The player from Portugal had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. The player alleged that casino support had instructed them to cancel a €4,000 withdrawal to avoid verification, which led to the balance being used for play and the loss of funds, raising concerns about responsible gaming breaches. After reviewing the evidence, we determined that the support agent had suggested making smaller withdrawals and explained cancellation procedures but had not explicitly instructed cancellation as risk-free. Since the withdrawal cancellation made the balance available for gameplay at the player's discretion, the casino was not held responsible for losses incurred afterward. The complaint was resolved without a refund due to insufficient grounds to hold the casino liable.
Leon Casino - Player’s withdrawal has been delayed.
Unjustified complaint
Amount: €4,000
Leon Casino
Safety Index 1.1 Very lowCase summary
Translation
This is your complaint, you can change the status, edit it or send a reply.
Leon - Formal complaint and refund request - failure to meet deadlines and service failure
In progress
Eliane lodged a complaint
March 9th, 2026
To the Leon Bet Customer Service Team,
I hereby submit a formal complaint regarding the process of withdrawing funds from my account and demand a refund of the €4,000 owed to me.
On the 8th I requested the withdrawal of €4,000, which I had legitimately earned on your platform. Your contractual promise and the information provided at the time of the request guaranteed that the deposit would be made within a maximum of 1 to 12 hours.
This deadline has been exceeded by far without any valid justification or contact from your support. This undue retention and the failure to process the payment forced a situation of instability, where the balance remained available for play instead of being transferred, in violation of good responsible gaming practices and your own terms of service.
I consider that the loss of the amount was a direct consequence of your operational failure. If the payment had been processed within 1 to 12 hours, as promised, the amount would have been in my possession and not available in the system.
I therefore demand a full refund of the €4,000, since the original fault was Leon Bet's failure to meet the withdrawal deadline.
I inform you that, in the absence of a favorable and speedy resolution, I will proceed with formal complaints to the gambling regulatory authorities (including SRIJ in Portugal), consumer protection portals and online gambling dispute mediation bodies (such as AskGamblers and CasinoGuru).
I look forward to receiving confirmation of the refund.
Thank you
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Dear Elianefr_123,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
TranslationDear Karla, thank you for your reply, but this is no ordinary processing delay.
I have concrete evidence (which I attach again) that Leon Bet support explicitly instructed me to cancel my €4,000 withdrawal to 'avoid verification', suggesting that I make smaller requests.
By following this direct instruction from the casino, my balance was kept available for play instead of being protected or processed, which violates Responsible Gaming regulations. The casino is now using the fact that I followed their instruction (to cancel) to deny any responsibility.
I ask you to analyze the attached printout where the assistant gives me this cancellation order. It is not a question of 14 days' patience, but of a serious breach of conduct by the staff which has led to the loss of the amount. I request your urgent intervention in the face of this evidence of malpractice.
TranslationDear Karla, thank you for your reply, but I would like to emphasize that this case is not an ordinary delay, but a serious breach of conduct and Responsible Gaming on the part of Leon Bet.
Inducement to error: Leon Bet support explicitly instructed me to cancel the €4,000 withdrawal (see attached screenshot) to 'avoid verification', keeping the balance available for play instead of protecting it.
Selective verification: I am a frequent customer of this casino and have never been asked to verify my account before. It is extremely suspicious that such a request only came after this problem with a large amount, being used as a pretext for the initial delay.
Failure of Protection: I followed a direct instruction from the casino staff. By inducing the cancellation, they failed in their duty to protect the player.
TranslationI found evidence that this is a common practice by Leon Bet, as this other public complaint shows. The pattern of behavior is identical to my case.
Translation
Response from Leon casino support, in addition to admitting to being a non-legalized bookmaker in Portugal, they blame customers for being complicit in such action by accepting the terms and conditions.
Dear Elianefr_123,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
TranslationThe updates remain the same and even when I tried to contact them the replies were unprofessional
Dear Elianefr_123, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
- Did you play casino games or bet on sports?
- Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Karla
TranslationDear Karla,
Thank you for following up. Please be advised that I have just sent all the detailed evidence, screenshots and the answers to your questions to your personal email ( karla.m@casino.guru).
The email contains my deposit history, proof of VIP Bronze 3 level, account validation status and, most importantly, evidence of the chat where support instructed me to cancel the withdrawal.
I look forward to your analysis. Thank you very much.
Dear Elianefr_123,
Thank you for providing the screenshots and detailed explanation.
I understand your concern, especially regarding the communication from the support agent. However, after reviewing the evidence, I can see that the agent suggested requesting smaller withdrawals and explained how to cancel the withdrawal, but did not explicitly instruct you to cancel it as a guaranteed or risk-free solution.
Once a withdrawal is canceled, the balance becomes available for gameplay again, and any further activity is considered the player’s decision. Unfortunately, we are unable to hold the casino responsible for losses that occurred after the withdrawal was canceled.
I agree that the communication from support was not ideal and could have been clearer, but based on the available evidence, there is insufficient justification for us to request a refund of the lost funds.
Thank you for your understanding.
Karla
