CryptoLeo Casino - Player’s winnings haven’t been received yet.

Hello! I am reaching out to you with a request to help resolve an issue with CryptoLeo. I have been playing at this casino for about a year, engaging in both casino games and sports betting. During this time, I never encountered any problems; deposits and withdrawals were processed smoothly. My account was verified earlier, and I had already completed the KYC procedure. I always played with my own real money, using a VPN (as the site allows VPN usage due to access issues), and all transactions were made in cryptocurrency.

Over the entire period, my account was in a loss of approximately 3,000 USDT. This was the case until December 12, when I got lucky and won the amount mentioned above, namely 13,000 USDT.

After submitting a withdrawal request, I began waiting. Two days later, without receiving the funds in my account, the entire ordeal began, leading to the situation I am describing here and for which I am asking your help.

First, I was asked to reverify my identity. I provided various documents, and my account status on the site was updated to "verified."

Next, they asked me to confirm my place of residence. I provided utility bills and payment receipts from Ukraine (where I am officially registered), but I am currently living in Poland. These documents were not accepted, and they requested proof of my current address in Poland. I sent them a notarized rental agreement, which they accepted.

Afterward, they asked me to confirm the deposit I had made to the casino to show that it was my transaction. I provided all the transaction reports from the exchange, confirming that it was indeed me who made the transaction from my wallet.

Then, they requested proof of the source of wealth or source of funds. I explained that due to the war in Ukraine, I am not currently employed and do not have traditional sources of income. They asked for proof of this, which I provided via a bank statement and a declaration from the pension fund. Currently, I am involved in cryptocurrency activities, and all my savings are also in cryptocurrency.

These documents were not accepted either, and they asked me once again to send proof of the deposit made to the casino (which I had already sent) and a statement of transactions from my digital wallet for the last three months. I sent them the transaction statement from my wallet.

However, they are now again requesting a bank statement showing my salary. I have explained that I am not employed, and therefore, I cannot provide such a document. I have already sent them a detailed transaction history from my digital wallet showing my finances and activities. Their response was that they are very sorry, but I still need to provide this document.

I have no more patience or energy to continue doing this and repeating the same process over and over. They seem to be stalling, nitpicking, and rejecting various documents, dragging out the process of full verification and the fair withdrawal of my funds. Every conversation with support ends with vague promises to review the situation, followed by requests for more documents or even the same ones I have already provided and which were previously verified.

I kindly ask for your help in resolving this situation and intervening to obtain at least some explanations. I also request that you involve a representative of the casino in addressing this complaint, either directly here or through you, to ensure a full and productive resolution.

I play fairly, my winnings are legitimate, and I can provide any of the aforementioned documents or screenshots of my correspondence with their support upon request (as there are many of them). I hope for your assistance and expertise in resolving this matter. Thank you in advance for your help and support.

Dear bogdanpasieka,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Nick,

The situation is further complicated by the fact that the casino seems to be deliberately stalling and requesting all sorts of various documents just to delay and, essentially, derail the verification process. I have provided all possible and necessary documents that I could, which are more than sufficient to confirm my identity.

Now they have started requesting documents that I have already sent and that they have already approved, causing the verification process to become stuck in a loop and unable to be completed. Without a completed verification process, the withdrawal cannot be processed either.

Therefore, I am asking for your intervention to help me complete the verification process, which, in my opinion, has now reached a deadlock. This could be done either through you or directly with a representative of the casino. On my part, I am ready to provide all available and necessary documents and answer any questions.

Dear bogdanpasieka,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Nick, hello!

No, nothing new has happened. They continue to go in circles, either requesting documents that have already been approved or those that I simply cannot provide.

Regarding the latter, which I cannot provide: as I mentioned earlier, due to the war in my country and my relocation to Poland, I am currently unemployed (I do not have traditional sources of income). I live off my savings and the funds I earn through activities related to the cryptocurrency sphere. All my savings are in cryptocurrency.

They asked me to confirm that I do not have traditional sources of income—I provided them with a bank statement and a declaration from the pension fund. These were deemed insufficient, and they once again requested income confirmation. In response, I sent them the full transaction history from my verified wallet on an exchange for the past year (the wallet is verified in my name and linked to the same email as my account with the casino). While they stated that this would suffice, and I provided all possible and previously mentioned documents, they still did not approve them. Instead, they once again requested a work statement and proof of traditional income.

