Leon Casino - Player’s winnings are being restricted.

I made a deposit of 50 euros, I entered the game with 50 euros and I made 700. When I came out the money was 150 and then they told me that they had given me a bonus of 50 euros and the maximum amount I could win from the bonus was 100% of the deposit. (50 euros + 100% = 100 euros) I did not ask for bonuses, I did not receive bonuses and this appeared after I finished the game. If there had been bonuses, why was it not credited from the beginning like in all companies? Why when I reached the maximum amount, the game was not interrupted? Why did the amount appear after I left the game from which I had won? Why wasn't the amount 100 euros but 150?

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Dear sketakis,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

I would like to emphasize that, according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider an imposed win limit to be unfair and predatory only when applied to a real money game. However, we accept bonus T&Cs that restrict the maximum cash out from bonus play.

• Can you confirm whether you have reviewed the terms and conditions associated with the bonus?
• Could you please confirm you did not receive any notification or message about the bonus before or during your gameplay?

If there is any additional information that would support your case, please do not hesitate to contact us, otherwise I will be forced to reject your complaint. Thank you for your understanding.

Best regards

Petra

I did not choose any bonus and if they had credited it when I entered the game I would have rejected it as it is against the player. If a bonus limits your winnings while without it your winnings will be ready for withdrawal and without any limitation on how many times someone has to wager it why would they choose it? It is not a doubling bonus that will increase the available money. It is a bonus that no matter how much you play or how much you win it will give you a certain amount. I read the terms and for this reason I did NOT accept it, but Leon "credited" it to me with the way I want it after I had exited the game and after I had won.

Thank you for your reply and for providing the previous details, sketakis.

• When you exited the game, was there a specific message/notification indicating the bonus applied to your balance?
• I understand that your account has already been blocked, but is there any possibility that you could provide us with your gaming history, please?
• Have you attempted to contact customer support regarding this issue? If so, what was their response? You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

When I left, it said I had a balance of 150 euros, even though I had left the game with 700.

In support they replied that I entered a bonus code manually. I told them to tell me which code I entered manually and then they told me that I did not enter it manually but clicked on the bonus option. I denied it and they told me that I played and lost the money and that is why I react like this, while they claimed that with the 50 euros that I deposited and played they credited me with a bonus. I never saw the bonus in my account while I was playing. I turned the 50 into 700 and when I came out the 700 had become 150.

Also, initially they claimed that the bonus they gave was 100% of the deposit amount (100% of 50 euros is 50 euros, so 50 the supposed bonus and 50 mine = 100 euros) and when I told them that the math doesn't work out, they replied that the bonus was 50 euros, and I played and won 100 and they also gave me the 50 of the deposit and it became 150.

I have sent them over and over again that I did not choose a bonus and that I dispute it and they have still not sent me the supposed code that I entered manually as they said, while their response is to read the terms.

Thank you for your reply and for providing the previous details, sketakis.

Could you provide me above metioned communication you had with the casino support? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Dear sketakis,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru

Dear sketakis,

Based on the evidence provided in your email, we have decided to reopen your case and proceed with its resolution.

Thank you for your cooperation and for providing all the necessary information. I 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 Mirka (miroslava.d@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 at this time. 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,

Petra

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Leon Casino representative to join this conversation.

Dear Leon Casino,

Could you please provide clarification regarding this case?

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.

Dear Casino Guru Team,

Unfortunately, we cannot find a customer in our system matching the provided data.

Kindly request that the player confirm their details.

Best regards,

Leon Compliance Team

Dear sketakis,

Can you please provide the casino with the needed information?

What information does the casino want? I have sent a game ID. Can't they find the information they want from there? I can't post my email publicly for obvious reasons.

Dear Leon Casino,

Could you please confirm, if you have been able to locate player's account, and provide us with an update on this case?

Thank you.

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 sketakis,

The casino stopped replying and failed to provide clarification regarding the case. Since we are unable to continue with investigation, I have no choice but to close this 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.In case the complaint will be reopened, you will be notified by email.

In the meantime, I recommend you contact the Anjouan Gaming Authority (https://casino.guru/licensing-authorities/comoros-license) and submit a complaint to them. The Gaming Authority has more options and tools to help players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

I am sorry I could not be of more help on this occasion.

Best regards,

Mirka Dubasova