The player struggles to verify as the casino is keep prolonging the process. The complaint was rejected as the player stopped responding.
Leon Casino - The player struggles to verify.
Amount: €2,000
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
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Goodnight! I hereby present a complaint to this casino as my account has been limited since the 13th of May. I was initially asked to do a verification which was successful and where I received the information that the account had been successfully verified. When I try to do the first withdrawal, they ask me again for new documents that have all been sent. I get a notification that the documents have been sent to the security department and that it may take 3-30 days. During this period my account always had ridiculous betting limits (eg maximum bets in big events of €1/€2/€3) until it was no longer possible to bet and I could only use the money in the casino. I tried several times to talk to the live chat to know the status of the process and they just replied that they couldn't give this information I had to wait as long as possible. Today (23 days after the start of registration) they scheduled a video call with support for 1 pm that was made and they would inform me of the results by email. In the absence of an answer, I went back to talk to the live chat who told me that I have to wait 30 days but that the match shouldn't take that long. When I asked why I said it shouldn't take that long, no one answered me. The idea I got was that the casino has this procedure to see if the customer loses his mind with this whole situation and spends all the money at the casino. Absolutely regrettable the lack of concern for customers and for those who trust the house to bet.
Automatic translation:
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2 years ago
Hello Pedro,
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 if all of your documents are already verified or there are still some waiting to be processed? How did the casino explain that they missed the verification call? Did they offered a new date for the call since then?
Looking forward to your answer.
Regards,
Nick
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2 years ago
Translation
Good afternoon Nick! I just wrote another complaint as today the casino replied saying the account was going to be CLOSED!! I waited almost a month, I sent all the documents that asked me more than once, I made the video call with the support and today when I enter the account I have this news and 10€ instead of the 2022€ I had yesterday!! DO NOT TRUST THIS CASINO
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2 years ago
Hello Pedro,
Did the casino specify why is your account going to be closed? Could you also please specify how much real money did you have on your account and how much did you deposit in total?
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2 years ago
Translation
Good afternoon Nick! After the video call was made and after all the documents had already been sent, this was the casino's response:
"Hello.
Your player account is not available to continue playing due to breach of Terms and Conditions:
6.1 We have a strict anti-money laundering policy. Any criminal or rule-breaking activity ("Fraud") is prohibited and may lead to the player's account being terminated and the player's funds forfeited.
6.2 Fraud includes, without exception: payment with bank cards or vouchers stolen or belonging to another person, compromised e-wallet access, any type of player collusion, providing false registration data, forgery of documents.
6.5 We may decide to block your account whenever we have reason to suspect that your account is involved in fraud. Until our investigations are completed and the fraud case is resolved, we may continue to freeze the account.
In the event of a decision on the permanent blocking of the account due to Fraud, we are entitled to withhold a commission in the amount of 5% of the value of deposits. When returning funds, your previous withdrawals are taken into account.
By decision of the security department, you are prohibited from opening new accounts and using our company's services. Any account opened will be blocked with all funds held.
You will be refunded the amount of funds remaining in the gaming account, not exceeding the amount of all deposits. When making the payment, a commission of 5% of the value of the credits will be withheld.
Your game account has been temporarily unlocked to receive a payment. There are funds available in the account balance that you need to withdraw. Please request a payment. After processing, the game account will be permanently blocked.
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Kind regards,
After having questioned the reason for this suspicion without any kind of foundation, the live assistants of the same casino limit themselves to transcribing the text above (almost as an automated answer) without giving me any justification.
The balance was €2022, obtained through a bonus campaign and a deposit of €10 was made in the account, which at the moment is the only remaining amount since the rest was withdrawn from me.
Thank you for the quick resolution of this misfortune.
Automatic translation:
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2 years ago
Hello Pedro,
Could you please advise if it was a casino or sports betting bonus? Did they mention anything about breaching the bonus terms? Did you receive back your 10€ deposit?
