CryptoLeo Casino - Player's account access and withdrawal process is disrupted.

I have used Crypto Leo for over a year and never had any problems with withdrawals etc up till now. I have been trying to cash out my winnings and it was denied numerous times with no explanation given for days. Finally someone alerted me to needing to verify my identity which was unusual as they are a no kyc but I obliged in this request. Now I have been unable to fulfill the verification process as my account is not accessible anymore. I had a great deal of difficulty using the verification system they had set up and was rejected several times for reasons that were either not provided, written in another language??? and other ridiculous requests like showing the four corners of my license when the entire license with all 4 corners were CLEARLY visible. After speaking to live chat AGAIN to reattempt the verificTION with the recommendations implemented I started to get signed out of my account out of nowhere after a minute or two, no help from staff on this one either. Now my account has had the google 2fa reactivated (noy by me I had turned it off?)

This shouldnt be a problem as I still have their details yet, low and behold! The code I enter to log in fails EVERY TIME!! I have had NO help from chat staff there is NO communication between the departments I am now being sent emails from the help desk sporadically saying they are looking inti my problem which is now going on over a week trying to get this sorted. Not only that but now the emails from support are going directly into my spam as blocked users?? This is a new development also. It feels like they are doing everything in their power to get rid of me and my business and keep my money which I refuse to allow. Please help as I an not get anywhere with this!!!!

Hello cookd5172,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with CryptoLeo Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about? What was their respond regarding the 2F verification issue?

Please also note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hi Nick,

So I have been using them for over a year and was never asked for verification previously so its not a first time withdrawal. They have an automated verification system that asks for front and back pic of your id and a facial recognition scan which i completed approximately 4 days go now but they rejected it as they were not satisfied with the quality of the photo of my license. I have tried relentlessly to reattempt it b ut I cant log into my account now due to afore mentioned issues with started around 4 days ag also. I have had courtesy emails from support staff the last two days in a row saying "they are looking into thanks for your patience b;ah blah but that is only in response to my emails asking what is going on so honestly if you can get somewhere with them I will send you a present cos I am ready to throw in the towel at this stage.

Oh and for some reason the emails are coming through under blocked users which I have not set up so no clue how that has happening.

I have most of the interactions saved such as chat transcripts, videos of being kicked out of my account after a minute or so, proof of my newly requested 2fa code not working and all the other errors if you need it.

Hello cookd5172,

Can you please forward the mentioned communication between you and the casino to nikolas.b@casino.guru?

Dear cookd5172,

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.