At this point, the verification process has stalled because I have sent them everything I could, but I cannot provide what I simply do not have. Does this mean that if I am officially unemployed, I am not allowed to play? I have the funds, I have provided all the evidence, and I play fairly without breaking any rules—so what is the issue?

Additionally, I can send you all the documents and screenshots of the correspondence to show and clarify the entire process that I described above in this message.

I kindly ask for your assistance in resolving this situation and intervening to obtain at least some explanations. I also request that you involve a representative of the casino to review this complaint, either directly here or through your help, to ensure a thorough and productive resolution.

Dear bogdanpasieka,

Would it be possible to forward the communication between you and the casino related to this case to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

Dear Nick, I have sent you the correspondence with the casino representatives by email.

At the moment, they have told me, leading me in circles all the time, that they cannot confirm the origin of the funds (although from the correspondence and documents you will see direct confirmations) and are closing my account without paying out the winnings, leaving only the amount of my deposit.

They wrote off 10,000 USDT from my account and left 3,000 on the balance, which they asked to withdraw, since the account is closed.

I consider this an unfair, illegal and dishonest decision towards me. I can provide any additional documents from my side.

At the moment, the verification status of my account and balance looks like this:

Hello! Have you forgotten about me? Can you consider my complaint and help me resolve the issue?

Dear Bogdanpasieka,

Thank you for reaching out.

Unfortunately, every player is required to play using their own funds, and if you do not have a personal income, it is not advisable to play in any casino. Casinos may restrict or block accounts funded by third parties, including parental support.

While the casino should ideally have requested proof of income earlier, it is understandable that they are conducting thorough checks now, especially given the size of your win.

Could you please confirm if I understand correctly that they have left €3,000 in your account as it represents the net loss over your entire time playing at the casino?

Looking forward to your response.

Best regards,

Nick

Dear Nick,

What do you mean, not play with my own funds?

I played with my own funds, I confirmed that I have them, I sent all the necessary statements from the cryptocurrency wallet, where all my transactions are indicated.

And now you are operating with the fact that I already wrote emotionally as a joke that my parents gave me the money, are you serious?

I provided all my documents, I own a car and an apartment in Ukraine, I have savings earned over the years, and income that I receive from operations in the cryptocurrency sphere, which I am currently doing and which I confirmed.

I am not officially employed at the moment, but does this mean that I do not have my funds? Or maybe the rules somewhere state that officially unemployed people cannot play? This is some kind of nonsense.

I played, everything was fine, here I won and they say to me *we will not pay you because we decided that these are not your own funds and all your evidence to the contrary is of no interest to us*

It looks like you are now picking on some absolutely absurd proposal, and not on documents, facts and service rules.

I want a full and fair decision regarding this issue, which will be based on facts, rules and documents, and not on a biased attitude or, especially, on some words without context from the chat.

Dear Bogdanpasieka,

Please understand that the casino may have been justified in their concerns if you mentioned that the funds you are using come from your parents, even if it was intended as a joke.

Regrettably, we are unable to compel the casino to continue the verification process if they believe this is the case. However, I would recommend contacting the casino's licensing authority "Curaçao (GCB)" directly, as they have the ability to review and potentially overturn the casino's decision regarding your verification.

Is there anything else we could assist you with?

Best regards,

Nick

Dear Nick,

Can the casino's fears be justified when I have provided all the documents that confirm the availability of my personal funds?

So you want to say that the company's decisions can be based on fears, some fears, and not on documents?

So any decision regarding a player can be justified by *fears* and it doesn't matter what the platform rules are? Or do the rules state that if you write forbidden words or a joke in the chat, then we will evaluate this as a fear and they will be above all the documents provided? And based on this, we can cancel any of the player's winnings, right?

If I lost money, the casino representatives would not ask any questions, but when I won, we immediately make decisions based on some subjective fears?

And what competence do you have then? That is, for any complaint, any representative of any casino can tell you: *we have concerns, so we will not pay out the winnings* and you respond to this *ah, well, if there are concerns then fine, no questions, you can not pay out and we will not look into this matter*.

Dear Bogdanpasieka,

Thank you for your response. You mentioned that your funds come from your parents, which we understand, but this matter is unrelated to any concerns about "fear."

As previously advised, I recommend reaching out to the licensing authorities of the casino. They have the authority to review and potentially override the casino's decision.

Regrettably, we are unable to provide further assistance on this matter for the reasons explained above.

Best regards,

Nick