Leon Casino - Indian player's account blocked after documentation dispute.

I won money in Lightning roulette with a multiplier of 100x and decided to withdraw my money. Today on 22nd August 2023 I submitted my documents for verification and they have this selfie verification, I did that too then in the live chat they said that my current document couldn't be verified and asked me to upload another official document and before I could upload a different document,

they sent me an email saying that my document was forged which I had uploaded earlier and blocked my account.

Please help me

Dear Vinod,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly.

Could you please send me the documents you send to the casino for verification? My email is tomas@casino.guru

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.

Best regards,

Tomas

Dear Vinod,

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.

Hello Tomas, I had already sent the documents to the email which you had provided. I am again sending it to you today

Hi Casino Guru team,

Based on the expertise of Sumsub, a leading verification service responsible for handling our customer document verification, it has been determined that the document provided by the customer is not genuine. Since this is a clear violation of our Terms and Conditions, we have no alternative but to forfeit the customer's winnings. The originally deposited sum is available for withdrawal, minus a 5% fee to cover transaction costs.

Best regards,

Alexander

LeonGaming Compliance Officer

Thanks to both parties for the reply.

We checked the documents submitted to us and in our opinion, the documents don't appear to be genuine.

For this reason, we are forced to reject the complaint.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you and Leon Casino for your cooperation.

Best regards,

Tomas

Casino.Guru