HomeComplaintsLeon Casino - Player's bonus has been incorrectly credited.

Leon Casino - Player's bonus has been incorrectly credited.

Amount: €40

Leon Casino
Submitted: 15 Jan 2025
Case opened Current status

Waiting for Casino Guru to reply

5d 17h 28m 5s

Case summary

The player from Germany encounters an issue with a €40 deposit bonus, receiving €80 in bonus money and €0 in real money instead of the expected distribution. He seeks to cancel the bonus due to incorrect information given by customer support.

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Translation

I specifically asked in the chat if the €40 deposit bonus wouldn't be fully credited to the bonus account, but instead, like always, €40 in real money and €40 in bonus money. I was informed that the bonus would be credited only once. However, contrary to what was said, the double bonus amount was credited, so now I have €80 in bonus money and €0 in real money. This can't be right, can it? If I receive incorrect information, shouldn't the bonus be cancellable if I don't want to play with it? Also, Tamara refused to escalate my issue to a manager, claiming there isn't one available. Please help me, as the bonus is expiring soon—what should I do now?

Automatic translation:
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Dear harryfischer110182,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Leon Casino.

  • From our point of view, if you wish to accept a bonus, the expectation is you will need to complete bonus wagering.
  • From our point of view, it doesn't matter whether the balance appears as bonus money or real money plus bonus money in most cases, and can't argue with the casino to change this aspect of how the bonus works.
  • Could you please share your conversation with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

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Translation

I was previously told that if I deposit 35 with a 100% bonus I would receive 35 bonus money and therefore 35 real money with no max cashout restrictions. The bonus has max cashout restrictions of 4x bonus amount and can only be used on 5 slots. I deposited 40 and received 80 bonus money but was previously told differently, I specifically asked before depositing and received this attached answer. So now I would have to wager 3200 for a max cashout of four times the bonus amount, I would never deposit for an offer like that. And I cannot understand why the support can no longer remove the unused bonus even though they gave me incorrect information. And apparently there is no manager who is ever available. Send your incorrect answer as a screenshot. Thank you very much for your effort and quick response

Automatic translation:
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Thanks for your response.

Based on your conversation, the live chat responded in providing information about a match bonus. I can't conclude the casino promised you the balance would be split between real and money balance from the conversation you provided.

Have you began wagering the bonus since your last post?

Please let me know.

Waiting for approval
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Translation
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

Casino Guru is examining the case

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