Leon Casino - Player claims that payment has been delayed.

I have placed bets at places like Betano and Betilt, and have never encountered any issues.

I have been a customer of the Leon company for a while and mainly played casual games.

I decided to make two deposits totaling €3000 in order to place larger bets.

I bet on various different events and made a total of €3426, a profit of just €426.

When I tried to withdraw my money, I was caught by surprise. They asked for account verification.

I sent:

PASSPORT

PROOF OF ADDRESS

SELFIE VIDEO MAKING SPECIFIC MOVEMENTS

Up to this point, everything was good, right? They sent me a message saying my account was verified.

When I tried to withdraw my money again, they told me it was suspended and asked for my BANK STATEMENT.

I provided the bank statement and once again, they VERIFIED it.

When I tried to make a withdrawal for the third time, I was told it was still suspended. The reason?

They needed pictures of me holding my passport next to the open Leon website, holding a paper with the word "Leon" written on it and the date of 21/11. So, I did it.

Now they've informed me that verification takes anywhere from 3 to 30 days. And to date, I am still waiting to withdraw my €426 in PROFITS.

Dear Thbetpt,

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

The casino canceled my withdrawal, and after the account verified message they now ask for 3 to 30 days to verify the account.

complete nonsense.

I have already sent all the necessary documents and gone to all possible steps.

my withdrawal/withdrawal option has been restricted.

I deposited €3000

for a profit of €426

Can you imagine larger betting volumes?

extremely unreliable.

I have an account at several other casinos and I haven't had any problems with any of them.

Thank you for your reply, Thbetpt. Could you please advise which games you focused on while your account was still active - slots, live casino, sports betting, etc.?

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

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Sports betting, the casino has had all the required documentation for several days now. I no longer use the account until the problem is resolved.

Thank you very much, Thbetpt, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi Thbetpt,,

I've reviewed your case and am sorry that you came across such a problem with the verification of your account. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear Leon Casino, I'd like to ask you to join this conversation and share more information regarding the case. Can you please specify the reason for requesting to send more photos although the player's account was verified three times? When can the player expect the verification to be complete in full?

I hope that you can assist in this matter. If you have any supporting evidence, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

Madam Natália, I thank you in advance for your help and mediation in this case.

To prove that my account had already been verified, I am sending a screenshot as proof of what I am saying. I play at Betano and nothing like this has ever happened at Betano. Unfortunately, it falls into the hands of this betting house that disrespects its customers. They should be loyal and they don't.

Hello Casino Guru team,

We've set up a video verification session for the client, following our security department's decision. It's scheduled for today, 6/12/2023, at 12:00 PM local Portuguese time (GMT+0). The client has been notified. Once we've reviewed the verification video, we'll update the client on the results."

Best regards,

Alexander

LeonGaming Compliance Officer

Dear Leon Casino, would you please let us know how the video verification with the player went? Was it successful?

I participated in the verification a few days ago and so far I have not received a response.

Thank you, Thbetpt, for the updates. I hope the casino representative will reply here in the thread very soon and will let us know about the results.

I don't recommend this bookmaker, today I play daily at Betilt and have nothing to complain about.

To everyone who is seeing this post…

I bet almost €4000 on betilt and withdrew €6650 without any problems.

LEON does not provide any support 7 days after the video call interview I did not receive any response.

I have already registered my complaint with the authorities, including all the necessary evidence.

I managed to raise the amount with leon, I THANK YOU HUGELY to the casinoguru mediators for their help and mediation of the case.

Thank you very much.

Dear Thbetpt,

I'm glad to hear that you have received your winnings from the casino and 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,

Natalia

Casino.Guru