Leon Casino - Player’s account has been unjustifiably closed.

Hallo,

Das Casino hat unberechtigterweise mein Konto einfach geschlossen, nur weil ich mich schnell genug gemeldet habe.

Ich habe bereits mich per Kamera verifiziert und Dokumente geschickt, aber es wird immer wieder was Neues verlangt.

Dear bueskay,

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? 
• 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

Hallo,

super unfair.

Das Casino hat jetzt einfach mein Konto geschlossen, weil ich zu dem Termin keine Zeit hatte.

Ich gehe arbeiten!

Ich habe die Verifierung nicht zu 100% anerkannt bekommen, OBWOHL ich alle Dokumente und Video.Ident gemacht habe.

+ das geforderte Selfie mit Datum und dem Login-Bildschirm mit meinem Guthaben abgebildet.

Das fühlt sich alles sehr wie Schikane an

Thank you very much, bueskay, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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 in the near future.  

Hello, bueskay,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear Leon Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why has the user's account been closed, and what happened with the disputed winnings? What steps should the player take to unblock the account and/or withdraw her winnings or deposit(s)?

If we are talking about a breach of the casino's Terms and Conditions, feel free to send the necessary supporting evidence to my email address (branislav.b@casino.guru) if needed.

Thank you in advance for providing the information.

Dear Casino Guru team,

On March 26, 2024, we sent an invitation and details for a video verification session to the customer. The invitation also included the following warning:

"In case of any violation of the 7 days period established for video verification, your account will be permanently blocked without the possibility of further use.

This stage of verification is carried out in accordance with section 6 of the Terms and Conditions of the company. Please read clauses 6.1, 6.2 and 6.5 of the Terms and Conditions before going through video verification."

The client did not contact us within the following 7 days to reschedule the session. In this case, the verification is considered failed, as specified in the letter.

Please let me know if you have any further questions.

Thank you for your assistance in resolving this case.

Best regards,

Alexander

Leon Compliance Officer

Dear Leon Casino team,

Thank you for the explanation. Yes, a few more questions arose.

Did the casino send only 1 email regarding a verification video call? Were there any other attempts to contact the player about it? What was in the subject of the email? We can ask the player to find the email and provide a reason why he has not answered it.

Are there any other obstacles to letting the user complete his KYC/verification? Were any other rules breached?

Did the player provide all the documents that the casino requested from him?

From our point of view, we are able to accept such a solution for situations when players do not complete their KYC within approximately 1 month, and we accept when online casinos have rules with such a period stated in their Terms and Conditions. However, even if players are not able to complete it within 1 month for some reason, but would like to fully cooperate to pass it, we usually do not see any problem with that even after 1 month period expired. If players are able and willing to verify themselves, we do not consider an exceeded 7-day period for verification video call (which falls under the KYC process) a justified reason to block/close their accounts and/or confiscate their winnings.

If the user delivered all the requested documents for verification and the casino sent him only one email asking for the verification video call (which could have been simply lost/overlooked since we know that emails may fall into SPAM or junk folders, or there was any other reason), would the casino be able and willing to provide him with a chance to complete the KYC?

Now, we are in direct contact with the player through this thread, so it should be easy to instruct the player or agree on a call directly here.

Looking forward to hearing from you.

Dear Casino Guru,

Here are the answers to your questions:

Did the casino send only 1 email regarding a verification video call? Were there any other attempts to contact the player about it? 

---

We sent one email invitation for the video verification session on March 26, 2024. The email clearly outlined the schedule and instructions for the session. As stated in the email, the deadline for rescheduling was 7 days later. We did not send any additional email reminders or invitations.

However, the client also received an alert in our service with this invitation on the same day. She could see it as soon as she logged in to our website or application.

What was in the subject of the email? We can ask the player to find the email and provide a reason why she has not answered it.

---

The subject of the email was "Video verification". It was in the same thread as support's previous conversation about the account verification.

Yes, we would like you to ask the player why she didn't answer us since she doesn't claim that she hasn't received our email but that she didn't have time to visit it:

"The casino has now simply closed my account because I didn't have time for the appointment.

I go to work!"

She could reschedule the appointment, as was clearly stated in the email, but decided to write a complaint instead.

Are there any other obstacles to letting the user complete his KYC/verification? Were any other rules breached?

---

There were no other rules breached. However, to clarify, the customer's failure to participate in the video verification session, despite receiving the invitation and the 7-day deadline, was a breach of our verification procedure. As stated in our Terms and Conditions, non-compliance with the verification process may result in account closure and/or the forfeiture of winnings.

