The player from Brazil faced account restriction at LEON Casino due to alleged violations of the terms that he disputed. He had complied with all verification requests, made deposits, and successfully withdrawn funds previously, but he then sought detailed clarification on the specific conduct that led to his account closure and the rationale behind the decision. He said his account was blocked after his winnings balance of about R$ 8,786 was reduced to roughly R$ 465, which LEON described as a partial refund of his deposits, while the rest was withheld. We tried to obtain evidence from the casino, but it did not respond, so the complaint was marked unresolved. He was advised to contact eCOGRA and the Anjouan Gaming Authority for further review.
Leon Casino - Player's account has been restricted.
No reaction
Black points: 681
Amount: 7,876 R$
Leon Casino
Safety Index 1.0 Very lowCase summary
Translation
Subject: Request for Review of the Decision and Specific Rationale – LEON Account
Dear Sirs,
I received an email informing me that my account has been restricted due to an alleged violation of clauses 7.1, 7.2, and 7.5 of LEON’s Terms and Conditions.
I was surprised by this decision, as I cooperated fully with all requests made by LEON throughout the verification process.
I submitted all the requested documents, including:
Official identification document;
A verification photo in accordance with the instructions provided;
Original bank statement in PDF format;
Proof of deposits made;
Other information requested by the Security Department.
All of these documents were submitted within the established deadlines, and I always responded promptly to requests from the security team.
I would also like to highlight some relevant facts:
I made deposits totaling R$ 700.00 into my account.
Before any restrictions were imposed, I requested a withdrawal of R$ 200.00, which was processed and paid out normally by LEON.
Subsequently, I continued to use the platform as usual, and after placing my bets, my balance reached approximately R$ 8,786.00.
When I requested a larger withdrawal, a verification process began, during which I provided all the requested documentation.
After completing all verification steps, my withdrawal was canceled, and I later received a notice informing me that my account had been closed.
Despite this, the email I received merely repeats general clauses from the Terms and Conditions, without specifying what specific misconduct I allegedly committed.
For this reason, I respectfully request clarification on the following points:
What specific conduct on my part was considered a violation of the Terms and Conditions?
On what date did this alleged violation occur?
Which bets, transactions, or activities led to this conclusion?
What objective evidence supported the decision to classify my account as involved in fraud?
Were there any inconsistencies in my documentation or identity verification? If so, please specify which ones.
I would like to state that all bets placed on casino games and esports through my account were made exclusively by me.
I used only my own financial resources, my own documentation, and my own devices throughout my use of the platform.
I have never used forged documents, third-party accounts, third-party cards, multiple accounts, manipulated sports events, colluded with other players, or engaged in any other activity prohibited by LEON’s Terms and Conditions.
For this reason, I believe it is important to understand the specific facts that led to this decision, since, to date, only generic clauses of the regulations have been cited, without any individualized description of the alleged violation.
If the decision is upheld, I kindly request that a specific rationale be provided, detailing the facts that supported this conclusion, and that all records related to the investigation of my account (including login history, device logs, betting history, and financial transactions), so that I may fully understand the grounds for the decision and exercise my right to contest it through the appropriate channels.
Thank you in advance for your attention, and I look forward to receiving a detailed explanation.
Sincerely,
Fernando ****
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
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
TranslationHi, Tomas.
Thank you for your reply.
Here is the information you requested:
1. Could you tell me how long you were a player at the casino and when exactly your account was blocked?
I registered on July 28, and my account was restricted on August 3, when I received an email from LEON stating that it would be closed due to an alleged violation of the Terms and Conditions.
2. How did you find out that your account had been blocked?
First, I received an email stating that my account had been restricted and that only the amount corresponding to my deposits would be refunded, while my winnings would be withheld.
Later, when I logged into my account, I saw that my balance of approximately R$ 8,786.00 had been reduced to about R$ 465.00—the amount corresponding to the partial refund of my deposits, as stated by LEON. Later, I also found that the account had been blocked.
3. In which games did you accumulate your balance?
My balance was accumulated through casino games and electronic games.
4. Did you reach your current balance with the help of a bonus?
No. I have never used bonuses, free spins, or any promotions. The entire balance was obtained from my own deposits and my bets
.
I’d like to add that throughout the verification process, I submitted all the documents requested by LEON, including my ID, a verification selfie, a PDF of my bank statement, and proof of deposits.
What concerns me most is that LEON only cited general clauses regarding fraud but never specified what specific conduct was attributed to my account nor presented any evidence to justify the withholding of my winnings.
Thank you for your attention, and I remain available to provide any additional information.
Sincerely,
Fernando *****
Dear nandocantorsc52,
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, Michal (michal.k@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
Hello nandocantorsc52,
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 and to see if I can help somehow.
I would like to invite Leon Casino to join the conversation.
Dear Leon Casino,
Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru for a independent review.
Thank you in advance.
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.
TranslationHello, michal.k@casino.guru
Thank you for taking my complaint seriously and for contacting LEON.
I just wanted to confirm that I am monitoring the progress of the case and remain fully available should any additional information or documents be needed from me.
I also appreciate you asking LEON for the evidence supporting the allegation of a violation of the terms. This is an important point for me, as so far I have only received a reference to the general provisions of the Terms and Conditions, with no indication of the specific conduct that allegedly led to the decision.
I will await LEON’s response and am available to assist with the review.
Sincerely,
Fernando
TranslationHi, Michal.
Thank you for continuing to follow up on my complaint.
I understand that LEON has been given an extension to respond. I just wanted to note that I remain fully available to provide any additional information or documentation that might assist in the investigation.
My concern is that, if LEON does not respond, the complaint will be closed without it being possible to clarify the allegation of fraud that was made against my account and without me being able to understand what specific facts formed the basis for the withholding of my earnings.
I hope that LEON will participate in the mediation and present the evidence that supported its decision, so that the case can be reviewed fairly and independently.
Thank you for your attention.
Dear nandocantorsc52,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, as per the casinos T&Cs section 11. Complaints and disputes I recommend you contact eCOGRA – an alternative dispute resolution service (https://ecogra.org/alternative-dispute-resolution/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Anjouan Gaming Authority itself.
To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:
Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. I strongly recommend to file your complaint in English language as this is generally the main language used within the industry and any other languages might not be supported. You might find our article How to submit a complaint to a regulator | Casino Guru usefull.
Please let me know how the ADR responded at michal.k@casino.guru.
I am sorry I could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
