HomeComplaintsCryptoLeo Casino - Player’s account is disabled and funds are inaccessible.

CryptoLeo Casino - Player’s account is disabled and funds are inaccessible.

Amount: €1,000

CryptoLeo Casino
Safety Index:High
Submitted: 12 Dec 2024
Case opened Current status

Waiting for Casino Guru to reply

5d 23h 50m 21s

Case summary

yesterday

The player from Croatia has an account that remains disabled despite completing the requested Skype video verification. After submitting a phone bill for verification, the casino rejected it and did not accept alternative verification methods. The player is unable to withdraw their balance.

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6 days ago

My account was disabled and I was requested to do Skype video verification. After I completed video verification my account was still disabled and few days later they send me mail to verify my phone. I then send them phone bill with visible name and address which they rejected.Also I offered to send me sms or call me on my phone which they also rejected. My account is still disabled and I'm unable to withdraw my balance

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5 days ago

Dear limbo123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

  • Have you provided any other documents and have they all been approved?
  • Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
  • Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much 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.

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5 days ago

Have you provided any other documents and have they all been approved? Yes I provided casino with all documents they were asking and they were approved and my account was fully verifed. I was also requested for video verifcation which I also completed.

Could you please advise which games you focused on - slots, live casino, sports betting, etc.? I was playing blackjack,sport betting and a little bit slots.

Did you accumulate your winnings with or without an active bonus? I accumulate winnings without bonus.


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5 days ago

Please invite casino to the conversation. I tried to resolve issue with their live support and via e-mail multiple times .

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2 days ago

Thank you very much for your reply, limbo123. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

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yesterday

I forwarded on your mail communication with casino

Casino Guru is examining the case

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