Leon Casino - Pelaajan tilille on asetettu rajoituksia.

Subject: Request for Review of the Decision and Specific Rationale – LEON Account

Dear Sirs,

I received an email informing me that my account has been restricted due to an alleged violation of clauses 7.1, 7.2, and 7.5 of LEON’s Terms and Conditions.

I was surprised by this decision, as I cooperated fully with all requests made by LEON throughout the verification process.

I submitted all the requested documents, including:

Official identification document;

A verification photo in accordance with the instructions provided;

Original bank statement in PDF format;

Proof of deposits made;

Other information requested by the Security Department.

All of these documents were submitted within the established deadlines, and I always responded promptly to requests from the security team.

I would also like to highlight some relevant facts:

I made deposits totaling R$ 700.00 into my account.

Before any restrictions were imposed, I requested a withdrawal of R$ 200.00, which was processed and paid out normally by LEON.

Subsequently, I continued to use the platform as usual, and after placing my bets, my balance reached approximately R$ 8,786.00.

When I requested a larger withdrawal, a verification process began, during which I provided all the requested documentation.

After completing all verification steps, my withdrawal was canceled, and I later received a notice informing me that my account had been closed.

Despite this, the email I received merely repeats general clauses from the Terms and Conditions, without specifying what specific misconduct I allegedly committed.

For this reason, I respectfully request clarification on the following points:

What specific conduct on my part was considered a violation of the Terms and Conditions?

On what date did this alleged violation occur?

Which bets, transactions, or activities led to this conclusion?

What objective evidence supported the decision to classify my account as involved in fraud?

Were there any inconsistencies in my documentation or identity verification? If so, please specify which ones.

I would like to state that all bets placed on casino games and esports through my account were made exclusively by me.

I used only my own financial resources, my own documentation, and my own devices throughout my use of the platform.

I have never used forged documents, third-party accounts, third-party cards, multiple accounts, manipulated sports events, colluded with other players, or engaged in any other activity prohibited by LEON’s Terms and Conditions.

For this reason, I believe it is important to understand the specific facts that led to this decision, since, to date, only generic clauses of the regulations have been cited, without any individualized description of the alleged violation.

If the decision is upheld, I kindly request that a specific rationale be provided, detailing the facts that supported this conclusion, and that all records related to the investigation of my account (including login history, device logs, betting history, and financial transactions), so that I may fully understand the grounds for the decision and exercise my right to contest it through the appropriate channels.

Thank you in advance for your attention, and I look forward to receiving a detailed explanation.

Sincerely,

Fernando ****

Assunto: Solicitação de revisão da decisão e fundamentação específica – Conta LEON

Prezados,

Recebi o e-mail informando que minha conta foi restringida por suposta violação das cláusulas 7.1, 7.2 e 7.5 dos Termos e Condições da LEON.

Recebi essa decisão com surpresa, pois durante todo o processo de verificação cooperei integralmente com todas as solicitações feitas pela LEON.

Enviei todos os documentos solicitados, incluindo:

Documento oficial de identificação;

Foto de verificação conforme as instruções recebidas;

Extrato bancário original em PDF;

Comprovantes dos depósitos realizados;

Demais informações solicitadas pelo Departamento de Segurança.

Todos esses documentos foram enviados dentro dos prazos estabelecidos e sempre respondi prontamente às solicitações da equipe de segurança.

Gostaria também de destacar alguns fatos relevantes:

Realizei depósitos que totalizaram R$ 700,00 em minha conta.

Antes de qualquer restrição, solicitei um saque de R$ 200,00, que foi processado e pago normalmente pela LEON.

Posteriormente continuei utilizando a plataforma normalmente e, após minhas apostas, meu saldo atingiu aproximadamente R$ 8.786,00.

Quando solicitei um saque de maior valor, iniciou-se um processo de verificação, durante o qual forneci toda a documentação solicitada.

Após concluir todas as etapas da verificação, meu saque foi cancelado e posteriormente recebi a comunicação informando o encerramento da conta.

Apesar disso, o e-mail recebido apenas reproduz cláusulas gerais dos Termos e Condições, sem indicar qual conduta específica teria sido praticada por mim.

