Leon Casino - Player’s withdrawal has been blocked.

Hello,

I previously had a permanent self-exclusion at Leon Casino. Despite this, I was able to create a new account with my real personal details, verify myself with a driver's license, make deposits and play.

When I then requested a withdrawal of 420 euros after many deposits and unsuccessful verification, the withdrawal was stopped with the message "Withdrawal failed validation". Shortly afterwards, a transaction called "Debit correction" of 405.12 euros was carried out, while approximately 15 euros were left in the account.

I have several questions that I haven't received answers to:

What happened to the 405.12 euros that were withdrawn through "Debit correction"?

Where is this money now?

Why was about 15 euros left in the account?

If the account should not have been active due to the previous self-exclusion, then why was I allowed to register, verify my identity, make deposits, and play?

Why was the problem only discovered when I requested a withdrawal?

I have tried to get an answer via chat, but all I get is the message that the account will be closed. My questions about the money and transactions are not answered.

Kind regards, Linnéa

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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 share the details regarding the reason for self-exclusion in the casino under the same license?
• When was the self-exclusion activated?
• Could you please specify the amount of your net deposits in the casino since your account was blocked in the sister casino?
• If there is any further communication related to the previous events, share it with me via 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

I self-excluded myself on both Twin and Leon. Due to gambling addiction. I relapsed and wanted to play. I made a new account on Leon. No hidden personal information, nothing fake. I could deposit money like before before the suspension. I thought they would have automatically refused me to make a new account because they should have kept my information. Year of birth, etc. So I thought, okay, I can make a new one. I played for a while and lost a lot and felt that it was wrong of me to end up in this addiction again. I was anxious. Then I won. And that winning could have helped me get back and then close the account when it was paid out. So when I finally won and was going to withdraw 420 euros, account verification was required first. Then I clearly showed that I was me with my driver's license, etc. Verification went through and I received an email about it. So I withdrew. It only showed as pending after processing, I think. I'll check it out.. But then I got an email saying they discovered I was banned before and could withdraw the 15 euros that were left. They had taken my winnings from me. I don't know why they kept the 15 euros. I asked how they could let someone deposit so many times without stopping but then withdraw what they had won. Then I should get all my deposits back if it's to be fair. They can't let me gamble away but when I win they take everything. No one wanted to answer my email. In customer service they just replied that due to confidentiality they couldn't give any more information from the security team. I asked several times why and what their rules said and why they had saved the 15 euros etc. They refused to answer. They showed a rule but it wasn't right. It was about fraud. About false personal information etc. I haven't shown myself to be anyone other than me at their casino for a second. I can send everything I have to the email you gave me. I'll check when the self-exclusion was. I'll check net deposits. If I can access it, they closed my account. But I can check with my bank. Will get back to you by email.

I can't find the self-exclusion so I don't know. I can't log in to Leon anymore either because they banned me. I asked them to have all our chats sent to me but they ignored it. I can only find Twin's email about self-exclusion.

Thanks for the detailed explanation.

Please understand that opening multiple accounts is prohibited in most online casinos. We can only ask the casino to refund the money you deposited on your new account if there is evidence that the casino should have protected you from gambling, such as your initial self-exclusion due to gambling issues.

Please let me know if there is any other evidence the casino should have protected you from creating a duplicate account, and share it with me at tomas@casino.guru

Looking forward to your reply

Dear linnis22,

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.

Hi. I have emailed🙂

Hard to get proof when I can't get into the casino and see the history anymore. I have asked to get our chats and events but they are not responding.

Dear linnis22,

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, Matej (matej.l@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 linnis22, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Leon Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the possibility of opening a new account after permanent self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

I would like them to participate and explain what they did.

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.