The player from Portugal provided documents almost a month ago, but they have not been approved yet. After a short time, the casino replied and stated that the verification had now been completed and that the player had already withdrawn their funds. The player confirmed this, so the matter was resolved.
Leon Casino - Player’s struggling to complete the account verification.
Amount: €6,000
Leon Casino
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Good morning, I come to ask for your help because since 05/02/2022 I have been waiting for my account at Leon casino to be verified. I've already written several emails and the answer is always the same, I suppose it's automatic (the verification on average takes 1-3 days, but it can reach 30). I cannot access my transaction history, and my bets have been reduced. Since the 30-day period ends soon and the casino no longer even responds to my emails, I come to ask for your help.
Automatic translation:
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2 years ago
Dear Marta,
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. I believe that month is more than enough time.
Could you please advise which documents have you provided? Have you submitted all the required documents as soon as possible and in the correct format?
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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2 years ago
Translation
Dear Cristina, yes, I sent all the requested documentation, which was verified and approved on the same day.
When I requested the withdrawal (which at the time was 8000 euros), a new photograph of me was requested, next to the site's profile page (account number and current balance visible), with the citizen's card in hand, with a paper with the written word Leon and date. I sent this photo on 05/02/2022 at 15:00, and it was requested at 14:11. All other requested documents were sent correctly and verified.
Thank you.
Automatic translation:
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2 years ago
Thank you very much for your reply, Marta. Before we move forward with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.
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2 years ago
Translation
Thank you, Christina. I will send by email.
Automatic translation:
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2 years ago
Thank you very much Marta for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Hello Marta,
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?
Kind regards,
Adam
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2 years ago
Translation
The casino sent an email to schedule a video call for 3f 31/05, which is exactly when 30 days pass from the verification deadline. I hope everything gets resolved by then. I will give feedback. Thanks
Automatic translation:
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2 years ago
Hi Casino.Guru team,
The account has already been checked and verified within 30-day period as it stated in our T&C. The player has already withdrawn her funds. In accordance with our Terms, some gaming limits have been set for the account.
Hope this will help to resolve the case.
Best regards,
Alexander
LeonGaming Compliance Officer
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2 years ago
Thank you for the update, Alexander and Leon Casino.
Dear Marta,
Can you please confirm that the matter has now been resolved?
Kind regards,
Adam
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2 years ago
Dear Marta,
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
