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Leon - Formal complaint and refund request - failure to meet deadlines and service failure

In progress

Eliane lodged a complaint

March 9th, 2026

To the Leon Bet Customer Service Team,

I hereby submit a formal complaint regarding the process of withdrawing funds from my account and demand a refund of the €4,000 owed to me.

On the 8th I requested the withdrawal of €4,000, which I had legitimately earned on your platform. Your contractual promise and the information provided at the time of the request guaranteed that the deposit would be made within a maximum of 1 to 12 hours.

This deadline has been exceeded by far without any valid justification or contact from your support. This undue retention and the failure to process the payment forced a situation of instability, where the balance remained available for play instead of being transferred, in violation of good responsible gaming practices and your own terms of service.

I consider that the loss of the amount was a direct consequence of your operational failure. If the payment had been processed within 1 to 12 hours, as promised, the amount would have been in my possession and not available in the system.

I therefore demand a full refund of the €4,000, since the original fault was Leon Bet's failure to meet the withdrawal deadline.

I inform you that, in the absence of a favorable and speedy resolution, I will proceed with formal complaints to the gambling regulatory authorities (including SRIJ in Portugal), consumer protection portals and online gambling dispute mediation bodies (such as AskGamblers and CasinoGuru).

I look forward to receiving confirmation of the refund.

Thank you

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Leon - Reclamação formal e pedido de reembolso – incumprimento de prazo e falha de serviço

Em tratamento

Eliane apresentou a reclamação

9 de março 2026

À Equipa de Apoio ao Cliente da Leon Bet,

​Venho por este meio apresentar uma reclamação formal relativa ao processo de levantamento de fundos da minha conta e exigir a reposição do valor de 4.000 € que me é devido.

​No passado dia 8 solicitei o levantamento de 4.000 €, montante este ganho de forma legítima na vossa plataforma. A vossa promessa contratual e a informação prestada no ato do pedido garantiam que o depósito seria efetuado num prazo máximo de 1h a 12h.

​O referido prazo foi largamente ultrapassado sem qualquer justificação válida ou contacto por parte do vosso suporte. Esta retenção indevida e a falha no processamento do pagamento forçaram uma situação de instabilidade, onde o saldo permaneceu disponível para jogo em vez de ser transferido, violando as boas práticas de jogo responsável e os vossos próprios termos de serviço.

​Considero que a perda do montante foi uma consequência direta da vossa falha operacional. Caso o pagamento tivesse sido processado no prazo de 1h a 12h , como prometido, o valor estaria na minha posse e não disponível no sistema.

​Pelo exposto, exijo o reembolso total dos 4.000 €, uma vez que a falha original partiu da Leon Bet ao não cumprir o prazo de levantamento estabelecido.

​Informo que, na ausência de uma resolução favorável e célere, avançarei com queixas formais junto das autoridades reguladoras de jogo (incluindo o SRIJ em Portugal), portais de defesa do consumidor e instâncias de mediação de conflitos de jogo online (como o AskGamblers e CasinoGuru).

​Fico a aguardar a confirmação do reembolso.

Obrigado

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Stay safe.

Dear Elianefr_123,

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

Dear Karla, thank you for your reply, but this is no ordinary processing delay.

I have concrete evidence (which I attach again) that Leon Bet support explicitly instructed me to cancel my €4,000 withdrawal to 'avoid verification', suggesting that I make smaller requests.

By following this direct instruction from the casino, my balance was kept available for play instead of being protected or processed, which violates Responsible Gaming regulations. The casino is now using the fact that I followed their instruction (to cancel) to deny any responsibility.

I ask you to analyze the attached printout where the assistant gives me this cancellation order. It is not a question of 14 days' patience, but of a serious breach of conduct by the staff which has led to the loss of the amount. I request your urgent intervention in the face of this evidence of malpractice.

Cara Karla, agradeço a resposta, mas este caso não se trata de um atraso comum de processamento.

​Tenho provas concretas (que anexo novamente) de que o suporte da Leon Bet me instruiu explicitamente a cancelar o meu levantamento de 4.000 € para 'evitar verificações', sugerindo que fizesse pedidos menores.

​Ao seguir esta instrução direta do casino, o meu saldo foi mantido disponível para jogo em vez de ser protegido ou processado, o que viola as normas de Jogo Responsável. O casino está agora a usar o facto de eu ter seguido a instrução deles (cancelar) para recusar qualquer responsabilidade.

