Leon Casino - Player’s winnings are confiscated.

Título da Reclamação:

78.000€ confiscados pela Leon Bet após verificação telefónica bem-sucedida (Residente em Portugal)

Descrição do problema:

"Sou residente em Portugal e jogador VIP verificado na Leon Bet há mais de um ano. Apresento esta reclamação porque o casino confiscou 78.000€ dos meus ganhos legítimos e bloqueou a minha conta sem qualquer justificação válida.

O Caso: No dia 26 de janeiro de 2026, atingi um saldo de 78.000€. Após este ganho, a Leon Bet solicitou uma entrevista de segurança obrigatória por telefone. Participei na chamada e respondi corretamente a todas as perguntas sobre os meus dados pessoais, dispositivos de acesso, histórico de apostas e métodos de depósito (todos realizados através da minha conta pessoal Skrill). Provei, sem qualquer margem para dúvida, que sou o único utilizador e titular da conta.

O Problema: Dez minutos após o término da chamada — a qual passei com sucesso — recebi um e-mail informando que a minha conta foi bloqueada permanentemente por 'Fraude' (Termos 7.1 e 7.2) e todo o meu saldo foi apreendido. O casino recusa-se a apresentar provas ou a transcrição da chamada.

Sou um jogador legítimo a residir e este é um caso claro de um casino que se recusa a pagar um prémio elevado, utilizando cláusulas genéricas de 'fraude' de má-fé. Solicito a mediação do Casino Guru para me ajudar a recuperar os meus fundos.

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.

Dear hellbellzz34,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Is there any chance that someone from your household or using the same IP also created an account at this casino?

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,

Attila

Olá Attila, muito obrigado por aceitar o meu caso. Aqui estão as respostas às suas perguntas:

1. Em que jogos se concentrou? O meu saldo de 78.000€ foi acumulado através de uma combinação de Apostas Desportivas (Sports Betting) e Casino ao Vivo (Live Casino), principalmente mesas de Roleta e Blackjack. Sou um jogador VIP com um volume de apostas elevado e consistente há mais de um ano nesta plataforma.

2. Utilizou VPN ou software de mascaramento de IP? Não. Nunca utilizei VPN. Acedo sempre a partir da minha ligação de casa em Portugal. O casino tem os meus logs de acesso que confirmam a consistência do meu IP português ao longo de todo o tempo em que sou cliente.

3. Existe possibilidade de outra conta no mesmo IP ou residência? Não. Sou a única pessoa na minha residência que utiliza esta plataforma. Além disso, a Leon Bet realizou uma entrevista de segurança por telefone no dia 26 de janeiro, na qual respondi corretamente a todas as perguntas sobre os meus dados, depósitos e histórico de apostas. Essa chamada prova que a conta é gerida exclusivamente por mim.

Informação Adicional Importante: O confisco dos fundos ocorreu apenas 10 minutos depois de eu ter feito com sucesso na entrevista telefónica. O casino utilizou cláusulas genéricas de fraude (7.1/7.2) sem apresentar qualquer prova, apenas para evitar o pagamento de um prémio elevado.

Estou disponível para fornecer qualquer extrato do Skrill ou prova adicional que o Casino Guru necessite.

Dear hellbellzz34,

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, Barbora (barbora.p@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,

Attila

Dear player,

My name is Barbora, 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.

Hello Casino Guru team,

We have reviewed this case internally. While we cannot disclose account-specific evidence due to GDPR and security reasons, our video verification results and internal indicators identified multiple, consistent signs of collusion, including shared devices and networks, close links between several accounts (including referral ties), overlapping payment flows, and coordinated/similar betting behaviour across accounts.

This constitutes a breach of our Terms & Conditions (pp. 7.1–7.2) and related rules prohibiting collusion and misuse of the service. Therefore, the account was blocked and the balance/winnings were handled in accordance with the T&Cs.

Best regards,

Leon Compliance Team

Dear Leon Casino,

Thank you for your reply and for reviewing the case internally.

We understand that certain account-specific details may not be suitable for public disclosure. However, for complaint resolution purposes, Casino Guru requires verifiable supporting evidence to independently assess the justification for the confiscation of the player’s winnings.

The confiscation of a significant balance (€78,000) is a serious measure that must be supported by clear and demonstrable proof. General references to "internal indicators," "GDPR," or "security reasons" are not sufficient for us to objectively evaluate the case.

We kindly ask you to provide all relevant evidence privately via email to:

barbora.p@casino.guru

Specifically, please include documentation supporting:

• The exact breach of Terms & Conditions 7.1 / 7.2

• Evidence of alleged shared devices and/or networks

• Details regarding claimed links between accounts (including referral ties)

• Clarification of the stated overlapping payment flows

• Examples of the alleged coordinated/similar betting behaviour

Please note that Casino Guru treats all sensitive information with strict confidentiality and uses it solely for complaint assessment.

Without supporting evidence, we will be unable to consider the confiscation justified under fair gambling principles.

Thank you in advance for your cooperation.

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 Barbora and Casino Guru team,

We have sent our email with the responses to your questions regarding this case.

Thank you for your assistance.

Best regards,

Leon Compliance Team

Dear Leon Casino,

Thank you for your message.

We confirm that we have received your email with the provided information and have also sent a follow-up email requesting additional clarification.

