Leon Casino - Player’s withdrawal has been delayed.

I really appreciate any assistance on this matter. I've been a regular player at LeonBet, where I've had to cancel withdrawals while waiting for verification, but generally I've had a good experience with the casino. Because of this, I chose to continue playing despite past losses. I want to point out that I've been gaming at online casinos for over ten years and this is the first time I've felt that a casino is purposefully delaying payment or has any reluctance to pay out big winnings.

A few weeks ago, I deposited about 1000 euros into my gaming account, which I turned into 1400 euros and requested a withdrawal. Because I'm a verified customer, the whole process went smoothly and I received my withdrawal to my private bank account the next day.

The following day I continued playing and deposited 3500 euros into my gaming account, which I successfully turned into 19275, as shown in the image.

This is where I get the feeling that the casino is doing everything it can to delay the process and seems unwilling to pay me. I've been in daily contact with their customer service but only receive automated replies with no sense of customer care. I'm getting worried as this amount means a lot to me, as my fiancé and I have booked a trip to celebrate my withdrawal. I don't know what to do because the only response I get from customer service is that the security team is working on it. I mean, I'm a verified customer who has deposited thousands of euros and even made a withdrawal just a few days ago, so why the delay if not for their lack of willingness to pay me? This is so unfortunate because other than this, LeonBet is an excellent casino. Please, can someone help me with this?

Dear Johanalex,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Leon Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please advise when exactly you submitted your withdrawal request?

What type of games did you play? Was it a live casino game?

When was the last time you communicated with the casino regarding the check of your winnings?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Johanalex,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.