The player from Germany has his account restricted without explanation, losing access to bonuses and loyalty points totaling €1,262.75. Despite winning €750 in a tournament, the casino refuses to pay out, citing accusations of unfair play related to using the autoplay function, which he argues is not prohibited in the terms and conditions.
Leon Casino - Player's account is restricted and winnings are delayed.
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Waiting for Casino Guru to reply
6d 19h 14m 24s
Leon Casino
Safety Index 1.0 Very lowCase summary
Discussion
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Public
yesterday
Translation
Hello. My Leon account was restricted some time ago without explanation. For example, I no longer have access to bonuses and offers. Upon reaching the final VIP level, I was denied the €250 cash bonus. Furthermore, I cannot exchange my loyalty points, currently at 126,274.95, for cash, which is equivalent to €1,262.75. Last week, I placed 7th in the Clawbuster "Slot Fiesta" network tournament and won €750. Leon is now refusing to pay out due to the account restriction. I filed a complaint with customer service and finally learned the reasons for the restriction. I am being accused of unfair play for using the autoplay function and for playing multiple slots simultaneously. Leon refers to their terms and conditions, but I cannot find any information in the terms and conditions I have that prohibits this. I expect Leon to lift the restrictions and pay out the winnings I am owed.
Automatic translation:
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5 hours ago
Important notice:
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5 hours 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 restricted?
- Do I understand correctly that you were barred from participating in promotions, but were still able to participate in tournaments?
- Have you used a different device to access your account and play simultaneously?
- Have you used the autospin feature directly found in the participating game(s)?
- 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
Thank you very much in advance for your reply.
Best regards,
Tomas
