Leon Casino - Player's withdrawal is delayed.

Hello

On 7/23+7/24 I made 4 deposits totaling 3500 euros. I managed to win 9557 euros and wanted to make a withdrawal.

Then I was told to do verification, which I did

Passport+photo of me - Approved and account verified

Then came new verification in the following order

Account statement - approved

Picture of me with the note leon and date and logged in to leon- approved

Proof that my old card has been terminated (1 year ago ) - approved.

After I sent all this in, I received an email in the morning that they needed an additional check and that it would take about 3 days but a maximum of 30 days.

I can log into my account but all my history has been deleted.

I have not used any bonuses.

It has now been 24 days since I received the email and about 30 days since I started my verification and I have heard nothing at all from Leonbet and am getting worried. I have 9557 euros in my account that I cannot withdraw

Please help me

Dear daninil,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Leon Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long have you been a casino player?
• Have you made any previous withdrawals?
• What games did you play to accumulate your winnings? (slots, live games, betting on sports) 

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,

Tomas

Hi Tomas

1. I opened my account about 1 year ago but only made the deposit a few times a year ago

2 I have not made a withdrawal before.

3. I have played betting on sports.

I forgot to write before that the email I received that it will take about 3 days to verify but at most 30 days I received 2/7

Best regards Daniel

Thanks for your reply.

Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Hi Thomas I have emailed you. Sincerely, Daniel

Hello Casinoguru I can announce that after about 35 days I have finally been verified, but now instead I have problems with my withdrawal. I received the following email when I made a withdrawal and my withdrawal was cancelled.

"Hello.

Due to temporary technical difficulties on the side of the payment system funds withdrawal may take up to several work days.

You may want to cancel your withdrawal and return the funds back to your account, otherwise you’ll have to wait until your withdrawal has been processed.

Thank you for your understanding. We are sorry for the inconvenience."

Hello Casinoguru

 I have received my withdrawal finally after 40 days. But I tried to redeem my loyalty points that I collected and have the right to according to the agreement. They are worth 193 Euro but leonbet has blocked them for no reason. See attached pictures. Please Casinoguru help me with this.

Thank you very much, daninil, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, daninil,

I am sorry to hear about your trouble, but good to see you have already received your withdrawal. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Leon Casino team,

Could you please help us with clarification regarding the user's ban from exchanging the points and/or the information on when the restriction could be lifted?

(The disputed amount is not up-to-date, it represents the original issue with pending withdrawals and will be updated according to the results of the complaint)

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Casino Guru team,

Our risk department has excluded this customer from our bonus program due to their involvement in arbitrage betting.

According to the Terms & Conditions of this promotion, we reserve the right to suspend users from our loyalty program. We are acting in full accordance with the Terms & Conditions of this promotion.

1.7. LEON reserves the right to terminate or amend the terms of this promotion at any time without prior notice.

3.2. All disputes related to the rights of participation in this promotion, and all issues related to the receipt of the prizes are resolved by the management of LEON. This decision is binding and not subject to appeal by players or any third party.

The full T&C of the promotion is available here.

https:­//l­eon­bet­s.c­om/­pro­mot­erm­s/S­POR­T_L­OYA­LTY­_PR­OGR­AM_­RULES

Best regards,

Alexander

Leon Compliance Officer

Leonbet I actually didn't even know what arbitrage betting means so I had to google it. This is just a ridiculous accusation on your part because you don't want to pay out to a customer who won money. You are welcome to post your evidence . I'm just a winning customer

Thank you both for your replies.

Dear daninil,

Just to be clear about it - your disputed amount of €9557 was successfully paid out and credited to your payment method, and now we discuss only loyalty points of €193, right?

Hello, yes that's right greetings Daniel

Hello I have finally received all my money. You can close the case 😊

What great news, daninil!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. 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 greatly appreciate it 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Thank you very much, Leon Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru