Leon Casino - Player has been accused of opening multiple accounts.

A minha conta foi banida porque dizem que era uma conta duplicada o que não faz qualquer sentido este tipo de decisão, tenho todos os dados necessários para verificação da minha conta, cumpri com todos os requisitos, a única coisa que poderá estar a influenciar esta decisão poderá ser o meu irmão também ter aberto uma conta nesta casa de jogos e termos usado o mesmo aparelho para entrar no site (computador partilhado). Mas será que existe alguma política que não permite ter pessoas do mesmo agregado familiar inscritos neste site ? Não existe qualquer tipo de argumento neste momento para ficarem com os fundos que eu ganhei justamente. Com certeza irei até as últimas circunstâncias para resolver esta situação. Tenho todos os dados e documentos necessários se for preciso algum tipo de esclarecimento adicional.

Dear Guedes97, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the T&Cs and I found this:

"2.4 You can register only one player account which can be used on all our products. Should we find that you have opened multiple or linked accounts, all but one will be closed. We will investigate the reason for the opening of the extra accounts before deciding how to treat any funds accumulated with us – funds deposited in breach of these T&Cs may be forfeited."

Do I understand correctly that you have not passed the verification yet? Could you please clarify whether you accumulated your winnings with or without an active bonus?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards, 

Kristina

Bom dia Kristina,

O valor que tenho para levantar é valor real e não de bónus. Em relação a parte de verificação da conta a única coisa que me foi solicitada foi o número de telemóvel, email e nome. Vou enviar a restante informação por email.

Obrigado

Thank you very much Guedes97 for your reply. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Guedes97,

I will assist you with the complaint from now. I would like to ask the representatives of Leon Casino to join the discussion and given the circumstances surrounding the account in question provide an explanation on why the account was closed and the winnings were confiscated.

We would like to ask Leon Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear Guedes97,

I tried to contact the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, you have the option to contact the Curacao Gaming authority certria@gaminglicences.com and submit a complaint to them. They might help you with your issue. I wish I could be of more help.

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 a satisfactory conclusion.

Hi Tomas and Casino Guru team.

The client has opened multiple accounts, precisely four, in our service. The client had already had an account with a self-exclusion option set which restricts a player from having any gambling activity for 6 months. In order to get around the restrictions the player opened accounts with slightly different registration data such as email addresses, residential addresses (cities) and name variations. After duplicate accounts have been discovered we restricted some of them (with self-exclusion, since we cannot lock them within 6 months after the option has been set) and locked others. Since it's a violation of our T&C the winnings have been forfeited. The customer still has one of his accounts unlocked (for withdrawals only) so he could withdraw his deposited sum.

Hope this clarifies the case.

Best regards,

Alexander

LeonGaming Compliance Officer

Dear Guedes97,

do you have any comments on the situation the casino described above?

Dear Guedes97,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Bom dia,

Fiz apenas uma conta, não faz qualquer sentido esta resposta e ganhei de forma justa o valor de 170 €

Hello Guedes97,

from what the casino provided us as proof it seems they are in the right. There are multiple accounts created with similar login information. Since one of those accounts was previously blocked due to a self-exclusion request, I believe the casino acted correctly. Unless I overlooked something, I think the casino should allow you to withdraw your deposit. Were you able to do so?

Please let us know.

Dear Guedes97,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions. The player can reopen this complaint anytime.