The player from Germany has his account blocked due to accusations of identity theft and fraud, despite submitting the required documentation and photos. He seeks to address the charges and retrieve his winnings of over €700. The player indicated we played only sportsbetting on the website. Due to the nature of the complaint being related to sportsbetting activity the complaint was closed and the player was advised to pursue the issue with services specialising in sportsbetting complaints.
Leon Casino - Player's account has been wrongly closed.
Closed
Our verdict
Other
Amount: €750
Leon Casino
Safety Index 1.0 Very lowCase summary
Discussion
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4 weeks ago
Translation
My account was wrongly blocked; I'm being accused of identity theft, fraud, and many other unjustified charges. I submitted my documents exactly as requested; I was asked to take photos of myself with my documents and proof of residence, and yet just a few minutes later they decided to block my account with over €700 in winnings.
Please consider my complaint.
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3 weeks ago
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.
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3 weeks ago
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?
- Could you please share with me your communication with the casino regarding the accusations made against you? 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
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3 weeks ago
TranslationI sent the entire text to the email address provided in the message.
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2 weeks ago
Thank you for your reply, Axelmas0405.
I’m sorry to say I don’t have good news. If your account was blocked after placing only sports bets, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly. I understand how frustrating this must be for you, and I apologize that we cannot be of more help.
After reviewing the available information, we must close this complaint. I’m sorry we could not resolve this for you. Please don’t hesitate to contact us in the future if you encounter issues with any online casino, and we will do our best to assist.
