CryptoLeo Casino - Player’s withdrawal is being delayed due to document issues.

hello last month i made an account at cryptoleo casino to play sportsbook.I deposited 1000usdc and in few days i turned in 2300.I tried to withdraw and the team asked me my id and a proof of adress.They accepted my id.THE PROBLEM was with the address proof.I have sent them my personal bank statement with my address on it, my phone bill with my address stamp and signature on it and 2 or 3 days ago i sent them my official tax residence paper.Everytime for no clear reason they disapprove my official documents.IN the last 2 weeks i am trying to find and answer but they try to fool me.Any help would be apreciated

Hello mikrostzogadoros,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with CryptoLeo Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello thanks for the response.I don't remember exactly how many days it's have been I believe 2weeks for sure.I have sent my ID and they approved it instantly.The problem is with the address verification.I sent them my phone bill paper,my tax residence official paper with my address on it and my bank statement.They didn't approve anything for no obvious reason.I told them that I live with my parents and I dint a utility bill like water.Its like they try to trap me because they know I don't have such a paper.I am taking constantly with the customer service team but there is no actual help.Last time I talk its 2 days ago.Plz help me first time in my life I see something like that.

Hello mikrostzogadoros,

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

Awaiting your response.

Regards,

Nick

Hello , there is no point in this they chat only told me that they can't so anything

Thank you mikrostzogadoros for all the information provided. I will now forward your complaint to my colleague Romi (romana.r@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear mikrostzogadoros,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the CryptoLeo Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear CryptoLeo Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

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.

After carefully checking the account, we noticed that you mentioned being a student and living with your parents to proceed with the verification could you please some kind of proof from the university, such as a student ID or a similar document?

This can be used as proof of address in your case.

Best Regards,

CryptoLeo Casino

Greetings all.

Thank you, CryptoLeo Casino, for the information.

Dear mikrostzogadoros,

Could you provide the requested documents, please, and let us know how it goes?

Thank you in advance.

Respectfully,

Romi

Good evening, I have sent the documents and am waiting for a response. I will update as soon as I receive news.

Good evening, people are incredible, 1 week has passed, I sent my university ID and they still haven't answered me.

Dear mikrostzogadoros,

Could you update us regarding your case, please?

Thank you.

Regards,

Romi

Everything is fine my account is now verified thx a lot guys

Dear mikrostzogadoros,

Please confirm that your withdrawal has been received and we can close this complaint.

Thank you in advance.

Respectfully,

Romi

Dear mikrostzogadoros,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.