HomeComplaintsLeon Casino - Player's withdrawal request cancelled without explanation.

Leon Casino - Player's withdrawal request cancelled without explanation.

Amount: €250

Leon Casino
Safety Index:Above average
Submitted: 22 Mar 2024 | Case closed : 06 Apr 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

7 months ago

The player from Greece had a withdrawal request of 250 Euros that was cancelled without explanation, despite having had successful withdrawals in the past and having completed account verification. The casino had not communicated about the cancellation. Despite our attempts to reach out and gather more information, the player hadn't responded to our messages. Therefore, we were unable to investigate further and had no choice but to reject the complaint.

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8 months ago
Translation

I made a withdrawal request of 250 Euros without any bonus involved and my request was cancelled. At first, they told me it was in process and when I enquired about it yesterday, I was informed that my request was cancelled and the money returned to my account. I did not receive any communication and the withdrawal was initiated from last Saturday. They are not providing me a reason for the cancellation despite telling me that everything was fine till the day before yesterday. Can you assist me with this issue? This is not the first time I am making a withdrawal at Leon, and I have previously completed my account verification.

Automatic translation:
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8 months ago

Dear pennytsamari,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

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

  • Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
  • Have you previously received a cashout from the casino?
  • Have you requested a new withdrawal? Is it pending in your account?
  • Have you achieved your winnings with the help of a bonus?
  • Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru or post screenshots here

Looking forward to hearing from you.

Best regards,

Tomas

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7 months ago

Dear pennytsamari,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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7 months ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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