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

Hi there, I am extremely upset about the service of this company. I have submitted verification documents numerous times and it feels like a bot always responds to me. They give me no responses when I keep inquiring. My money has been stuck in there for over 30 days now and I cannot withdraw. They have blocked me off everything with no explanation! My account number is 75961709. Please resolve asap i want to withdraw its Christmas holidays coming

Dear eatpoutinevancouver,

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.

Could you please advise which documents have you already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

Do I understand correctly that the casino has blocked 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,

Kristina

Yes I have provided. It's been under review for 30 days now. Yes they have blocked me. Including making anymore bets.

I have provided my driver license passport bank statement to validate the deposit.

Hi any updates

Hello is there any resolution. I have not heard back

Thank you for your reply, eatpoutinevancouver. Please note that this is a thread and not a live chat. We have 7 days to reply to you. If we had updates for you, you would be informed about them by now.

Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Just emailed you

I have not heard back. I am starting to think this is all a fraud. Thoughts?

Thank you very much, eatpoutinevancouver, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi eatpoutinevancouver,

I've just reviewed your case and fully understand your concerns about your account being blocked. I will contact the casino and we'll see what can be done to help you.

Dear Leon Casino, I'd like to invite you to join this conversation and take a part in the complaint's resolution. Could you please share more information regarding the player's case? Is it something wrong with the documents the player provided for the verification so their account was blocked?

Looking forward to hearing from you.

Best wishes,

Natalia

I still not got my money. What's your email

I hope you have been reading my emails with them. Alot of disconnect and poor communication. Still not resolved after 2 months. How do you help?

Hi eatpoutinevancouver,

as you can see the casino hasn't replied to the complaint yet, nevertheless it still has time to react.

I've seen your email, which says that you were invited by Leon Casino to pass the video verification. Can you please tell me if you were able to arrange a new time for this procedure since, as I understand, the first attempt failed?

Best regards,

Natalia

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.

They ask me to verify at 2am twice and then told me it was 10am my time, bad communication on time zones. This site is terrible.

Hi eatpoutinevancouver,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Kahnawake Gaming Commission (complaints@gamingcommission.ca) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia

We’ve reopened this complaint at the request of Leon Casino casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The casino provided the information, that the player was on the waiting list for video verification. As soon as he passed it, the winnings were paid out on 27/12/2022.

Dear eatpoutinevancouver, please let us know if you received your funds yet.

I'll set the timer for you for 7 days, hope to hear from you in this timeframe.

Regards,

Natalia

Dear eatpoutinevancouver, I'd kindly like to ask you to confirm if you received your winnings.

If there's no reply from you within 7 days, I will be forced to reject the complaint since we got the information from the casino that your withdrawal was processed but without your confirmation I cannot close it as resolved.

Best wishes,

Natalia

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.