CryptoLeo Casino - Pelaajan kotiutus viivästyy ja pyyntöjä on liikaa.

I have been a player at CryptoLeo Casino and have a disputed amount of 1900 ETH that I am unable to withdraw despite having completed all verification processes required by the casino.

The casino initially requested that I verify a bank account I attempted to use for a payment, which I complied with. However, they have now escalated their demands by requesting full details of my payment method and all associated transactions. I find this request to be excessive, unreasonable, and potentially in violation of data protection and responsible gambling regulations.

Moreover, because I am unable to withdraw my winnings, I have been forced to continue gambling with the funds, which I believe encourages irresponsible gambling behavior. This situation is distressing and goes against the principles of responsible gambling that licensed casinos should uphold.

I have already completed all verification steps on the casino’s platform, yet they continue to deny my payout. This has caused me significant frustration and financial hardship.

Dear mollybolly,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with CryptoLeo Casino.

First, let me suggest you don't play further with your balance since we won't be able to argue against the casino to pay you the winnings that were played down.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please clarify how much is currently on your casino balance?
• Could you please share a screenshot of the verification status of your account, if this information is available?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the verification of your account and delays as supporting evidence? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Could you please clarify how much is currently on your casino balance?

1900

Could you please share a screenshot of the verification status of your account, if this information is available?

done

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

Slots slots and slots

Did you achieve your current balance with the help of a bonus?

Think i have a small bonus but I got my winnings with real money.

Could you please share with me your communication with the casino regarding the verification of your account and delays as supporting evidence? Send emails or chat transcripts to my email at [email protected], or post screenshots here

All is shared.

Thanks for your reply and the submitted information.

Please note that online casinos can verify every payment method used in relation to the casino's deposits and withdrawals.

Could you please clarify whether you submitted the bank statements and other documents the casino requested with the exception of a 'Mifinity bank statement'?

Could you please explain which documents the casino refused to approve and which documents were accepted?

Please let me know. Looking forward to your reply.

Dear mollybolly,

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.

All is done. I am not sure there is no communication from them.

I not understand everything is verified. They just canceling my withdraw.

Thanks for the update.

Were you able to request a new payout request? Was it processed?

Did the casino clarify what obstacles there are for you to be able to pay out?

Please let me know.

I am asking specifically what they asked for they just don't give it.

It's like talking to a brick wall and bashing my head in every day.

We sincerely apologize for the inconvenience and frustration this verification process has caused you. We recognize that this situation has been ongoing for an extended period, and we understand how this delay may be affecting you both financially and emotionally.

We want to acknowledge that verification processes can sometimes be complex and time-consuming, and we genuinely appreciate your patience and cooperation in helping us maintain the highest security standards for all our customers. Your willingness to work with us through this process is valued, even in the face of these challenges.

As a licensed online casino operating in a heavily regulated industry, we must ensure that our platform provides the best possible experience while adhering to strict compliance requirements. We are legally obligated to request specific documents from our players to prevent illegal financial practices, impersonation, identity theft, and to protect our project from money laundering schemes. These requirements are not optional—they are mandated by gaming authorities and financial regulators to ensure the integrity of online gaming platforms.

While our communication may appear automated or repetitive, this is indeed a standard workflow throughout the online gaming industry. We utilize message templates for replies because this approach helps us expedite communication, maintain consistency across our support team, and ensure we provide clear and comprehensive understanding of each case. However, please be assured that real human agents are reviewing your case and crafting responses based on your specific situation.

I would like to provide clarity regarding our support team's role and limitations in the verification process. Our support team is not responsible for making verification-related decisions, as this function is handled by our specialized compliance and security department. Our support team can only: provide advice on document cancellation reasons, pass additional comments and context from our players to the relevant verification department, offer necessary information regarding the verification process (such as examples of requested documents, clarification of requirements, or step-by-step guidance on how to obtain requested documents), and serve as a communication bridge between you and our verification specialists.

