINAL DOCUMENTS.
I WAS SURPRISED TO RECEIVE AN EMAIL INFORMING ME OF ACCOUNT CLOSURE AND ALLEGED MONEY LAUNDERING FRAUD, FOR WHICH THEY PROVIDED NO FURTHER EXPLANATION, A TOTALLY INAPPROPRIATE AND UNFOUNDED ACCUSATION, SINCE THE DEPOSITS WERE MADE FROM MY OWN ACCOUNT, AND THEY ARE MINIMAL AMOUNTS, 500 PEN = 150 USD. THEY CONFISCATED MY WINNINGS AND ARE DEDUCTING 5% FROM MY DEPOSITS. NO SOLUTION IS PROVIDED. I DEMAND THE RETURN OF MY WINNINGS AND TO BE ALLOWED TO WITHDRAW THE FULL AMOUNT OF MY MONEY.
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1 year ago
Hello Juliopalomino0505,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Leon Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when exactly is the verification process ongoing?
- Have you ever been banned in any online casino in the past?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Dear Juliopalomino0505,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 year ago
TranslationGood afternoon, excuse me for just responding. 1.- The verification started approximately on October 14, they asked me for photos, selfies with my document, with a written sheet, a selfie with a 2nd cell phone where my ID is verified that I am the player, everything was fulfilled, and at the end they requested a BANK STATEMENT to validate the deposits, which I quickly attached SCREENSHOTS, PAYMENT VOUCHERS, all to verify that the payments were made from my own account, which they rejected the information and request an EXTRACT yes or yes, in PERU the banks, the statements are only issued at the end of the month, that is why I had to wait until the end of October to be able to ATTACH THE ORIGINAL PDF FILE. which I attached and minutes later, they froze my account, they only let me withdraw my deposited money and they confiscated my earnings, alleging money laundering, which is totally false.
2- In the past I never had any problems with any other casino or betting house, on the contrary, I have accounts on different platforms, where I must verify and I can continue playing without any problem, it is the first time that a company like LEON accuses me in this way,
3.- I no longer have access to my account online, I could only communicate via EMAIL, where they respond whenever they want and indicate that there is no response date that it is the department in charge of the investigation.
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1 year ago
TranslationIt is the answer
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1 year ago
Dear Juliopalomino0505,
Would it be possible to forward the same documents to nikolas.b@casino.guru for further review.
Looking forward to your response.
Regards,
Nick
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1 year ago
TranslationI attached the email, dear. Please review it.
attach.
SELFIE
SELFIE WITH A WRITTEN SHEET LEON - SELFIE WITH PC - WHERE MY GAME ID CAN BE SEEN
FIRST DEPOSIT . VOUCHER - BANK STATEMENT
ALL ORIGINAL DOCUMENTS ATTACHED
BUT LEON INDICATES THAT HE DID NOT PASS THE VERIFICATION PROCESS AND THAT HE VIOLATED THE REGULATIONS
AND THEY ONLY LET ME WITHDRAW MY FIRST WITHDRAWAL AND ALL MY EARNINGS WERE PUT INTO INVESTIGATION
FOR MONEY LAUNDERING.
A VERY SERIOUS ACCUSATION. WHICH IS TOTALLY FALSE.
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1 year ago
Dear Juliopalomino0505,
Thank you for providing all the necessary information. I will now forward your complaint to my colleague, Michal (michal.k@casino.guru), who will be assisting you from this point onward.
I wish you the best of luck in resolving the issue.
Best regards,
Nick
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1 year ago
TranslationTHANK YOU VERY MUCH, WE HOPE TO HAVE NEWS SOON.
THANKFUL NICK AND MICHAL FOR SOLVING THIS PROBLEM.
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1 year ago
Hello Juliopalomino0505,
I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite Leon Casino to join the conversation.
Dear Leon Casino,
Please provide any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the information to me at michal.k@casino.guru.
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1 year ago
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.
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1 year ago
TranslationThey don't answer us either
It was only the last terrible action of the LEON casino
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1 year ago
Dear Casino Guru Team,
We have received a report from Evolution Gaming indicating that the player employs an opposite betting strategy, which is indicative of a money laundering scheme. Furthermore, we have additional evidence that the player is involved in fraudulent activities along with another player.
Based on these findings, we believe this decision is fully justified and in line with our commitment to the AML policy.
Best regards,
Alexander
Leon Compliance Officer
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1 year ago
TranslationMoney laundering for 500 PEN, or 150 USD, is absurd.
And specifically what you are referring to is why I played live roulette. Since they did not allow me to withdraw without playing all of my money and there is always a risk of winning or losing. As in any game.
It seems absurd to me to mention and accuse someone so delicate.
I have been a casino player for more than 8 years and I have never had any problems with any casino or sports betting house.
Yes, I had limitations, because of the house itself, but no company kept my money.
and I can justify my income, since I am a civil engineer by profession, 30 years old, I have my own business, and if I gamble it is as a hobby in my free time.
I request that I be given the opportunity to recover my account and release my confiscated funds.
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1 year ago
Dear Leon Casino,
Please provide any evidence supporting the alleged violations of your terms and conditions of which the player is being accused to me at michal.k@casino.guru
Thank you
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1 year ago
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.
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1 year ago
Translationcasino guru, answer for the abuses they cause, accusing for money laundering or money laundering is something very delicate.
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1 year ago
Dear Leon Casino,
I have not yet received the supporting evidence regarding the alleged violations of your terms and conditions that the player is accused of. In light of the festive season, I will extend the deadline by an additional 7 days.
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1 year ago
Hello Michal and Casino Guru team,
I've sent you the details via a PM message.
Thank you for your assistance.
Best regards,
Alexander
Leon Compliance Officer
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1 year ago
Thank you for providing us with the necessary information and evidence, Alexander / Leon Casino Team.
Dear Juliopalomino0505,
After carefully reviewing all the information and evidence provided, I regret to inform you that we are unable to proceed with your case. Our investigation, which included a detailed assessment of the materials submitted by the casino team, has determined that your gameplay involved methods that are not permitted. Both the casino team and the game provider have identified your participation in opposite betting within the Evolution network, which breaches the terms and conditions of nearly all online casinos.
Unfortunately, based on the above, we must deem this complaint as unjustified due to the violations of the casino's terms and conditions.
Sorry, we were not able to help you with this one. If you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will do our utmost to support you.
Best regards,
Michal
Casino Guru
