The player from Portugal reported that casino withdrawals had surpassed the promised 48-hour timeframe. Additionally, the player's betting account had been limited and promotions removed without explanation. The casino canceled the player's withdrawal request and limited his betting to 15 cents without providing a reason. We explained that delays could occur due to verification or high request volumes and suggested patience. However, since the issue involved sports betting, which is outside our scope, the complaint was rejected.
Leon Casino - Player’s withdrawal has been delayed.
Amount: €200
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
Case closed
Our verdict
Other
REJECTED
Case summary
3 months ago
Public
Public
4 months ago
Translation
They give a 48-hour timeframe for withdrawals, but it's already past that and still nothing... They’ve limited my betting account and taken away the promotions without giving any reason.
Automatic translation:
Public
Public
4 months ago
Dear pedropires18,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Regarding the casino's decision to remove the option to take bonuses, please understand that a bonus is essentially a gift from the casino, and it's up to the casino to determine if you qualify for it or not. If you're unable to activate any type of bonus, there is likely a specific reason for it. However, we do not investigate these reasons further and we cannot compel casinos to provide bonuses specifically to you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
Public
Public
4 months ago
Translation
Okay, I understand and I can even wait... but I see other people withdrawing after me and receiving their withdrawals straight away.
And limiting the account to betting 15 cents, I don't think that's normal
Automatic translation:
Public
Public
4 months ago
Could you please specify when exactly you submitted your withdrawal request? What is the current status of your withdrawal?
Has the casino explained to you why the betting on your account was limited to 15 cents?
Public
Public
4 months ago
Translation
They canceled my withdrawal request and now they won't let me withdraw without explaining why.
The casino explained why they limit bets to 15 cents...
Automatic translation:
Public
Public
3 months ago
Have your winnings been returned to your gaming account? Are you able to access your casino account?
Could you please specify what types of games you played? Were they slots, live casino games, or did you participate solely in sports betting?
Also, please forward me all the communication between you and the casino customer support that could be relevant to the investigation at veronika.l@casino.guru.
Thank you for your cooperation.
Public
Public
3 months ago
Translation
It has nothing to do with winnings, because I can't place sports bets because they've limited my account. I was only doing sports betting and they limited my account, now I can't do sports betting, I can't withdraw the money to my bank account
Automatic translation:
Public
Public
3 months ago
Thank you for the update.
As you might know, our forum Casino.Guru deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint.
Thank you very much for your understanding.
Best regards
Veronika