Por esse motivo, solicito respeitosamente que sejam esclarecidos os seguintes pontos:

Qual conduta específica praticada por mim foi considerada uma violação dos Termos e Condições?

Em qual data essa suposta violação ocorreu?

Quais apostas, transações ou atividades motivaram essa conclusão?

Quais evidências objetivas fundamentaram a decisão de classificar minha conta como envolvida em fraude?

Houve alguma inconsistência em minha documentação ou na verificação de identidade? Em caso afirmativo, solicito que seja indicada especificamente qual.

Gostaria de registrar que todas as apostas em cassinos e esportes eletrônicos, realizadas em minha conta foram efetuadas exclusivamente por mim.

Utilizei apenas meus próprios recursos financeiros, minha própria documentação e meus próprios dispositivos durante toda a utilização da plataforma.

Jamais utilizei documentos falsificados, contas de terceiros, cartões de terceiros, múltiplas contas, manipulação de eventos esportivos, conluio entre jogadores ou qualquer outro procedimento proibido pelos Termos e Condições da LEON.

Por esse motivo, considero importante compreender quais fatos concretos motivaram essa decisão, uma vez que até o presente momento apenas foram citadas cláusulas genéricas do regulamento, sem qualquer descrição individualizada da suposta infração.

Caso a decisão seja mantida, solicito, por gentileza, que seja fornecida uma fundamentação específica contendo os fatos que embasaram essa conclusão e que sejam preservados todos os registros relacionados à investigação da minha conta (incluindo histórico de acessos, registros de dispositivos, histórico de apostas e movimentações financeiras), para que eu possa compreender integralmente os fundamentos da decisão e exercer meu direito de contestação pelos meios cabíveis.

Agradeço antecipadamente pela atenção e aguardo um esclarecimento detalhado.

Atenciosamente,

Fernando ****

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

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?
• 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?

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

Hi, Tomas.

Thank you for your reply.

Here is the information you requested:

1. Could you tell me how long you were a player at the casino and when exactly your account was blocked?

I registered on July 28, and my account was restricted on August 3, when I received an email from LEON stating that it would be closed due to an alleged violation of the Terms and Conditions.

2. How did you find out that your account had been blocked?

First, I received an email stating that my account had been restricted and that only the amount corresponding to my deposits would be refunded, while my winnings would be withheld.

Later, when I logged into my account, I saw that my balance of approximately R$ 8,786.00 had been reduced to about R$ 465.00—the amount corresponding to the partial refund of my deposits, as stated by LEON. Later, I also found that the account had been blocked.

3. In which games did you accumulate your balance?

My balance was accumulated through casino games and electronic games.

4. Did you reach your current balance with the help of a bonus?

No. I have never used bonuses, free spins, or any promotions. The entire balance was obtained from my own deposits and my bets

.

I’d like to add that throughout the verification process, I submitted all the documents requested by LEON, including my ID, a verification selfie, a PDF of my bank statement, and proof of deposits.

What concerns me most is that LEON only cited general clauses regarding fraud but never specified what specific conduct was attributed to my account nor presented any evidence to justify the withholding of my winnings.

Thank you for your attention, and I remain available to provide any additional information.

Sincerely,

Fernando *****

Olá, Tomas.

Obrigado pela sua resposta.

Segue as informações solicitadas:

1. Poderia informar por quanto tempo você foi jogador no cassino e quando exatamente sua conta foi bloqueada?

Me cadastro foi feito no dia 28/07 e Minha conta foi restringida em 03/08, quando recebi um e-mail da LEON informando que ela seria encerrada por suposta violação dos Termos e Condições.

2. Como você ficou sabendo que sua conta havia sido bloqueada?

Primeiramente recebi um e-mail informando que minha conta havia sido restringida e que apenas o valor correspondente aos meus depósitos seria devolvido, enquanto meus ganhos seriam retidos.

Posteriormente, ao acessar minha conta, verifiquei que meu saldo de aproximadamente R$ 8.786,00 havia sido reduzido para cerca de R$ 465,00, valor correspondente ao reembolso parcial dos meus depósitos, conforme informado pela LEON. Mais tarde, também constatei que a conta havia sido bloqueada.

