The player from Greece had had issues withdrawing 597 euros from an online casino. Despite multiple attempts and having provided all required documents for verification, his withdrawal requests had been repeatedly declined. The player had been unclear as to why his documents were not accepted. After several communications with the casino's support team, his identification had finally been verified. Consequently, the player had been able to successfully withdraw his winnings. The issue had been resolved and the complaint had been closed.
Leon Casino - Player's withdrawal has been declined.
Amount: €600
Leon Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.9
Leon Casino has a Safety Index of 7.9, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I have made a withdrawal of 597 euros and have followed all the necessary procedures for identification verification in order to receive my money, but all of my attempts have been declined without reason. I have even provided clear photographs and submitted all required documents. Yet, the customer service representative has been unable to provide a solution to ensure that I receive my funds.
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1 year ago
Dear Sterz,
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.
- Could you please explain if your casino account is accessible to you?
- Has the verification process been successfully completed? Have all your documents been accepted?
- What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
- Could you please forward your correspondence with the casino to my email 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
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1 year ago
Translation
Good evening,
I have access to my account
My documents have not been accepted and I don't know why even though I have sent them more than 10 times clean and sharp photos the games I played were crap
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1 year ago
Translation
The identification was done after repeated communications with the support team so I am canceling the complaint thank you very much
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1 year ago
Thanks for the update. Do I understand correctly you managed to withdraw your winnings successfully? I'll await your reply.
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1 year ago
Dear Sterz,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 year ago
Translation
Yes I have received my winnings thank you
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1 year ago
Dear Sterz,
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 issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
