Leon Casino - Player struggles with additional verification process.

Hi. I have an account in Leon.bet casino since 2022, and in the beginning of February, after a few months without playing in the casino, I decide to made a few deposits to try my luck.

So,after a few winnings,I decide to withdraw my balance, because in the past, I already did it,and in that time my account was verified twice after I send a lot of documents.

Now,they ask me for another verification,and I send a lot of documents that they ask for another verification ( I'd, pdf neteller statement,bank statement to prove my adress and also a selfie with me holding a piece of paper with the date and the name Leon and also showing in my mobile the casino webpage with my details) and after several pictures sent,finally all the documents were verified and I receive an email that my account was verified.

Then I still have my withdrawals pending and I went to livechat asking why was not processed and the agent said that I need to pass for a second verification of another department and could take between 3 to 30 days to be complete.

So, I think this is a strategy to delay the payment and don't want to pay until I get bored and spend my balance.

Also they cancelled my withdrawal of 4000 euros,and now I am not allowed to withdraw again.

Other thing that ,I can,t see any information in my transaction history, it seems that I am ghost costumer.

I just want to ask you if the casino needs 30 days to complete a second verification with that already had a verified account in the past,have the recent documents sent approved and still have to wait so long to be able to withdraw my winnings?

Just let you know that I didn't,t play any bonus and I just played in slots.

I will send a screenshot of the email that I received telling that my account is verified.

Hope that you can help me and advice me what I have to do.

Best regards

Vitor O*****

Hello Bufalo42,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Leon Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Hi again.I didn't,t play with any bonus and I had my account verified last year I think in March.

I login with the same account( not duplicate) and used the same deposit method with same wallet ( neteller).

I request a withdrawal and then I received an email to send the documents they were asking to verify again the account.

After a lot of documents that I send, I received an email telling that my account was successfully verified.

Then I came to livechat asking how long is gonna be the withdrawal process, and the agent answer that I have was that I have to pass through a second verification and can take between 3 to 30 days.

Already pass more than a week and nothing.

Just Don,t understand why I have to pass for 2 verifications when already have the same account verified in the past and why they need a time frame between 3 to 30 days to do it.

For me is a strategy to loose my patience.

Here is the email that I received telling that my account was verified in 9 February.

Sorry, was in 11 February

Thank you Bufalo42 for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Bufalo42,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Leon Casino representative to join this conversation.

Dear Leon Casino,

Could you please provide more information about this case?

Thank you in advance,

Mirka

Sincerely, I think is a waste of time try to do something here in this casino.had a balance of 4000 ,now I Don,t have any, but My account still unverified,after I send the documents,for the second time( my account was already verified in the past), already pass more than 2 weeks and nothing. All the documents were approved and still I have to wait maybe more 2 or 3 weeks to be verified( casino said that could be between 3 to 30 days).

Also have loyalty points that could exchange, but are not allowed for me, I Don,t know why.

I can,t see any history of my transactions and it seems that I am a ghost in this casino.

Horrible,horrible. The only good thing is the agents from live chat was very friendly,but they didn't,t solve nothing.

2 days to finish my level in the casino( I reach to the highest level),and maybe I will loose all my loyalty points that I have and can,t exchange for my balance( around 12000 points).

Conclusion,the worst experience I, ve had in online casinos , and that,s all.

Update. Receive an email today from leon to say that my account is verified,after 17 days .unfortunately I spent all my balance,but I have loyalty points and the casino said that service is unavailable for me to exchange for cash, but for free spins is available.

I just want to know why.

Hello Casino Guru Team,

The customer's account was indeed subjected to additional checking at the decision of our security department (our Terms allow for a checking process that can last up to 30 days, pp. 4.13, 6.8). Once the verification was completed, the client regained the ability to withdraw their funds. However, the client chose to use their funds during the verification period.

The exchange of loyalty points was disabled during the account review and was not re-enabled due to an oversight on our part. As far as I'm aware, the issue has been resolved by our support team.

We apologize for any inconvenience this may have caused the client.

Best regards,

Alexander

Leon Compliance Officer

Just move on. You can close this case ,have a bad experience and just want to forget.

It seems that my account is verified and my loyalty points were sorted.

End of story.

Thanks for your concern

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.