Leon Casino - Player's account verification is delayed.

They won't verify my account, telling me that my ID is 10 years old, while I've had it for only 4 years. I asked if I could use my passport for verification, but they haven't responded.

Dear mkmt9hz4nt,

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 take KYC lightly.

• Could you please confirm what is the issue date and expiry date of your ID document?
• Could you please share the communication between you and the casino support team trying to resolve the issue?
• My email is tomas@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,

Tomas

I have emailed you my ID

Hello mkmt9hz4nt,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear mkmt9hz4nt,

I appreciate your patience.

• Has the casino reconsidered its stance on the provided document?
• Have you provided your passport to the casino for verification? Was it accepted?
• If the issue persists, please forward your interaction with the casino to my email at tomas@casino.guru

Dear mkmt9hz4nt,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.