HomeComplaintsLeon Casino - Player struggling with withdrawals.

Leon Casino - Player struggling with withdrawals.

Amount: $49

Leon Casino
Safety Index:Above average
Submitted: 21 Dec 2023 | Case closed : 27 Dec 2023
Case closed Our verdict

Other

REJECTED

Case summary

11 months ago

The player from Russia was facing issues with his casino account. Despite having completed the verification, the casino argued that he had an American account. They proposed deleting his account and creating a new one, resulting in the loss of his $49 deposit. The player couldn't select his country during registration and could only indicate a Russian number. He lost all his winnings due to his inability to withdraw. However, the Complaints Team concluded that as the player was responsible for their account, active balance, and all the bets taking place, they could not ask the casino to refund the lost winnings. Thus, the complaint was rejected.

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Private
11 months ago
Translation
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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11 months ago

Dear GODENKOR,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please clarify which country you chose during the registration?

file

Do I understand correctly that your account has been verified? Do you currently have access to your casino account, please?

Thank you very much 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 800 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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11 months ago
Translation

I've already lost my money

Automatic translation:
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11 months ago
Translation

file there was no choice of country, I could only indicate the Russian number and that’s it. and choice of currency USD

Automatic translation:
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11 months ago

Thank you for your reply, GODENKOR. I am afraid that if you've wagered your winnings, there is not much we could do. We would proceed with further investigation only if you had your remaining funds in the casino account. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings. 

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

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