The player from Germany had the account blocked for an audit after accumulating a substantial win. Later, the additional verification was concluded and the player's access to his account was fully restored. He was allowed to withdraw his winnings. The complaint was closed as 'resolved'.
Leon Casino - Player’s account has been blocked and audited.
Amount: €7,000
Leon Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
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Hello CasinoGuru!
I really hope that you can help me here!
I became aware of Leonbets through the "very good rating" here.
I deposited around € 1700 at Leonbets.
I played something with it and won something, of which I paid out € 1250 and used the rest of the winnings to complete sports betting.
For the payout, I had to verify my account, which worked within a few hours (I sent 5 pictures in total).
I won about € 19,000 from sports betting over the same weekend.
I requested a withdrawal of € 15,000.
After that, however, I could no longer request a payout because suddenly (2 days after I was told that my account is verified !!!!!) I have to send another picture for verification.
I did this.
In the email I received it said that the additional verification would take an average of 3 days, but in exceptional cases it could take 30 days.
The question arises why the first verification worked within hours and why there was no such information in the first email.
The notice with the 30 days only happened after I requested a payment of € 15,000, which in itself is very dubious.
Why does a single image suddenly take 30 days to verify?
But so far so good.
After waiting 3-4 days, I still had no information that my account was verified and I also had to find out that I can no longer request withdrawals and my withdrawals that have already been made have been completely canceled!
That you have to wait accordingly is okay, but not that you cannot request a single payout over such a long period and all payouts that have already been requested are simply canceled.
All taking into account that my account has already been verified, but 2 days later this was suddenly no longer sufficient!
I think this casino is really great and would like to continue playing there. But playing in the casino is only fun if you are treated properly with regard to payouts.
In total, I still have € 13,000 available and I won't move it any more.
There is still a sports betting pending ..
I hope that CasinoGuru can mediate here, especially because this casino is really good and should like to keep the good rating.
I am happy to withdraw my complaint ...
Kind regards, Simon
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2 years ago
Dear Simon,
Thank you very much for submitting your complaint. As you might know, our forum Casino.Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to a sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint. If it is convenient for you, we can continue our communication through emails. My email address is petronela.k@casino.guru. Please let me know how you would like to proceed.
Thank you very much for your understanding.
Best regards,
Petronela
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2 years ago
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Hello, Thanks for the quick reply!
The profits result from sports betting as well as from the casino / slot area.
My account was not blocked either, only the withdrawal option!
I had already received the message that my account was verified. Shortly afterwards, I applied for larger payouts which, however, were rejected after several days due to "additional verification".
I was then very active in the casino area and in the meantime fell back below € 7,000 and now back to exactly € 13,000. This happened exclusively in the casino area.
I would like to at least be able to request the payment.
It would be great if you could at least mediate.
Unfortunately, I only get the information from the casino that it can take up to 30 days for the additional photo to be verified or checked at all .. if it is rejected after 30 days, the verification process takes months, which is really incomprehensible especially since the account was actually already verified ..
Thank you very much in advance!
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2 years ago
Thank you very much, Simon, for your email and clarification. I understand now.
Foremost, allow me to congratulate you on your great win.
Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino. I fully understand your frustration however, please allow me to set the timer for additional 6 days and if there’s no development by Thursday next week, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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2 years ago
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All right, thank you very much 🙂
I work as best I can with the casino and if everything is still normal so far, I will be happy to wait and see!
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2 years ago
Perfect. Thank you very much for your understanding. I will check back with you on Thursday.
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2 years ago
Hello Simon,
Have there been any developments since our last conversation?
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2 years ago
Translation
Hello Petronela,
no unfortunately nothing 🙁
In the meantime I only have 7000 € balance and therefore activated a daily bet limit of 1 €.
Just to see if you would get your money there at all, I would have really liked to have paid out this 7000 € ...
I don't even have the feeling that anything is going on there .. on request you only get the hint about the 30 days waiting time ..
Will you then really receive a confirmation or simply have to start a new verification with another 30 days waiting time?
I hope you can help me
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2 years ago
Thank you very much, Simon, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hello Simon,
From now on, I’ll be taking care of your complaint. I’ll contact the casino representative and see if I can help.
I would like to invite Leon Casino to join this conversation.
Dear Leon Casino,
Can you please state the reason why Simon’s account verification has not yet been concluded and indicate the time frame in which we can expect some progress?
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2 years ago
Hi Simon,
First and foremost we thank you for playing at Leon , and glad you are enjoying our Casino and sportsbook selection.
We apologize for the prolonged process however we still require additional verification of this account.
As per our Terms of Use:
''4.13 Withdrawal requests may be pended during security checks. We may request you to furnish additional identification documents should the previously submitted documents be insufficient. Such documents may include: a photocopy of passport, a digital photo of you holding the passport, utility bills and so forth.'''
6.8 We reserve the right to verify user's playing activity. In some cases such verification can take up to 30 working days. During the period of verification processing payments from this account will be suspended.
We will try our best to speed up the process and kindly ask the player for patience and cooperation.
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2 years ago
Translation
Hi there,
I can understand that the corresponding checks are necessary and that makes sense.
Nevertheless, I would have two more questions about it, which I cannot understand at all in this context.
- Why did the first verification for 5 images take less than two hours and now it took 2 weeks for a single image?
- And it is absolutely incomprehensible that the additional verification of this single image does not take 48 hours! was requested after the initial verification was completed. Why is an account accepted as fully verified if it does not last for 2 days? There were no additional deposits with other deposit methods or other changes! What has changed in this very short period of time?
And worst of all, I don't even get an answer as to whether the submitted picture is sufficient. If I had the certainty that the verification was then completed, it would be ok.
But unfortunately, under these circumstances, Leonbets can start the verification process over and over again, so that we are talking about many months at the end!
And initiate a new process for every new win ...
The whole process is extremely questionable.
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2 years ago
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It's a shame that I don't get an answer to that!
I only get the same answers by email, so that the responsible team will get back to you as soon as possible ... .. Now for over 2 weeks 🙁
The 6.8. also refers to the Money Laundering Act .. I have only made ONE single deposit at this casino so far!? Can I possibly help? I've documented everything exactly and I'm happy to help!
In no casino that has received a good rating from CasinoGuru, I have seen such a process so far .. the experience there just turns into disappointment!
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2 years ago
Hi Simon
As promised last week we have put top priority on your case and managed to speed up your verification for this week. We tried to call you multiple times yesterday in order to progress with the process however we did not manage to reach you at different times of day and evening.
We have sent you a direct message to confirm your contact details and we will try our best to have is sorted as soon as we hear from you.
We assure you that the case is being handled on our end,
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2 years ago
Translation
OK thanks.
I have already answered you.
You are still welcome to call me today
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2 years ago
Thank you, Leon Casino, Simon, for your replies.
Dear casino team,
Could you please let us know if there’s been any new progress regarding the issue?
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2 years ago
Translation
I can answer directly myself.
My account has been verified and withdrawals have already taken place.
2 payouts today.
I still find verification by phone unusual. The employee was very, very nice and it worked.
Of course I take back my complaint and thank Casino Guru for the help. I will continue to post reviews here and I am grateful that you are there!
Finally, as I said, Leonbets is a really good casino. Very suitable for me. I hope it will be the only and last negative experience there.
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2 years ago
Thank you for the update, Simon. We’re glad to hear the good news.
Lastly, we'd like to thank you for using the Casino Guru complaint resolution center. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Best regards,
Andrej, Casino.guru
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