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Subject: Account blocked without chance to reverify — €8,498.29 frozen

Dear CasinoGuru team,

I am submitting a complaint regarding Leon Casino, where my account was blocked after I attempted identity verification. The casino accused me of submitting fake documents, but I was not given the opportunity to resubmit my passport photos or clarify the situation.

I registered under my real name, have never created multiple accounts, and have not used any third-party payment methods. I contacted Leon support politely asking for a chance to complete the verification process again, including submitting proper passport photos, selfie with ID, proof of address, or video verification.

My account balance of €8,498.29 remains frozen, and I believe this blocking is unfair and violates my player rights.

Account details: 

- Full Name: Martin N.

- Email: [hidden by Casino Guru] 

- Account ID: 76474577 

- Casino: Leon Casino (via https://leon94.com/casino) 

- Country: Portugal

I kindly ask CasinoGuru to assist me in resolving this matter and help restore access to my account and funds.

Thank you for your support.

Martin N.

Dear martinnovak26199481,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To assist you effectively, I would appreciate it if you could provide some additional information. Could you please clarify the following:

• Did you submit your real identity documents to the casino for verification, containing your real personal information?
• Did you receive any communication from Leon Casino detailing why your documents were deemed fake?
• Do you have any correspondence with Leon Casino regarding your account status and verification?

Your cooperation in providing these details will help us investigate and work towards a resolution. Please forward me all the communication between you and the casino customer support regarding the verification of your account at veronika.f@casino.guru. Kindly include the documents you sent to the casino for verification as well.

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

Best regards,

Veronika

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

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

Stay cautious, and if you have any doubts, please reach out to us directly.

Yes, I initially tried to provide genuine documents containing my real personal data. However, it seems that they were rejected automatically or erroneously, without any possibility to correct the situation.

No, I did not receive any detailed explanation from Leon Casino about why my documents were found to be fake. I just received a notification about the account being blocked without any specific reasons or errors.

Yes, I contacted Leon Casino support and asked to give me the opportunity to re-verify, provide new, better quality copies of my passport, a selfie with a document or undergo video verification. However, I was not given such an opportunity, and my account remained blocked.

Да, я изначально пытался предоставить подлинные документы, содержащие мои настоящие личные данные. Однако, по всей видимости, они были отклонены автоматически или ошибочно, без возможности исправить ситуацию.

Нет, я не получил никакого подробного объяснения от Leon Casino о том, по какой причине мои документы были признаны поддельными. Мне просто пришло уведомление о блокировке аккаунта без указания конкретных причин или ошибок.

Да, я обращался в поддержку Leon Casino и просил дать мне возможность повторно пройти верификацию, предоставить новые, более качественные копии паспорта, селфи с документом или пройти видеоверификацию. Однако мне не дали такой возможности, и мой аккаунт остался заблокирован.

Thank you for your emails. After a thorough review of your case, we must agree with the casino’s decision to permanently close your account.

The driver’s license you provided is definitely falsified. Submitting counterfeit documents is a serious violation of the casino’s Terms and Conditions and may also be considered a criminal offense. It is the player’s responsibility to provide only valid and authentic documents issued by official institutions. Any attempt to submit forged or altered documentation is not tolerated.

Due to these findings, your complaint will now be rejected. Additionally, we do not provide services to users who use fake documents, and your account on our website will therefore be permanently closed.

We strongly advise against the use of any questionable documents in the future.

Thank you for your understanding.

Best regards,

Veronika

Casino.Guru Team