Leon Casino - Player faces delayed verification process and account limitations.

I verified my account as requested, and then after verification when I requested a withdraw of an amount they asked for a very strange second verification involving pictures from my PC and ID card, full bank statements .They said that my verification takes normally around 3 days but in certain cases can go up to 30.It has been already 8 days without any email.

they have limited my acount only to casino games and i cant see my bet history in the casino's page.

I hope you can help in this matter.

Dear christontim,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please understand that the casino is eligible to request additional identity documents for verification if necessary.

Could you please specify if you sent all the requested documentation to the casino?

Have you received any reply from the casino if the documents were received?

When was the last time you communicated with the casino regarding your verification?

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

I have sent all the documents to the casino and they have replied that they recieved them 8 days ago.The last time I communicated was five days ago and they told to wait more.I do not think it takes that long to verify me for the second time.

I read similar reviews that this thing happens also to other people from kazinoguru and i hope i find a solution

Before we proceed with the case, please forward me all the communication between you and the casino that could be relevant to our investigation. My email address is veronika.l@casino.guru. Thank you.

I have sent you all my inbox to your email.As you can see it’s been already 10 days and nothing yet from Leon.

Today I did a long video call with someone on a black screen asking me a lot of questions mainly about my betting history and other stuff.At the end they informed that I have to wait for their answer in my emails .

Could you please specify what questions you were asked about the betting history? Were these questions related to sports betting or casino games? Have you accumulated your winnings betting on sports or playing slots/live casino games?

They were asking me about my latest bet sizes ,in which sports , about my activity in the casino , what type of payment I used for my deposit .Genarally they asked stuff that they already knew from my account history .Its has been 17 days now and still my account is restricted and my withdrawal is blocked.

Please let me clarify one thing: have you bet only on sports, or have you also played casino games (slots, live games)?

Dear christotim,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.