Leon Casino - Player's not able to withdraw her winnings.

I have been trying to make a withdrawal and when I click on withdrawal it comes up with:

"Monetary transactions are currently unavailable due to technical issues. Please try again later."

I have contacted online help chat but they are no help. They keep saying to either try again later or that now it is being looked into.

I don't have any issues depositing but withdrawing is a major. This also happened to my initial win prior and was not resolved. I don't feel this is good enough.

I have not been able to withdraw since I joined recently. I am now hesitant with this site. I want my funds that I am not able to get.

Dear Maria,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. What payment method did you try to use? Have you tried to request the withdrawal with an alternative payment method? Could you please confirm that you passed the KYC verification?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Yes I will forward. Also what is KYC verification?

Thank you for your reply, Maria. Verification or KYC (Know Your Customer/Client) is a very important and essential process, during which a casino verifies a player's identity to make sure that the money is sent to the rightful owner. In order to verify the player's identity, casinos request certain documents. Usually, casinos require at least one type of ID (ID, driver's license, passport) and one type of proof of address (utility bill, phone bill, etc.). However, some casinos can ask for bank statements, proof of ownership of the payment method used to make a deposit, various selfies, etc.

Most casinos perform the verification at some point, sooner or later - some casinos don't let players make deposits before they submit documents, other casinos let players withdraw the first or few smaller withdrawals without it, but most often casinos ask for documents at the point of the first withdrawal.

Have you provided any documents to verify your identity? Also, I haven't received anything from you yet, and you haven't answered any of my questions. Could you please get back to my first message? Thank you.

Here is one chat...

Live Chat on 08/04/22Inbox

Support <info-ru@leonbets.com>

Sat, Apr 9, 8:57 AM (2 days ago)

to me

- You (75299788): Has the problem been resolved?

- Operator: Hello

- Operator: Let me check

- Operator: Unfortunately we are still resolving it, I am sorry for the inconvenience

------------------------------------------------------------------------------------------------------------------------------------------

Live Chat on 07/04/22Inbox

Support <info-ru@leonbets.com>

Thu, Apr 7, 4:35 PM (4 days ago)

to me

- You (75299788): Hello I can't withdraw

- Operator: HI, do you get an error ?

- You (75299788): Yes I do

- Operator: can you send me a screenshot please

- Operator: Do you still need assistance ?

- You (75299788): Yes

- Operator: can you send me a screenshot please?

- Operator: of the error

- You (75299788): Trying to upload screen shot

- Operator: okay super

- You (75299788): It says.... Monetary transactions are currently unavailable due to technical issues. Pls try again later.

- Operator: oh okay I understand! In that case you can just try again later =) sorry for the inconvenience !

- Operator: I am happy to help if you have any other questions for me?

- You (75299788): Can you recredit my credit card please

- You (75299788): I am getting the same message all the time

- You (75299788): Have tried logging in on friends phone and same thing. Please recredit my card manually

- You (75299788): Hello

- Operator: it might be due to a technical issue as the error has shown, it would be good to wait a bit and then try again please

- You (75299788): No it has been saying that for over a week

- Operator: oh okay I see, you spoke to my colleague before right

- You (75299788): Yes

- You (75299788): I tried a friend's phone too... Same message

- You (75299788): All I want is my credit card recredited.

- You (75299788): Hello are you there

- Operator: I see the relevant department is still investigating this as it seems, sorry for the inconvenience but for now I can not fix it unfortunately. We would need to await their reply and then we can see how to fix this error. Really sorry for that!

- You (75299788): How long does it take... I would like my credit done manually. I told someone about this a few days ago

- You (75299788): Actually longer

- Operator: I dont think we can do that yet. Please let us wait a few more days. If it still does not work by then, we will can request another option from our payments team

- You (75299788): Why can I deposit but not withdraw?

- Operator: We must investigate the reason for it

- Operator: I can not tell you unfortunately

- You (75299788): Please request another option now.

- You (75299788): Can I speak to a supervisor

- Operator: They informed me that they will let me know once there is a solution to it

- Operator: for now there is nobody else to speak to other than me sorry

- You (75299788): Do other people have the same problem?

- Operator: not that I know, you seem to be the only one

- Operator: its not an easy fix as it seems, thats why its taking longer unfortunately

- You (75299788): I will check reviews.

- Operator: okay sure. We will get in touch with you as soon as we can for sure! Thank you for your patience so far!

- Operator: I am happy to help if you have any other questions for me?

- You (75299788): I will contact tomorrow

- Operator: ok sure, we are always here !

- Operator: Stay safe and have a good day! I would appreciate a good rating =) !

Yes I have verified my account and I still cannot withdraw. The same message appears. "Monetary transactions are currently unavailable due to technical issues. Please try again later."

Please note you still haven’t answered all of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Dear Maria,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.