Leon Casino - Player's account has been closed previously.

Hallo,

am 01.01.2024 wurde mein Account bei Leonbet geschlossen, weil ich eine Sperre für immer aufgrund von Spielsucht beantragt habe. 6 Monate später haben sie meinen Account wiedereröffnet und ich konnte wieder Einzahlen.

Das Casino kooperiert nicht und lehnt auch jegliche DSGVO Auskunft ab. Mit teilweise abstrusen Argumenten, dass sie dazu nicht verpflichtet wären.

Meine Rückforderung wurde auch ohne jegliche Eskalation/ Betrachtung von einem Support Mitarbeiter abgewiesen.

Ich fordere das Casino auf meine Verluste zurückzuerstatten, da eine Wiedereröffnung nicht hätte erfolgen sollen, da ich eine Sperre für immer aufgrund meiner Sucht gefordert hatte.

Ich bitte die Screenshots privat zu halten. Hoffentlich können sie mir helfen. Vielen Dank

Dear Gambler33,

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.

• Have you received a response to your self-exclusion request or confirmation from the casino regarding the closure of your account due to addiction?
• How did you find out that your account had been reopened?
• Could you please share your communication with the casino regarding the self-exclusion request? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Please leave the screenshots unedited to clearly display all details.

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,

Dominika

Guten Tag, ja ich habe eine Bestätigung erhalten. Einzahlungen waren ebenfalls nicht möglich vorerst.

Mir wurde eine E-Mail geschickt, dass mein Selbstauschluss Zeitraum abgelaufen sei, um mich zurück zu locken. Dabei hatte ich ja gar keinen Zeitraum gefordert, sondern eine Sperre für immer, aufgrund von Sucht. Sie hätten mich für immer sperren müssen. Ich finde es auch nicht vertretbar jemanden für einen kurzen Zeitraum auszuschließen, wenn er eine Suchtproblematik kommuniziert.

Ich habe meine Selbstauschlussanfrage weitergeleitet.

Viele Grüße

Dear Gambler33, thank you for the information provided.

Could you share the casino's response to the self-exclusion request and the email notifying you of its expiration? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Hello,

I have forwarded the documents from the chat.

They didnt close my account forever as requested. Also only a short exlusion is not a solution when mentioning gambling addiction.

Best regards

Dear Gambler33, thank you for the information provided.

Could you please provide the full chat transcript from the last email?

Hallo ich habe den gesamten Chat per Email verschickt.

Dear Gambler33, did you fill out the Kahnawake form provided by the casino to request permanent self-exclusion?

Guten Tag,

nein das Formular hatte ich nicht ausgefüllt, da ich eine Forderung aufgrund von Sucht für immer beantragt habe. Dort ist ein Selbstausschluss für immer ja selbstverständlich. Den Selbstausschluss habe ich auf der Plattform beantragt.

Thank you very much, Gambler33, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.

Hello Gambler33,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Leon Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Dear Casino Guru Team,

According to our Responsible Gambling Policy, to permanently exclude themselves, a player must submit a Comprehensive Self-Exclusion request. The player was informed of this option after a 6-month self-exclusion was applied to their account.

You can read our Responsible Gambling Policy here:

https://leonbets.com/responsible-gambling

Best regards,

Alexander

Leon Compliance Officer

Dear Leon Casino,

In the terms and conditions you have provided us, I have found the following information:

"Self-Exclusion

Should you require a break from online gambling, we have provided a self-exclusion facility that can be accessed using the 'Manage Deposit Limits' page. If you set your deposit limit to 0 with effect for six months, this has the meaning of temporary self-exclusion, and our system will not allow you to lift it until the 6-month period has expired. If you set the '0' deposit limit indefinitely, this will be a permanent self-exclusion that will effectively bar you from playing on our website forever.

Self-exclusion is aimed as a strong intervention tool when the problem becomes compulsive. Don't hesitate to contact customer service if you require any additional information or assistance in managing your account limits. You can request self-exclusion by sending a written notice to our support team and we will address it right away. Remember that you may not request the lifting of your deposit or wagering limits before the end of their effective period.

Comprehensive Self-Exclusion

Customers who have acknowledged that their gaming activities have become a problem and who wish to permanently exclude themselves from participating in further gaming activities may do so by submitting a Comprehensive Self-Exclusion Request form with the required personal information and government-issued identification, to the Commission. Please ensure that you read this form carefully before submitting it. After verifying your request, the Commission will take the necessary steps to have you permanently excluded from all interactive gaming sites that are licensed and regulated by the Commission.

Once it is effective, your voluntary self-exclusion is PERMANENT AND IRREVOCABLE."

Do I understand correctly that even if the player sends a self-exclusion request while expressing their wish for permanent account closure, the account will be closed for the maximum duration of six months? The only way of permanent self-exclusion is for the player to fill the Kahnawake form provided by you and sending this form to the authority?

Dear Casino Guru team and Michal,

Yes, that is correct. If a player requests self-exclusion via our platform, the duration for this exclusion is six months. After this period, the exclusion is lifted. However, for permanent self-exclusion, the player must submit the Comprehensive Self-Exclusion Request form to the Kahnawake Gaming Commission. "Players are always informed about this option when the 6-month self-exclusion is set for their account.

Best regards,

Alexander

Leon Compliance Officer

Dear everyone,

Since it was established that the player was clearly informed about the steps needed for permanent self-exclusion, as soon as the 6 month self-exclusion period was applied to his account, I have no other option but to reject this complaint.

In this case, the procedure needed for permanent self-exclusion, as set by the casino, was not followed. The player needed to send a filled Kahkawake authority form to the regulator, which did not happen.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.