CryptoLeo Casino - Withdrawal of player's winnings has been delayed.

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

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

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.

Dear Baron_von_Brenden,

Have you received your withdrawal from the casino yet?

no I did not get anything

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.

Hello,

This is my first withdrawal and I did not use any bonus funds.