The player from Germany reported that although all her deposits had been debited from her bank account, she had only received a part of them on the casino site. Despite reporting the issue and sending the necessary documents, the casino claimed to find no errors. The player was advised to wait a few weeks and forward payment confirmations. However, the player stopped responding to further requests for information. Consequently, the complaint was rejected due to the inability to investigate further.
Leon Casino - Player's deposited funds not fully reflected in casino account.
Amount: €120
Leon Casino
Safety Index:Above averageSafety Index
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7.9
Leon Casino has a Safety Index of 7.9, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 months ago
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7 months ago
Translation
I've made several deposits, and while all were debited from my bank account, I only received a portion of them on the website. I reported it, sent all the necessary documents, but in the end, I was told that they couldn't find any errors.
Automatic translation:
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7 months ago
Dear Laurentiu,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Nick
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7 months ago
Translation
You've been pushing me back and forth the whole time and nothing is happening. I've already submitted all the documents and you say there are only 6 transactions even though there are 7 transactions on the documents
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6 months ago
Dear Laurentiu,
We are not pushing you anywhere as we are not the casino.
Please be sure to wait at least a few weeks after sending the documents to the casino for them to locate the lost funds and add them to your account. You can also forward the payment confirmation to nikolas.b@casino.guru along with the deposit history from the casino.
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6 months ago
Translation
Hello Nick, the people from Leon Casino have closed the case because they found no errors
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6 months ago
Dear Laurentiu,
Please forward your deposit history from your payment provider and from the casino to nikolas.b@casino.guru.
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6 months ago
Dear Laurentiu,
Can you please point out which payments were made into the casino? Also please forward the deposit history from your casino account.
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6 months ago
Translation
Hello, unfortunately I can no longer access this, my account is closed and I do not want to have any more contact with Leon Casino
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6 months ago
Dear Laurentiu,
Do you wish to close the complaint as you are no longer interested in the casino?
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6 months ago
Dear Laurentiu,
Please point out which payments from your bank were sent to the casino. Also if possible, please forward the full history from March.
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6 months ago
Translation
Hello, I have sent this to you by email
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5 months ago
Dear Laurentiu,
I haven't receive any new e-mails from you apart from the first one. Please forward the full history from march pointing out the payments from and to the casino.
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5 months ago
Dear Laurentiu,
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.
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5 months ago
Translation
Hello, there is no transaction history because my account at Leo Casino is closed. The casino debited 471€ from my card on 29.06.2024 although my account has been closed since 24.05.2024
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5 months ago
Dear Laurentiu,
We do not need the deposit history from the casino but your payment provider - proof of your claim that money has been sent to the casino after your account was closed. You did provide only a statement from May.
