Leon Casino - Player's withdrawal has been delayed.

Decidi experimentar usar o LeonCasino e realizei um deposito. No final do dia, queria levantar os meus fundos por completo.

Foi-me pedido uma extensa lista de verificações, foto do passaporte, extrato bancario, foto com papel a dizer Leon e data presente. Cumpri com todos esses requisitos rapidamente.

Após isso, recebo um email com uma mensagem a dizer que o pedido pode demorar 3 dias, mas que provavelmente demorará até 30 dias.

Isto preocupa-me pois não me parece nada normal e quero ver o meu dinheiro.

Gostaria de ter a vossa ajuda para resolver isto o mais rapidamente possivel.

Dear jveiga,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise when exactly you requested this withdrawal?
• Do I understand correctly that your documents have not been verified?
• When exactly did you provide them?

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,

Kristina

Good Morning Kristina,

Thank you for your reply.

I requested the withdraw 2 days ago, and after that I’ve been asked for every type of verification.

They asked me for ID photo, bank statement, photo with a paper saying leon and with their profile page, etc. Their last communication with me said that it could take up to 30 days to verify my account.

I did provide everything minutes after they asked.

It seems really strange to me as an experienced better in other casinos and I am worried about my money.

Thank you for your reply, jveiga. 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 take KYC lightly and it might take a few working days to complete this thorough process.

Therefore, I would recommend that we give it a few more days so that the casino has enough time to process your documents. I will leave this complaint open, so please keep me updated.

Hello,

I thank you for your attention on the case. I still don't have any news about my withdraw.

Good morning,

Still any news from them.

Dear jveiga,

Has there been any news since our last conversation? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Good morning,

I received an email from Leon this morning inviting me to participate in a videocall. Let's hope this is the moment we solve this problem.

Regards,



Alright, hopefully, the call will be successful. Please keep me updated.

Did the video call yesterday. They made a lot of questions, something that I never saw happening before.

They told me I would be informed by email.

Was the casino specific about the time needed to review the video call?

No, I don’t think they were. In previous cases from leon here in casinoguru, I saw that after the video call it didn’t use to take long, but I am still waiting.

Thank you very much, jveiga, for your cooperation. I will now transfer your complaint to my colleague Dominika (dominika.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello jveiga,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Leon Casino to join the conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

Good morning,

I would like to inform that 9 days already passed since the video call verification and I still have 0 updates from Leon.

One of the worst experiences I've had by far.

Regards,

Dear Casino Guru Team,

The customer's account and video verification data are still undergoing checks in our security department. I will keep you updated on this case. The checking period is within our Terms, which is up to 30 days.

Best regards,

Alexander

Leon Compliance Officer

Good afternoon,

More than 2 weeks have passed since the video verification.

My withdraw request was done on 28th May, so I believe you have 2 more days to end the verification.

Waiting for some updates,

Best regards.

Como esperado, chegou dia 28. Exatamente 31 dias depois do inicio deste demorado e longo processo de verificação.

Contactei o suporte da leon e pelos vistos, dizem para esperar 30 dias a partir do momento em que fiz a video-chamada (passado dia 11 de junho).

Eu nem consigo entender bem o porquê da situação, visto que nem estamos a falar de um montante muito elevado para um casino que supostamente deveria ser de prestigio. Estão simplesmente a adiar.

Não tenho grandes esperanças em relação a este caso.

Dear jveiga, thank you for the information. Could you please confirm that the matter is now resolved?

No, it is not resolved.

Dear Casino Guru Team,

The client successfully passed the video verification procedure on 28/06/2024 and withdrew their winnings on the same day.

Thank you for your assistance with the case.

Best regards,

Alexander

Leon Compliance Officer

Dear jveiga, could you please confirm that this is true and if the matter is now resolved?

Boa tarde,

Confirmo.

Obrigado pela ajuda.

Dear jveiga,

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 any issues with this or any other casino in the future. We are here to help.

Best regards,

Dominika

Casino.Guru