The player from Brazil had participated in 4 tournaments, had won prizes in each, and should have received a total of R$1050. However, the casino not only altered the payment dates and rankings but also paid only a part of the winnings without any details. The player had complained that the lack of transparency and significant changes in terms and conditions after tournaments ended were unfair. The player had provided all the necessary records and screenshots to support his claim. However, we found that while the casino did misinform the player about his tournament placement initially, it was not intentional deception. The casino had paid most of the player's winnings, and the discrepancy was due to a delay in information sharing because the tournament was not organized exclusively by the casino. Therefore, we rejected the complaint as unjustified.
Leon Casino - Player's tournament winnings are partially missing.
Amount: 550 R$
Leon Casino
Safety Index:Above averageUnjustified complaint
REJECTED
Case summary
I participated in 4 tournaments that started in November 2023 and ended on 03/12/2023, in which I won prizes in all four. You'll find the photos attached.
The total prize money I should have received is R$1050.00.
The payment promise was 14 days later, according to the Terms and Conditions of the Tournaments, which would have been on 17/12/2023.
Without prior notice, on the date 17/12/2023, Leon edited the tournament descriptions, removing the information about my win, and changed the payment date to 31/12/2023. They did this in conjunction with a list of winners that was never even publicized.
What's really unsettling is that, after the tournament ended, and with the payment supposed to be processed 14 days later (which is already a lengthy timeframe, but I accepted it because it was mentioned in the terms), they edited the image that was recorded in my account with my position and altered the payment date to 31/12/2023.
Concerned about this confusion, I took and saved screenshots of my rankings along with the support team's confirmation.
In summary,
I received $500 on 20/12/2023 and $250 on 21/12/2023.
However, there was no notification or email telling me which tournament the winnings were from. I was still missing $300 and the money just showed up in my account on one day, then the next, without any details.
When I contacted support, they told me that I wasn't in the winning placement for one of the tournaments and my prize was smaller.
I wonder, how can they determine this? They don't publish a list of winners, the terms and conditions state that the ranking is updated in real time, and they themselves, confirmed my placements, but when it came to paying they changed the date and simply stated that my position was different, 17 days later. What? Am I crazy or am I blatantly being ripped off?
Attached are the photos of the terms and conditions before and after they were edited (by Leon)
As well as my positions before and after they were edited (by Leon)
And also the support team confirming my positions before and then telling me something different afterward without any explanation.
Dear poivon,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Leon Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Have you asked the casino for an explanation for the discrepancies in the information displayed?
- What response have you received?
- Could you please share relevant records of your withdrawal history from your casino account?
- You can post screenshots here or send the information to my mail at tomas@casino.guru
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
The current amount in dispute is R$250.00.
Casino Leon paid me a tournament of R$50.00 this afternoon.
As he had already paid two more correctly worth R$250.00 each, 3 tournaments out, correctly paid by Casino Leon, despite after the informed date.
The current problem is with the Namibia Tournament where my prize and the record I have of my placement, as well as Casino Leon itself, which confirmed my positions via support chat, changed my placement, reducing my prize.
Casino Leon itself confirmed my placement last week, and yesterday on 12/22 it changed the version and said that my placement was different.
My prize was supposed to be R$500.00 and Casino Leon paid me R$250.00.
The other 3 tournaments were resolved and paid correctly.
I received R$800.00 .. Where should I receive R$1050.00
All records and photos were sent to your email Tomas.
I hope that Casino Leon amicably solves my problem, as I really like the Platform until this problem was created by themselves.
Below are images of two versions that the casino itself gave me, along with a photo of my placement.
Thank you very much, poivon, for providing the necessary information.
As the casino explained the correct placement of your place in the tournament is 56th and not 45th, and this information was not communicated to you in a timely manner.
However, we can't ask the casino to grant you any win if, ultimately, you are not eligible for it.
Please let me know if I overlooked any information, otherwise I'll close the complaint.
After the casino itself confirmed my position at the end of the Tournament and also through support and weeks later without details saying anything else, my complaint is not valid?
I sent it to you in the email that made all the photos available.
Dear poivon,
I am sorry you were repeatedly misinformed about the result of your placement with the tournament but since the tournament wasn't organized exclusively by the casino, we understand some information sharing might have been delayed. We accept the explanation you received from the casino, as it didn't seem that the casino purposefully misled you, proof being the payout of most of your winnings.
After gathering the necessary information we'll reject the complaint as unjustified. Even though we couldn't help you don't hesitate to contact us in the future if you come across issues with any online casinos.
