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.
Leon Casino - Player struggling with withdrawals.
Amount: $49
Leon Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Other
REJECTED
Case summary
10 months ago
Public
Public
10 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?
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.
Public
Public
10 months ago
Translation
there was no choice of country, I could only indicate the Russian number and that’s it. and choice of currency USD
Automatic translation:
Public
Public
10 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.
