The player from Greece had his account locked by Leon.bet, which prevented him from placing bets or withdrawing funds totaling €510.28. Despite having provided identification, the issue remained unresolved. The player was able to withdraw only €130 out of his total funds, but he did not specify why the remaining balance was not withdrawn. The player did not respond to further inquiries from the complaints team, which led to the complaint being rejected due to lack of communication.
Leon Casino - Player can't access account and fears loss of funds.
Amount: €510
Leon Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 months ago
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7 months ago
Translation
Hello guru.
I am having an issue with Leon.bet
The company has locked my account without cause, I can't place bets or withdraw my funds of 510,28€
After countless verifications via ID selfies and a paper with a date and the word "Leon", 10 days have passed without a response. They have asked for a video call, something I can't do because I am working in an office during the hours they want, and I can't obviously have a video call.
Also, 7 days are left before they close my account and, as they state, they will steal my money. The funds are not all winnings. From my calculations, 312€ is my own money, and the rest is winnings.
I would like them to allow me to withdraw the entire amount.
Automatic translation:
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7 months ago
Dear Mantrox,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
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 and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly did you send the last one? Have all your documents been approved and only the video call is missing? I am afraid that the casino may require video verification if needed. Have you tried suggesting a date and time that would work for you?
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
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6 months ago
Translation
I have sent photos of my Greek driver's license. Greek ID, selfie as well as selfie with the ID and date of that day. The documents have been approved but the account remains locked.
Yesterday I sent an email saying that I won't be able to make a video call during the available hours because I work in a strict environment at the company office.
I haven't received a reply yet. But the days are passing and there are 4-5 days left until the final closure of my account and confiscation of my money illegally. The gentlemen answer every two or three days and if they have the will.
Automatic translation:
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6 months ago
Have you managed to arrange a video call at a suitable time? Please let me know.
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6 months ago
Dear Mantrox,
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.
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6 months ago
Translation
These fraudsters, from the €510 I had in my account, allowed a withdrawal of €137 and a commission of 5%. So I was able to withdraw €130.
away from these scammers guys. They steal customer money. They want lawsuits
Edited
Automatic translation:
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6 months ago
Could you please specify why you received only €130? Have you accumulated your winnings with or without an active bonus? How much money did you deposit into the casino?
Also, please forward any relevant communication between you and the casino regarding your account closure to veronika.l@casino.guru. Thank you.
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