Leon Casino - Player’s struggling to complete account verification.

Dear,

I am a player in LEON bet,I have not opted any bonus while depositing the amount,I have won big on last Friday(22/04/2022) in crazy times Pachinko,1000x amount of 1000 INR bet,I have applied for withdrawal on same day,after that they asked for KYC verification,i have submitted all my documents on the same day,they said that it will be verified with in 3 working days,or it may take longer to 30 days.after 2 days all my withdrawal were reversed,i couldn't able to see my casino transactions,like deposit,winings and all,only balance is visible in the application.While asking customer care they are telling me to wait till the verification get complete.thay are not telling any time frame.am in a doubt that weather i will be get paid or not.request you to kindly look into the situation and do the needful ASAP.

Regards,

Aravind

Dear arunambiyapanda,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

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

Best regards,

Petronela

Dear Petroneia,

Thanks for helping me on this.

No reason has been given by the casino why the delay is happening in verification,only thy says the verification will take up to 3 working days,in some case it will take upto 30 days.This is what I get the reply every time.kindly help me on this.

Regards,

Aravind

Thank you very much, arunambiyapanda, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Petronela,

Thanks for your response,yaa sure.

Hello arunambiyapanda,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Leon Casino to join the conversation and participate in the resolution of this complaint.

Dear Leon Casino,

Can you please provide an update on the status of the player's verification?

We would like to ask Leon 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi,

Sorry to interrupt,

I have been asked for video verification today and verification has been done successfully,now i could able to withdraw,and all my transaction are visible,now i came to know why this process will take this much time,their aim is to make the money reach to the correct person,I really appreciate Leon regarding this,and in future i like this casino worth playing and i recommend too

Once again thanks for Casino guru and team.Now i request you to take back my complaint.

Hi Casino Guru team,

The player just passed our video verification today. The account is verified. He can now freely withdraw his funds.

Hope this is enough to resolve the complaint successfully.

Thank you Leon Casino for your response.

Dear arunambiyapanda,

I'm glad to hear that your issue has been resolved. I will now mark the complaint as 'resolved' in our system.

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Adam