Leon Casino - Player's account has been blocked.

I'm from Greece and I just made my first deposit in your casino 20 euros via skrill immediately after my account was locked with the result that I lose my money. I want my money back or the account to be opened. Thank you

Dear alexandrostzev,

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. Do I understand correctly that you did not place any bets and €20 is being held in your casino account?

Have you tried contacting the casino regarding this issue? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

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

I never played! as soon as I made the deposit through skrill the bookmaker just kicked me out and when I tried to login again it just said that my account is locked and to talk to customer service, I sent a message to the service but no one has answered me about what it happens . it is the first time that something like this has happened to me in a betting company

And??

Thank you very much alexandrostzev for your reply. I will now transfer your complaint to my colleague Adam (adam.m@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 alexandrostzev,,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Leon Casino to join the conversation and participate in the resolution of this complaint.

Dear Leon Casino,

Can you please provide some insight into what has happened to the player's account?

Kind regards,

Adam

Dear alexandrostzev,

There has been no response from the casino so far. I will attempt to contact them again.

In the meantime, please let me know if there are any developments.

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, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Kind regards,

Adam

Dear alexandrostzev,

I have since made contact with the casino via Skype but they are unable to locate your account with the email you have provided. Can you please confirm the email address used to register at the casino?

Kind regards,

Adam

Dear alexandrostzev,

Thank you for your response. Unfortunately, the casino has not been able to locate an account with this e-mail either.

Is it possible that this is incorrect? Please supply us with any relevant login/registration information so that the casino can find your account in their system.

Kind regards,

Adam

Hello alexandrostzev,

I have passed on three different e-mail addresses to the casino but they are still stating that there are no accounts in their system that have been registered using these addresses.

Are you able to provide any other information that may help locate your account? Perhaps login details, such as a username or an account number? All data will be kept private.

Kind regards,

Adam

Thank you alexandrostzev,

I have set the post to private so it will only be visible to you, the casino, and me.

I have passed the information on to the casino directly, we will await their response.

Kind regards,

Adam

Thank you very much

Dear alexandrostzev,

There has been no further response from the casino. I will attempt to contact them once more.

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, the complaint will become ‘unresolved’ which may negatively affect its rating. 

👍👍

Hello alexandrostzev,

Please forgive my delayed response. The casino did locate your account by the phone number provided and stated that the problem is due to inconsistencies in your personal data for your payment method. They recommended you contact support and they can help you to update your details and unlock your account. Has there since been any development in the situation?

Kind regards,

Adam

Dear alexandrostzev,

Please respond to my previous post and provide an update on the situation. I will extend the timer for 7 days, please be aware that if we do not hear from you within the set timeframe, the complaint will be rejected.

Kind regards,

Adam

I'll check it out during the day, thank you very much

How exactly do I contact customer support when it won't even let me enter the page? as soon as I put in my details it tells me that my account is locked and I don't get any point of contact? what to do ?

Dear Leon Casino,

Please respond and advise the player on how they may proceed if they are unable to access support.

Kind regards,

Adam

Hi,

Our support is available on our website https://leonbets.com/el/ via the contact form (please see the screenshots).

It is necessary to specify your email in the form so our support could find your account.

You will get the answer to your email.

Best regards,

Alexander

LeonGaming Compliance Officer

Dear alexandrostzev,

Have you now managed to successfully contact the casino support team? Please provide us with an update on any developments.

Kind regards,

Adam

Dear alexandrostzev,

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.

Dear alexandrostzev,

It seems that the issue may have been resolved, but as we have had no further response from you to confirm this the complaint will now be rejected as mentioned.

It can be reopened at any time.

Kind regards,

Adam

We’ve reopened this complaint at the request of alexandrostzev. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Leon Casino,

The player states that he contacted the casino as instructed, but has received no reply.

Can you please provide an update on the situation?

Kind regards,

Adam

Dear alexandrostzev,

There has been no response from the casino so far. I will attempt to contact them again.

In the meantime, please let me know if there are any developments.

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, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Kind regards,

Adam

Dear alexandrostzev,

I have still received no further response from the casino, but have now attempted to make contact via Skype. I will therefore give the casino one more week to reply, in the hope that we can find a resolution to this case.

If there are any developments in the meantime, please do let me know.

Kind regards,

Adam

Dear alexandrostzev,

I have made contact with the casino via Skype and I am awaiting a response, so the timer will again be extended.

If there is no reply by the time it expires, the complaint will be closed as 'unresolved' and have a negative effect on the casino's rating.

Kind regards,

Adam

Good evening, I have emailed them 3 times, I have also given my phone number... I have no reply in my inbox. thanks

Dear alexandrostzev,

Has there been any further progress?

Kind regards,

Adam

Dear alexandrostzev,

Can you please provide an update regarding this case? Has the issue since been resolved?

Kind regards,

Adam

Dear alexandrostzev,

Please respond and provide an update on the situation. I will extend the timer for 7 days, please be aware that if we do not hear from you within the specified timeframe this complaint will be rejected.

Kind regards,

Adam

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.