CryptoLeo Casino - Player's deposit verification has been rejected.

The casino does not want to verify my deposit receipt. They keep rejecting it because they can't see all the information and they can't verify it. You can clearly see that the dates, times and amounts match. You can see the address, hash, etc. That's all you can see on the cryptocurrency wallet. I am attaching screenshots. Once in the chat I received information that the IBAN number and name and surname were missing in a cryptocurrency transaction. is this a joke?There is no name in my transactions on my crypto wallet.(WhiteBit) It doesnt even show my details in the settings. I just have KYC verified accounts there.

Dear 666yuhas666,

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.

It seems the response you received is a general explanation of what a deposit proof should include.

Please allow me to ask you a few questions so I better understand the situation.

• Have you provided proof of only a single deposit?
• Is it possible to view your personal data in the desktop application or browser when logged in to the WhiteBit wallet for you?

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,

Tomas

In the meantime, I got this answer on live chat.

"Radosław, I would like to inform you that our team is absolutely convinced, one hundred percent, that the deposit proofs presented do not correspond to the actual deposits that were made to our casino."

after I sent the whitebit statement, which contains confirmation of deposits sent to CryptoLeo as well as confirmation of my KYC verified data, I received an email that my account isp fully verified. however, 20 minutes later I received information that I still have to send all transactions from the whitebit wallet from 02.11, even those that do not concern cryptoleo payments. They got official confirmation of my details and payment from the cryptocurrency exchange and they are still causing problems.

Thank you very much, 666yuhas666, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi 666yuhas666,

I have reviewed your case and am sorry to hear about your difficulties with deposit verification. I will do my best to assist you by contacting the casino to address the issue. We will see what can be done once they respond.

Dear CryptoLeo Casino,

I would like to invite you to join this conversation and participate in resolving the player’s complaint. Could you please provide more information regarding this case? Specifically, please clarify why the submitted proofs of deposit were not accepted.

I look forward to your reply. If you have any supporting evidence, please feel free to send it to my email at natalia.b@casino.guru.

Kind regards,

Natalia

Hello!

Thank you for bringing this matter to our attention. We truly value your feedback and are happy to work toward resolving this matter for the good of both parties.

Our team is committed to addressing this matter with the utmost priority, and we are implementing additional checks to avoid any similar issues in the future. We understand the importance of timely payments and the inconvenience this may have caused you. Please rest assured that we are doing everything in our power to rectify the situation.

Should you have any further questions or require additional support, please do not hesitate to reach out to us. We are here to help and appreciate your patience and understanding.

Best Regards,

CrytpoLeo Casino

The day before yesterday they verified my account accepted proof of payment and proof of funds, I was waiting for the withdrawal. But now they asked me to verify the proof of funds again... Even though they accepted it earlier....

Thank you for your help, I received my payments. Without your help and the possibility of filing a complaint I most likely would not have received my money.

Dear 666yuhas666,

I’m so glad to hear that your issue has been resolved! I will go ahead and mark your complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. If you ever run into any problems with this or any other casino in the future, please feel free to contact us at the Complaint Resolution Center. We're here to help!

As you know, we don’t charge for our services and we don’t accept gratuities. However, it would mean a lot to us 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 incredibly helpful. Your feedback could assist others who may be considering contacting us for help with online casino-related issues.

Thank you in advance for your time!

Best regards,

Natalia

Casino.Guru