The player from Switzerland had submitted a withdrawal request less than two weeks before contacting us. Winnings hadn't been obtained up to that day. The player had provided the necessary documents to the casino and had cooperated fully with the process. After almost a month, the payout was credited back to his player account. It had taken more than three weeks for the player to receive his money. The issue had been resolved, and the player had confirmed the receipt of his winnings.
CryptoLeo Casino - Withdrawal of player's winnings has been delayed.
Amount: €506
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
6 months ago
Public
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7 months ago
Translation
The withdrawal of 506.40 € requested on 16.04 has not yet arrived in my German account as of today.
According to the casino, the withdrawal has already been rejected.
If the payment does not proceed today, will the casino demand a bank statement from me starting from 16.04?
The account has already been verified on 16.04
Automatic translation:
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7 months ago
Dear Baron_von_Brenden,
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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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7 months ago
Translation
Updated 24.04:
Yesterday evening, support in the live chat requested bank statements/screenshots from April 16th, which clearly show that I have not received any money.
I have made these available.
According to the support employee, the payment has been "completed/executed" by the casino
As of April 24th 9:45am, there is still no receipt of money.
Automatic translation:
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7 months ago
Dear Baron_von_Brenden,
Have you received your withdrawal from the casino yet?
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7 months ago
Thank you for your reply, Baron_von_Brenden. Have you made any successful withdrawals before? Did you accumulate your winnings with or without an active bonus?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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7 months ago
Translation
Hello,
This is my first withdrawal and I did not use any bonus funds.
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7 months ago
Translation
Hello,
Can we invite a representative from Cryptoleo to clarify the matter at short notice? The waiting period of another 5 days stated by the casino expires tomorrow.
Live chat not helpful, the site has a public chat function where many players are currently expressing their dissatisfaction and waiting for their payments.
No money received yet
Greeting
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7 months ago
Translation
Now, after almost a month, the payout has been credited back to my player account, although according to the service it was already on the way 🤔?
I'm posting a picture of the new payout here.
Please help me, I'm afraid I won't receive the money
Automatic translation:
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6 months ago
Translation
The money arrived today after more than 3 weeks. The case can be closed
Automatic translation:
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6 months ago
Dear Baron_von_Brenden,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
