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

Hello Casino Guru Team,

I am submitting this complaint against Leon Casino (operated by Jade Reef Ventures Corp., licensed under Anjouan Gaming, License ALSI-202410001-FI1).

I currently have €3,500 withheld by the casino, and my account has been permanently blocked without justification, even after I completed all requested verification steps.

I made several deposits at Leon Casino, mainly via Skrill, and a few via MB Way (through my Santander account). My total deposits exceed €2,000. After wagering normally, I requested a withdrawal of around €2,000. The casino asked for verification documents — ID, selfie with ID and handwritten note, Skrill statement, and later a bank statement for MB Way deposits — which I provided immediately.

They then required a video call verification, which I successfully completed on June 5th, 2025. However, less than an hour later, Leon Casino closed my account. They claimed that I had "more withdrawals than deposits" and that, in such cases, they have the right to withhold 5% of deposits and block further withdrawals. This claim is false — I actually deposited more than I withdrew, and I have proof of this via my Skrill transaction history.

After several emails, they confirmed that my account was permanently blocked and that no funds would be returned, even though my deposits were legitimate and verified.

I contacted the Anjouan Gaming regulator on June 10th, 2025, sending all documentation and follow-ups, but I have never received a reply from them.

This situation is completely unfair and violates basic consumer protection and responsible gaming principles. Leon Casino has withheld legitimate funds without justification, despite my full cooperation and transparent verification.

Attached evidence includes:

– Full email correspondence with Leon Casino

– Screenshots of the closure notice and chat logs

– Proof of transactions

– My original complaint and follow-ups to Anjouan Gaming

I kindly request Casino Guru’s assistance in mediating this case and ensuring the casino returns my legitimate funds.

Thank you for your help and professionalism.

Best regards,

João V.

Email: [hidden by Casino Guru]

Phone: +351 [hidden by Casino Guru]

Leon Casino Account ID: [hidden by Casino Guru]

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play at this casino? Were they slots, live casino games, or did you place bets on sports only?
• Could you please describe in more detail the verification call you had with the casino representative? What kind of questions were you asked?
• Was there any issue with your identity documents?
• Could you please explain the problem with your deposits made via MB Way? How many deposits did you make using this payment method? Have you been able to prove that you are the owner of this payment method and that all payments sent to the casino belong to you, not a third party?

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

Best regards,

Veronika

Bom dia!

Respondendo às perguntas:

• Apenas fiz apostas desportivas, e apostas de casino (blackjack, roleta e slots, neste caso apenas a sugar rush/sugar rush 1000). Nunca usufrui de dinheiro de bónus e tudo o que eu joguei foi através de saldo real meu.
• Basicamente foi numa meeting que me convidaram, com camera ligada e não permitiram que tivesse o site da Leon aberto. Perguntaram que tipo de apostas costumava fazer, a minha maior aposta, em que desportos tinha apostado, no casino o que joguei, perguntaram também como é que acedia a x parte do site para fazer apostas, etc. Na parte das apostas e isso tudo soube responder claramente o que tinha apostado, maiores ganhos e assim, mas na parte em que perguntaram coisas especificas de onde ficava x coisa no site houve algumas coisas que possivelmente respondi mal porque realmente nao tinha acesso ao site e acho normal nao saber decor onde está cada secçao para jogar…
• No inicio não, e cheguei a fazer levantamentos quando verifiquei esses documentos. Apenas no final pediram foto minha com o CC e enviei sempre tudo o que pediram tal como pode verificar nos emails que troquei com eles. Sinto que tentaram arranjar sempre algum problema quando tinha para levantar cerca de 3500€ e depois de vários procedimentos e de tentar sempre mandar tudo o que pediram (nunca rejeitei enviar nada e enviei sempre tudo), eles bloquearam a conta por suspeita de fraude.
• A questão dos depósitos Mb Way posso explicar melhor, claro. Não sei quantos depósitos ao certo fiz por Mb Way, mas devem ter sido alguns embora os valores mais altos foram por skrill, tal como podem ver nos extratos. Eu enviei o extrato da minha conta bancária que comprovava transaçoes para a Leon Bet, e é da minha conta bancária, dizia o meu nome, tudo. E depois de ter enviado e eles acharam que não era suficiente, pediram mais verificaçoes que pode verificar nos emails trocados.

