Leon Casino - Player was asked to do a verification call.

Hey team, I made a deposit of 10051 INR on 21st November 2022 and then i played and i won some bets and my balance will come 18239 approx and i made ạ withdrawal request then they asked for kyc, i submitted my kyc and my account was verified successfully (screenshot attached), thereafter i made withdrawal request again but they denied, and asked for more documents i provide thềm everything they have asked from me and i sent my last document on 21st Dec 2022, and they told me verification will take 1 days to 3 days in some case verification can take upto 30days, i was like okay no issue, then on 10th Jan 2023 I received and email that they need video verification procedure and they scheduled the verification on 11Jan 5:00 pm IST. If i dont do these procedure then they will blocked my account permanently, But the issue is i am unable to talk in English, i can talk in Hindi and i have replied them that i will not able to talk in English, i will be comfortable in Hindi, but I receive no response from there side till now. I am attaching the every screenshot of the conversation with them. I kindly requesting Casinoguru Team to help me in this matter.

Dear Biganaray,

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 better understand the situation.

Were you able to explain to the casino your circumstances? Did you receive any reply from them since your initial message? Have you already passed the verification call or did you manage to postpone it?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Thank you for reviewing my issue,

I will be able to explain the circumstances in only HINDI Language, I receive an messge from leonbet tean after doing complaint in casino guru, i have postponed and rescheduled thr verification, But they are telling me to you translator, so i replied them i will be keeping one person with me who can speak in English and i tell to the person in hindi and he translate in english to operator but they replied and saying if you keep another person with you then you verification will not complete. Right now i am stuck between these. I already sent them selfie with my id cards an all, but still they are harassing me, please help me team casino guru. Also attaching screenshots of thr conversations

Hey Tomas, I hope you are well.

Yesterday 15th Jan i receive and email regarding re-video call verification schedule date which was today 16th Jan 5:30 Pm IST and i also accepted this invitation from leonbet and Did the verification over video, I am attaching the chat screenshot of the video call verification, they told me your verification process is done we will email you the results.

Thanks and i hoping that now leonbet casino will let me able to withdraw my

This really an frustratted, already wait for more than 25 days and now they saying your verification is on checking and i will take upto 30days

Thanks for your continuous updates, Biganaray.

Could you please explain what games did you play to accumulate your winnings? (slots, live games, multiplayer)? Did you accumulate your winnings with an active bonus?

Live casino and sports bet, I didn’t taken any bonus.

I have just received an email from leonbet(screenshot attached), successfully they have ripper my 8691 inr, after giving every Fckin documents even video call verification they gave my only deposit amount and also eaten 5% from this too, this is such an disgusting casino ever, dosen't mention the proper reason to block my account and deducted my winnings, such an sh*t casino ever, they don't have money to pay my winning beggars.

Dear Biganaray,

Did the casino explain why your winnings were confiscated? Please understand that if the issue why that happened is sports-betting related, this complaint will be rejected as we don’t have enough insight to take on this kind of issue.

They are not giving the proper reason to block my account, i am attaching the screenshot of the email I received from them have a look.

Thank you very much, Biganaray, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

I think I am talking with Tomas from the beginning?

Hi Biganaray,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Leon Casino to join this conversation and share more information regarding the case. Can you please provide any reasons why the player's account has been blocked and the winnings confiscated?

Looking forward to hearing from you!

Best regards,

Tomas

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Leonbet hai no money left to pay user i think, that's why doing fraud with their users after taking every kyc documents, i kindly request caisno guru to block this casino from your website because they don't give value to caisno guru that's why not replying and doing nothing, eaten my money leonbet MF.

Dear Biganaray,

I managed to get in contact with the casino's representative, and your complaint will be reviewed. I will update you as soon as I have any news. The timer will now be extended for the casino for another seven days.

Thank you for your patience.

Kind regards,

Tomas

Man, i am waiting from more than 1month, leonbet is just a s!t casino ever, kindly block them from your website as they don't have single penny to pay users wining, such a disgusting experience with leonbet same on you.

Dear Biganaray,

I tried to contact the casino repeatedly but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend that you first contact the responsible gaming authority - Kahnawake Gaming Commission, and you can refer your dispute to the Regulator by sending an online complaint request at

http://www.gamingcommission.ca/feedback.htm

Another option is Antillephone N.V. (Curacao), you may submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed.

Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help, please contact me at tomas.k@casino.guru.

Best regards,

Tomas

We’ve reopened this complaint at the request of Leon Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello Casino Guru team,

We have send you the evidence that the player failed to pass our video verification procedure.

Thank you for your assistance.

Best regards,

Alexander

Leon Compliance Officer

Thank you for providing us with the necessary information and evidence, Alexander / Leon Casino Team.

Dear Biganaray,

After gathering all the necessary information and evidence, we are closing this complaint as unjustified due to not successfully passing the video call verification. We understand that English is not your first language, however, as the exclusive user of your casino account, you should have been able to provide clear responses via the chat in your language. The verification call was scheduled and mutually agreed upon at a specific time with you; therefore, it's expected that you will be alone during the video call. This is a standard requirement, but you clearly were not alone, and someone else has given you instructions on how to respond, which is not acceptable.

The casino acted in accordance with its terms and conditions, and we accept its decision.

I am sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino, and we will try our best to help.

Regards,

Michal

Casino Guru