HomeComplaintsLeon Casino - Player's withdrawal has been delayed.

Leon Casino - Player's withdrawal has been delayed.

Amount: €15,000

Leon Casino
Safety Index:Above average
Submitted: 08 May 2022 | Case closed : 19 May 2022
Case closed Our verdict

Other

REJECTED

Case summary

2 years ago

The player from Portugal is not able to withdraw their winnings due to ongoing verification. Although the verification was successful, the player played down their winnings while waiting for the verification process to finish. We rejected this complaint as the funds have been played and we have no option to intervene.

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2 years ago
Translation

Good night,


I signed up to LeonBet around the 30th of April and my account had been verified after sending several documents.


I made several withdrawals however I made a gain of 15000€ and then I asked for a withdrawal on 6/05/22 with the amount of 15000€ and I received an email telling me to send additional documents.


I sent my documents and they told me I would have an answer in a few hours. The only response I have now from them is that the process can take between 3-30 business days while my account has already been verified and I can't make any withdrawals.


I enjoyed withdrawing my earnings, and I always get the same response from them. Is the situation worrying me knowing that I have to wait 30 days?


They also erased my entire transaction, withdrawal and bet history, I have absolutely no visibility!


I have seen that Casino Guru has already helped many people with the same situation and I would like to get your help.

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2 years ago

Dear tiagomendes,

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.

Could you please advise which documents have you already provided and when exactly? Would you be so kind as to confirm that you provided all the required documents 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

Hi Kristina, thanks for your quick response!


I sent my identification letter, credit card photos, proof of address, photo holding a paper with ''LEON and the date''.


I still sent more documents to speed up the process if I can help them like proof of my income and also proof of my bank and home accounts.


The entire process was done on 05/06/22, and the first verification was approved immediately on 04/30/22, a few minutes after I registered. And now they tell me it can take up to 30 days?


I saw many forums, many reviews and 95% of players have the same problem as me and it takes months to be treated. I am in a state of panic because they also deleted all my transactions and bets history.


Please help me because I'm desperate, I'm afraid I won't see my winnings because I've never made a big win this way.


Thank you CASINO GURU.

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2 years ago
Translation

Good Morning,


I played again yesterday and this time my withdrawal request increased to €16,000.00 and in the meantime I still haven't heard anything about my verification.


I contacted the chat that tells me that it does not have information about the status of my verification and by email as well but I have not received any response.


Also, I was blocked from the minimum amount of bets in SLOTS and BLACKJACK, I asked the chat what was the minimum amount I had to bet and also, no one has answers. They just mentioned to me in the terms and conditions where it is written that the casino has the right to do this, but that it is not final (it may simply be while I am being verified).


These are the news I have for now,


Thanks for your help.


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2 years ago
Translation

Good night,


I come to give you news about my situation.


Today, my withdrawal that was pending because of verification was voided and I currently have the withdrawal option blocked while before I only had the withdrawal pending authorization.


I received an email this time confirming that my account is being verified, in which case I am still waiting.


However, I played quite a bit, my bets at SLOTS or LIVE Casino (Black Jack, Crazy Time) were limited to a total of €100.00 per bet.


My balance was €15,000 now it is €22,000. I have locked my daily bets to a value of €1.00 until my account is verified.


So I'm waiting for a feedback by the end of the week to tell you something.


Thank you for your support GURU Casino.


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2 years ago

Thank you very much for the updates, tiagomendes. So let's wait for a few more days and if there is no development, we will intervene.

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2 years ago
Translation

Good morning Kristina,


Thank you very much for your reactivity, I will wait until the 13/05/22 to give you some news about the situation.


Many thanks for your support!

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2 years ago
Translation

Good morning Kristina,


I hope everything is fine with you!


I spoke to the chat yesterday and they tried to contact the security department who didn't give me any status about my verification, they just said again that the deadline is up to 30 days.


Even if the chat agent was very kind to me, I'm disappointed that I have absolutely nothing new about my verification.


Can you help me please ?


file

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2 years ago
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Also, you can see here that my account was already verified on 30.04.22.


Thanks for your help Kristina!


file

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2 years ago

Thank you very much tiagomendes for your cooperation so far. I will now transfer your complaint to my colleague Tomas (tomas@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 tiagomendes,


I will assist you with the complaint from now on. As Radka and Kristina told you before, additional security checks for higher amounts are often necessary and no casino takes them lightly.


I would like to ask the representatives of Leon Casino to join the discussion and comment on the situation with tiagomendes' account.


Leon Casino, when can tiagomendes expect the security check to be completed and withdrawal processed?

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2 years ago

Hi Tomas and Casino Guru team,


The client's activity required a check before his withdrawal could be processed as well as an additional KYC procedure was deemed necessary by our security department.

The limitations in games mentioned by the client were set in accordance with our Rules.

Unfortunately, the player lost all of his winnings while he was waiting for the verification to be over. The activity has been checked and the account is now verified.

We are sorry to see that the player decided to leave our service and close his account.

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2 years ago

Hello all,


Thanks to Leon Casino for the reply,


Tiago,


Please understand, that the player is the only one responsible for their account, active balance, and all the bets taking place. In case you play down your winnings, sadly there is no option for us to help you further.


Please let me know if the information from the casino representative is accurate. 

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2 years ago
Translation

Hi,


Everything was absolutely clear and thank you very much for your help, you can withdraw the complaint if possible.


Thanks for everything !


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2 years ago

Tiago,


Although you managed to complete the verification successfully, in the end, we weren't able to help you withdraw your winnings. As the balance was played down, we cannot continue to help resolve this case and will have to reject the complaint.


Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with any other casino in the future. We are here to help.

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