Leon Casino - Player's withdrawal is delayed due to incomplete verification process.

Hello, good morning. Since 12/3/2023, I have had an account with León where I've consistently made deposits and withdrawals. However, on 12/3/2023, I won 1900 euros. I received an email asking for my account verification. They requested a photo of my face, with a paper showing the word 'León' and the date. I did that, but 15 days have passed and I still have not received a response. I know that I need to do a video verification, but I'm still waiting to schedule this video verification. I ask for your help.

Dear lele96, 

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

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Have you received any message from the casino requesting you to undergo a verification call?

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, 

Veronika

When they entered for the first time I already did the kYc verification I sent my bank statement, my selfie and my identity card, after that I made several winnings without any problem then on December 2nd I won 1900 euros I had the account already verified and they ask me to send a photo where you could see my face and a document of mine and a piece of paper with León written on it with the date and with a computer or tablet the page of the León website open I sent everything the same day and on December 3rd they told me that they sent all the documents to the security department and since that day 16 days have passed I have no response from customer support I learned that I have to make a video call but I still have to be called and I am very angry since 16 days have already passed if you can help me please

Before we proceed with your case, please let me know if the video call has been already scheduled. Also, kindly forward any relevant communication between you and the casino regarding your verification issue to veronika.l@casino.guru. Alternatively, you may post screenshots here. Thank you.

Good morning, I wanted to tell you that the video call was made on 12/21 and after a few hours they unblocked my account and I have already withdrawn all the money, problem solved, thank you very much

Dear lele96,

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,

Veronika

Casino.Guru