​Peço que analisem o print em anexo onde o assistente me dá esta ordem de cancelamento. Não é uma questão de paciência de 14 dias, mas sim de uma falha grave de conduta do staff que levou à perda do montante. Solicito a vossa intervenção urgente perante esta evidência de má prática.

Dear Karla, thank you for your reply, but I would like to emphasize that this case is not an ordinary delay, but a serious breach of conduct and Responsible Gaming on the part of Leon Bet.

Inducement to error: Leon Bet support explicitly instructed me to cancel the €4,000 withdrawal (see attached screenshot) to 'avoid verification', keeping the balance available for play instead of protecting it.

Selective verification: I am a frequent customer of this casino and have never been asked to verify my account before. It is extremely suspicious that such a request only came after this problem with a large amount, being used as a pretext for the initial delay.

Failure of Protection: I followed a direct instruction from the casino staff. By inducing the cancellation, they failed in their duty to protect the player.

Cara Karla, agradeço a resposta, mas gostaria de reforçar que este caso não é um atraso comum, mas sim uma falha grave de conduta e de Jogo Responsável por parte da Leon Bet.

​Indução ao erro: O suporte da Leon Bet instruiu-me explicitamente a cancelar o levantamento de 4.000 € (veja o print em anexo) para 'evitar verificações', mantendo o saldo disponível para jogo em vez de o proteger.

​Verificação seletiva: Sou cliente frequente deste casino e nunca me foi solicitada qualquer verificação de conta anteriormente. É extremamente suspeito que tal pedido tenha surgido apenas após este problema com um valor elevado, sendo usado como pretexto para o atraso inicial.

​Falha de Proteção: Segui uma instrução direta do staff do casino. Ao induzirem o cancelamento, falharam no dever de proteção ao jogador.

I found evidence that this is a common practice by Leon Bet, as this other public complaint shows. The pattern of behavior is identical to my case.

Encontrei evidências de que esta é uma prática comum da Leon Bet, como mostra esta outra reclamação pública. O padrão de comportamento é idêntico ao meu caso.

I'm still waiting for answers

Ainda aguardo respostas

Response from Leon casino support, in addition to admitting to being a non-legalized bookmaker in Portugal, they blame customers for being complicit in such action by accepting the terms and conditions.

Resposta do suporte da Leon casino,além de admitirem ser uma casa de Aposta não legalizada em Portugal,responsabilizam os clientes de serem os cumplice de tal ação por aceitarem os termos e condições.

I'm still waiting for an answer

Ainda aguardo resposta

Dear Elianefr_123,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

The updates remain the same and even when I tried to contact them the replies were unprofessional

As actualizações se mantêm o mesmo e mesmo tentando contactar as respostas foram pouco profissionais

Dear Elianefr_123, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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

Karla

Dear Karla,

Thank you for following up. Please be advised that I have just sent all the detailed evidence, screenshots and the answers to your questions to your personal email ( karla.m@casino.guru).

The email contains my deposit history, proof of VIP Bronze 3 level, account validation status and, most importantly, evidence of the chat where support instructed me to cancel the withdrawal.

I look forward to your analysis. Thank you very much.

Cara Karla,

​Agradeço o acompanhamento. Informo que acabei de enviar todas as provas detalhadas, capturas de ecrã e as respostas às suas questões para o seu e-mail pessoal (karla.m@casino.guru).

​O e-mail contém o meu histórico de depósitos, prova do nível VIP Bronze 3, o estado de validação da conta e, principalmente, a evidência do chat onde o suporte me instruiu a cancelar o levantamento.

​Fico a aguardar a sua análise. Muito obrigada.

Dear Elianefr_123,

Thank you for providing the screenshots and detailed explanation.

I understand your concern, especially regarding the communication from the support agent. However, after reviewing the evidence, I can see that the agent suggested requesting smaller withdrawals and explained how to cancel the withdrawal, but did not explicitly instruct you to cancel it as a guaranteed or risk-free solution.

Once a withdrawal is canceled, the balance becomes available for gameplay again, and any further activity is considered the player’s decision. Unfortunately, we are unable to hold the casino responsible for losses that occurred after the withdrawal was canceled.

I agree that the communication from support was not ideal and could have been clearer, but based on the available evidence, there is insufficient justification for us to request a refund of the lost funds.

Thank you for your understanding.

Karla