Did the player provide all the documents that the casino requested from him?

Yes, the player had previously submitted required documents for verification. However, due to high level of violations connected with the transfer of the account to third parties, our primary concern is the successful completion of the video verification session.

If the user delivered all the requested documents for verification and the casino sent him only one email asking for the verification video call (which could have been simply lost/overlooked since we know that emails may fall into SPAM or junk folders, or there was any other reason), would the casino be able and willing to provide him with a chance to complete the KYC?

---

It is clear from the argumentation of the customer that she received our email but decided not to visit the session rather then overlooked our email.

From our point of view, we are able to accept such a solution for situations when players do not complete their KYC within approximately 1 month, and we accept when online casinos have rules with such a period stated in their Terms and Conditions. However, even if players are not able to complete it within 1 month for some reason, but would like to fully cooperate to pass it, we usually do not see any problem with that even after 1 month period expired.

---

The customer could cooperate with us by sending a reschedule request in response to our latest email. However, the customer failed to reach out to us.

Please review and tell us your consideration on this matter. Let us know if you require any further information.

Thank you for your attention to this matter.

Best regards,

Alexander

Leon Compliance Officer

Dear bueskay,

Since it is clear you received the casino's last email regarding your verification video call but decided to not answer it - can you please explain what was the reason for not answering the casino's email and rather submitting a complaint on casino.guru? I am afraid that not having time for 7 days to answer 1 email is not a relevant or justified reason...

Hallo,

nein, mein Konto wurde geschlossen, bevor ich auf die Email reagieren konnte.

Daher habe ich mich an Sie gewandt.

Und nachdem ich meine Dokumente + die Verifizierungen per Kamera gemacht habe, seehe ich das nach wie vor als Schikane an, mir mein Geld nicht auszuzahlen.

Da nach JEDER erst erfolgreich gemeldeten Verifizierung eine neue Aufforderung kam, habe ich nicht mehr viel Sinn darin gesehen, nur mit dem Casino zu kommunizieren und Sie daher mit eingeschaltet.

Witzigerweise hat man mir anstandslos meine Einzahlung ausgezahlt, aber im Gewinnfall wird verzögert...

Thank you, Alexander, for all the details and clarification.

Dear bueskay,

Can you please share your last communication with the casino, especially the last emails from casino support?

You can post screenshots here (hidden from the public) or forward them to my email (branislav.b@casino.guru).

Hallo,

leite ich Ihnen alle weiter

Thank you for all the forwarded emails, bueskay. I have a question. If the casino would be able and willing to provide you with another chance to make a verification video call, regardless of the date and time, will it be possible for you to attend even if it could be during your working time? We should consider that the casino departments also have some working hours, understandably.

Dear Alexander and Leon Casino team,

Looking at the email from the casino regarding the verification video call, I can see that the casino only stated the date and time of a video call, which should have taken place approximately 1 day after the email was sent. However, the casino did not offer an option to reschedule it. The casino strictly set it up on a particular date and time. Although there was the information about the 7-day period - what does that mean, please? If the casino sends an email with a fixed date and time, which is approx. 1 day, what is that 7-day period good for if a player simply misses the given term?

According to the information in the email from the casino, the player was given a certain period, which is 7 days, to complete the procedure, but the term was set up in 1 day from sending the email. Does that mean that if a player misses a given term, he has another 6 days to complete it anyway?

In addition, all other communication between the player and the casino took place in German, besides the email in question with the details about the verification video call, which was written in English.

After reviewing all the gathered information and details, considering that the user did not breach other rules and it is the only step that prevents her from successfully withdrawing her winnings - could the casino provide her with one more chance to pass a verification video call? If so, could the casino's responsible department contact her via email with instructions on how to proceed and/or with a new term that she can attend? It would also be highly appreciated if it could be written in German as any other emails she received from the casino.

If I overlooked anything essential, please correct me.

We would like to ask the casino to reply to this complaint. We are extending the timer. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Branislav and Casino Guru team,

Here are the answers to your questions:

Q: Although there was the information about the 7-day period - what does that mean, please? If the casino sends an email with a fixed date and time, which is approx. 1 day, what is that 7-day period good for if a player simply misses the given term?

A: A player will still have about 6 days to reschedule the verification. In this case we can see that the player read our message in app/website on the same day that we sent it: on 26/03/2024 at 18:17 GMT. Nevertheless, the player never contacted us.

Q: According to the information in the email from the casino, the player was given a certain period, which is 7 days, to complete the procedure, but the term was set up in 1 day from sending the email. Does that mean that if a player misses a given term, he has another 6 days to complete it anyway?

