CryptoLeo Casino - Player's account was closed and the balance was nullified without explanation.

Dear representatives of Kazinoazov,

I am writing to you with a complaint regarding CryptoLeo Casino in connection with a serious violation of my consumer rights.

My name is eye_aragon and I was a client of CryptoLeo Casino. My account was closed without prior notice, and the balance on it was nullified. I contacted customer support to receive an explanation for this situation, but I did not receive a satisfactory response.

My rights as a client were violated without any explanations or opportunity for defense. I strictly adhered to all the rules and conditions of your platform and did not violate them in any way.

I demand the following:

A full and specific explanation of the reasons for closing my account and nullifying the balance.

Refund of all funds that were on my account at the time of its closure.

Additionally, I request that you conduct an independent investigation of this incident and take appropriate measures against CryptoLeo Casino in case of violations.

I provide all necessary evidence to support my claims. I expect prompt consideration of my complaint and the adoption of appropriate measures to protect my consumer rights.

Sincerely,

eye_aragon

Dear eye_aragon,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with CryptoLeo Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm if you sent your identity documents to the casino for verification?

Have you tried reaching customer support via email as suggested by the live chat agent?

What was the balance in your account when you played in the casino for the last time?

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

Veronika

Hello, Veronika,

I haven't sent my documents yet, but I'm ready to do it if necessary.

Yes, I wrote an email to support@cryptoleo.com, but still haven't received a response.

The balance was 6500.

When can I expect some clear deadline for solving my problem?

Thank you very much, eye_aragon, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi eye_aragon,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask CryptoLeo Casino to join this conversation and share more information regarding the case.

Could you kindly explain the reason for blocking the player's account and withholding their winnings?

Thank you.

Best regards,

Tomas

Casino.Guru

Hello, dear Tomas

We kindly ask you to extension of the timer to resolve the case

Best regards,

Cryptoleo Team

I've been trying to withdraw my money for almost a month now! When will I get clear deadlines for resolving my issue?

Hello, dear Tomas

We kindly ask you to extension of the timer to resolve the case

Best regards,

Cryptoleo Team

Hello, dear Casino Guru

I believe this is already going beyond all permissible limits! I urge you to take action regarding Cryptoleo.

I apologize for the delayed response. I'll be handling this complaint for now. I regret any inconvenience this may have caused.

Dear CryptoLeo Casino Team,

Is there any news that you could share with us at this time?

If you wish to forward any supporting evidence or relevant communication, my email address is petronela.k@casino.guru.

Thank you.

Hi, eye_aragon and Petronela!

We are sorry for the inconvenience caused and the long wait for a response.

Dear eye_aragon, we inform you that your gaming account has been reopened with the remaining money restored.

If you still have any questions, please let us know.

Best regards,

CryptoLeo Team.

Hello, Casino Guru. I finally got access to my gaming account, but I haven't received my money yet...

Hi eye_aragon,

I'm happy to hear that your account was restored.

• Have you requested a withdrawal already?

Please keep me informed about any further developments.

Thank you.

Hello, dear CasinoGuru. I'm happy to inform you that access to my gaming account has been restored, and I have successfully received all my money back. I express my immense gratitude to you for your assistance in resolving my issue!

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, eye_aragon, for your cooperation and confirmation, and please don’t 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,

Petronela

Casino.Guru