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Dear CasinoGuru,

I am addressing you with an issue related to my gaming account at Casino Cryptoleo. My account has been blocked, and I have been unable to access it for over a month now. There were $12764 on my account. All my attempts to contact technical support on the website and via email have been unsuccessful. I feel defenseless and lost in this situation. My only hope is to turn to you for help.

I insist that justice be restored. I want to regain access to my blocked account and retrieve the funds that were on it. I hope that you can assist me in resolving this issue.

Sincerely,

Chiccki

Hello Chiccki,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with CryptoLeo Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account was ever verified? Have you ever been self-excluded in any casino? Did CryptoLeo every specify the exact reason of blocking your account? Was the money on your account accumulated from real money or bonus?

Looking forward to your answer.

Regards,

Nick

Hello Nick, no, I never verified my account at CryptoLeo casino. Moreover, besides CryptoLeo, I have never played anywhere else. I didn't take any bonuses, only used my own money.

Thank you Chiccki for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Chiccki,

I am sorry to hear about your problem, and I apologize for the delay.

Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear CryptoLeo Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why has the account been blocked and winnings confiscated? What steps should the player take to unblock the account and/or withdraw the disputed winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

According to the communication between the casino and the user via Live Chat, the complainant was informed that all bets were voided. Does that mean that the casino will refund any/the last deposit if any deposit has been ever made to the casino?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hi there, dear Chiccki.

Thank you for contacting us and we sincerely apologize for any inconvenience caused.

We inform you, that your account was temporary disabled due to security reasons. You will be able to use your account again after verification. Our specialists have contacted you via email with required documents and the link to verification section, check it please.

If you have any other question, please contact us again.

CryptoLeo Team.

Dear Chiccki,

Please, check your email and let us know when you provide the requested documents.

Feel free to share any progress or updates with us.

Looking forward to hearing from you.

Dear Branislav,

I received a letter from cryptoleo stating that I need to undergo verification. I am pleased to inform you that I have successfully completed the verification process. I hope for a prompt resolution of my issue. Thank you.

And has your account been already unblocked, Chiccki? Did you try to log in and/or request a withdrawal?

Can you please provide us with an update?

Do you plan to withdraw your winnings, so should I then also wait until it is completely withdrawn?

Despite successfully passing verification, I still haven't gained access to my gaming account and the funds within it.

Dear CryptoLeo Casino team,

Can you please confirm the KYC/verification has been completed?

Can you help us in restoring the user's account and the disputed winnings?

Hi, dear Chiccki!

Thank you for providing us with the necessary documents. Our specialists have contacted you once again requesting the proof of address. Could you please check your emails and reply to message?

Thank you for your patience with us during this process!

If you have any other question, let us know please.

CryptoLeo Team.

Hello, Cryptoleo. I have sent you all the necessary documents via email.

Thank you for the update, Chiccki.

Please, provide the casino with some time (a few business days) to review the latest documents. You should be contacted back via email with the results.

Feel free to inform us about any news or progress.

If no response is received within a reasonable time from the casino, I will ask the casino representative for an update and help again.

Hello, Cryptoleo! I will go to the bank for the statement, but I will only be able to get it on Monday. Sorry.

Dear Chiccki,

I think it will not be a problem. Just let us know when it is sent to the casino.

Is it not possible to generate a bank statement in your internet banking?

Dear Cryptoleo,

I have sent you all the necessary documents via email. Please review them.

Best regards,

Chiccki

Thank you for the update, Chiccki.

Please, provide the casino with some time (a few business days) to review the latest documents. You should be contacted back via email with the results.

Feel free to inform us about any news or progress.

If no response is received within a reasonable time from the casino, I will ask the casino representative for an update and help again.

Yes, thank you! I will wait.

Hello, Casino Guru! I still haven't received a response from Cryptoleo.

Dear CryptoLeo Casino team,

Can you please provide us with an update on the user's verification?

Hello, Branislav!

We have provided you with all the information regarding this case via email, could you please check your inbox?

Thank you in advance.

Best regards,

CryptoLeo Team.

Thank you for your email and the clarification, CryptoLeo Casino team.

Can you please look at my last email regarding the matter and provide me with the requested?

Dear Chiccki,

In the meantime, I have a few questions also for you.

What games did you play at the casino most, and/or from which type of games did you accumulate most of your disputed winnings, please?

Can you confirm you played sports betting only?

Is it possible that another account or other accounts used the same internet connection or device to access the casino website as your disputed account? If yes, can you provide us with more details and explanation?

Hello, Branislav!

I only made sports bets. I have never played at a casino. I don't quite understand what you mean. I have only one account at Casino Cryptoleo, and I am the only one who has access to it. As far as I know, none of my close relatives are into gambling, so that's out of the question.

Dear Chiccki,

Thank you for additional details. In the meantime, the casino provided me with the requested details and was able to support their claims and decision with sufficient evidence.

After gathering all the necessary information and details, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts. Considering the provided evidence, it would be very difficult or even impossible to prove otherwise. In addition, allegations relate to sports betting, and, as you might know, our forum deals with complaints about online casinos only. We currently do not take on sports-betting issues.

However, from what the casino provided, we concluded, at least regarding multiple accounts, that the casino acted correctly and in accordance with its terms and conditions.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you submit a complaint to one of the websites that deal with sports betting-related complaints, to ADR, or directly to the authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, CryptoLeo Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru