Leon Casino - Player's account has been restricted due to prolonged verification.

I created an account with Leon Casino. When I made my first withdrawal, I was asked to provide some documents for account verification. The process took three days, and the withdrawal proceeded as normal. Yet when I attempted to make a second withdrawal, I was asked for additional documents to verify my account again. All of a sudden, I couldn't open any games, place bets on sports matches, view my gaming history, or check my transaction history. I essentially couldn't do anything at all. I contacted support from the very first instance. They replied telling me that account verification usually takes about three days to a month on average. Now, two weeks have passed, and there's been no change or updates. Whenever I ask support, they tell me the same thing - that I have to wait anywhere from three days to a month. I haven't experienced any problem like this with other companies. I'm completely frustrated. Can you help me?

Dear vasiliskrokos1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

I have submitted all the documents that were asked of me from the first moment. identity card driver's license, selfie, proof of address and bank transactions. the strange thing is that in the first withdrawal and account verification I used the account normally until the verification was done, while in the second withdrawal they have it's been 2 weeks and i'm banned from everything. i read that you have solved similar problems in this casino. i hope you can help me. thanks

Thank you very much for your reply, vasiliskrokos1. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Yesterday morning I had a video call for account verification. Today finally after 17 days I'm using the account normally again. Thanks for your time!

I am happy to hear that! Do I understand correctly that we can now consider this case resolved?

Yes, everything is fine, thank you

Dear vasiliskrokos1,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru