The player from Germany faced issues with withdrawing €5,500 from the casino, as attempts to process the withdrawals were unsuccessful and the casino did not provide a clear explanation for the problem. They successfully withdrew €1,000 to a separate bank account after a partial return of €1,500 but were still left without answers regarding the remaining funds. The Complaints Team extended the response time for the player to provide necessary information but ultimately, the complaint was rejected due to a lack of communication from the player.
Leon Casino - Player's withdrawal is delayed.
Amount: €5,500
Leon Casino
Safety Index:Above averageSafety Index
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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
Player stopped responding
REJECTED
Case summary
2 days ago
Public
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2 weeks ago
Translation
Hello. I attempted to withdraw €7,000 from the casino in various amounts. However, my bank declined the transactions, and the casino returned the first withdrawal of €1,500 to my player account. I gambled away €500 of that, and transferred €1,000 to another bank account of mine, which worked. Now, €5,500 in withdrawals are pending, but unfortunately, they are neither being returned to my player account nor being processed. Whenever I inquire about it, all I get is that there is a problem, but not what the problem is. I'm at a loss here. I would appreciate any help.
Automatic translation:
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2 weeks ago
Dear Panda100HPXX,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
- Could you please advise when exactly you requested this withdrawal?
Thank you in advance for your reply.
Best regards,
Kristina
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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2 weeks ago
Translation
The withdrawals were requested from November 29th, 2024 to December 1st, 2024. The only thing that worries me is that the withdrawal of €1500 was the last one and was transferred back. I was then able to pay this out via another bank. The first €5500 in withdrawals were the first withdrawals and nothing is happening.
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2 weeks ago
Thank you for your reply, Panda100HPXX. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame or your withdrawal requests get canceled, please let us know and we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.
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2 weeks ago
Translation
I will definitely do that. Thank you in advance for your efforts
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