Leon Casino - Player's account is blocked due to a surname discrepancy.

Dear Pranay_kr,

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.

Do I understand correctly that the last name discrepancy seems to be the only obstacle standing between you and your winnings? Could you please clarify what name is displayed on your personal ID and what name you submitted when opening your casino account?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes only because of surname they have blocked my account even after reporting to Coustmer support before Verification to change my surname.

Could you please clarify what name is displayed on your personal ID and what name you submitted when opening your casino account?

My ID Is Displayed by Pranay K****.

And i submitted Pranay G**** on casino account because my full name is Pranay K**** G****.

I apologize, but if your full name is Pranay K**** G****, it should have been used during the registration of the casino account, and it is reasonable to expect it to be displayed on your picture ID as well. Unfortunately, due to the use of incorrect or incomplete information during the registration process, we won't be able to assist you further.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

I had written my correct name but my Google gboard has done mistake and i done the sign up mistakely so please help me also coustom support told me that it will change after submitting my documents.

So please help me.

If this were a typo, it would be reasonable to consider the possibility of making a correction. Regrettably, the issue lies in an incomplete surname entry.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.