The player from Portugal faced issues with CryptoLeo casino, where his verified account’s €1100 withdrawal was pending indefinitely, despite claims of processing within 24 hours. After providing multiple requested documents, he received contradictory responses, leading to further frustration as he had €1600 total that the casino was withholding. With assistance from the Complaints Team, his account was finally approved and the withdrawals were processed. He confirmed that the winnings were now in his account, and the complaint was marked as resolved.
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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8.3
CryptoLeo Casino has a Safety Index of 8.3, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month 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:
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1 month 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
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1 month ago
Hi,
this money was without any bônus rollover And this is clearly casino doing everything in order to delay And don t pay my money.
i have sent them all documents that they asked now, my account was again fully verified but they still Didn t pay my withdraw.
when i went to chat they told me my documents were not verified even know that i showed account fully verified.
only with your help i Will be able to withdraw because i did everything i coul
i have sent to your e-mail ali documents that i sent And screenshot showing that my account is verified
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1 month ago
Translation
I would like to inform you that after much insistence, my account has finally been approved and my withdrawals processed. thanks for all your help
Automatic translation:
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1 month ago
I'm glad to hear that, Canutinho! Could you please specify if the winnings are in your account and if this case can be closed? Thank you for your cooperation.
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1 month ago
Translation
Good morning. Yes, the winnings are already in my account. Thanks for your help 🙂
Automatic translation:
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1 month ago
Dear Canutinho,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it 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 invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika Lash
Casino.Guru
