The player from Canada had had multiple successful withdrawals, however, their recent attempts had been consistently rejected. Despite having verified their account and being within the daily withdrawal limits, their requests were still being denied. The player clarified that the issue was not a delay, but an inability to request a withdrawal due to an error. We asked for additional details and extended the response period, but the player did not provide the requested information. Consequently, we had to reject the complaint due to lack of response, but the player retained the option to reopen the case in the future.
CryptoLeo Casino - Player's withdrawal requests are repeatedly rejected.
Amount: 1 BTC
CryptoLeo Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
10 months ago
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11 months ago
I have had many successful withdrawals at the casino. I have been playing for nearly a month now and the casino asked me to verify my account. After I verified my account the casino paid me 2 pending withdrawals I had instantly and rejected another one due to the daily withdrawal limits.
I then requested another withdrawal immediately which after an hour or so got rejected as well. At 4pm my time, the daily withdrawal limits were repleneshed and I attempted to make another withdrawal. The withdrawal failed with an error message. I asked chat about it and they said it was due to the limits. I gave them the benefit of the doubt and waited another day only to get the same error. It's now been over 2 days and chat is telling me it's a limit issue but it is not. If it was a limits issue the casino would reject the withdrawal once it was pending like they did on the occasions where that happened. Chat is not being helpful and the emails I have written to the casino have not been answered.
I need help solving this problem and would like to talk with the casino publicly on this thread
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11 months ago
Dear Jangles,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
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11 months ago
Thank you for that, the issue is that I cannot withdraw. The withdrawal is not pending, I simply can't request it. It keeps failing
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11 months ago
I fully understand your frustration, Jangles. However, I will set the timer for additional 9 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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11 months ago
Ive received 2 replies since my last post.
The first one was that theyre looking into it
The second one is as follows:
Your previous payments were canceled due to withdrawal limits being reached. You should be able to request a new payment by now, please get back to us if you still face any issues.
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The casino is not answering my question nor solving the problem. I am fully aware that the previous withdrawals were cancelled due to the limits, it was explained on the email they sent me. The casino on this reply advises me to request a new withdrawal, but I am not able to request a new one. Every time I try to there is an error that doesn't allow me to finish the withdrawal.
The issue has not been a delay with a withdrawal, the casino has either blocked my account from making the withdrawal.
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11 months ago
Thank you very much, Jangles, for the clarification.
One last thing, before we contact the casino directly.
- Could you please advise if your winnings were accumulated with or without an active bonus and if the disputed amount of Ƀ 1 is correct?
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11 months ago
Dear Jangles,
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.
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10 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
