Leon Casino - Player is requesting a refund of her deposits.

Καλημέρα . Εγγραφηκα στο παραπάνω καζίνο και εκανα 2 καταθέσεις.

Μετά μου στείλανε μήνυμα ότι έχω διπλό εγγραφή και μπορώ να ενεργοποιήσω έναν λογαριασμό. Το έκανα και συνέχισα να καταθέτω.

Έχω πρόβλημα εθισμού και το γνώριζαν όταν έκανα τον πρώτο αυτοαποκλεισμο.

Και ρωτάω γιατί μου ενεργοποίησαν τον λογαριασμό. Τους ζήτησα τα χρήματα των καταθέσεων μου πίσω.

Δε το δέχτηκαν.

Αλλα καζίνο όταν διαπιστώσουν διπλό εγγραφή επιστρέφουν τις καταθέσεις.

Ευχαριστώ

Dear marofa,

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

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

Do I understand correctly your previous account is currently self-excluded due to gambling problems?

What reason did the casino give to not refund you the deposits?

Could you please advise if your second account was blocked or is still open?

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

Καλημέρα σας.

Μου είπανε ότι το αποδέχτηκα από μόνη μου γι αυτό δεν μου επιστρέφουν τις καταθέσεις.

Τώρα είναι κλειστός

Ευχαριστώ

Dear marofa,

Could you please send me the request for self-exclusion you sent to the casino for your first account? Did you receive a confirmation from the casino your account was self-excluded? Please forward it to my email at tomas@casino.guru

Did you use the same personal information in order to open a second account in the casino?

When exactly was your first account self-excluded and when did you open a second account?

Hey. I don't remember when i sent email.

I think was last year.

I haven't keep the email that I sent for my first account.

I ll send the last email

Thank you

Thank you very much, marofa, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Dear marofa,

I am so sorry to hear you haven't received the refund from the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Leon Casino representative to join this conversation and participate in resolving this complaint.

Dear Leon Casino,

Could you please state why the player has not received the refund?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello.

Upon review of the customer's communication history, I can see that the customer requested a closure of their account, not an activation of the self-exclusion option. Indeed, we received a self-exclusion request from the customer about two weeks earlier, but the customer never followed up with a confirmation after we sent her our reply outlining the available options.

I'd like to emphasize that in our system, account closure and self-exclusion are two separate options with distinct implications:

When a customer opts for account closure, it is generally due to personal reasons and is done voluntarily. On the other hand, self-exclusion is a provision specifically designed for customers who may be struggling with gambling issues and choose to take a break or quit entirely. The customer can either set a 6-month self-exclusion option themselves on their account or send a Comprehensive Self-Exclusion Request to KGC after we send them the form, or choose to do both.

Our Responsible Gambling Policy is available here:

https://leonbets.com/responsible-gambling

Best regards,

Alexander

LeonGaming Compliance Officer

Dear Leon Casino,

Thank you for your response and the information provided.

Dear marofa,

Could you please confirm if you have received the confirmation but haven't chosen the option provided by the casino?

I am looking forward to your response.

Kind regards,

Stefan

Dear marofa,

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.