Leon Casino - Player complains about ignored self-exclusion request.

Twin Casino/Leon Casino failed to secure and protect a human life. The casino as no respect of any kind for a human being. I am self excluded addicted player, I have begged to support to block and exclude my account and they ignored my request, both Twin Casino and Leon still maintain my account open. I have lost all my money and life savings to these casino. I am excluded by the SRIJ the Portuguese game regulator.. and still after I informed twin that I had this problems they just let me spend all my money, not even with limits.. they failed with what they say on there website on responsible game.. they say if a player even mentions that he is addicted the account is suspended, limited or blocked. I just want my money back, please help me recovering the money I lost after I informed everyone on the website and support that I was an addicted player, that doesn’t have authorization to be playing. Also both casinos, Twin Casino and Leon are both operating illegally in Portugal, and many people complain of how it’s not easy for players with problems to get excluded or blocked from their website. They make you share all your personal information and submit a request form for the exclusion that is not even in Portuguese and it’s a extremely difficult process. Please help me, in total I have lost more than 20000€ to Twin and Leon.

Dear joaomarsh20,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• When was the first time you informed this particular casino about a gambling problem?
• Could you please share your communication with this particular casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

I don't have a printout of when I reported it because the company doesn't keep a record of the online chat here in Portugal or at least I can't see it, but Twin Casino has access, because when I asked why they didn't self-exclude me, they responded by email and gave a lot of excuses, like having to fill out the form myself... but the truth is that I informed him several times that I was even banned from playing. Attached is what the company told me about my request for help... basically they claim that in order to block or self-delete my account I would have had to fill in my personal information on their website! It doesn't make sense, to create an account and spend a lot of money they didn't ask for anything, to block the account when I mentioned the addiction made it really complicated. In fact, I still have an active account even after asking and mentioning that I am a risky player. It makes no sense that they didn't block my account because they claimed I had no data, now my data is complete and they still don't block my access, and I lost all my money. Help, please

I can see the screenshots are the responses from Twin Casino and not Leon Casino.

Have you informed Leon Casino of your gambling addiction as well?

Was your personal information filled in your casino profile in Leon Casino?

It's the same casino here in Portugal! It is no longer possible to access Leon at the moment, as they are illegal here in the country, the internet pages are always changing links, I only reported the case because I noticed that both sites were the same and I was talking to the same people

As you can see here it is the same Casino, the employees are the same and they even use Twin's email when representing Leon..

it's all the same thing, all from the same company Moonlite NV Both casinos are completely illegal here in Portugal, and with many unresolved complaints.

We understand casinos might have procedures in place for activating a self-exclusion. From the screenshots presented it seems the casino informed you in good faith on how to proceed with self-exclusion of your account.

• After you filled in your personal information in your casino profile, have you contacted the casino again with your request?
• Could you please share a timeline of events, explaining when you filled in your casino profile, when you contacted the casino, made subsequent deposits, and when the casino blocked your account?
• Have you expressed any concerns to the casino regarding not being able to understand the instructions on the website of the Kahnawake regulator?
• Have you contacted the casino's regulator regarding assistance in completing self-exclusion?

Did the casino act in good faith? The emails you received were after I asked for help and lost all my money! On April 3rd, I contacted Twin customer support through the website in my customer area, I informed customer support that I am a compulsive addicted gambler, who was self-excluded at national level by the entity that regulates gaming in Portugal, the SRIJ, I even informed the assistant that I was a risky gambler who had already attempted suicide, but they still didn't do what I asked, they didn't suspend me or block my account, they didn't even impose any limits! In fact, they never even let me suspend my account, and yesterday perhaps out of fear of what might happen, and after I sent copies of the complaints I presented, they sent me an email asking if I wanted to delete my Twin account! Completely ridiculous, previously it wasn't even possible to block or self-delete, now out of possible fear of reprisals they sent an email to delete my account and my data... first they let me spend all my money without limits, I could only self-delete -delete by filling out a form (which no longer exists). I have already written a complaint to the KGC Kahnawake Gaming Commission, and they are looking into the case.. but I think the Twin and Leon employees here in Portugal are a little confused, they say that their license is from Curacao, however the What they have on the website is the self-exclusion form from KGC.

Even worse, the day after my request for help, on April 4th, that is, after spending more than €10,000 at Twin Casino, I receive an email from Twin, introducing João Miranda, my new account manager. , something I never asked for! In fact, after I mention that I have a problem and lose everything, they still send an email to encourage me to deposit and lose more, totally inhumane! Note that there is also a clear violation of GDPR data protection, the email comes from Twin, but the account manager identifies himself as being from Leon! They say they are different companies, they even told me they didn't know anything about Leon but apparently they are the same people!