I completely understand your concern and frustration regarding this matter, particularly given the extended timeframe and the unique challenges you've encountered with Mifinity documentation. However, as a support team, we are not authorized to delete, cancel, or skip any verification step, as doing so would compromise our regulatory compliance and potentially put both you and our platform at risk. Additionally, we cannot provide a specific timeframe for resolution, as this is simply impossible to predict accurately. Every case requires thorough review and may necessitate additional checks, consultations or coordination with payment providers. By not providing a specific timeframe, we avoid making promises we cannot guarantee, which would only lead to further disappointment.

Regarding your specific situation with Mifinity, we want to acknowledge that we have received and reviewed your previous communications explaining the limitations of Mifinity's documentation system. Your screenshot displaying the Mifinity response has been escalated to our verification department for further investigation and review. We have also included detailed notes about your case history and the specific challenges you've encountered with document provision.

Our verification team will now conduct a comprehensive review of your case, taking into consideration:

The documentation you have already provided

The limitations of Mifinity's documentation system as explained in your communications

Alternative verification methods that may be appropriate for your situation

The possibility of accepting alternative forms of documentation that meet our compliance requirements

We will make every possible effort to resolve this issue at the earliest opportunity. Our team is actively working to find a solution that satisfies both regulatory requirements and acknowledges the practical limitations you've encountered.

We will make every possible effort to resolve this issue at the earliest opportunity. Our team is actively working to find a solution that satisfies both regulatory requirements and acknowledges the practical limitations you've encountered.

Should the problem remain unresolved by the end of the day, we strongly recommend that you either contact our LiveChat support for real-time assistance or respond to this email with any additional information or concerns. We are committed to maintaining open communication throughout this process, and your continued patience and understanding are greatly appreciated.

We want to assure you that resolving your withdrawal request is a priority for us. We understand that access to your funds is important, and we are working diligently to find a path forward that meets all necessary requirements while addressing the unique circumstances of your case.

Should you have any additional concerns, questions, or if you would like to discuss alternative verification approaches, please do not hesitate to contact us. We remain fully committed to assisting you and finding a satisfactory resolution to this matter.

Thank you for your continued patience and for working with us through this process.

Best regards,

Nathan

CryptoLeo Support Team

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Stefan ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Sent.

Please also check emails to [email protected]

I send allot over there.

Dear mollybolly,

I am so sorry to hear about your problem with the withdrawal. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a CryptoLeo Casino representative to join this conversation and participate in resolving this complaint.

Dear CryptoLeo Casino,

Could you comment on the matter? Is there any specific reason why the player's withdrawal hasn't been paid out? We hope that the situation will be resolved as soon as possible.

Thank you in advance for providing the information.

I'ts just a mistake and mifinity doesn't have any bankstatements. Management admit it already just remove the limitations on my account.

Dear mollybolly,

Could you please explain the situation in more detail? Does the casino require the bank statements from your minifinity account?

I'll be awaiting your reply.

Yes they just sending me generic replies.

" Hello Nathan,

Our team would like to kindly request that you complete the verification process for Mifinity bank account ending in **0586.

To initiate the verification process, please visit your verification page, where you can upload the necessary documents. When uploading the documents, please ensure that the owner's name is visible, as well as all the requirements, such as the bank account number, and a clear list of transactions.

Your cooperation in completing this verification is greatly appreciated.

If you have any questions or need assistance during this process, please don't hesitate to contact our support team.

Best regards,

Nathan

Casino Support Team"

This has been send over in 15 different ways. I am clueless they reject any form of a statement which mifinity provides.

Hello!

We would like to inform you that your account is currently undergoing the verification process. To proceed, we require a bank statement ending in 0586 that includes transactions from the last three months. Any format is acceptable, such as a photo or PDF, as long as it clearly displays the account holder's name and the account number.

The bank statement you previously provided does not show the account holder's name, and the account number differs from the one we requested. Additionally, the screenshot from your MiFinity account does not include any information that connects the provided bank statement with the required account details.

You may contact your bank and request an official proof of ownership that links the account number and the statement ending in 0586. Alternatively, you can provide a screenshot from your MiFinity account that clearly connects both documents.

Thank you for your understanding.

Best regards,

CryptoLeo Casino

Dear CryptoLeo Casino,

Thank you for your response and the information you have provided.

Dear mollybolly,

Could you please follow the casino's instructions and provide them with the documentation? Please let me know once you provide them with the documents.

