The player from Portugal has requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet.
Leon Casino - Player’s withdrawal has been delayed.
Opened
Current status
Waiting for a delayed payment
9d 8h 31m 23s
Leon Casino
Safety Index:Very lowCase summary
Discussion
Public
Public
2 days ago
Translation
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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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Public
Public
2 days ago
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Public
Public
2 days ago
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
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2 days ago
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.
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Public
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2 days ago
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.
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2 days ago
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.
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