Leon Casino - Player has trouble accessing funds due to verification delay.

Good afternoon.

I've had the opportunity to read several testimonials and I realize I am not the only one who is experiencing this issue.

I verified my account as requested, and then after verification, they asked for a very strange second verification involving pictures holding my phone and ID card, full bank statements and then only for specific dates. Even after sending everything, they said that my verification could take anywhere from 3 to 30 days.

It's already day 20 and I still have not received a response.

Since the beginning of this verification, I've played only at the casino since sports betting is blocked.

I want to have the opportunity to be able to withdraw my money and to bet again. I am a frequent player who immensely enjoys sports betting.

It is frustrating to be unable to make bets and withdraw what is rightfully mine for such a long time.

It's a shame that they are treating me this way considering how much I appreciate the casino and the odds that Leon offers.

I seek your help in this matter.

Dear Chaves1993,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Do I understand correctly that you have not received confirmation regarding successful verification?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Good morning, thank you for the brief response.

I started the process in a very normal way. I registered and started betting on sports betting. Initially, and because I know how it works, I contacted an assistant in the chat and said that I wanted to verify my account before starting to play. In the chat they said that it was not necessary to do anything right now. So I started playing, deposited €100 and started playing. After 2/3 days I had some luck and won close to €1500 and €2000. From then on they started to restrict the value of my bets, until they definitively blocked the bets. Then they asked me for complete bank statements showing the payment I made to Leon, then they just asked for the statement with a date limit, proof of upload, photos holding the citizen card and with the app open and a piece of paper written saying Leon .

I sent original documents from my bank, I even had to go to my bank and ask for a document stamped and signed by a bank employee.

After that, the verification began, which could take up to 30 days.

Regarding the questions you asked me:

• I never did any survey, they didn't let me;
• They confirmed that the verification had been completed successfully, but when I started to increase and make withdrawal requests, they immediately blocked it and I entered this verification process;
• I have never used any cash Bonuses, only those prizes that give free spins at the casino. I started with €100, today I have €11,500 and I'm blocked from betting but they let me play at the casino.

I understand that it may be the Leon way of working, but it creates a lot of insecurity, I have been there for more than 20 days and without being able to withdraw or bet my money that I earned legitimately. All documents I sent are legal and authenticated. It even seems like they did it on purpose. It's a shame they treat me like this, I really like this house...

Good morning.

This morning I received an email, without any information about my verification, but saying that tomorrow I have a video call with their team…

Let's see what happens, but this process and the way they conduct it suggests that they purposely complicate things and take things that make no sense at all.

let's wait and see what happens

Thank you for your reply, Chaves1993. Has there been any updates?

Dear Chaves1993,

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.

Good afternoon.

The situation is as follows.

In short,

I deposited €100 and only placed sports bets. As I've always done, I bet almost exclusively on live UNDER's, like -1 or -2…I usually also do All In or basically half of what I have, I don't manage my bankroll or use any strategy. When I was reaching €2,000, I felt like they were limiting the value of my bets, until they blocked my bets completely. After sending numerous documents and photos, Casa LEON began my verification process. Allow a maximum period of 30 days.

As I'm a playful gambler, I can't sit still and I started playing at the casino, at live roulette, as they block everything but leave the casino free to play. It turns out that I was really, really lucky. I did it ALL IN several times, reaching €15,500, more or less.

On the 22nd, the account verification was completed and approved, but they scheduled a video call for further verification. Ok. I made the video call, in English, which wasn't easy because I'm not fluent, and they asked me several questions. So far ok, I think it's an exaggerated check but if it's their terms I just have to respect it.

After that I spoke to several assistants on live chat and was even contacted by phone. Both in chat and on the phone they said that after the video call they would receive a response within a maximum period of 7 days, and that the 30 days (the maximum period stipulated by them) was also included in the video call.

It turns out that on the day the response deadline expired, I spoke on chat and a collaborator said that after all the maximum deadline was 30 days from the video call, and even said that all my colleagues gave me the wrong information!!!! I THINK IT'S A SCANDAL!!!!

Does anyone in their right mind think this is normal???

This is very serious, and everything makes me wish they wouldn't give me my money and claim something to justify it.

UNBELIEVABLE

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Good morning.

I want to inform you that LEON has already completed the process.

They have verified the account 100% and are already proceeding with withdrawals without any failure.

I withdraw my complaint and despite finding the verification too extensive, I am sure that LEON is 100% trustworthy.

Dear Chaves1993,

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,

Kristina

Casino.Guru