HomeComplaintsCryptoLeo Casino - Player faces withdrawal delay due to address verification.

CryptoLeo Casino - Player faces withdrawal delay due to address verification.

Amount: ¥200,000

CryptoLeo Casino
Submitted: 08 Dec 2024 | Resolved : 27 Dec 2024
Resolved Our verdict

Case closed

RESOLVED

Case summary

The player from Japan was unable to withdraw funds after providing the required documents. Although his identification and proof of deposit were approved, his proof of address had not been accepted. He inquired about the rejection but did not receive a response. After several document submissions, his account was eventually verified, and a withdrawal was processed. However, the player later faced account closure without explanation, which led to concerns about the casino's reliability. The Complaints Team resolved the main issue of the withdrawal; however, the account closure was not addressed, as casinos had the right to restrict accounts under certain conditions.

Public
Public
Translation

I tried to make a withdrawal for the first time. I was told I needed to provide identification, proof of deposit, and proof of address, so I uploaded everything.

My identification and proof of deposit were approved, but my proof of address was not. I uploaded a resident card that I just obtained a few days ago, so there shouldn't be any issues. I have inquired about the reason, but I have not received a response.

As it stands, I am unable to make a withdrawal, leaving me in the same situation as if my withdrawal was being denied.

Automatic translation:
Public
Public

Dear aya.123,

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

  • Do I understand correctly that you haven't received any instructions on how to proceed?
  • Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Kristina


Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Public
Public
Translation

After my residency card was rejected, I uploaded a water bill receipt, which was rejected again. I then uploaded my pension payment certificate, which was approved and my account was verified.

Although I am frustrated that my proof of address, including my residence card and water bill receipt, was rejected without any clear reason being given, I am relieved that my account has finally been verified.

After that, I applied for a withdrawal. It has been more than 24 hours since I applied for the withdrawal, but the money still hasn't been withdrawn. I'm worried about whether the money will really be withdrawn.

Automatic translation:
Public
Public

Thank you for your reply, aya.123. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

Public
Public
Translation

It's been 10 days since I requested the withdrawal, but the money still hasn't been withdrawn. I was asked to upload a selfie with my driver's license, which I did, and they replied that they had verified my account.

However, the withdrawal request is still pending.

Automatic translation:
Public
Public
Translation

The money was finally withdrawn yesterday.

However, I have been unable to log into my account since today. There is no balance in my account so it is not a problem, but locking my account without any explanation is an unreliable bookmaker. I have not done anything fraudulent or suspected of fraudulent activity.

I deposited about 50,000 yen and withdrew about 100,000 yen, so I was not attempting to withdraw a large amount.

It took about 10 days for KWC to be made, and I don't think it's a bookmaker I would recommend to others.

Automatic translation:
Public
Public
Translation

I received the email attached at the bottom.


I have not cheated in any way, I am working completely alone and without consulting anyone, I do not have multiple accounts.

No other wrongdoing is suspected.

However, the fact that they closed my account unilaterally without any explanation makes me think that Cryptoleo is a fraudulent and dishonest company. I also think that the fraud prevention tools and techniques they use are not accurate.


It states that "decisions are made at our sole discretion and players will not be notified or informed of the reasons for such actions," so there is no explanation as to why my account was closed, but I will never use any casino sites related to Cryptoleo or those managed by the same company in the future.

We also recommend that other users do not register with this site to avoid the same problem.





Due to fraudulent activity, your account has been permanently closed.

"We have a strict anti-fraud policy and use a variety of anti-fraud tools and techniques. If a player is suspected of fraudulent activity, including but not limited to: colluding with other players, cheating against other online players, chargeback of credit card transactions by the casino or payment provider, refusal of some payments, creation of more than one account, any other type of fraudulent activity, or bankruptcy in the player's country of residence, we reserve the right to terminate this account and to cancel and suspend all accounts and payouts to the player. This decision will be made at our sole discretion and the player will not be notified or informed of the reasons for such action. We also reserve the right to notify the relevant regulatory authorities of the player's fraudulent activity."

Automatic translation:
Public
Public

Dear aya.123,

I’m sorry to hear about your closed account, but please understand, that we can’t penalize the casino for this if your remaining balance has been paid. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. 

As the main issue has been resolved, we'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Kristina

Casino.Guru 

flash-message-reviews
User reviews – Write own casino reviews and share your experience
Forum_alt
Join the discussion on our Forum and meet casino players from all over the world
scamalert_1_alt
Casino Guru employees will never ask for your password or seek access to your casino or bank account.
Follow us on social media – Daily posts, no deposit bonuses, new slots, and more
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news