I'll be awaiting your reply.

I used some help from AI hope you not mind. Seems like cryptoleo also is using this

Is crypto leo doing something extra or checking my documents. I am stuck and provided everything I could.

@casinoguru

Dear mollybolly,

Thank you for your response and the information you have provided. Could you kindly provide us with screenshots from your Mifinity account showing your personal details? Could you provide us with all the documents you have sent to the casino? You can send it to my email address [email protected].

I'll be awaiting your reply.

Send everything. It's getting really confusing now. Could you tell me why we switched for the person and when will crypto leo give a statement abou the vip manager nathan?

Dear mollybolly,

Thank you for your response and the information you have provided. What do you mean by switching the person?

I have checked the Mifinity Q&A and have found out that you should be able to request your card statement by:

1. Log into your account.
2. Navigate to your cards list.
3. Click "Verify" alongside the card you wish to verify.
4. Enter the 4-digit verification code obtained from your card statement and click on "Submit".

Please let me know if you have any problems with this procedure.

I'll be awaiting your reply.

I have checked the Mifinity Q&A and have found out that you can request your card statement by:

Log into your account.

Navigate to your cards list.

Click "Verify" alongside the card you wish to verify.

Enter the 4-digit verification code obtained from your card statement and click on "Submit".

I think this is something else just to verify the card.

I provided my statement all the screenshots from all the transactions. They have it on file and I emailed it to you and to cryptoleo.

Dear mollybolly,

I see, it appears that the card statement is not possible on Mifinity indeed. Could you please state which card the casino is referring to, ending in 0586? Is it a card from a different bank?

I'll be awaiting your reply.

0586 is the iban I made a withdraw to. Only yea i am not sure why it's required let them reset it and I withdraw to another bank.

You see how difficult they making it for me.

I provided all the documents I can provide. The card proof they have. Bank proof all I can give.

Dear mollybolly,

I apologise, I was confused the whole time that the casino is requesting a card statement, not a bank statement. We believe that you should be able to provide them with the bank statement, as they need to verify the ownership of an account where the funds are being sent. This bank statement needs to include your personal details and also the IBAN so the casino is sure they are sending the funds to you and no one else. Could you please provide the casino with the bank statement? You can also send it to my email address [email protected].

Thank you very much in advance for your cooperation.

They have everything and if you read before mifinity does not provide a official bank statement it's a virtual iban.

I forwarded everything.

Dear mollybolly,

I have checked the provided screenshots from your Mifinity account. Do I understand the situation correctly that you are trying to withdraw your funds to your Mifinity account and not to a traditional bank? The virtual IBAN matches the abovementioned 0586 ending. Apologies again for the earlier confusion; we have finally reached a mutual understanding.

Dear CryptoLeo Casino,

Did you manage to receive the documents provided by the player? As the Mifinity does not provide bank statements, these screenshots should be sufficient to prove that the account belongs to the player. Could you please comment on the situation?

I'll be awaiting your reply.

Can cryptoleo responds please.

Dear mollybolly,

Thank you for providing the documents!

Thank you for providing the requested documents. Upon review, we observed a significant number of "Account to Account" transfers, which refer to internal payments within the Mifinity system. Many of these transactions appear to be in the range of 500–1,500 EUR. Could you please clarify the nature and purpose of these regular transactions?

Best regards,

CryptoLeo Casino

You can see all on the screenshots. ( it is casino winnings and transfers to own wallets)

Tell me which transaction and I will provide info. I just using mifinity for gambling nothing else all my incoming payments are from casino winnings.

Could you please clarify why I have to show my incoming payments on a receiving iban?? I never deposited with Mifinity in your casino.

Also my balance was 500 before you did all this extra verification checked I start to gamble with it and won allot of money. Now I am being strong and not gambling with this money anymore. This is a tactic to keep you gambling if you ask me!

@casinoguru could you please tell me if you agree with this behavior. Why I need to see 3 months income for a receiving IBAN??

Dear CryptoLeo Casino,

Thank you for your response. Could you please inform us why you require such information from the player? As the ownership of the Mifinity account was already verified and the player used another payment method to deposit, we believe that the player should be paid to his Mifinity account if he passed the overall verification. I hope we can come to a mutual agreement.

