Leon Casino - Player's bonus payout is delayed.

There was a bonus that gaves 200% of the deposit!!!I made the deposit (100 euros)and they charge me the 200 euro from the bonus!!!The bonus had the crazy amount of 8000 to wager.I complete this target and iwas up 1320.And now the good of the story starts!!!When i complete the task one button appears down at the page that to transfer the ammount to my main accoun!!!I press it and i see at acoount that the gave me 200 euros!!!I went to live help center and the manager of the shift says to me that the ammount is the right and the target of the bonus is to wager 8000 euros in order to receive 200 % of your deposit as a price.We were fighting for half an hour and when i ask him to show the terms of the bonus he told that he can't do this because the offer was for special guests.

Dear xristos25031984,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share supporting evidence regarding the issue?
• Could you please share with me the promotion as it was presented to you?
• Was the reduction of the bonus money recorded in your transaction history?
• Could you please forward your exchange with casino support to my email at tomas@casino.guru for review?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Tomas i already sent 3 mails with all the docs that you ask!!!Thank you in advance my mail is [removed by casino.guru admin]

Good afternoon Tomas did you get the mails that i sent to you???

Dear xristos25031984,

I checked your communication with the casino. https://leon.bet/casino-rules

I also checked the rules of the casino and found this:

6.9. Some bonus campaigns may impose a limit on the amount of bonus funds that can be transferred after fulfilling the wagering requirements. After wagering such a bonus, the maximum allowable bonus amount is transferred from the bonus balance to the main balance, and the remaining funds are written off from the bonus balance.

I understand your point of view, however, please understand online casinos can impose a win limit on bonus play, which is completely in line with how most online casinos offer bonuses. Even though the information about the specific limit might have been kept from you, without evidence we are unable to argue effectively and ask the casino for a higher payout. Please let me know if you have any information on how you were informed about this specific campaign and whether there are any rules you observed when completing the wagering of the bonus.

I'll wait for your reply.

Όχι δεν έχω καμία λεπτομέρεια όπως επίσης δεν μου την παρείχαν όταν τους ζούσα επίμονα να μου δώσουν τους όρους να τους διαβάσω ήταν σαν μπόνους φάντασμα μετά από εκείνο το σκηνικό δεν το ξαναβρήκα σαν μπονους.Το μπόνους υπήρχε σαν Μπάνερ μετά από την κατάθεση μου.Οι κανόνες που τήρησα ήταν να τζιραρω 8000 ευρώ που μου ζητούσε!!!Ρε παιδιά είναι οξύμωρο να σε ζητάνε να τζιραρεις 8000 για να σου δώσουν πίσω 200!!!

Thank you very much, xristos25031984, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello xristos25031984,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Leon Casino to join the conversation.

Dear Leon Casino,  

Upon examining the details, it would be most helpful if you could provide the specific conditions related to the bonus in question. A screenshot of the bonus terms would be particularly beneficial for clarification. If this is not possible to share this publicly please send the information to me at michal.k@casino.guru.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.