Dear Barbora and Casino Guru team,

Thank you for your letter. We need more time to coordinate this case with our legal team.

Best regards,

Leon Compliance Team

Dear Leon Casino Team,

Thank you for the update. We understand that you need additional time to coordinate the case with your legal team.

Please provide the requested clarification and supporting evidence as soon as possible so we can continue assessing the case.

Thank you for your cooperation.

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 Leon Casino Team,

Thank you for your previous communication and for informing us that coordination with your legal team is required.

We understand that additional time may be necessary in complex cases. However, as this matter involves the confiscation of a significant balance (€78,000), it is essential that the requested clarification and supporting evidence are provided so we can complete our independent assessment.

Therefore, we are granting an additional and final 7 days for you to submit the requested information and evidence.

Please note that if we do not receive the required response within this timeframe, the complaint will be closed as unresolved, which may negatively affect the casino’s rating.

Thank you for your cooperation.

Dear hellbellzz34,

We have received additional information from the casino regarding your case, and in order to continue assessing the situation, we kindly ask you to clarify the following points regarding your account usage:

• Please confirm whether you have always been the sole person operating your casino account.

• Please confirm whether you have ever allowed another person to access your device, internet connection, or account.

• Please confirm whether you have ever shared your payment methods or transferred funds to or from other individuals in connection with your casino activity.

• Could you also briefly describe your recollection of the verification call and whether you experienced any difficulty answering questions about your account activity.

Your cooperation is essential for us to continue the assessment of this case.

We will wait for your reply.

Seguem as minhas respostas detalhadas às questões levantadas, que reforçam a legitimidade da minha conta e a validade da minha verificação:

Titularidade e Operação da Conta: Confirmo que fui sempre a única pessoa a operar a minha conta no cassino. Nunca permiti que terceiros tivessem acesso à minha conta, ao meu dispositivo ou à minha ligação à internet para fins de jogo.

Meios de Pagamento: Confirmo que todos os métodos de pagamento utilizados são da minha titularidade exclusiva. Nunca partilhei os meus métodos de pagamento com outras pessoas, nem transferi fundos para ou de terceiros em relação à minha atividade no cassino.

Descrição da Chamada de Verificação:

Fui contactado por uma representante do casino para uma videochamada de segurança. Durante o processo, tive de mostrar o meu rosto e os meus documentos de identificação à câmara, enquanto a representante manteve a sua câmara desligada.

Confirmei todos os meus dados de identificação e os dados da conta associada.

Relativamente às perguntas sobre a atividade da conta, a representante fez questionamentos extremamente específicos sobre datas e valores exatos de depósitos e levantamentos passados. Como sou um utilizador VIP muito frequente, com dezenas de transações efetuadas, é humanamente impossível memorizar cada data específica sem consultar um extrato em tempo real. No entanto, respondi de forma honesta e transparente, demonstrando total conhecimento da utilização da minha conta.

Sublinho que esta "investigação" é apenas um pretexto para não pagarem uma sequência de ganhos legítimos (winning streak) de 78.000€.

Relativamente às perguntas sobre a atividade da conta: Considero que o casino está a usar falácias aleatórias e a agir de má-fé simplesmente porque não quer pagar a minha sequência de ganhos (winning streak). Fizeram perguntas extremamente precisas sobre datas de depósitos e levantamentos que são impossíveis de responder de cor, especialmente sendo eu um utilizador VIP frequente com dezenas de transações.

Na minha visão, o facto de eu ter mostrado o meu rosto e os meus documentos originais em vídeo deveria ter encerrado qualquer dúvida sobre a minha identidade. Além disso, é importante mencionar a má-fé deles: quando eu estava numa sequência de perdas (losing streak), tratavam-me com excelência, oferecendo presentes através do meu gestor e até uma viagem a Londres. No entanto, assim que tive esta sequência de ganhos, cortaram tudo e bloquearam a minha conta.

Dear hellbellzz34,

Thank you for your reply and for the information provided.

Dear Leon Casino,

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.

Additionally, we kindly ask the casino to respond to our latest email, as it contains important questions required to proceed with the assessment of this case.

Dear Player,

I have attempted to contact the casino multiple times and requested additional clarification and supporting evidence necessary to assess your case. Unfortunately, despite several extensions and follow-up requests, the casino has failed to provide sufficient evidence that would allow us to independently verify the justification for confiscating your winnings.

Without adequate cooperation and verifiable documentation from the casino, there is very little more we can do at this stage. For this reason, I will now mark the complaint as unresolved due to insufficient evidence from the casino.

I understand that this is not the outcome you were hoping for. Please note, however, that unresolved complaints negatively affect the casino’s rating on our website, which may encourage the casino to improve its approach in the future. If the casino decides to respond or provide the requested evidence at any point, we will reopen the complaint and notify you by email.

Since the casino operates under a valid Anjouan Offshore Finance Authority (AOFA) license, I recommend contacting the regulator directly by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators may have additional tools and authority to investigate this matter further.

For guidance on how to effectively submit your complaint to the regulator, you can refer to our article explaining the complaint submission process. If you need any assistance with the submission, or if you receive a response from the regulator, please don’t hesitate to contact me at barbora.p@casino.guru.

I’m truly sorry that I couldn’t provide a more favorable resolution in this case.

Kind regards,

Barbora

Casino Guru