I'll be awaiting your reply.

Dear mollybolly,

We require an explanation and supporting documentation regarding four transactions visible in the provided statement under the "Account to Account" field. These refer specifically to the transactions dated 20-05-2025, 29-05-2025, 31-05-2025, and 04-06-2025.

Kindly provide us with proof of these transactions.

Dear Stefan,

We have also sent you further information via email. Please review it at your earliest convenience.

Best regards,

CryptoLeo Casino

Dear CryptoLeo Casino,

Could you please respond to my question, why do you require such information from the player? The ownership of a Mifinity account, ID, proof of address, proof of payment, and the source of funds were already verified. As the player did not deposit from Mifinity, we do not see any reason why his transactions should be checked.

I'll be awaiting your reply.

Dear Stefan,

We have sent you a confirming response via email. We would also like to remind you that, in accordance with Point 7.4 of our Terms and Conditions, we are entitled to request verification for both deposit and withdrawal payment methods used on the casino account.

Dear mollybolly,

In addition to the clarification regarding the previously mentioned transactions, we kindly request that you provide us with your MiFinity statements for the months of March and April. These are necessary in order to complete the verification process. We are also awaiting clarification regarding the transactions noted in our earlier correspondence.

Should you have any further questions or require assistance, please do not hesitate to contact us.

Best regards,

CryptoLeo Casino

You already have this with all the screenshots from my mifinity account casino guru was in the CC with the emails.

I not understand why you keep asking the same thing over and over.

Dear mollybolly,

Based on the information provided in the email from the Casino, we will need you to provide us with the screenshots from Mifinity from March and April. We would also like you to explain the transactions that the casino requested of you.

Thank you very much for your cooperation.

I'll be awaiting your reply.

Dear mollybolly,

Thank you for your email. However, we haven't received any screenshots of transactions from March and April. Would it be possible to provide us with these transactions?

I'll be awaiting your reply.

I sent you my life time mifinity account. There is nothing more.

15 april opened.

Uploaded 3 screenshot they ask me to upload it and I can't do more.

I find it kind of criminal that you can withhold me from withdrawing and just burry in me all the paperwork.

Dear CryptoLeo Casino,

Did you manage to review the provided screenshots? The player created a Mifinity account on April 14th; therefore, it won't be possible to provide you with the statements from March and April. Would it be possible to finish the verification? The player supplied us with all the necessary information, confirming that these transfers occurred between internal accounts.

I'll be awaiting your reply.

Dear mollybolly,

Thank you for the provided screenshot regarding your Mifinity account creation date.

Please note that we have not received an adequate explanation regarding the 4 transactions mentioned earlier or any supporting proof of them. The transactions in question are:

• 20-05-2025 01:32:46 UTC;
• 29-05-2025 01:41:33 UTC;
• 31-05-2025 07:24:07 UTC;
• 04-06-2025 08:23:35 UTC;

Please upload the relevant proof via your verification tab, or forward it to our email at [email protected], and it will be sent to the dedicated team.

Thank you for your understanding.

Dear Stefan,

We have provided further information on this request via email. Please review it at your earliest convenience.

Best regards,

CryptoLeo Casino

Sent to guru and your support?

How long will it take?

This is so personal?? and not even made a deposit with this payment method???

20-05-2025 01:32:46 UTC; TRINKS BULLETZ

29-05-2025 01:41:33 UTC; 5gringos

31-05-2025 07:24:07 UTC; 5gringos

04-06-2025 08:23:35 UTC; TRINKS BULLETZ

See funding of mifinity request.

All connecting pictures are in the mail @stefan could you please ask to speed this up it been ages.

Dear mollybolly,

Thank you for providing the requested documents. They have been forwarded to the relevant team for review.

We will keep you informed of any updates as promptly as possible.

Best regards,

CryptoLeo Casino

Dear mollybolly,

Thank you for the provided information and your cooperation.

Dear CryptoLeo Casino,

Please let us know as soon as you have any news from the relevant team.

I'll be awaiting your reply.

