The player from Portugal faces issues with CryptoLeo casino, where his verified account’s €1100 withdrawal is pending indefinitely, despite claims of processing within 24 hours. After providing multiple requested documents, he receives contradictory responses, leading to further frustration as he has €1600 total that the casino is withholding.
CryptoLeo Casino - Player's withdrawal is delayed and his account is blocked.
Amount: €1,600
CryptoLeo Casino
Safety Index:HighSafety Index
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Case opened
Current status
Waiting for player to reply
6d 18h 34m 54s
Case summary
5 hours ago
Public
Public
17 hours ago
Translation
The CryptoLeo casino, despite having my account fully verified, doesn't pay out when you win some money! I've been playing at this casino for several months, with my account completely verified, always playing honestly and making deposits and withdrawals without any problems.
This past week, I won some money and made a withdrawal of €1100, which has been pending indefinitely, despite the casino claiming to process withdrawals within 24 hours. After 5 days without any explanation regarding my withdrawal, they decided to block my withdrawals and request additional documents for verification. Even worse, I sent the documents they requested, and then I received an email saying the verification was rejected because the documents weren't needed!
They asked for proof of deposit, meaning a Skrill statement, which I sent. They asked for proof of funds, meaning a pay stub, which I also sent. They even asked for a bank statement, which I sent too. How can they ask for additional documents, I send them, and then they reject them for not being necessary?!
The customer support in the chat is a sham; they say they don't know why the documents aren't accepted and that when they're accepted, the account will be verified. But how will they be accepted if they reject them and don't give me an explanation?!
Please, Casino Guru, let me send you the proof they've requested so you can see how this casino is trying to keep my money. This casino keeps coming up with excuses not to pay. Right now, I have €1100 pending withdrawal and another €500 still in the account, so that's about €1600 the casino won't let me withdraw.
I just want to withdraw my money so I can close the account and never play here again.
Automatic translation:
Public
Public
5 hours ago
Dear Canutinho,
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 clarify your situation.
Could you please specify what games you played to accumulate your latest winnings? Did you play slots, live casino games, or did you make bets on sports?
Did you accumulate these winnings with or without a bonus?
Could you please specify where exactly you sent the additional documents for verification? Did you upload them directly to your profile, or did you send them to the casino via email?
Please forward me all the communication between you and the casino and the additional documentation that could serve as evidence in your case to my email address at veronika.l@casino.guru. Alternatively, you may post screenshots here.
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
Canutinho has 6d 18h 34m 54s to reply
