A player from Germany reports that while all her deposits have been debited from her bank account, she has only received a part of them on the casino site. Despite reporting the issue and sending necessary documents, the casino claims to find no errors.
Leon Casino - Player's deposited funds not fully reflected in casino account.
Amount: €120
Leon Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case opened
Current status
Waiting for Casino Guru to reply
1d 23h 16m 31s
Case summary
5 days ago
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1 month 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.
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1 month 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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1 month 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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1 month 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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1 month ago
Translation
Hello Nick, the people from Leon Casino have closed the case because they found no errors
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1 month 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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1 month 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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1 month 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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3 weeks ago
Dear Laurentiu,
Do you wish to close the complaint as you are no longer interested in the casino?
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2 weeks 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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1 week 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 days 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.
Casino Guru is examining the case
