The player from the United Kingdom had discovered through online reviews and a chat with the casino that his account had been closed due to regional restrictions. He had lost his deposits without any winnings. We had informed him that we could not assist in recovering his deposits as they had been lost in regular gameplay. The complaint had been rejected as the player's losses were not due to the casino voiding winnings because of his location.
CryptoLeo Casino - The player is facing difficulties in getting a refund.
Amount: £1,500
CryptoLeo Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
9 months ago
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9 months ago
Hi I have been playing for a while and was informed they do not accept players from the uk therefore I had no chance of winning
I have requested a refund but been declined
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9 months ago
Dear Gibo1235,
Thank you very much for submitting this complaint. I'm sorry to hear about your issue with CryptoLeo Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please specify when exactly were you informed that the casino did not accept players from the United Kingdom? Was it after you requested a withdrawal, or was it after you played away your balance?
Could you kindly advise what the current balance in your casino account is?
Have you passed the full KYC verification?
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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9 months ago
Dear Gibo1235,
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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9 months ago
Hi I was reading reviews online that’s how I found out
I went to online chat and they told me they have closed my account I had zero balance on the account I have deposited quite a lot of money with no chance to win it back
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9 months ago
If you have lost all the money while playing, unfortunately, we are unable to assist you in recovering your deposits. The scenario would be different if you had managed to register with your accurate personal information despite the United Kingdom being restricted. In such a case, if you had won a certain amount and the casino would have voided your winnings due to playing from a restricted country, we would consider it unfair. However, you incurred regular losses.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
