Leon Casino - Player’s withdrawal is delayed.

Good afternoon, the casino restricted my withdrawal despite my account being fully verified. They requested that I send documents for an additional verification, which I immediately provided with everything they asked for. Until now, I have not received any response. It has been 7 days without a clear answer on when I will be able to withdraw my money. The only response I've gotten is to wait. I have played at the casino on the roulette, slot machines, and placed some bets. The casino told me I would have an answer within 3 days, but I have received no response.

Dear Salomon77,

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 take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?

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,

Petronela

Good morning Petronela, what they tell me is that I should wait and that's all they tell me that they are reviewing the documents but it's been 9 days and they keep telling me the same thing and the same thing, any news I'll let you know ok, thank you

Thank you very much, Salomon77, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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 in the near future.  

Very good day everyone, I want to inform you that 15 days have passed since the day they restricted my withdrawal and the ability to play on the account since June 22 all this started on the same day I sent everything and 15 days have passed and I have no response

Dear Salomon77, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Leon Casino representative to join this conversation. 

Dear Leon Casino, could you please provide more information about this case? 

Looking forward to your reply.

Dear Casino Guru team,

The client is currently in the queue for video verification. We will send the invitation via email in the near future. Please note that, according to our T&C, the verification process may take up to 30 days.

Best regards,

Alexander

Leon Compliance Officer

Dear Leon Casino,

thank you for the update.

Dear Salomon77, 

since the casino is requesting video call, we will have to wait until it is finished. Please keep us informed when the call is scheduled and how it went.

Very good afternoon to everyone, especially to the casino, I understand the wait, if you would be so kind to let me know as soon as possible, please, I have been waiting for 17 days and you have not yet sent me the invitation for the video call. I hope for your prompt help. Thank you very much, very kind.

Dear Salomon77, 

thanks for your message.

Dear Leon Casino,

can you share when approximately will Salomon77 be scheduled to have a verification call, please?

Dear Casino Guru team,

We cannot guarantee the exact date, but it will likely be around 16/07/2024.

Best regards,

Alexander

Leon Compliance Officer

Very grateful to everyone, they are very kind, thank you for the response Alejandro, support from Leon casino and also Casino guru, I will be waiting for the verification call, very kind thanks to everyone, have a wonderful and excellent day, thank you all

Dear Leon Casino,

thanks for the update.

Dear Salomon77, 

let's now wait for your verification call to take place. Please inform us once it is completed.

Very good day everyone, today the video verification was carried out, the person in charge of asking the questions spoke in English, so through the chat I had to answer the questions in Spanish that he asked me like when I registered and what bets I had placed. bets, etc. which I answered correctly. What the manager told me was that they were going to notify me by email of the result of the verification of my account. I hope for the prompt response and help from the Casino and casino guru in this process. I am very grateful to everyone. Thank you very much.

Dear Salomon77, 

thank you for your message.

Dear Leon Casino,.

has Salomon77 passed the verification call, please? What is the next step in order to process the withdrawal, please?

Very good evening, Katarina, thank you for your kind help and what the person in charge told me at the end of the video verification session was that they will send me the result of the video verification by email in the following days. In the meantime, I will wait, if there is any response, I will let you know. thank you very much really thank you very much

Good morning everyone, thank you very much To Katarina and A Casino guru for having helped me in this procedure. I am very grateful to you. Leon Casino I have already verified my account and I have already proceeded to make my withdrawal and my withdrawal has already arrived in my account. Thank you very much to all of you as well. LEON casino thank you Although they should improve the verification procedure and do it in less time to be able to have a good gaming experience it would be good if they improved it otherwise thank you very much

The case is solved God bless you all have a great day

Thank you, Salomon77, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Katarina