3. Em que jogos você acumulou seu saldo?

Meu saldo foi acumulado em jogos de cassino e jogos eletrônicos.

4. Você alcançou seu saldo atual com a ajuda de um bônus?

Não. Nunca utilizei bônus, rodadas grátis ou qualquer promoção. Todo o saldo foi obtido a partir dos meus próprios depósitos e das minhas apostas

.

Gostaria de acrescentar que durante todo o processo de verificação enviei todos os documentos solicitados pela LEON, incluindo documento de identidade, selfie de verificação, extrato bancário em PDF e comprovantes de depósitos.

O que mais me preocupa é que a LEON apenas citou cláusulas gerais sobre fraude, mas nunca informou qual conduta específica teria sido atribuída à minha conta nem apresentou qualquer evidência que justificasse a retenção dos meus ganhos.

Agradeço pela atenção e permaneço à disposição para fornecer qualquer informação adicional.

Atenciosamente,

Fernando *****

Dear nandocantorsc52,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello nandocantorsc52,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

I would like to invite Leon Casino to join the conversation.

Dear Leon Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru for a independent review.

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello, michal.k@casino.guru

Thank you for taking my complaint seriously and for contacting LEON.

I just wanted to confirm that I am monitoring the progress of the case and remain fully available should any additional information or documents be needed from me.

I also appreciate you asking LEON for the evidence supporting the allegation of a violation of the terms. This is an important point for me, as so far I have only received a reference to the general provisions of the Terms and Conditions, with no indication of the specific conduct that allegedly led to the decision.

I will await LEON’s response and am available to assist with the review.

Sincerely,

Fernando

Olá, michal.k@casino.guru

Agradeço por assumir minha reclamação e por entrar em contato com a LEON.

Apenas gostaria de confirmar que estou acompanhando o andamento do caso e permaneço totalmente à disposição caso sejam necessárias informações ou documentos adicionais da minha parte.

Agradeço também por solicitar à LEON as evidências que fundamentam a alegação de violação dos termos. Para mim, esse é um ponto importante, pois até o momento recebi apenas uma referência às cláusulas gerais dos Termos e Condições, sem indicação da conduta específica que teria motivado a decisão.

Permanecerei aguardando a resposta da LEON e estou à disposição para colaborar com a análise.

Atenciosamente,

Fernando

Hi, Michal.

Thank you for continuing to follow up on my complaint.

I understand that LEON has been given an extension to respond. I just wanted to note that I remain fully available to provide any additional information or documentation that might assist in the investigation.

My concern is that, if LEON does not respond, the complaint will be closed without it being possible to clarify the allegation of fraud that was made against my account and without me being able to understand what specific facts formed the basis for the withholding of my earnings.

I hope that LEON will participate in the mediation and present the evidence that supported its decision, so that the case can be reviewed fairly and independently.

Thank you for your attention.

Olá, Michal.

Agradeço por continuar acompanhando minha reclamação.

Entendo que a LEON recebeu um novo prazo para responder. Apenas gostaria de registrar que continuo totalmente à disposição para fornecer qualquer informação ou documentação adicional que possa ajudar na análise.

Minha preocupação é que, caso a LEON não se manifeste, a reclamação seja encerrada sem que seja possível esclarecer a acusação de fraude que foi apresentada contra minha conta e sem que eu consiga compreender quais fatos concretos fundamentaram a retenção dos meus ganhos.

Espero que a LEON participe da mediação e apresente os elementos que fundamentaram sua decisão, para que o caso possa ser analisado de maneira justa e independente.

Obrigado pela atenção.

Dear nandocantorsc52,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, as per the casinos T&Cs section 11. Complaints and disputes I recommend you contact eCOGRA – an alternative dispute resolution service (https://ecogra.org/alternative-dispute-resolution/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Anjouan Gaming Authority itself.

To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. I strongly recommend to file your complaint in English language as this is generally the main language used within the industry and any other languages might not be supported. You might find our article How to submit a complaint to a regulator | Casino Guru usefull.

Please let me know how the ADR responded at michal.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru