The player from Greece is experiencing difficulties withdrawing his winnings due to ongoing verification. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Leon Casino - Player’s struggling to complete account verification.
Amount: €9,267
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Good Evening
After bonus game I won 9267 euros.
I had not verified the account.
I sent them ID, electricity bill and selfie they were fine.
They asked for my deposit card and they haven't verified it yet. They don't respond to emails.
Automatic translation:
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1 year ago
Dear thanosttt89,
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.
Do I understand correctly that verifying your deposit method seems to be the only obstacle standing between you and successful verification? Could you please advise when exactly you sent this document?
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
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1 year ago
Translation
Good evening Christina!
Thank you so much for being so prompt and kind.
I sent the documents 24 hours ago. The strange thing is that while they accepted the identity card, selfie and electricity bill immediately, they didn't answer me about the bank card.
I would like to attach some documents for you to see.
My name on the identity card is BOLLANO DORIN in Greek and BOLLANO DORIN in Latin. My bank has written on the card in latin ntorin bolanos. I don't know if this creates a problem and the account is not confirmed. I would like to attach photos for you to see. if you can send me an email to send photos of ID and card with covered information numbers to see what I wrote above.
I am thinking as a second option to make a deposit with another bank card that has my name written completely correctly in Latin.
Thank you very much Christina for dealing with my problem.
Edited
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1 year ago
Translation
Good evening Christina
After a complicated process for identification because they asked me for many papers, identification was made!
Thanks again for the interest!
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1 year ago
Thank you very much for your reply, thanosttt89. Do I understand correctly that your issue has been resolved? Can we now close the complaint?
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1 year ago
Dear thanosttt89,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina,
Casino.Guru
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