The player from Portugal had discovered his account was blocked with no explanation given and had not received a response to his email inquiry. He had a balance of 600 euros at the time of the blockage. The player had confirmed that he had passed the full KYC verification and his account had been blocked following a rejected withdrawal. His winnings were not from a bonus but from his own deposited money. He had also stated that he did not play any casino games but engaged in sports betting. Despite multiple attempts to contact the casino, he had received no clear explanation for the violation of terms and conditions. However, we were unable to assist further as the issue was related to sports betting, which fell outside our area of expertise. We had contacted the casino for additional information but ultimately had to reject the complaint.
CryptoLeo Casino - Player's account was unexpectedly blocked.
Amount: €600
CryptoLeo Casino
Safety Index:HighOther
REJECTED
Case summary
Account blocked! I had 600 euros in my account and now they won't let me in! I've already sent an e-mail and they haven't replied! This is unbelievable! They haven't even given me an explanation! I've done nothing wrong!!!!! Please help me, this is not normal!!!
I just had this account, i bet normally, i am not understanding this decision !!!
Dear miguelmoreiric,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please send me the screenshot of the message you see when you try logging into your account?
Could you kindly confirm if you passed the full KYC verification?
When exactly was your account blocked?
Have you accumulated your winnings with or without an active bonus?
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
The account was blocked on 13/05 or 14/05, a withdrawal was rejected and from then on I was unable to access the account!
The money I had in the account was not through any bonus! It was my money that I put in!
Help me please!!!
Could you please advise what games you played when you accumulated your most recent winnings?
Have you received any explanation as to why your withdrawal was rejected?
Have you contacted customer support about the issue with your account?
I didn't play any casino games, it was all sports betting.
I contacted them several times but they rarely respond! They say I violated the terms and conditions but they don't say what I did wrong! I did absolutely nothing wrong!
I get in touch constantly and they don't answer me!
Thank you for the update.
As you might know, our forum Casino.Guru deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint.
Thank you very much for your understanding.
Best regards
Veronika
