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On a lucky night on 5/05/2026 I made 3 withdrawals totaling 700 euros, in which I made 3 withdrawals, only one of which fell into the account, i.e. only 300 euros went into my account, the other two withdrawals were unsuccessful.

ID: of transitions that didn't take place:

id 44649877 of 100 euros that was missing

id 441649693 or id 441649506 of 300 euros, only 1 of which was made. I'm going to send you the photos showing that the withdrawals were supposedly processed and a photo of my bank statement from last month, in which only one withdrawal of 300 euros was successful, the other 2 have been successful for a month and 5 days and nothing!

Numa noite de sorte no dia 5/05/2026 fiz 3 levantamentos que totalizavam 700 euros , na qual fiz 3 levantamentos, ao qual apenas um caiu na conta ou seja apenas 300 euros foram para a minha conta, os outros dois levantamentos não foram bem sucedidos.

ID: de transições que não se realizaram:

id 44649877 de 100 euros que ficou em falta

id 441649693 ou id 441649506 de 300 euros que apenas 1 deste foi realizado vou mandar as fotos em que comprovo que supostamente o levantamentos foram processados e a foto do meu extrato bancário do mês passado em que apenas um levantamento de 300 euros foi bem sucedido os outros 2 já passa um mês e 5 dias e nada !

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you contacted the casino customer support to ask about the two withdrawals that you have not yet received? If so, what response did you receive?
• Have you used the same payment method for all three of your withdrawal requests?
• What types of games did you play to accumulate your winnings of €700?
• Did you accumulate these winnings with or without a bonus?

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

Dear franciscodias06,

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.

I keep asking for support and they repeatedly ask me for my bank statement but nothing happens, for example today is another day that the same thing happens.

Send photos of the withdrawals from April 5, 2026 and the statement that coincides with the 2 months to prove that this balance never fell.

And answering your questions, it wasn't the bonus balance, I deposited 200 to play pragmatic black jack live and it was always the same method, both withdrawing to the card by bank transfer and depositing via mb way.

I'd like to post my bank statement here as proof of this event, but you can't post a pdf?

Estou sempre a pedir apoio ao suporte e eles pendem-me repetidamente o meu extrato bancário mas nada acontece por exemplo hoje é outro dia que acontece o mesmo

Enviar fotos dos levantamentos de dia 5 de abril de 2026 e o extrato que coincide com os 2 meses para comprovar que nunca caiu esse saldo.

E respondendo ás suas perguntas não foi em saldo bônus depositei 200 para jogar black jack live da pragmatic e foi sempre o mesmo método tanto de levantamento para o cartão em transferência bancaria e deposito através de mb way

Queria por o meu extrato bancario aqui para emitir provas deste acontecimento mas não dá para por pdf?

Please forward me the bank statements for April and May, together with all the communication with customer support regarding the verification of your account at veronika.f@casino.guru. I appreciate your time and cooperation.

Dear franciscodias06,

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.

I've already sent the email, with the information and the proofs Veronika I hope you can help me!

Já enviei o email, com as informações e coma as provas Veronika , espero que me poça ajudar!

Hello franciscodias06,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear franciscodias06

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, Jana (jana.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,

Veronika

Dear franciscodias06,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Leon Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

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.

Dear Casino Guru and Jana,

We are still reviewing this case. Thank you for your patience. We will get back to you as soon as we have the results.

Best regards,

Leon Compliance Team

I would like to update the status of this complaint.

At this time, LeonBet has changed its position and claims that the two transfers were completed and that the problem lies with my bank, alleging that Caixa Agrícola has received the funds and that it is up to the bank to return them.

However, this statement contradicts the official information I received from Caixa Agrícola.

After several checks, including an analysis conducted by the bank’s IT team, I was confirmed in writing that only one of the three transfers was actually received and credited to my account. As for the other two transfers, there is no record of receipt, crediting, or settlement; in other words, according to the bank, those transactions never reached its systems.

For this reason, the bank also informed me that it cannot issue a refund receipt, since it is not possible to refund a transaction that was never received.

I have already sent the following to LeonBet:

My bank statements;

Written confirmation from Caixa Agrícola that only one transfer was received;

All the documentation that was requested of me.

Despite this, I still have not received the two missing amounts.

At this point, I ask that LeonBet provide objective proof that these two transfers were indeed processed to my IBAN. If they claim that my bank received the funds, there must be bank documentation that unequivocally proves it.

My sole objective is to have this situation clarified. I am the party who has yet to receive the funds, even though this situation has been ongoing for about three months.

Gostaria de atualizar o estado desta reclamação.

Neste momento, a LeonBet alterou a sua posição e afirma que as duas transferências foram concluídas e que o problema estará no meu banco, alegando que a Caixa Agrícola terá recebido os fundos e que deverá ser o banco a devolvê-los.

No entanto, esta afirmação contradiz a informação oficial que recebi da Caixa Agrícola.

Após várias verificações, incluindo uma análise efetuada pela equipa informática do banco, foi-me confirmado por escrito que apenas uma das três transferências foi efetivamente recebida e creditada na minha conta. Relativamente às outras duas transferências, não existe qualquer registo de entrada, crédito ou liquidação, ou seja, segundo o banco, essas operações nunca chegaram aos seus sistemas.

Por esse motivo, o banco informou-me também que não pode emitir um comprovativo de devolução, uma vez que não é possível devolver uma operação que nunca foi recebida.

Já enviei à LeonBet:

Os extratos bancários da minha conta;

A confirmação escrita da Caixa Agrícola de que apenas uma transferência foi recebida;

Toda a documentação que me foi solicitada.

Apesar disso, continuo sem receber os dois montantes em falta.

Neste momento, peço que a LeonBet apresente uma prova objetiva de que estas duas transferências foram efetivamente liquidadas para o meu IBAN. Se defendem que o meu banco recebeu os fundos, deverá existir documentação bancária que o demonstre inequivocamente.

O meu único objetivo é que esta situação seja esclarecida. Sou a parte que continua sem receber os valores, apesar de esta situação já se prolongar há cerca de três meses.

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear franciscodias06,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jana