Where is the player protection?

Twin Casino has already been resolved, now all that's left is Leon who owes me €2450... they stole my money and won't give it back. I have already written complaints to the KGC Kahnawake Gaming Commission, Mohawk Council of Kahnawàke, CGB Curaçao gaming control board and the antilliphone NV company that regulates them in Curaçao. At least it was resolved with Twin and they refunded me €9360.

I'm still waiting for a response from Leon, despite being from the same company, Leon's support here in Portugal is horrible, they speak in a threatening tone and follow procedures that violate European GDPR data protection. For example, they ask not only for a copy of your citizen card, but also a bank account statement, proof of address, front and back of the card used for deposits, they ask you to take a photo holding your identity document and hold a paper with the word Leon written on it... I question the entire legality of this process, because what it seems to me is that they make account verification as difficult as possible. At this moment my account was DELETED by Leon... all I have left is the customer number which was 78999605.

The only thing left is the amount of €2450 left in Leon Portugal, €2450 disappeared from my account and Leon's support is terrible and didn't help at all, they still managed to remove my complaint alleging defamation, there is a criminal complaint filed with the Portuguese Judiciary Police , against the company Leon, do not respond, and report the case as unresolved on the Portuguese Complaint Portal, the only representative they have called "Jorge" always responds in a very rude way and tries to intimidate customers, even violating the policy GDPR data protection policy, and called my cell phone number, Leon says she doesn't know how the money disappeared and blames me, claiming that I must have spent it. Completely ridiculous, I even had my bank account compromised, I had to cancel all my cards. Complaint Complaint was also filed with the SRIJ Gaming Regulation and Inspection Service.

Please send me the correspondence regarding the recent development regarding the disappearance of your funds to my email at tomas@casino.guru

I'll await your message.

There is no correspondence, both the bank and the casino say they can't do anything and I have to wait for a police investigation. I have filed a complaint with the police against Leon and the payment provider. The problem is that the Leon casino is illegal in Portugal. The SRIJ and public security police are trying to close Casino Leon and Twin even though there are several fraud situations, player protection problems, among other situations. The police themselves don't know how to do it or act... as the company is based in Curaçao. They use the same payment provider that almost all fraudsters use here in Portugal, "EuPago, Inst Porto" the police are full of complaints about this casino and this institution, funds that disappear, deposits made without people's consent. At the moment there is only €2450 left to get everything sorted out. Because this money disappeared from my account after opening a link from Leon Casino. I can send you a copy of the police report of the crime if you want.

Both the Casino, the Bank and "EuPago" which processes payments to Leon, say that I have to wait for the police investigation, the truth is that I have been waiting for almost 2 months! I even canceled all the cards in that bank account and closed the account and changed banks! I was very scared, all my data was compromised at Leon. The fact that the company is illegal and uses several sites with different links makes it quite unsafe

And the company Leon removed all my complaints from the competent authorities here in Portugal, alleging defamation. I even received a call from the person who handles Leon Portugal's complaints, a man called "Jorge" who spoke in a very intimidating and threatening tone... putting the blame on me. They never found a solution to the problem. They deleted my Leon account so as not to leave a trace

If the investigation went to the police and your bank and the casino are involved in an official investigation, I am afraid we won't be able to assist you. In our experience, if the police is involved, casinos usually refuse to communicate details to third-party mediators.

Please send me the correspondence in which the casino refuses to comment on your questions due to an ongoing police investigation. If you wish you may send the police report, but considering the situation, it's not necessary for us. My email is tomas@casino.guru

Tomas is indifferent whether the complaint went to the police or not... the Portuguese police said they couldn't do anything. The complaint was filed because Leon is illegal in Portugal and does not even have a legal representative or offices in our country! Which is the worst part about these casinos that operate without national regulation

Leon from the beginning never responded to anything! Neither in the complaints I wrote here, nor in other places

Why hasn't a legal representative from Leon responded here yet? Just like Twin Casino did? Leon support doesn't want to know? Don't customer opinions and complaints count for anything?

Today an email was sent with my entire history with Leon and Moonlite NV Casinos and the various crimes committed by the company in Portuguese territory. It was sent to 13 competent authorities, including Kahnawake Gaming Commission, Antillephone NV, Governor of Curaçao, Embassy of the Netherlands Antilles, Curaçao Gaming Control Board etc.. along with 28 annexes proving the company's failures with Portuguese customers, the various violations of GDPR data protection as well as various player protection gaps.