Thank you. It's been to long

Dear mollybolly,

Could you please provide us with an official statement or documentation regarding the four transactions mentioned?

Thank you for your assistance.

Best regards,

CryptoLeo Casino

These are casino winnings? They not give any official documents.

I NEVER DEPOSITED WITH MIFINITY. 

Mifinity is used for gambling. So I used it for withdraws.

Profile page URL casino

All withdraws you mention with company name. 

ALL is there!! 

@stefan could you please help cancel my withdraw to this iban of minifty I not want it anymore it's impossible to verify my account like this. I highly doubt that cryptoleo gives offical bankstatment with casino winnings.

If that is through I will request one right now because I want to see what it looks like.

I not understand that for a bank where I withdraw money to they want to see all my income and outgoing transactions.

They will likely say no!! Could you help me please with this? casino guru this.

Also emailed to casino guru and cryptoleo support

Hello, Nathan!

Thank you for reaching out to us.

The dates of the transaction does not match the ones we have enquired for.

Should you have any additional concerns, please do not hesitate to contact us through email or chat (faster), as we remain committed to assisting you.

Kind regards,

Solana

Casino Support Team

What does this mean?

please be more clear.

Dear CryptoLeo Casino,

After reviewing the evidence provided by the player, we believe that the player should pass the verification process. The player has explained all incoming transactions to the Mifinity account, and therefore, we see no obstacles to releasing the winnings.

We hope we can reach a mutual agreement.

Hello Mollybolly and Stefan,

Thank you very much for your feedback regarding this case. Please be assured that we are still in the process of thoroughly reviewing the matter, and you will receive a detailed update at the earliest opportunity.

We truly appreciate your patience and understanding during this review period.

Best regards,

CryptoLeo Casino

Dear CryptoLeo Casino,

Thank you for your response.

Could you please elaborate more on what you are reviewing? The verification is already taking too long and needs to be finished as soon as possible.

I'll be awaiting your reply.

Seems like this casino is just doing nothing? All I have been through for a simple verification.

Please let me know Stefan what more can I do?

Dear mollybolly,

I understand this must be frustrating for you, but let's wait together for the casino's response. I am hopeful that the casino will inform us about the situation promptly.

Hello Mollybolly,

As outlined in our Terms and Conditions, by registering an account with us, you agree that the Company has the right to request identification documents and perform verification procedures at any time, particularly when processing withdrawals. These procedures include, among others, verifying proof of identity, proof of address, and proof of the payment methods used.

In the document recently provided as proof of transactions, the file was not sufficient for verification. The reason for rejection is that the document does not include essential details, such as the receiver’s name and the transaction ID. At present, it only displays a list of transactions but lacks the required level of specificity.

For verification purposes, a valid proof of transaction should include:

• The transaction amount
• The date and time of the transaction
• A confirmation or tracking number
• The payer and payee information
• The payment method or instrument used (e.g., bank transfer, card payment, etc.)
• In this case, the player is required to provide:
• A more detailed proof of transactions document with the above information clearly visible
• A Mifinity account statement for March and April

Once the necessary documents are submitted and reviewed successfully, the verification team will be able to proceed further with the withdrawal request.

Best regards,

CryptoLeo Casino

Stefan this is asking everything all over. It looks like they are reading nothing of my documents.

It's just AI generated responds. It's like I provided nothing.

I will ask again for 5gringos.

I would like to request my deposit history with cryptoleo

" The transaction amount

The date and time of the transaction

A confirmation or tracking number

The payer and payee information"

So we can see the example how it should looks like.

Dear mollybolly,

I hope this message finds you well.

I would like to kindly follow up and ask whether you have received the additional documents from 5Gringos Casino as previously requested.

Dear CryptoLeo Casino,

Could you please confirm whether the document recently requested from the player is the final requirement for the completion of the verification process? This procedure has already taken a considerable amount of time, and we kindly urge you to bring it to a conclusion as soon as possible.

We would appreciate your cooperation in resolving this matter promptly and efficiently.

I look forward to your response.

Dear mollybolly,

Please be informed that all submitted documents undergo a thorough review by our dedicated verification team. As not all the required documentation has been received yet, the verification process remains ongoing.