A: It means, as I mentioned earlier, that the player will have about 6 days to reschedule it.

Q: In addition, all other communication between the player and the casino took place in German, besides the email in question with the details about the verification video call, which was written in English.

A: Our verification specialists who notify players are only fluent in English. This is why the notification has been sent by our specialist in English.

To summarize, after the player read our notification on 26/03/2024, she had the opportunity to:

1) Notify us immediately to cancel the procedure and reschedule it for a later time.

2) Notify us by 2/04/2024 to schedule another session.

The player failed to contact us within the given time.

I'm not sure that the player is genuinely willing to undergo the video verification procedure, since instead of following our recommendations, she chose to file a complaint lacking a genuine explanation of the situation.

Best regards,

Alexander

Leon Compliance Officer

Thank you for the additional information, Alexander. However, it is easy to find it out. If we are trying to solve it within the complaint process, there are only 2 options on how to proceed.

Dear bueskay,

If the casino would be able and willing to provide you with one more chance to make a verification video call, would you agree with that and attend it (after a deal via email)?

However, please note if the casino accepts our recommendation and gives you another chance, in case you fail to cooperate or pass the verification video call, your KYC will be incomplete, and the complaint will be closed/rejected.

Bekomme ich denn dann auch mein Guthaben wieder gut geschrieben?

Dear bueskay,

Yes, if you pass it. However, no one will promise you anything in advance for sure... It does not work like that. The verification video call is a common part of the KYC/verification process. If you are not able to complete it, unfortunately, your KYC/verification cannot be completed, and the account will remain closed/blocked. There is no other option for how to proceed with the verification.

Now, let's make it a bit simpler since I have a feeling you are somehow trying to avoid it.

Please look at the unanswered question from my previous post and answer it.

"If the casino would be able and willing to provide you with one more chance to make a verification video call, would you agree with that and attend it (after a deal via email)?"

However, please note this is the last time I am asking the same question. Therefore, in case you fail to answer clearly and cooperate in resolving your problem, or you will drag the process out by asking other irrelevant questions, take it also as the last warning before the complaint closure/rejection.

Thank you for understanding. Looking forward to hearing from you.

Ja, bin ich.

Aber ich werde ja wohl fragen dürfen, nachdem seitens des Casinos meine Verifizierung immer wieder bestätigt und dann doch aufgehoben und eine weitere Maßnahmen gefordert werden.

Daher möchte ich wissen, ob sich der Aufwand überhaupt lohnt oder man mit sagt, ja schön Sie sind jetzt verifiziert, aber das Geld behalten wir.

Daher ganz klare Frage:

Bekomme ich dann auch mein ursprüngliches Guthaben wieder?

Yes, bueskay. If you pass the other KYC parts, and the only missing piece to complete it is the verification video call, and you also pass it without problems, the casino should restore your account and the remaining balance. Once the KYC/verification is completed (including verification video call) and if no other of the casino's rules were breached, there should not be any further obstacles to restoring everything. However, please note that the casino has the right to ask you for any other additional documents for verification. Since they cannot verify some things in person, it is understandable, and if only providing a few more documents prevents you from accessing your winnings, I strongly recommend you follow their instructions and provide everything they request, even if you have already provided it earlier.

So, let's now do it in the right way. The casino will likely contact you via email regarding the video call in the following days, so I also recommend you answer email(s) from the casino promptly, without any unnecessary delays. If they set up an appointment on a term you cannot attend, let them know about it and arrange a new one, satisfactory to both parties.

Dear Leon Casino Team,

Can you please help us arrange a new verification video call process with the casino and the player, and let us know once it is initiated (email with instructions sent to the player)?

Thank you very much in advance for your help and cooperation. Looking forward to hearing from you.

Dear Casino Guru team,

We will soon provide the customer with another opportunity to complete the video verification procedure. We will notify the customer about the new date and other details via email in the near future. Please ask the customer, on your side. to check their inbox regularly. This will be the final attempt. I will keep you updated on this case.

Best regards,

Alexander

Leon Compliance Officer

Thank you very much, Alexander, for your response, update, and willingness to help us resolve the matter.

Dear bueskay,

As was mentioned, I sincerely believe you regularly check your email inbox since the casino informed us that the process of video verification will be re-initiated.

Please inform us about any news or updates.

Looking forward to hearing from you.

Dear bueskay,

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.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, it will not be possible without the relevant information and details.

Thank you very much, Leon Casino Team, for your help and cooperation. If the user failed to cooperate or pass the KYC after all - I am sorry for wasting your time.

Best regards,

Branislav, Casino.Guru