Leon Casino - Player is struggling to verify his account.

Totally froud site. They are asking your documents again and again after you have completed your verification two or more times. there intention is not to deliver your money in your hand. you can deposit but at the stage you will never withdraw your amount

Dear Gaurav,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Which documents have you provided and when exactly? Could you please confirm that you provided all the required documents?

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru, or alternatively, post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

This is regarding to account verification. actually this is not a verification. this is pure harassment. My account is already been verified. verification date was 30/11/2021. After this i was playing with confidently as my fund are safe with Leon. but after some time at the time of withdrawal leon have asked again for account verification as this is their standard term. I have submitted the national ID again but after this they told me for ID with Piece of paper with leon and date. OK. I have submitted again. than their team told the same thing with live account details. ok. I have submitted again and after all, they verfied my account on 17/03/2022. My withdrawal is still pending. at the very next day they asked me again account verification. what have done in single day. Is this logical? what the change in one day even i have not done a single bet in that day. I have submitted again my ID but now they ask me for alternate ID. what is this. Its mean you have not accepted the national id. Why? I also submit my PAN Card but leon team is not accepting this. why. PAN Card is not leagal document? PAN card issued by Govt. I have also attached my Driving license but still they hold my verification. what is this? Is this a verification practice by good company? I think this is enough to loose my hope. This is so irritating. i here attached the sceenshot of account verification confirmation and my ID.

Thank you very much Gaurav for your reply. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

thanks

Hello, Gaurav,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Leon Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Leon Casino Team,

Could you please state the reason why the player's account was not verified? What documents are problematic and what steps should the player follow for successful verification of his account?

Thank you in advance for providing the information.

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’, which will have a negative impact on the casino's rating.

Dear Gaurav,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option how you can try to resolve your issue or speed up the process - to contact the gaming authority the casino is regulated by and submit a complaint with the authority. In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru

Greetings all,

Based on the information we have received from the casino, the complaint has been reopened.

"Hi Casino.Guru team,

I'm sorry for the late reply. The situation has already been successfully resolved. I can see that the customer was asked to pass a video verification check which he successfully did. The account was verified on 12/04/2022. The funds were successfully `withdrawn within several following days."

Dear Gaurav,

Can you please confirm that your issue has already been resolved?

Gaurav, was your issue resolved? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

We are looking forward to hearing from you.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru