Leon Casino - Player was asked to pass a verification call.

hello i have been playing in this bookmaker since november everything was fine when i asked to receive my winnings in december they put me in a verification process they asked me for additional documents which i gave them all after 30 days they locked my account and want to pass me interview via whereby whenever they want with a time limit of one week otherwise cancel my account forever with the money in

Dear Tolisr21,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

In some cases, casinos might request a video call for the purpose of verification. Have you agreed to the verification call? Was the call scheduled yet? Has the casino provided you with any feedback regarding your documents or the verification call?

Thank you very much in advance for your reply.

Best regards,

Tomas

hello and thanks for your reply I am attaching the messages with the bookmaker starting around 11/13/22 the call was scheduled at a time they wanted when I asked them to change the time they didn't answer and I texted again and their response was "Cheers. Thank you for contacting BC Leon support.

Your request has been submitted for review. In the near future, your email address will receive a letter with additional information about the video verification time.

Subsequent requests to transfer this process will be considered a refusal to transmit video verification

Dear Tolisr21,

Did you pass the verification call yet? Do you require any assistance from us?

thank you very much problem solved

Dear Tolisr21,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru