Leon Casino - Player succeeded in opening a new account after the old one has been self-excluded.

Good morning,

this casino sucks.

I have a problem with the game and I asked for self-exclusion, even so I was able to easily register just with a different email and the rest of the same data.

I have already explained the situation to the Casino, which indicates that a request for a refund of the amount I bet on this new account is under analysis, €270. But they don't give me any answer, having been at this for a week.

this Casino is not reliable nor does it provide any security to a person with gambling problems who exclude themselves and allow them to open an account again.

unfortunate

I ask for your intervention please

Dear Mcmp

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you requested your previous account to be simply closed for a certain period of time, or you’ve self-excluded yourself permanently due to a gambling addiction?

Could you please affirm that you’ve used the same credentials to open your new account as with the old one?

Please forward any relevant communication to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Thank you, Mcmp, for your reply. I understood from the screenshots that the self-exclusion has not been permanent. Could you please advise what was the reason you have given when requesting the self-exclusion? Please forward any relevant communication from that period. Looking forward to hearing from you.

Good morning,

the reason was game problems.

Please forward any communication related to your first account closure to petronela.k@casino.guru.

Dear Mcmp,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.