Leon Casino - Player’s account blocked, withdrawal delayed.

I've been waiting for a withdrawal for about a month now. I have sent them every single document and they've done nothing. Now they have even blocked my account?

What else do I need to do?

Dear Steliosa,

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. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully in the past? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Steliosa,

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.

Hello Casino Guru Team,

The player was scheduled for a video verification on two separate occasions, but regrettably, there was no attendance for either. As a result, we must consider that the player has not fulfilled the required verification process.

Best regards,

Alexander

LeonGaming Compliance Officer

Thank you very much, Alexander, for the clarification.

Dear Steliosa,

I'm afraid that if you haven't completed the required Skype verification call we can't proceed with this case. Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear Steliosa,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.