The use of celebrities and influencers to promote Leon on social media is also proven, thus advertising an unregulated and illegal Casino in Portugal, which is a crime. In these same famous videos they tell people to bet their entire salary on Leon... completely shameful and inhumane. Where is Leon's team? Where is the Compliance team for such a large company? Moonlite Casinos are causing huge damage in Portugal and hundreds and hundreds of people are becoming addicted to gambling and losing everything because of this company. They don't know how to impose limits or protect the player... if they see that you deposit a lot, they will still send emails offering money to feed the addiction and make the customer deposit more and more. Some authority should do something about this! I am also starting to question the legality of the company even in Curaçao, since in the same address there are hundreds of casinos registered under different companies... but all with the same address and door number.

The Casino is not transparent and blatantly lies on their website, saying that this Casino is legal in Portugal... making people believe that they are protected... but it is not true. This casino does not have a license to operate in Portugal.

I am attaching the prints of the authorities contacted and also of the Leon website where they lie and say that the company is legal in Portugal.

Thanks for your point of view.

We don't deal with complaints regarding refund demands based on the assertion casinos operate without specific licenses and/or illegally.

We'll continue to investigate the case regarding the missing balance and possible failed exclusion going forward. I apologize for not replying sooner.

I will now transfer your complaint to my colleague Jozef (jozef.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.  

So I spent more than a week waiting for a response and they weren't even able to help me with anything? I explained everything, I put all the evidence here, LEON casino is committing several crimes in Portuguese territory... if I can't expose and complain here, where will I do it? I have already sent complaints to KGC and Curaçao but they imply that Casinos can do whatever they want as long as they are illegal. My refund request is not because the house is illegal, it is because of the lack of player protection they have, of letting players with problems sign up and deposit absurdly high amounts without any type of verification... they can deposit more than €10,000 without any type of proof or verification, which is also illegal here in Portugal. If the Casino is not following its own rules, it is the rules and regulations of its regulator Kahnawake Gaming Commision, what will the player do? How long will they let this situation continue in Portugal? It seems like no one wants to know! There are several crimes taking place, including advertising and facilitating gambling for minors… but no one wants to know! Much less Casino Guru, which seems to have ignored everything I've said so far... I came here to make a request for help and I got everything but that, in fact, it suggests that they are defending the illegalities committed by LEON. It makes people feel increasingly insecure about using this type of service! So far there hasn't even been an official response from LEON or any of their representatives... simply a shame. I'm really disappointed, and I feel imposing

Dear joaomarsh20,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Dear Casino Guru Team,

The customer has already escalated this issue to KGC, our regulator. We will keep you informed of their decision on this case as soon as it is made.

We apologize that the customer had a bad experience with our service. We hope that our regulator will help us resolve this issue fairly.

Thank you for your assistance.

Best regards,

Alexander

Leon Compliance Officer

Good evening Alexandre, I would like to resolve the matter in the best and fastest way so that it would be better for all of us. I just want a refund of €2450, which was the amount they let me deposit compulsively, without any type of additional verification or any type of security... I thought I was protected by Portuguese laws and by the SRIJ, because on your website here at Portugal, you claim to be in a legal situation in Portugal, so I thought I wouldn't even be able to bet, much less bet such large amounts as I did. Betting €500 at a time, it was clear that there was a problem. Why do Player Protection rules exist? Furthermore, being an unregulated casino in Portugal, it becomes extremely dangerous for an addicted player like me... it is also not easy to self-exclude or suspend the account, as I only managed to do so days later and after a police complaint. The fact that they advertise illegally on social media doesn't help either, in fact I signed up to Leon through an Instagram link. I would like you to resolve it in the best way so that I can obtain a refund, improve your player protection rules, and improve your customer support in order to detect risky and addictive behavior. If they are resolved quickly and easily, I will remove all the complaints and complaints I made on different platforms and websites against the company Leon / Twin / Moonlite NV / Neo Group. I'm waiting for a response from you Alexandre, so that we can resolve it in the best way possible.

Dear joaomarsh20,

Since the case is being examined and evaluated by the licensing authority, we cannot interfere. I am very sorry, but I have no other option but to close this case until the regulator decides. Please let me know if there are any updates.

Kind regards, Jozef

jozef.k@casino.guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Dear joaomarsh20,

We have been informed by the casino team that the regulator has decided in their favor. Could you please confirm their statement?

Dear joaomarsh20,

have you been informed about the decision from the regulator?

The case that was referred to the KGC was from Twin Casino, not Leon…

Also, if you open this complaint per Casino request, then ask them if they dont want to solve this with a friendly negotiation. Can you ask someone from the Leon compliance team to answer here to the case? I just want to end this once for all… if the company does the right thing I Will remove all complaints from every website, including TrustPilot, here on CasinoGuru and Portal Da Queixa. I just want to end this, please contact the Casino and see if they are Available for an agreement of 2000€ refund. I dont even want all the money, since I spent more than 3000€ in this Casino, I just want the enough to pay My medical Bills, since this case with Leon and Twin I am being followed by a specialized team because I tryied to suicide because of what I went through with this Company. I have a medical report that clearly shows that after what I lost with Moonlite Casinos My Life almost Ended. I dont want to reach to a point where I have to report the company everyday and ruin their reputation. I just want the 2000€ so I can be in peace and pay for My addiction treatment. If they’ve done proper KYC and verification I would never deposit such high amounts.

Dear Leon Casino team,

May I kindly request your response and possibly the evidence regarding the decision from the regulator?

CasinoGuru the Kahnawake regulator has now opened a complaint and notified the operator Moonlite Leon and Twin for harassment and threats.

In addition to the lost money, they are still calling and harassing me. The employees took it personally, and I was able to see on LinkedIn that more than 20 company employees had seen my profile

Dear Casino Guru team,

We are currently in correspondence with KGC about this case. Unfortunately, they cannot share the details of the case with a third party, as per their policy, so we are seeking alternative ways to provide you with confirmation. I will keep you updated on this matter.

Thank you for your assistance.

Best regards,

Alexander

Leon Compliance Officer

Alexander, I am willing to Make a friendly agreement if Leon/Twin returns all funds deposited on both Casinos (since you refused to refund any money spent on Leon, and didnt even told me the total amount deposited) and deletes all my data from your dababase. I Will also perform the abrangent self exclusion with the KGC. I don’t want any phonecalls from your agents or any kind of contact by the company.

A total of almost 3000€ on Leon without any kind Of KYC or player protection.. And Still, you don’t refund the money and the employees even harrass me and Stalk me because of the complaints! Calling My Phone is just too much. If you want to end this and I Will drop all Charges, please refunda the total deposit amount for both Casinos, since that I have more then evidences that your staff lured me with high bónus offers, emails, messages, VIP Account managers… I just want to end this Alexander.

If the standards and rules of the casino itself and its regulator KGC had been complied with, none of this would have happened! Since I spent a total that I don't even have an account with Leon, more than €3000 at will, these are high deposit amounts that the Kahnawake Gaming Commision requires an account verification of the player's identification to be carried out... it is also written in the policies of the Leon's website... in fact, it even goes against money laundering laws. I think Leon and Twin have been acting badly and in bad faith towards me from the beginning. I would really like to reach an amicable solution, if not I will try to move forward with a formalized complaint through KGC and try to take the case to court. I have evidence through video, call recordings, screen captures, among others... that employees of both companies in the Moonlite NV group committed several crimes and infractions in the national territory, and violated regulatory entity rules, with illegal advertising practices and encouraging gambling.

At Twin Casino they returned €9360 which was not the full amount either! I believe they were missing 1200€, that is, in addition to having violated the rules again and leaving a player with a gambling addiction, and already excluded from Leon signing up for Twin, they let him deposit practically 10500€ without any type of KYC or verification. I would like a full refund from both Casinos.

I am extending the timer by 7 days since the casino team needs more time to find a way to provide us with the requested evidence.

Dear Casino Guru team,

We are still in correspondence with the KGC, and we will need more time to provide the confirmation.

Regarding the user's claims, I have already provided you with detailed information clarifying every aspect of the case. However, if you have any further questions, please feel free to ask.

Thank you for your patience and assistance in resolving this matter.

Best regards,

Alexander

Leon Compliance Officer

Alexandre and the staff of Leon Casino and Moonlite N.V. I just want everything to be resolved and all the problems to go away. Return all the money deposited at Leon and Twin and everything will be resolved! You can talk to the regulator all you want and try to lie all you want, but if you don't give me my money back I won't stop. I'll keep writing complaints every day on TrustPilot, CasinoGuru, AskGamblers and the Complaint Portal. It's only worse for your casino's reputation! Just like the exposure of your employees during the case... it doesn't do any good. Return the deposits to Leon when I mentioned gambling addiction, and that's it! It's all over! It costs that much!

Do you really want that much negative exposure on all the casino review and complaint sites? I want to reach an amicable agreement.

Dear joaomarsh20,

I can confirm that the casino team has substantiated their claims, and the regulator has decided in their favor in this case. I am very sorry, but I have no choice but to close your complaint accordingly.

Best regards, Jozef