To proceed further, we kindly request official proof for each of the four transactions referenced. This should be in the form of official documentation. Please ensure these documents clearly show the required transactions.

We appreciate your cooperation and look forward to receiving the necessary documentation to complete the verification.

Dear Stefan,

We have sent additional information to you via email for your review.

Best regards,

CryptoLeo Casino

Dear mollybolly,

I hope you are well.

Have you received any additional documentation from 5Gringos Casino confirming the receipt of the funds?

I look forward to your response.

Dear mollybolly,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Stefan
Casino.Guru

We’ve reopened this complaint at the request of mollybolly. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear mollybolly,

I hope you are well.

Have you received any additional documentation from 5Gringos Casino confirming the receipt of the funds?

I look forward to your response.

Dear mollybolly,

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.

Hi Thank you for opening this account again.

NO they haven't replied. I also requested the same documents from cryptoleo

They never replied they are requesting documents I will follow up now.

Need proof of my winnings.

Chat started

Luna joined the chat

Luna

Hello! Welcome to Customer Support Service!

My name is Luna and I will be assisting you today.

Hello I need proof of my winnings.

Luna

Would you mind holding on for a few minutes while I am checking this?

Would you mind explaining what you mean by that?

yes

I need proof of my winnigns

Luna

I'm really sorry but i cant understand your request can you please clarify what do you mean by that.

I need to have proof of my winnings

I won at your casino

now I nee documented proof

Luna

Did you win at the winning was not add at your account. Did i understand right?

29-05-2025 01:41:33 UTC; 5gringos

31-05-2025 07:24:07 UTC; 5gringos

yes these were my payments

I need a offical proof or statement

Luna

Thank you for informing us about this. To check further regarding the missing winnings, our team requires the following details:

- Name of the Game

- Game Provider

- Your balance before the bet

- Time of the bet

- Bet amount

- Win amount

- Bet ID

You can check your gaming activity from your profile under the history section.

I need a official statement

Luna

Do you please want to know about the deposits that you had made on your account?

withgdraw

the amount that 5gringos paid me

Luna

Thanks for clarifying. We are sorry for the inconvenience! Kindly be informed that to be able to have this information you need to contact us via email. [email protected]

I already did

they never reply

you want the ticket numer?

Number

I am sending a video to casino guru and crypto leo as proof.

" A more detailed proof of transactions document with the above information clearly visible

A Mifinity account statement for March and April"

They already have this I am not sure why they are asking this again.

and again why I need show proof of my bank statement where I not even deposited with.

Dear mollybolly,

Thank you for your response.

It’s normal and legitimate for a casino to request proof of ownership for a bank account you haven’t previously used for deposits — it’s part of their legal due diligence and player protection procedures.

Do you have any news regarding the withdrawal documentation from 5Gringos?

I look forward to your response.

Dear Stefan and CryptoLeo Casino,

I have requested the same documents from CryptoLeo as they are demanding from me, including proof of my winnings, deposits, and GDPR-compliant bet history. However, they have never provided me with any of this information. Why do they place such heavy emphasis on these documents from me when they don't even provide them themselves? It feels hypocritical and like an excuse to delay my withdrawal further.

Also, I am disappointed in Casino Guru for seeming to side with CryptoLeo in this matter. I expected more neutral support in resolving this fairly.

A question for Stefan: Shall I make another complaint on Casino Guru against 5Gringos for not giving me an official statement or documentation on my transactions, despite multiple requests?

Thank you.

Dear mollybolly,

I am sorry to hear that you feel this way. Please rest assured that we are striving to remain as objective as possible, and we are certainly not taking sides in this matter. Our goal is to ensure a fair and transparent resolution for all parties involved.

We are still awaiting the documentation from your side. You previously mentioned that you would provide us with a video and a more detailed proof of transactions document; however, we have not yet received either of these.

Could you please send the requested materials to my email address at [email protected] so that we can continue our investigation?

Regarding your question about 5Gringos, there is no need to submit a new complaint at this stage. The casino has requested complete documentation of the files, but it appears that only part of the required information has been provided so far.

Thank you for your continued cooperation. I look forward to your response.

emailed it to both this should be enough. Open my account please.