Só de realçar mais uma coisa, eu falei com o chat deles ativamente, quando recebi o resultado daquela video chamada com uma pessoa que trabalha na Leon para verificar que era eu mesmo, que foi negativo e que iriam encerrar a conta, eles alegaram que foi por fraude e que nao foi aceite essa verificacao por video chamada (eu disse tudo direitinho, e correu tudo bem, nao sei como rejeitaram).

Depois eu falei com o chat como pode ver tambem anexado na conversa principal, disseram que nao havia volta a dar e que nem iam devolver os fundos. Isto porque eu tinha feito mais levantamentos que depositos (o que é mentira). Eu fiz pedidos de levantamento que às vezes cancelava para voltar a jogar, só se eles contaram com esses. O que mesmo assim não faz sentido, porque que sentido faz contabilizar levantamentos que o proprio utilizador cancelou para jogar mais esse dinheiro?

Eu fiz mais depósitos que levantamentos e é claro através das transacoes demonstradas. Mesmo assim eles alegaram que isso nao tinha acontecido e entao nem o dinheiro devolveram.

Eu já nao ficava triste em receber apenas o dinheiro depositado, mas merecia receber o total como é obvio. Sei que depositei mais de 2000€ da minha carteira, e desde junho estou sem esse montante e bloqueado da casa deles.

Só para esclarecer uma coisa que diz no resumo. Eles justificaram a dizer que foi por suspeita de fraude, mas sim, conclui todas as verificações que me pediram e mesmo assim rejeitaram. Literalmente mandei o Cartao de cidadao, tirei selfie com o Cartao de cidadão e um papel a dizer Leon, fiz o passo da verificacao com uma pessoa do suporte deles, e mesmo assim eles rejeitaram. Nao sei qual é a duvida e a suspeita de fraude, fiz tudo correto.

Sobre os depósitos sim, eles alegaram que fiz mais levantamentos que depósitos, o que nao é verdade.

Por Mb way fiz poucos depósitos e enviei o extrato da conta bancária, mesmo assim disseram que fiz mais levantamentos que depósitos (mesmo que tivesse feito qual seria o problema?).

Alguma questão que possa esclarecer terei todo o gosto em ajudar.

Já agora, eu lembro me que tinha perto de 3500€, é um valor muito aproximado, porque na realidade nao consigo dizer com precisão sendo que eles nao me permitem fazer log in sequer. Mas sei que tinha cerca de 3500€ para levantar.

Thank you very much, jpvieira19, for providing all the necessary information. I will now transfer your complaint to my colleague Martin ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

I am writing to formally clarify that my case is not limited to sports betting. I have spent a substantial amount of money on casino games, particularly Sugar Rush (slot) and Blackjack, in addition to some sports bets.

My account was blocked without a valid or transparent reason, and despite contacting the regulator by email, I received no response whatsoever.

At the very least, I expect the return of the funds I deposited, totaling approximately €2,000, which represent real, verified money that I personally added to my account. The total balance affected is around €3,500, but I am primarily requesting that my deposited amount be refunded.

I find this situation highly unreasonable and unacceptable, and I urge a fair review of my case. I am prepared to provide any additional information or proof of deposits if necessary.

Hello jpvieira19,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Leon Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why did the player fail the verification call? Can you send us any evidence pertaining to the mentioned suspicions? Also, what exactly does the casino mean by the player making more withdrawals than deposits? Can you please specify why is this an issue?

Thank you in advance for providing us with your view of the situation. Since the evidence is most likely confidential, please send it to [email protected].

I would like to remember that my account was already verified. After having more money to withdraw they started including more verification methods, which I did all of them.

After a lot of verifications they said they would make a last verification step which was a video verification, where I told everything right, showing who I am, that is clearly me. They didn't even said why I didn't passed that verification. They told I couldn't have their website opened and started asking where on the site I needed to click to go to casino, to go to sports bet. Of course they asked my biggest win and etc, which I responded of course with the correct information because I remembered well, and I still didn't pass that verification.

After that I told that the money I had there, at least the amount I deposited, I had the right to have that money, and they told I had more withdraws than deposits, which is not true and they didn't support that information, just told me that and blocked my account with my funds there.

