Leon Casino - Player claims that payment has been delayed.

Hi! Tried out Leon casino after i read they had good reviews on casino guru that i always trust and your sajt is the only one you can get really help from. So i didn´´t take any bonus money only deposit my own money did end up with winning 1500 euro. Went trough KYC that was really simple and great and was approved until i tried to make my withdraw. Then i had to send in picture of my visa card and i also myself suggested that the probably will ask for my bank statement so i uploaded both and was verified. Tried to withdraw once again this is on the same day july 5th when filling in bank information you can only fill in IBAN and not BIC ? send this to the support and only got the answer that they have technical issue. Asked what kind of issue and i don't get any answer except we are doing everything to solve the problem ana also asking me to cancel my withdraw. Asking them a few more times what kind of technical issues and again no answer what kind of issues. Gave them information that you always needs an IBAN nr and BIC nr to be able to pay a withdraw to you players and that i well known for everybody. Asked them to give me a timeframe didn't get that either so down below i copying one of the fantastic answers i got. It's really sad that it always has to be problem when withdrawing from Curaçao casinos it take a second to make a deposit but to make a withdraw it takes days and weeks of frustration to get your money if you even get it. Leon casino if you are serious casino please respond to this and please pay out my funds ASAP.

Leon Security

tors 6 juli 09:57 (för 3 dagar sedan) till mig

Hello, Due to temporary technical difficulties on the side of the payment system funds withdrawal may take up to several workdays.

You may cancel your withdrawal and return the funds back to your account, or you can wait until your withdrawal has been processed.

Sorry for the inconvenience caused.

MY ANSWER

till security

Again please inform me what kind of technical problems you have and give an exact time

When I will receive my funds I thought Leon was an honeset casino when I read the reviews at casino guru but this is staring to sense scam. 

Paying out to you players account shouldn’t be a problem you need the Bic and iban and then there is no problem can you inform me more closely what kind of issues you have and also it’s miss and not sir ? 

Leon Casino answer

Welcome. Generally the withdrawals used to be processed within 48 hours, but this time due to some technical difficulties it is slightly delayed. You can cancel the withdrawal and retry or can wait for this one to complete. However, the time frame cannot be declared at the moment for this under processing withdrawal. We are sorry for the delay and problems caused. Feel free to contact again. Have a nice day!

Dear shine0909,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thank you Kristina I do appreciate your help. So I will wait for another 7 days more but still it should only take at most 48 hours to receive a withdrawal ?

All the best 😀

Still no money, have been in contact with them every day and they run copy paste on the answers.

Played at this casino as I always check with Casino guru on the eran rate so it felt safe. But they blame technical problems, don't give me a timeline for when sorry but this feels straight through like a scam casino? I think I should cancel my withdrawal, but the other withdrawal methods are Bit coin and more, which I absolutely do not have. Worried I won't get my money? How can a casino like Leon casino behave like this towards its players. It should take 48 hours to get a withdrawal, now it's been 14 days.

Thank you for your reply, shine0909. Have you made any successful withdrawals before? Could you please post here a screenshot of your withdrawal history?

Have you accumulated your winnings with or without an active bonus?

Hello!

Haven't taken any, bonus is fully verified and haven't taken any withdrawals before.

The support asked me to put the money back and withdraw again which I did. On the history you can see that they declined my withdrawals during the verification process, I was first fully verified, took out 1500 but then I was supposed to send in more documents, was verified again made withdrawals stopped they would have more documents, finally verified and now a withdrawal that they don't pay out and blame technical problems?

I have sent as both BIC and IBAN number as it is only possible to fill in the IBAN during whitdraw. Have read on other sites that they do everything in their power not to pay out winnings to players? Thought Leon was a safe casino because they have good scores here on Casino Guru, but you are met with texts that are copied and pasted. They refuse to state what technical problems they have and refuse to give me a time when I can get my money. I use bank transfer as a payout, I don't have and don't want to have bitcoin withdrawals as that can also cause problems with payouts, be it so that you can't play at casinos from Curaçao at all as casinos from there can do exactly what they want.

Emailed Leon again this morning and stated that there is a new complaint filed with you, would never have played at the casino if they had bad ratings:

Tues 18 July 2023 at At 08:09 Leon Security < security@leonbets.com > wrote:

Hello,

I would like to express my gratitude for reaching out to us regarding your issue. I am fully aware that you are seeking an estimated resolution timeline.

While I regret to inform you that I am unable to provide you with a specific time frame at this time, we are doing everything in our possibilities to bring a swift resolution to your issue.

Additionally, I would like to assure you that your funds are completely safe.

Thank you.

to security

So copy and Paste again why can I read about different sites that you did exactly this your doing to me. As soon as player wins over 1000 euros you are not paying the winnings have you ever paid anyone more than 1500 euros?

Thank you very much, shine0909, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello shine0909,

I have reviewed your case and will contact the casino to see if I can help.

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

Dear Leon Casino,

Can you please provide an update on the status of the technical issues with withdrawals? Is there any timeframe indicating when the player should be able to request a withdrawal?

Thank you.

Kind regards,

Tomas

Dear casino guru and tomas! Today I was finally able to withdraw and able to fill Iban and Bic and received the money this afternoon. After 93 emails forth and back with copy and paste answers, many times the support didn´t even answer my question . During this week they never reached out so i could trust them never explained the real issue the only thing they asked for was that i should cancel my withdraw even if i asked them if they can guarantee that I will get my withdraw if changing to Bit coin I did nit get an answer. As a player you need to be able to trust a casino. Leon casino has great games and is a nice sajt but that does not help if they are not reliable so please Leon step up and show your players that yo are a realiable casino. Thanks Casino guru for helping me out 🙂 all the best

Dear shine0909,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas