Leon Casino - Player's withdrawal is delayed due to ID document issue.

I have registered an account,and i made 2 seperate deposits at Leon casino.No bonus,no free spins!! By my deposited money!!

First one was 133€ which one i loose it,and a second one was 140€ from which deposit,

I won 800€ and i was trying to withdraw my winnings!

My perosnal id document asked from the relevantl department to be send in the id validation department!

I send it and they refuse to accept my id document,because they say,the document is more than 10 years.

Kindly note,that my document is validated from the Greek goverment ,and it is validated until jule of 2029.

I am.a greek citizen and i have all the appropriate papers,and they dont allow me to withdraw my money!!!

I hope to find a solution with your really goodwilling help!

Yours sincerely,

Spyridon p***

Dear spyridon1984,

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.

• Do I understand correctly that verifying your ID seems to be the only obstacle?
• Have you provided any other documents to verify your account and have they all been approved?

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,

Kristina

Thank you mrs Cristina for your answer and your willing to help me!

It is very bad for me,and for every player,to trust a casino,and suddenly to discover that the cssino side,want to take advantage of your money!

Before start playing at the Leon casino,i ask via live chat,if any documents needs to validate my account ,and they say "Totally no"...

I am a 19 years palyer at online casinos,and i have never met something like this in my gaming life!!!

I always respect the KYC because i know that this project,is for both sides security!

I was willing to send what ever documents the casino Leon wants,but since they see my id document,they decide to make trouble in my life...

I am so sorry for that,because i love playing with Leon Casino!

I hope God bless them and me,to take my money-winnings.

Thank you all!

Thank you for your reply, spyridon1984. I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

You ask me two questions!

-Yes,my only obstacle is the id.

-No,they only ask me for my id...They say,that nothing more is needed

Thank you in advance !

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

This is the email they send me, that they don't accept my And this is the only doc i have.

Thank you.

Thank you very much, spyridon1984, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you spyridon1984 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Leon Casino for their help in resolving this complaint. We would like to know what is the issue with the verification and what can we do to help the player receive their winnings.

Thank you!

Dear Casino Guru Team,

The document initially provided by the player was issued in 1997. The player later submitted the same document with an altered date, raising concerns about possible document forgery. We kindly request that the player provide genuine and valid documents for verification.

Thank you for your attention to this matter.

Best regards,

Alexander

Leon Compliance Officer

The document that i send to be verified,is valid and legal!!!

I use that document for every legal transaction.

At all casinos that i play,they verify that document immediately!

Kindly note,that i don't want to play anymore at this scam casino,so Guru team,i would appreciate it,if you could close the case!

Thank you!

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.