HomeComplaintsLeon Casino - Player’s struggling to withdraw their winnings.

Leon Casino - Player’s struggling to withdraw their winnings.

Amount: 80 R$

Leon Casino
Safety Index:Above average
Submitted: 02 Jun 2022 | Resolved : 20 Jun 2022
Resolved Our verdict

Case closed

RESOLVED

Case summary

1 year ago

The player from Brazil is experiencing difficulties withdrawing their funds. After player confirmation about casino managed to resolve the issue, we closed this case accordingly.

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1 year ago
Translation

I can't get my money back to my private account. The site does not provide this link. How can I withdraw my money and close my account?

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1 year ago

Dear fabianocristeli,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, that without verifying your account, you won’t be entitled to any withdrawals.

However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

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1 year ago
Translation

Good morning, thanks for getting back. Yes, my account has been verified, it's Fabiano C. I haven't been able to contact anyone from León so I'm contacting you. I looked through all the links in the app for the option to redeem my money and I didn't find it. There is only the option to make a new contribution. Another important point, their APP appears as Betano and this casino is another. I don't know if other people are having the same problem.

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1 year ago

Thank you very much, fabianocristeli, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@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.  

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1 year ago

Hello fabianocristeli,


I will assist you with the complaint from now on. I will contact the casino representative in order to learn more about the issue and see how I can help.


Leon Casino,


could you advise why the withdrawal is not possible for fabianocristeli?

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1 year ago
Translation

Good Morning! I would like to know how to proceed to withdraw my money, I cannot find this function in the APP. Grateful

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1 year ago

Hi, Tomas and Casino.Guru team.


Honestly, I don't see that the customer tried to solve this problem with our support first. I see that he started one chat and then didn't answer any questions from our operator in that chat so the chat was closed after a timeout. The customer can contact our support either via chat or by opening a new support ticket using a contact form. I'm not sure what's the problem with the client's withdrawal since he didn't provide any screenshot or description. I suggest that the client tries to solve the problem via support before opening a complaint.


Also, I see that the account registered with the specified email hasn't been verified.


Best regards,

Alexander

LeonGaming Compliance Officer

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1 year ago
Translation

My dear Alexander,

how do i redeem my money?

I ask you to inform me only how to proceed?

In my contact I was waiting for 5 me in the chat and then I gave up. On other betting sites you can easily find the link to redeem, which is not the case with Leon's app. I'm waiting. Thank you and have a good time.

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1 year ago
Translation

In time, I still couldn't understand why Leon's APP is the symbol of Betano. It confused me because my interest was to open an account at Betano and not at León. Then I found out that Betano only has a website, no app.

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1 year ago
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I tried again via Chat and I was told the way: "go to My account / withdrawals (withdrawal)". I processed the redemption request now and wait for the amount to be received within 2 hours. Thanks to Casino.Guru for their help.

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1 year ago

Hello fabianocristeli,


I am not sure what the problem is, could you share screenshots of what you are describing? Feel free to post them here or send them to my email at tomas@casino.guru


Much appreciated!

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1 year ago
Translation

Dear, the problem was solved by Leon, thank you for your help. You can close the call. Grateful

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1 year ago

Dear fabianocristeli,

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation, and 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.

Best regards, Jozef

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