Inicialy they told that I had to do in my leon account, that request to get the funds blocked.

But after that I said that my account was blocked I couldn't log in and they justified with that reason of deposits and withdraws ( I told them that I had a lot of withdraws canceled by me and that I played again mainly in casino, so that shouldn't count). At least I think a withdraw is when it is completed and go to my bank account. This is really unfair and I hope i can get my money back, at least what I deposited, because I won more money and they decided to flag my account for no reason, when i had already passed the verification.

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,

The player failed the video verification procedure. Based on the player’s responses, our Security Department concluded that the account was not being used by the player and had been sold or transferred to a third party, which is prohibited and considered fraud. The account has been blocked and all remaining funds have been forfeited.

Best regards,

Leon Compliance Team

Dear casino representative,

thank you for your response. Is it possible for you to send us the recording of the call? Alternatively, can you present us with more exact evidence regarding the breaches? As this evidence is confidential, please send it to [email protected]

Olá Martin,

Olá equipe do Casino Guru,

Agradeço o acompanhamento e a oportunidade de esclarecer novamente a situação.

Em relação à resposta do Leon Casino, rejeito totalmente a alegação de que a minha conta foi "vendida ou transferida para terceiros". Essa afirmação é falsa, infundada e não tem qualquer base factual.

Durante toda a utilização da conta, fui eu o único utilizador e titular, tendo realizado todos os depósitos e jogado exclusivamente com saldo real proveniente das minhas próprias carteiras (Skrill e conta bancária Santander). Mesmo sobre os dispositivos utilizados, fui bem claro em quais usei. A única vez que acedi ao casino num local que não Portugal e perto da minha região foi na França, quando fui de viagem a foi lá que enviei a foto a dizer Leon e a data, etc. É muito injusto o que está a acontecer.

A verificação por vídeo foi concluída com total transparência:

• Mostrei o meu documento de identidade e fiz a selfie solicitada,
• Respondi com clareza sobre as apostas feitas, jogos jogados e ganhos obtidos,
• Apenas tive alguma dificuldade em indicar a localização exata de certas secções do site, porque a própria verificação impediu o acesso ao site durante a chamada.

Essa limitação foi criada pelo próprio casino e não representa qualquer motivo legítimo para concluir que a conta "pertencia a terceiros".

Além disso, em nenhum momento o Leon Casino apresentou qualquer prova concreta que justifique essa acusação grave — apenas uma alegação genérica, sem documentação, sem gravação e sem explicação objetiva.

Reitero também que todos os documentos de verificação KYC foram enviados e aceites em etapas anteriores, e inclusive já havia efetuado levantamentos com sucesso antes deste bloqueio repentino e sem fundamento.

Peço, portanto, que:

• O casino apresente evidências concretas que sustentem a alegação de uso indevido da conta;
• Seja determinado o reembolso integral dos fundos retidos, no mínimo o valor total depositado (~2.000 €), que são recursos comprovadamente meus e verificados.
• Os depósitos são 100% legítimos, e a sair da minha conta como nos extratos que enviei, pelo menos esse dinheiro não deveria perder, fui eu a depositar e seria mesmo muito injusto ficar sem isso tudo. Se eles quiserem ser justos, que paguem o dinheiro todo que tinha lá.

Agradeço desde já pela atenção e pela continuidade da mediação justa e imparcial.

Atenciosamente,

João /edited by Casino guru/

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 and cooperation.

Best regards,

Leon Compliance Team

Dear jpvieira19,

please note discussions have taken place outside of this thread. We are currently waiting for the casino's response.

Dear casino representative,

please provide us with more clarification regarding this matter. As discussed before, please send the corresponding information to [email protected]

Dear Casino Guru,

Please let us know what further clarification you require regarding this matter, provided that your request does not conflict with the GDPR and our policy.

Best regards,

Leon Compliance Team

Dear casino representative,

Thank you for your reply.

Please clarify the exact reasons why the player has failed the video verification. Specifically, please outline evidence supporting the conclusion of third-party control. Even in case there are multiple indicators that might not be suspicious on their own, but are suspicious as a whole in this instance, let us know.

Thank you for your cooperation. We look forward to your clarification.