Leon Casino - Player's withdrawal is delayed due to verification issues.

Hey Casino Guru, I’ve recently won over 3k from Leon casino and I was able to withdrawal my 1k and didn’t have to verify it but second time I have to verify it and I have a problem with verifying my account, I was asked to provide my personal details

and both side of my bank card details in photos. My passport was verified and the front of my bank card was verified but the the back wasn’t even though I covered all the digits on the bank card like I was asked to and I keep getting asked to send of photos of my bank card with all the digits covered even when it was covered and my withdrawal is currently unavailable and I can’t withdrawal any of my money out I feel really helpless and the live chat was just a useless bot replying to me and couldn’t help me solve the problem.

Dear Sean06,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Usually, only some of the numbers on your credit card may be covered. Could you please specify which numbers you covered when taking a photo of your card?
• Could you please list which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Have you received any notification explaining why the document you uploaded hasn't been accepted?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Sean06,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.