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Subject: Complaint Regarding Account Closure and Unpaid Winnings

Dear Casino Guru Team,

I am writing to seek assistance regarding a dispute with Leon Casino concerning unpaid winnings and the closure of my account.

Background

On 6 May, I accumulated winnings of approximately AUD $10,000 through a combination of sports betting and casino games, including roulette. Earlier that same day, I successfully withdrew approximately AUD $1,500, which was processed and received in my bank account without issue.

However, when I attempted to withdraw the remaining balance of around AUD $10,000, my withdrawal was not approved.

Verification Process

Following my withdrawal request, Leon Casino asked me to complete additional verification procedures. I fully cooperated and provided all requested documentation, including:

Identity verification documents.

Additional account verification information.

A photograph of myself holding a piece of paper displaying "Leon" and the current date, as requested.

I completed every verification request promptly and in good faith.

Account Closure

After completing the requested verification steps, I received the following email from Leon Casino:

"In accordance with the decision of the security department, your account is locked.

We realize that this may cause inconvenience and we thank you for your understanding. The decisions made by our security department are based on the safety and security of all our users and the system. It is not subject to change.

Since receiving this message, I have been unable to access my account or withdraw my winnings.

Lack of Clear Explanation

Over the following weeks, I repeatedly contacted Leon Casino seeking clarification regarding the closure of my account and the status of my funds.

Unfortunately, I was never provided with a clear or consistent explanation. Different reasons were mentioned during my communications, including:

Alleged fraud concerns.

Claims that I had withdrawn more money than I had deposited.

These explanations were confusing and did not make sense in the context of my account activity. I have not been provided with any evidence or detailed explanation to support these claims.

Evidence

I have supporting evidence available, including:

Screenshots showing my winnings.

A screenshot showing my name listed among the casino’s top winners along with the amount won.

Records of the verification documents I submitted.

Email correspondence regarding the account closure.

Requested Resolution

I respectfully request Casino Guru’s assistance in reviewing this matter and helping me obtain a clear explanation from Leon Casino regarding:

Why my winnings have not been paid.

The current status of the funds remaining in my account.

I believe I complied with all verification requirements and acted in accordance with the casino’s procedures. I am therefore seeking a fair resolution and payment of my legitimate winnings.

Thank you for your time and assistance.

Kind regards,

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Stay safe.

Hello,

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

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• 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 issue? Send emails or chat transcripts to my email at tomas@casino.guru, 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