The player from Germany faced systematic refusal to withdraw his €1,700 balance from Leon Casino (Leonbet), despite having a fully verified account. He detailed misleading statements from support regarding his withdrawal attempt and stressed that the casino was not providing acceptable alternative withdrawal methods, which put him at financial risk. The casino insisted on bank transfer withdrawals per their terms and conditions, refusing cryptocurrency withdrawals despite the player having deposited via crypto and facing bank restrictions. The complaint was resolved by closing the case temporarily, with the player agreeing to attempt withdrawal via bank transfer by August and reopen the complaint if issues persisted.
Leon Casino - Player’s withdrawal is being refused and delayed.
Resolved
Our verdict
Case closed
Amount: €1,700
Leon Casino
Safety Index 1.1 Very lowCase summary
Discussion
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1 month ago
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Systematic refusal to pay out and stalling tactics with a €1,700 balance – Leon Casino (Leonbet)
Dear CasinoGuru Team,
I hereby file a formal complaint against Leon Casino (Leonbet). Despite a fully verified account and a legitimate balance of €1,700, the casino has been refusing to process my withdrawal for several days and is demonstrably using contradictory statements to delay the process.
1. The initial situation:
I have €1,700 in my account. Since my bank (Haspa) has strict policies against transactions with unlicensed gambling providers, the bank explicitly informed me that incoming payments from Leonbet would be blocked and that such a transaction would lead to immediate account closure. I immediately informed the casino of this and requested a withdrawal via cryptocurrency (Litecoin/LTC) – a method that the casino itself actively offers.
2. Documented stalling tactics and false statements:
The situation is particularly serious because the support team deliberately misled me:
• Initially, crypto withdrawal requests were cancelled without explanation.
• Then, the support team claimed in writing that the payout was already "on its way to my bank," even though the amount was still shown as "cancellable" in my player account at that time. This is a demonstrably false lie to buy time.
• After I had to cancel the bank payment to protect my bank account, the casino is now stubbornly resorting to clause 4.15 (Closed Loop) in their terms and conditions.
3. Violation of fair play principles:
The casino persistently ignores the fact that my original payment method (bank transfer) is no longer technically or legally available to me. In such a predicament, a reputable casino is obligated under international standards to offer a verified alternative (in this case, cryptocurrency) instead of forcing the player to use a method that leads to financial loss (account loss).
4. Current status:
Although the case was supposedly forwarded "in detail to the finance department," I continue to receive only automated standard replies or be asked for "patience," while my withdrawal requests are repeatedly rejected manually. There is a well-founded suspicion that they are counting on me losing patience and gambling away my balance.
I demand:
My €1,700 withdrawal via LTC has been immediately manually approved. All necessary verifications have been completed. I have saved the entire chat history and the conflicting emails as evidence.
I request CasinoGuru to mediate, as Leonbet's behavior in this case is absolutely uncooperative and detrimental to players.
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1 month ago
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.
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1 month ago
Dear OnurC,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the withdrawal from Leon Casino (Leonbet).
To better understand your situation and assist you effectively, please provide the following information:
- Could you please let me know the exact dates when you requested each withdrawal (bank and cryptocurrency).
- Could you please provide screenshots of the withdrawal cancellations (both crypto and bank) as shown in your casino account.
- Do you have successful withdrawals before? What payment method did you use?
- In your email, you mentioned that you already deposited using crypto. Could you please provide the date and the amount of the deposit?
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Jean
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1 month ago
TranslationThank you for opening the complaint. I'd like to provide an update: This morning (see screenshot), the casino immediately rejected my renewed attempt to withdraw via cryptocurrency.
They stubbornly insist on withdrawals via bank transfer/card (section 4.15 of their terms and conditions), even though I have repeatedly explained that this puts my private bank account at risk due to strict German regulations. There is no technical reason why crypto shouldn't be possible, as I have deposited using this method. The casino is showing absolutely no willingness to find a secure solution for me.
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1 month ago
TranslationRegarding the questions:
Here is the requested information:
• Regarding the data: I have attempted the crypto withdrawal multiple times, most recently today, May 13, 2026, and several times before that in the last few days.
Previously, I deposited and withdrew via bank transfer, but withdrawals are now causing problems and the risk of account closure is very high if I were to withdraw via bank transfer again; my account would most likely be blocked and the payment rejected.
• Regarding the screenshots: I have uploaded a screenshot of today's renewed rejection of my crypto deposit. I am also attaching two screenshots of my transaction history from the casino account, which show that I made two deposits using crypto.
Since I deposited using crypto, I expect, according to usual practice, that withdrawals can also be made using this method.
I am sending all the supporting documents attached.
You can see that I deposited twice (€20 & €20.08), and I informed both support and the finance department that bank transfers were demonstrably made in accordance with the terms and conditions. I also received a telephone message stating that further payments from the gambling provider would result in account closure, and that bank transfers were no longer possible. Therefore, I deposited using cryptocurrency, yet withdrawals via cryptocurrency are still consistently refused. In this example, the €600...
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1 month ago
TranslationThis is a crypto deposit, and the €20 in the previous screenshot is also a crypto deposit. That's correct.
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1 month ago
Dear OnurC,
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, Štefan, (stefan.m@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,
Jean
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1 month ago
Dear OnurC,
I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.
At this point, I would like to invite a representative from Leon Casino to join this conversation and assist in addressing the complaint.
Dear Leon Casino,
Could you please provide your comments regarding the situation?
Thank you in advance for your cooperation and for sharing any relevant information.
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4 weeks ago
Dear Casino Guru team,
The player has successfully withdrawn their funds to their bank account several times. According to Section 4.15 of T&C, we have the right to refuse withdrawals to other payment systems. As soon as the player withdraws the rest of their funds to their bank account, they can continue using cryptocurrency withdrawals, provided they also deposit their funds via cryptocurrency.
Best regards,
Leon Compliance Team
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3 weeks ago
Hello OnurC,
We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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2 weeks ago
Dear OnurC,
You have mentioned that your bank explicitly informed you that incoming payments from Leon Casino would be blocked.
Could you please provide us with supporting evidence of this communication? You may send it directly to my email address: stefan.m@casino.guru.
Once we receive the documentation, we will be able to continue reviewing your case accordingly.
I look forward to your response.
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1 week ago
TranslationGood day,
I was informed verbally. I cannot put it in writing, except that it's stated in Haspa's terms and conditions. If there's no other way, I will withdraw the money via bank transfer, but not immediately. It will take until the beginning of August. Therefore, I request that this complaint remain open until mid-August so that I can note any complications here.
Best regards.
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6 days ago
Dear OnurC,
Thank you for your response.
Unfortunately, we are unable to keep the complaint open for such an extended period of time. However, we can close the complaint for the time being and you can request a reopen once you are able to withdraw your funds via bank transfer.
Would this solution be acceptable to you?
We hope we can reach a mutually agreeable resolution and remain available to assist you further when needed.
I look forward to your response.
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yesterday
TranslationGood day,
Yes, gladly. If there's a problem with the payout, I would request a reopening of this complaint. At the latest, I'll do so at the beginning of August, should a problem arise. Thank you.
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yesterday
Dear OnurC,
Thank you for your cooperation and confirmation.
As agreed, I will now close the complaint as resolved in our system. Should you encounter any difficulties when attempting to withdraw your funds via bank transfer in the future, please feel free to contact us and request that the complaint be reopened.
Thank you for your patience and cooperation throughout this process.
If you experience any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We will be happy to assist you.
Kind regards,
Stefan
Casino.Guru