Dear CryptoLeo Casino,

May we kindly ask whether you have received an email from the player? If so, could you please provide us with a statement here? We look forward to your response.

Dear mollybolly,

Could you please clarify the €700 transaction recorded on your Mifinity account on 31-05-2025 at 08:24? We have not found any evidence indicating that this payment originated from the casino. We look forward to your response.

Could you highlight which transaction and number

Internal account transfer

Dear CryptoLeo Casino representative and Stefan,

The €700 transaction on 31-05-2025 at 08:24 (and all the other "Account to Account" transfers you keep questioning) are internal transfers between my own MiFinity eWallets (from my e-Commerce wallet to my Gaming wallet and vice-versa).

I have already provided the official MiFinity email (see the screenshot I just uploaded again and that I sent weeks ago) that clearly shows:

Amount: EUR 700.00

From: e-Commerce eWallet EUR 5001000014192684

To: Gaming eWallet EUR 5001000014396582

Transaction Reference: 0279-1d3-6183-4849-b9a7-703532e82c85

This is 100 % an internal movement of my own money inside the same MiFinity account – exactly the same way someone moves money from a savings to a current account in a normal bank.

It has nothing to do with CryptoLeo and I never deposited with MiFinity to your casino in the first place.

I have now provided:

Full MiFinity transaction history (PDF + screenshots)

MiFinity’s own confirmation that they do not issue traditional bank statements

Proof that the receiving IBAN ending 0586 belongs to me

Explanation and proof of every single incoming transaction (all casino winnings from other licensed casinos)

Proof that the MiFinity account was only opened on 15 April 2025 (so March/April statements literally do not exist)

We are now 4+ months into this withdrawal request.

Every time I provide exactly what is asked for, a new demand appears the next day. This is no longer legitimate AML/KYC – this is deliberate stalling and it is forcing players to either give up or gamble the balance away (which is exactly what happened to part of my original winnings while waiting).

CryptoLeo still refuses to:

Provide me with the same "official statements" they demand from other casinos (I asked you and 5Gringos for them – zero response).

Allow me to simply change or remove the MiFinity withdrawal method and pay me to a different verified method (crypto wallet, another bank, etc.).

Give any realistic timeframe.

Stefan, I respectfully ask Casino Guru to stop extending timers and accepting endless new document requests.

The ownership of the withdrawal method has been proven multiple times. There is no legal basis left to withhold 1900 ETH any longer.

Enough is enough. Please either process the withdrawal immediately or allow me to change the withdrawal method so I can finally receive my legitimate winnings.

Thank you.

Dear mollybolly,

We would like to inform you that the case has been thoroughly reviewed once again, considering all documentation provided up to this point, to ensure there are no misunderstandings.

To comply with strict AML regulations, additional verification is required. Please provide a fully detailed original (genuine) transaction statement in PDF format for the payment method used to top up your Luxon Pay wallet. This statement must include all transaction activity - both deposits and withdrawals.

Furthermore, the statement should display the complete transaction history, covering the period from April through November.

Thank you for your understanding.

Best regards,

CryptoLeo Casino

Dear CryptoLeo Casino,

Thank you for your update.

Could you please clarify why the Luxon Pay statement is required in this case? Understanding the specific purpose of this request will help us better communicate the necessity of this document to the player and ensure full cooperation moving forward.

We appreciate your assistance and look forward to your explanation.

Hello!

Since the deposits made to the casino were completed via Luxon Pay, it is necessary to determine how that specific account was funded, as no supporting documentation has been provided to confirm the source of the incoming funds.​

This documentation is required to comply with strict AML procedures and ensure that all funds deposited on our platform originate from legitimate sources.

Best regards,

CryptoLeo Casino

Dear Mollybolly,

Could you please provide the casino with the requested documentation? Specifically, they require a fully detailed, original transaction statement in PDF format for the payment method used to fund your Luxon Pay wallet. The statement must include all transaction activity—both deposits and withdrawals—and cover the period from April through November.

This information is needed to comply with strict AML procedures and to verify the source of the funds deposited on their platform.

Thank you in advance for your cooperation.

I look forward to your response.